- Full description of the sickness or injury sustained on the claim form(s)
- Hospital/medical bill(s)/receipt(s) with clearly marked diagnosis and certified by the attending physician
Travel
Once all required documents are received, your claim will be processed within 7 working days.
Customers who purchased AXA policies through HSBC, please submit claim online via HSBC website.
How to submit your claim via Emma by AXA app?
Enjoy your digital claim journey on Emma by AXA app! You can submit claims* and view claim status via Emma by AXA app.
*Claims must be submitted by the policyholder (Each insured adult is regarded as the policyholder)
1. Log in to Emma by AXA app
2. Click "Make a Claim" and select the relevant policy
3. Fill in claim details and upload all supporting document(s) related to outpatient, personal belongings, travel or baggage delay. For other claim types, please upload completed claim forms
4. Once all required documents are received, your claim will be processed within 7 working days
5. You will be notified via SMS and/or email once your claim is approved
Not an Emma by AXA app user yet? Click on the links below to download and register now!
Which claim form(s) do you need to download?
Travel Insurance Claim Form
DownloadWhat supporting document(s) you need to submit?
AXA reserves the right to request additional information/documentation to support each claim. Please keep all original receipt(s) and claim documentation for 6 months from the claim completion date.
Medical Expenses
Personal Accident
- Full description of the sickness or injury sustained on the claim form(s)
- Doctors report of certification on the extend of the injury
- In the event of a death claim, please contact us for further guidance
Baggage and Personal Effects
- Full description of the incident and the list of claim items which you are claiming for on the claim form(s)
- Loss/damage report(s) from the relevant authorities e.g. airline, hotel or the Police
- Photos showing the extend of damage to the property (if applicable)
- Repair receipts of the damaged property (if applicable)
- All receipts and/or warranties relating to the lost/damaged property if they require replacement
Baggage Delay
- Full description of the incident on the claim form(s)
- Confirmation from the airline that the baggage was delayed abroad for more than 6 hours, with reason(s) stated
- Invoices/receipts for the purchase of essential items
Personal Money and Travel Documents
- Full description of the incident on the claim form(s)
- Loss report from the Police
- Supporting documents showing the value of the amount of cash lost e.g. exchange slip etc.
Personal Liability
- Full description of the incident on the claim form(s) irrespective of whether you have received a claim from the third party or not
- Photos showing the scene of the accident, its environment and the extend of the third party property damaged and/or third party bodily injured, if possible
- Third party correspondence(s), summons or writs received in elation to the incident should be forward to us immediately
- Remarks: No liability should be admitted, offered or promise of payment made to the third party without the company’s approval.
Travel Delay, Trip Re-routing, Missed Journey and Overbooking
- Written confirmation from the airline, if the flight is delayed for more than 6 hours, indicating the total number of hours delayed and reason(s) for such delay
- Copy of the itinerary, air ticket and boarding pass
Loss of Deposit, Cancellation of Trip and Trip Curtailment
- Reason(s) for the cancellation or curtailment of the trip together with all relevant supporting documents
- Booking invoices together with confirmation from the relevant authorities regarding the amount refundable for any prepaid costs or deposits made
Home Care Benefit
- Relevant incident report from the police and /or the Fire Service Department
- Detailed clam list of the damaged items(s) together with supporting document(s) to substantiate its value(s)
Trauma Counselling
- Incident report from the relevant authority
- Consultation receipt from a registered psychologist
Rental Vehicle Excess
- Incident report from the relevant authority
- Vehicle rental agreement with detailed terms & conditions
- Payment receipt(s) for the rental charges
- Payment receipt(s) for the excess paid
China Hospital Deposit Guarantee Benefit (If applicable)
- Full description of the sickness or injury sustained on the claim form(s)
- Hospital/medical bill(s)/receipt(s) with clear diagnosis marked and certified by the attending physician
Claim Support
Remarks
If you disagree with our claim decision, you may submit an appeal to us within 90 days from the notice date of our Claim Settlement Advice or Notification of Claim Decision. Click here for details.
