24-Hour Mental Wellness Support Hotline

Notes

1. No medical diagnosis will be provided. The information provided is not medical advice or recommendation and should not be relied upon by the users in their decision making in relation to their medical conditions. If you need any medical care or emergency medical service, please visit a doctor for consultation immediately.
2. If the customer opts for these services, any subsequent or additional professional mental health services will be subject to fees borne by the customer.

Remarks

• The service is supportive in nature, we do not offer medical advice. 
• For the avoidance of doubt, the use of this service does not imply any expenses or diagnoses associated with these services are covered in any of your insurance policy(ies).

Terms and conditions

The 24-Hour Mental Wellness Support Hotline service (‘Service’) is provided by third party service provider appointed by Manulife (International) Limited (‘we’/ ‘us’/ ‘Manulife’).

A. General Provision

1. Except as otherwise specified in these terms and conditions, all policy provisions applied to Eligible Plans as defined above shall have full force and effect. The Service shall only be constituted as a value-added service provided by Manulife and not form part of the contractual benefit. The Eligible Plans shall be subject to the respective policy provisions at all times. Manulife shall have the right to revise and/or update the terms and conditions of the Service from time to time and/or suspend or terminate Service at any time without prior notice. In case of disputes, Manulife’s decisions shall be final and conclusive. In the event of any conflict between the terms and conditions for the Service and the respective policy provisions of the Eligible Plans, unless otherwise stated herein, the respective policy provisions of the Eligible Plans shall prevail.
2. The terms and conditions of the Service shall be governed by the applicable laws of the Hong Kong Special Administrative Region of the People’s Republic of China (“Hong Kong”). In case of any discrepancy between the English version and the Chinese version of these terms and conditions, the English version shall prevail.

B. Eligibility

1. The Service is only applicable to policyholders or an insured person covered by an in-force policy of Eligible Plan.
2. Manulife shall have the final right to determine eligibility.

C. About the Service

1. The Service is not intended for emergency situations.
2. The Service is not suitable as a substitute for support required in cases of emergencies or serious or complex mental health conditions requiring ongoing professional care.
3. All conversations between service users and the service staff are strictly confidential. Any personal information collected (if any) will be kept confidential and used solely for service purposes. Unless the service user is at risk of harm or disclosure is required by law, the service provider will not share any information with third parties without the user’s explicit consent. Manulife will not participate in any collection or processing of personal information.
4. The Service is only available to insured persons located in Hong Kong.
5. Service staff are professional counselling psychologists. The Service is supportive in nature and is not intended to provide or substitute for professional medical advice, diagnosis, or treatment. It should not be regarded as an assumption of any responsibility or liability on the part of Manulife. Insured persons should always seek the advice of physicians or other qualified healthcare providers regarding any health problems, conditions, or treatment.
6. The Service is provided on a best‑effort basis and is subject to reasonable use. We reserve the right, at our sole and absolute discretion, to impose restrictions on, suspend, or terminate access to the service in the event of any improper use, abuse, or excessive usage.
7. Manulife shall make no representation, warranty, or undertakings regarding the services provided by the third party service provider (including but not limited to the availability and quality of this value-added service) and assumes no responsibility for any errors, omissions, and/or breaches in the services provided by the third party service provider, as these services are neither sold nor promoted by Manulife. In the event of any dispute, please contact the third party service provider directly.

In this service details page, ‘you’ and ‘your’ refer to the policyowner. ‘Manulife’, ‘the Company’, ‘we’, ‘us’ and ‘our’ refer to Manulife (International) Limited.

To view our Privacy Policy, you can click here.

This service details page is for view in Hong Kong and Macau only, but not in the Chinese Mainland.

In case of any discrepancy between the English version and the Chinese version of these terms and conditions, the English version shall prevail. In case of dispute, the decision of Manulife shall be final and conclusive.