Author
Bowtie Team
Updated on
2025-07-09
Disclaimer: This article is translated with the assistance of AI.
Bowtie has previously shared insights on our customer service and medical team support. You might not immediately picture how our team assists those insured under VHIS. Through two real-life cases, Bowtie’s medical team will help you understand the full scope of our comprehensive services.
Case 1* – Acute Appendicitis While Overseas
Mr. Bao traveled to Singapore in July, but during his trip, he suddenly experienced severe abdominal pain and went to a local hospital for a check-up. He was diagnosed with acute appendicitis , and the doctor recommended immediate surgery.
Two days later, Mr. Bao’s surgery was successfully completed. As a Bowtie customer, all he needed to do was download a Claim Form from the website and have his attending doctor fill it out. A few days later, upon discharge, he uploaded all the documents to the Bowtie system via the online platform.
After receiving the information, Bowtie quickly contacted Mr. Bao and began processing his claim. Within a few more days, by the time Mr. Bao returned to Hong Kong, Bowtie had already notified him that his claim was approved. Relieved by the good news, Mr. Bao could focus on recovery. The eligible medical expenses were transferred to his bank account shortly after.
Case 2* – Hepatitis B and Liver Cancer in Midlife
Ms. Tai, now in her middle years, discovered during a routine health check-up that she was a Hepatitis B carrier, with her liver tumor markers significantly elevated. An ultrasound further revealed a “shadow” on her liver, along with signs of cirrhosis.
As a Bowtie customer, Ms. Tai immediately contacted a Bowtie Health Ambassador upon receiving her results. The ambassador promptly helped her find the earliest available PET-CT scan service at a medical facility. After the scan, it was confirmed that she had a 3cm malignant tumor in her liver. Fortunately, the cancer cells had not yet spread, and she was diagnosed with stage 1 liver cancer.
Since Ms. Tai was insured under Bowtie VHIS Flexi Regular , the ambassador explained the coverage her policy provided for her current situation. Following the ambassador’s advice, Ms. Tai consulted several surgeons to discuss her condition. With the ambassador’s detailed explanations, she gained a deeper understanding of the doctors’ opinions. Ultimately, she agreed that surgery was the best treatment option, hoping to recover through tumor removal.
In the end, Ms. Tai chose a surgeon she felt comfortable with and trusted from among those she consulted, and underwent liver resection surgery. When the Bowtie Health Ambassador learned of her upcoming surgery, a Bowtie claims assistant proactively reached out to check if she needed any additional support. Throughout the process, both the assistant and ambassador stayed in close contact with her, addressing her needs and providing assistance.
Three months later, Ms. Tai was able to return to work. However, she still required long-term follow-ups with a liver specialist for her Hepatitis B and an oncologist for her cancer recovery. Even after her surgery, the Bowtie Health Ambassador didn’t forget about her, regularly checking in to see if she had any other needs.
- * The above claim examples apply only to customers who submit all eligible documents as required. Actual processing times may vary depending on individual circumstances.
Importance of Medical Information
Truth be told, many customers, like Ms. Tai in the example, may not fully absorb the information provided by a doctor during a short 15-minute consultation. They might not be able to ask questions or react immediately to the information given. Often, they leave the doctor’s office with lingering doubts.
Bowtie Health Ambassadors first assess a customer’s understanding of their condition before providing the necessary information. This ensures that customers have enough details to make informed decisions about their treatment plans.
For instance, what’s the connection between Hepatitis B and liver cancer? What does stage 1 liver cancer, cirrhosis, or being a Hepatitis B carrier mean? What are the implications and severity? If a customer was unaware of their Hepatitis B status before diagnosis, should their family members get tested too?
Or take common questions about liver cancer and hepatitis : What are the treatment options, costs, success rates, survival rates, and safety concerns? What about surgery, chemotherapy, radiotherapy, targeted therapy, or immunotherapy? How do public and private healthcare systems differ, and what’s the cost difference between standard wards and private rooms? Many people may not fully understand these aspects.
Our ambassadors also emphasize the importance of seeking treatment recommendations from multiple doctors when ill. When several doctors independently provide similar advice on a customer’s condition, it boosts their confidence in deciding on a treatment plan. Additionally, Bowtie offers general advice, such as how to maintain healthy lifestyle habits after recovering from liver cancer or hepatitis, and what to watch out for during recovery.
After reading the above introduction and claim tips, if you encounter any issues while using the Bowtie online platform or have questions about our products, feel free to reach out via our online live chat, customer service hotline at 3008 8123, or email at cs@bowtie.com.hk. You can also contact us directly.
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