Share your feedback with us about AXA’s webpage
How to submit your claim via Emma by AXA app?
Enjoy your digital claim journey on Emma by AXA app! You can submit claims* and view claim status via Emma by AXA app.
*Claims must be submitted by the policyholder (Each insured adult is regarded as the policyholder)
1. Log in to Emma by AXA app
2. Click "Make a Claim" and select the relevant policy
3. Fill in claim details and upload all supporting document(s) related to outpatient, personal belongings, travel or baggage delay. For other claim types, please upload completed claim forms
4. Once all required documents are received, your claim will be processed within 7 working days
5. You will be notified via SMS and/or email once your claim is approved
Not an Emma by AXA app user yet? Click on the links below to download and register now!
Which claim form(s) do you need to download?
Travel Insurance Claim Form
DownloadWhat supporting document(s) you need to submit?
AXA reserves the right to request additional information/documentation to support each claim. Please keep all original receipt(s) and claim documentation for 6 months from the claim completion date.
Medical Expenses
- Full description of the sickness or injury sustained on the claim form(s)
- Hospital/medical bill(s)/receipt(s) with clearly marked diagnosis and certified by the attending physician
Personal Accident
- Full description of the sickness or injury sustained on the claim form(s)
- Doctors report of certification on the extend of the injury
- In the event of a death claim, please contact us for further guidance
Baggage and Personal Effects
- Full description of the incident and the list of claim items which you are claiming for on the claim form(s)
- Loss/damage report(s) from the relevant authorities e.g. airline, hotel or the Police
- Photos showing the extend of damage to the property (if applicable)
- Repair receipts of the damaged property (if applicable)
- All receipts and/or warranties relating to the lost/damaged property if they require replacement
Baggage Delay
- Full description of the incident on the claim form(s)
- Confirmation from the airline that the baggage was delayed abroad for more than 6 hours, with reason(s) stated
- Invoices/receipts for the purchase of essential items
Personal Money and Travel Documents
- Full description of the incident on the claim form(s)
- Loss report from the Police
- Supporting documents showing the value of the amount of cash lost e.g. exchange slip etc.
Personal Liability
- Full description of the incident on the claim form(s) irrespective of whether you have received a claim from the third party or not
- Photos showing the scene of the accident, its environment and the extend of the third party property damaged and/or third party bodily injured, if possible
- Third party correspondence(s), summons or writs received in elation to the incident should be forward to us immediately
- Remarks: No liability should be admitted, offered or promise of payment made to the third party without the company’s approval.
Travel Delay, Trip Re-routing, Missed Journey and Overbooking
- Written confirmation from the airline, if the flight is delayed for more than 6 hours, indicating the total number of hours delayed and reason(s) for such delay
- Copy of the itinerary, air ticket and boarding pass
Loss of Deposit, Cancellation of Trip and Trip Curtailment
- Reason(s) for the cancellation or curtailment of the trip together with all relevant supporting documents
- Booking invoices together with confirmation from the relevant authorities regarding the amount refundable for any prepaid costs or deposits made
Home Care Benefit
- Relevant incident report from the police and /or the Fire Service Department
- Detailed clam list of the damaged items(s) together with supporting document(s) to substantiate its value(s)
Trauma Counselling
- Incident report from the relevant authority
- Consultation receipt from a registered psychologist
Rental Vehicle Excess
- Incident report from the relevant authority
- Vehicle rental agreement with detailed terms & conditions
- Payment receipt(s) for the rental charges
- Payment receipt(s) for the excess paid
China Hospital Deposit Guarantee Benefit (If applicable)
- Full description of the sickness or injury sustained on the claim form(s)
- Hospital/medical bill(s)/receipt(s) with clear diagnosis marked and certified by the attending physician
Share your feedback with us about AXA’s webpage
Remarks
If you disagree with our claim decision, you may submit an appeal to us within 90 days from the notice date of our Claim Settlement Advice or Notification of Claim Decision. Click here for details.
