Dear InsuranceinAsia team,

Thank you for your thoughtful message and for continuing to advocate on behalf of your clients.

We truly appreciate the trust you place in LUMA and value your clientele.

We understand the challenges you face — particularly when clients face rising premiums or would like to upgrade for enhanced benefits — and we want to be as transparent as possible about how our products work and why some restrictions are in place.

1. Different Products, Different Portfolios As you know, LUMA offers a range of distinct health insurance products in Vietnam: Asia Care Plus Vietnam Asia Care Pro Asia Care Premier.

These products are independently structured, underwritten, and priced — we refer to them internally as different products. While LUMA administers these products under LUMA's brand, they each operate under their own actuarial and underwriting framework. Because of this, moving from one product to another — even if it appears to be a simple upgrade or downgrade — means exiting one port and entering a new one. \

2. Why Free Movement Between Ports Is Not Possible We fully understand the desire to allow more flexibility — in fact, we wish we could offer freer movement between ports to better retain loyal members like Ms. xxxxx and Ms. yyyyy. However, doing so would compromise the sustainability of each individual port, as the risk pool and pricing assumptions have been carefully set based on the product’s specific design and underwriting rules.

Allowing unrestricted transfers between products — particularly without medical underwriting — would eventually erode the actuarial fairness of each product, impacting all members. For this reason, any change from one product to another is treated as a new application, and is subject to a full review by our underwriting team.

3. What You Can Share is  “While all plans are administered by LUMA, each health product (Asia Care Plus Vietnam, Asia Care Premier, Asia Care Pro) is a separate and independently underwritten insurance solution. Moving between them is not an internal upgrade or downgrade — it is a change of product and therefore requires a new application and full underwriting. This ensures fairness and long-term sustainability of the plans. We understand this may feel frustrating, but our aim is to maintain access to high-quality benefits for all members, both now and in the future.”

We are committed to working closely with you any assistance you may need, please do not hesitate to let me know.

Best Regards,

Partner Development Manager Individual

Insurance General Agent License No.6704008296 (non-life), 6603004084 (life)