Customer Guide
Benefit Highlights
Hassle‑free Procedure & Pre‑authorization
Our network specialists assist with instant pre‑authorization and credit card waiver. Prudential settles approved expenses directly so you don’t need to pay upfront or handle claims.
Medical Network & Cancer Care
Our network covers hospitals, specialists, and diagnostic imaging centres in Hong Kong, Mainland China and Macau. Eligible customers can access oncology centres with shared-care support and direct billing.
One‑stop Network Doctor Booking Service
Simply call our booking and pre‑authorization hotline and our team will help arrange appointments with Prudential network specialists.
Remark: Medical Expenses Direct Billing Service is only applicable to Covered Plans. Medical Expenses Direct Billing Service is an administrative arrangement in respect of covered medical expenses incurred and is provided by third-party service providers. Prudential shall not accept any responsibility or liability for the services provided by the service providers. Terms and conditions apply.
Step 1
Make an appointment for network doctor and register a “H2P” number
- Call medical network booking and pre-authorisation hotline at (852) 2281 1345#. If you are in Mainland China, please contact us at 400 820 0125 or if you are in Macau, please contact us at 080 0406 for network doctor booking and “H2P” number registration; or
- Contact your financial consultant for “H2P” number registration and make an appointment for network doctor
Step 2
Register for consultation
- Present your medical eCard, identification document, “H2P” number registration SMS or doctor booking SMS upon visit to the network medical specialist
- The network medical specialist will submit the application
- Accept the terms & conditions via the link in SMS received
- The pre-authorisation result will be provided immediately
Step 3
Arrange medical expenses direct billing service
- We will settle the pre-approved bill directly after you completed your medical treatment or diagnostic imaging test
Cancer Treatment Service in Hong Kong and Mainland China
Service Features
- Medical network has been extended to include Oncology speciality. Eligible customers could choose to receive cancer treatment at designated medical centres in Hong Kong or mainland China to use the Medical Expenses Direct Billing Service.
- Under the "Cancer Patients Shared Care" model^, customers can receive support through face-to-face medical consultation or remote video consultation from designated medical centres (please check with our network medical specialist list) during their cancer treatment.
^ Operated by attending doctors and healthcare professionals from both regions, the "Cancer Patients Shared Care" model aims to provide coordinated and patient-centred healthcare services throughout the entire cancer treatment process. Medical centres in Hong Kong and mainland China will collaborate in developing treatment plans for patients in need. Eligible Prudential customers can choose to receive cancer treatment services from designated centres in Hong Kong or mainland China, to gain support from both oncology centres during their cancer treatment journey through face-to-face medical consultation or remote video consultation.
Our Medical Network Medical Expenses Direct Billing Service covers the following areas of treatment:
Network Doctor Booking Service
Prudential is dedicated to providing customers with a comprehensive network doctor booking service, ensuring a convenient and reassuring medical service experience. Life Assured with eligible medical policy only need to call our medical network booking and pre-authorisation hotline to easily make appointment with our network medical specialist.
Our extensive medical network covers 21 private hospitals in Hong Kong, Mainland China and Macau, more than 500 network medical specialists and more than 30 diagnostic imaging centres.
As a Life Assured with an inforce medical policy, all you need to do is dial our medical network booking and pre-authorisation hotline at (852) 2281 1345, if you are in Mainland China, please contact us at 400 820 0125 or if you are in Macau, please contact us at 080 0406, and our team will assist you in booking an appointment with our network doctor, ensuring a comprehensive, convenient, and reassuring medical service experience.
You can also search our network doctors via "Network Doctor Search".
Network Doctor Booking Service is applicable to all Life Assured with an inforce medical policy
For PRUmyhealth prestige medical plan, please contact (852) 2281 1180, if you are in Mainland China, please contact us at 400 820 0192 or if you are in Macau, please contact us at 080 0292.
For other medical plans, please contact (852) 2281 1345, if you are in Mainland China, please contact us at 400 820 0125 or if you are in Macau, please contact us at 080 0406.
We have dedicated personnel to assist customers in scheduling appointments with network doctors
The service time of Network Doctor Booking Service are Monday to Friday from 9 am to 6pm, Saturday from 9 am to 2 pm. (Closed on Sunday and public holiday)
Day surgeries and Hospitalisation
Below medical insurance plans can enjoy this value-added service.
Medical insurance plans applicable for Day Surgery Medical Expenses Direct Billing Service includes:
PRUmed better care plan
PRUmed health care plan
Medical insurance plans applicable for Hospitalisation Medical Expenses Direct Billing Service includes:
PRUmed better care plan
PRUmed health care plan
Covered day surgeries include but not limited to:
- Oesophago-Gastro Duodenoscopy (OGD) / Colonoscopy
Ophthalmology
Dermatology & Venereology
- Otorhinolaryngology
Urology
Obstetrics & Gynaecology
Our network doctor would apply the medical expenses direct billing service for you. Terms and conditions apply.
The approved amount is subject to the benefit limit of individual plan. Please refer to the benefit schedule of related plan for details.
Diagnostic imaging Test
Medical expenses direct billing service for network diagnostic imaging centres is applicable to PRUmed lifelong care plan, PRUHealth CoreChoice Medical Plan, PRUHealth FlexiChoice Medical Plan, PRUHealth VHIS EasyChoice Plan and PRUHealth VHIS VIP Plan. Covered tests include:
Magnetic Resonance Imaging
(MRI)
Computed Tomography
(CT)
Positron Emission Tomography
(PET)
Our network diagnostic imaging centres would apply the medical expenses direct billing service for you. Terms and conditions apply.
The approved amount is subject to the benefit limit of individual plan, please refer to the benefit schedule of related plan for details.
Medical Expenses Direct Billing Service at non-network hospitals
Applicable to PRUmyhealth prestige medical plan, PRUhealth medical plus and PRUHealth VHIS VIP Plan
If you are covered by the below plans and are going to receive medical services from a doctor who is not in the Medical Network, you can enjoy our medical expenses direct billing service too. With our pre-authorisation, we will pay your eligible medical costs directly to private hospitals. You will also know in advance how we cover you before your visit and we will tell you any costs we don’t cover.
Plan |
|
|
|
Incident location | Worldwide | Worldwide except USA (to replace the highlighted wordings) | Asia (including Australia and New Zealand) |
Feature | Available in most private hospitals of major cities around the world, including all of the private hospitals in Hong Kong and Macau. | Available in most private hospitals of major cities around Asia as well as Australia and New Zealand, and all of the private hospitals in Hong Kong and Macau. | |
Pre-authorisation hotline | (852) 2281 1180# (24-hour service) (Hong Kong) 400 820 0192(Mainland China) 080 0292 (Macau) | (852) 2281 1345# (Hong Kong) 400 820 0125 (Mainland China) 080 0406 (Macau) | |
Email Address | |||
How to use medical expenses direct billing service at non-network hospitals:
- Please download and fill in the pre-authorisation form part I by yourself.
- If your attending doctor recommends hospitalization treatment, please ask your doctor to fill in the form part II.
- Please email the form to us for approval at least 3 working days before admission. The pre-authorisation result will be provided in 3 working days.
Terms and conditions apply.
# You will be required to pay the IDD/international roaming service fee to the telecommunications service provider if you call from outside Hong Kong (including Macau).