Share your feedback with us about AXA’s webpage
How to submit your claim via Emma by AXA app?
Enjoy your digital claim journey on Emma by AXA app! You can submit claims* and view claim status via Emma by AXA app.
*Claims must be submitted by the policyholder (Each insured adult is regarded as the policyholder)
1. Log in to Emma by AXA app
2. Click "Make a Claim" and select the relevant policy
3. Fill in claim details and upload all supporting document(s) related to outpatient, personal belongings, travel or baggage delay. For other claim types, please upload completed claim forms
4. Once all required documents are received, your claim will be processed within 7 working days
5. You will be notified via SMS and/or email once your claim is approved
Not an Emma by AXA app user yet? Click on the links below to download and register now!
Which claim form(s) do you need to download?
Travel Insurance Claim Form
DownloadWhat supporting document(s) you need to submit?
AXA reserves the right to request additional information/documentation to support each claim. Please keep all original receipt(s) and claim documentation for 6 months from the claim completion date.
Medical Expenses
- Full description of the sickness or injury sustained on the claim form(s)
- Hospital/medical bill(s)/receipt(s) with clearly marked diagnosis and certified by the attending physician
Personal Accident
- Full description of the sickness or injury sustained on the claim form(s)
- Doctors report of certification on the extend of the injury
- In the event of a death claim, please contact us for further guidance
Baggage and Personal Effects
- Full description of the incident and the list of claim items which you are claiming for on the claim form(s)
- Loss/damage report(s) from the relevant authorities e.g. airline, hotel or the Police
- Photos showing the extend of damage to the property (if applicable)
- Repair receipts of the damaged property (if applicable)
- All receipts and/or warranties relating to the lost/damaged property if they require replacement
Baggage Delay
- Full description of the incident on the claim form(s)
- Confirmation from the airline that the baggage was delayed abroad for more than 6 hours, with reason(s) stated
- Invoices/receipts for the purchase of essential items
Personal Money and Travel Documents
- Full description of the incident on the claim form(s)
- Loss report from the Police
- Supporting documents showing the value of the amount of cash lost e.g. exchange slip etc.
Personal Liability
- Full description of the incident on the claim form(s) irrespective of whether you have received a claim from the third party or not
- Photos showing the scene of the accident, its environment and the extend of the third party property damaged and/or third party bodily injured, if possible
- Third party correspondence(s), summons or writs received in elation to the incident should be forward to us immediately
- Remarks: No liability should be admitted, offered or promise of payment made to the third party without the company’s approval.
Travel Delay, Trip Re-routing, Missed Journey and Overbooking
- Written confirmation from the airline, if the flight is delayed for more than 6 hours, indicating the total number of hours delayed and reason(s) for such delay
- Copy of the itinerary, air ticket and boarding pass
Loss of Deposit, Cancellation of Trip and Trip Curtailment
- Reason(s) for the cancellation or curtailment of the trip together with all relevant supporting documents
- Booking invoices together with confirmation from the relevant authorities regarding the amount refundable for any prepaid costs or deposits made
Home Care Benefit
- Relevant incident report from the police and /or the Fire Service Department
- Detailed clam list of the damaged items(s) together with supporting document(s) to substantiate its value(s)
Trauma Counselling
- Incident report from the relevant authority
- Consultation receipt from a registered psychologist
Rental Vehicle Excess
- Incident report from the relevant authority
- Vehicle rental agreement with detailed terms & conditions
- Payment receipt(s) for the rental charges
- Payment receipt(s) for the excess paid
China Hospital Deposit Guarantee Benefit (If applicable)
- Full description of the sickness or injury sustained on the claim form(s)
- Hospital/medical bill(s)/receipt(s) with clear diagnosis marked and certified by the attending physician
Claim Support
Remarks
If you disagree with our claim decision, you may submit an appeal to us within 90 days from the notice date of our Claim Settlement Advice or Notification of Claim Decision. Click here for details.
