Prudential and Shenzhen New Frontier United Family Hospital Sign Agreement on Cross-border Collaboration to Further Expand Health Services Coverage in GBA

(26 February 2024, Hong Kong) Prudential Hong Kong Limited (“Prudential”) announced today a new strategic direct collaboration with Shenzhen New Frontier United Family Hospital (“UFH”) to provide simpler and faster Medical Expenses Direct Billing Service¹ to eligible customers seeking medical services at UFH. Prudential is the first insurer in Hong Kong to enter into such an agreement with UFH to offer more convenient and reliable healthcare services to meet the rising demand for high-quality cross-border medical services.

The collaboration comes amid a growing number of people traveling frequently between Hong Kong and the Chinese Mainland. In response, Prudential is expanding its medical network in the Greater Bay Area to offer its customers one-stop cross-border medical support and more medical treatment options.

With a geographic advantage and the high-quality healthcare resources, UFH is the first Hong Kong-funded private hospital in Shenzhen. It offers a comprehensive range of top-notch medical services, including professional advisory, operations, magnetic resonance imaging, health check-ups, consultations, treatments, postpartum recovery and hospitalisation. Leveraging the complementary strengths of both partners, this collaboration marks an important milestone for Prudential as it expands its cross-border medical network in the Greater Bay Area.

Lawrence Lam, Chief Executive Officer of Prudential Hong Kong Limited, said: “Prudential is driven by a customer-first strategy to make quality healthcare protection accessible to all. We’re very pleased to partner with Shenzhen New Frontier United Family Hospital, an exceptional medical institution, to harness our combined strengths so customers can access more convenient and efficient medical services to obtain the most suitable protection for their needs. We are committed to expanding our medical network in the Greater Bay Area and further enhancing the health journeys ‘For Every Life, For Every Future’.”

Antony Leung, Group Chairman and Co-founder of New Frontier Group, stated: “Both Shenzhen New Frontier United Family Hospital and Prudential Insurance share the same service philosophy, and both organizations are eager to pursue more innovative collaborations in the field of medical insurance in the Greater Bay Area. Our goal is to provide efficient, prompt, and internationally aligned medical services to benefit our customers. Medical Expenses Direct Billing Service ensures a worry-free claims process for customers who have purchased insurance in Hong Kong. It not only allows them to consult Hong Kong doctors in Shenzhen but also facilitates medical expenses settlement, eliminating the hassle of traveling between the two regions for medical treatment.”

Medical Expenses Direct Billing Service for eligible Prudential customers

Under this partnership, Prudential will directly settle with UFH the pre-approved medical expenses upon customer’s completion of their treatment at UFH. Prior to taking the treatment, eligible customers are required to seek pre-approval of the relating medical expense for which the hospital will help apply on behalf of the customers. In addition, the requirement for credit card pre-authorisation hold is also waived. With a comprehensive one-stop support system for booking, consultation and treatment, these streamlined payment arrangements will help ease patients’ mental and financial burden, so they can focus on therapy, recuperation and recovery without being concerned about the claims process.

Through UFH’s extensive hospital network, Prudential customers can benefit from specialist referral services if further medical attention is required. Shenzhen UFH offers seamless medical transportation services to facilitate customers’ access to other UFH branches for further treatment and follow-up care. In addition, insurance service counters will be set up in the second quarter, enabling customers to inquire about relevant information and manage procedures more efficiently.

“Prudential and Shenzhen New Frontier United Family Hospital share a common vision: to address the diverse medical and protection needs of our customers. Building on this partnership, Prudential will further strengthen our health proposition and continue to enhance customer health journey within the GBA,” said Candy Au Yeung, Chief Customer Operations and Health Officer at Prudential Hong Kong Limited. “We will keep exploring partnership opportunities with industry leaders like UFH to provide customers with comprehensive and convenient medical services.”

Carl Wu, CEO and Co-founder of New Frontier Group, and CEO of United Family Healthcare, said: “Our medical staff demonstrate great courage in facing technical challenges and risks during the treatment process, prioritizing patient care. The group’s long-term investment in medical education and research has resulted in numerous breakthroughs in clinical technology. We have successfully performed complex and difficult surgeries, as well as comprehensive medical services, including ERAT endoscopic retrograde appendicitis treatment, the first case of transurethral prostate suspension surgery (UroLift) in the South China region, challenging cervical spine exploration and spinal cord decompression under ‘blind vision,’ multiple cases of artificial auricle reconstruction surgery. We believe that the surgical and inpatient medical services covered in our collaboration with Prudential Insurance will live up to the trust placed upon us by our customers and their families.”

Shenzhen New Frontier United Family Hospital provides extensive healthcare services that align with international standards. In addition to doctors from renowned Class 3 hospitals across the Chinese Mainland, and also houses experienced doctors from abroad and Hong Kong. With its prime location at the Shenzhen Futian Central Business District, coupled with its advanced medical equipment and professional healthcare team, UFH will be a strong addition to Prudential’s market-leading health ecosystem on health management and medical services.

¹ Previously known as “Cashless Service”, this is an administrative arrangement in respect of covered medical expenses incurred and is provided by third-party service providers. This service is only applicable to Covered Plans. For more details, please visit: https://www.prudential.com.hk/medical-network/