Share your feedback with us about AXA’s webpage
How to submit claim by email?
1. Download and complete claim form(s)
2. Prepare all supporting document(s)
3. Submit claim form(s) with all supporting document(s)
4. Once all required documents are received, your claim will be processed within 7 working days
5. You will be notified via SMS and/or email once your claim is approved
How to submit claim by email?
1. Download and complete claim form(s)
2. Prepare all supporting document(s)
3. Submit claim form(s) with all supporting document(s)
4. Once all required documents are received, your claim will be processed within 7 working days
5. You will be notified via SMS and/or email once your claim is approved
Which claim form(s) do you need to download?
Travel Insurance Claim Form
DownloadWhat supporting document(s) you need to submit?
AXA reserves the right to request additional information/documentation to support each claim. Please keep all original receipt(s) and claim documentation for 6 months from the claim completion date.
Medical Expenses
- Full description of the sickness or injury sustained on the claim form(s)
- Hospital/medical bill(s)/receipt(s) with clearly marked diagnosis and certified by the attending physician
Personal Accident
- Full description of the sickness or injury sustained on the claim form(s)
- Doctors report of certification on the extend of the injury
- In the event of a death claim, please contact us for further guidance
Baggage and Personal Effects
- Full description of the incident and the list of claim items which you are claiming for on the claim form(s)
- Loss/damage report(s) from the relevant authorities e.g. airline, hotel or the Police
- Photos showing the extend of damage to the property (if applicable)
- Repair receipts of the damaged property (if applicable)
- All receipts and/or warranties relating to the lost/damaged property if they require replacement
Baggage Delay
- Full description of the incident on the claim form(s)
- Confirmation from the airline that the baggage was delayed abroad for more than 6 hours, with reason(s) stated
- Invoices/receipts for the purchase of essential items
Personal Money and Travel Documents
- Full description of the incident on the claim form(s)
- Loss report from the Police
- Supporting documents showing the value of the amount of cash lost e.g. exchange slip etc.
Personal Liability
- Full description of the incident on the claim form(s) irrespective of whether you have received a claim from the third party or not
- Photos showing the scene of the accident, its environment and the extend of the third party property damaged and/or third party bodily injured, if possible
- Third party correspondence(s), summons or writs received in elation to the incident should be forward to us immediately
- Remarks: No liability should be admitted, offered or promise of payment made to the third party without the company’s approval.
Travel Delay, Trip Re-routing, Missed Journey and Overbooking
- Written confirmation from the airline, if the flight is delayed for more than 6 hours, indicating the total number of hours delayed and reason(s) for such delay
- Copy of the itinerary, air ticket and boarding pass
Loss of Deposit, Cancellation of Trip and Trip Curtailment
- Reason(s) for the cancellation or curtailment of the trip together with all relevant supporting documents
- Booking invoices together with confirmation from the relevant authorities regarding the amount refundable for any prepaid costs or deposits made
Home Care Benefit
- Relevant incident report from the police and /or the Fire Service Department
- Detailed clam list of the damaged items(s) together with supporting document(s) to substantiate its value(s)
Trauma Counselling
- Incident report from the relevant authority
- Consultation receipt from a registered psychologist
Rental Vehicle Excess
- Incident report from the relevant authority
- Vehicle rental agreement with detailed terms & conditions
- Payment receipt(s) for the rental charges
- Payment receipt(s) for the excess paid
China Hospital Deposit Guarantee Benefit (If applicable)
- Full description of the sickness or injury sustained on the claim form(s)
- Hospital/medical bill(s)/receipt(s) with clear diagnosis marked and certified by the attending physician
Claim Support
Remarks
If you disagree with our claim decision, you may submit an appeal to us within 90 days from the notice date of our Claim Settlement Advice or Notification of Claim Decision. Click here for details.
Share your feedback with us about AXA’s webpage
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