Claims

Types of Claims

Claim Procedure

Download the claim form.
Personal Accident Insurance Claim Form
Complete and sign the form by you and your attending physician.
Submit the claim form together with the required supporting documents to your insurance consultant or to us directly.
Claims review and approval.
Settlement.
Download and fill in the “Disability/Accident Claim Form” to be completed by yourself and your doctor.
Critical Illness / Disability / Accident / Hospitalisation Claim Form I (To be completed by Insured/Claimant)
Disability/Accident/ Hospitalisation Claim Form II (To be completed by the attending doctor)
Long Term Care - Specialist Claim Form (To be completed by the attending doctor) (For Lifelong Care Partner Insurance only)
Supplement - Tax Residency Self-Certification for Individual (For Claims)
Supplement - Tax Residency Self-Certification for Non-Individual (For Claims)
Gather supporting documents: original medical expense receipt showing diagnosis, Sick leave certificate(s) and X-Ray report.
Submit claim forms signed by you and your doctor, together with the supporting documents, your bank account proof (if not provided before) and ID copy (if not provided before) to your financial consultant or to our service centre within 90 days from the date of the accident.
Claim review and approval.
Settlement.
Download claim forms to be filled in and signed by claimant/beneficiary and the insured’s attending doctor.
Death Claim Form I (To be completed by Beneficiary)
Death Claim Form II (To be completed by the attending doctor)
Supplement - Tax Residency Self-Certification for Individual (For Claims)
Supplement - Tax Residency Self-Certification for Non-Individual (For Claims)
Gather additional required documents: original death certificate, identification documents of the insured and the beneficiary, proof of relationship between the insured and the beneficiary.
Submit claim forms signed by beneficiary and attending doctor (if policy has been in effect for less than 2 years from the Policy date or the date of reinstatement, whichever is later), together with the supporting documents to your financial consultant or to our service centre.
Claims review and approval.
Settlement.
Download and complete the claim form.
Domestic Helper Insurance Claim Form
Gather all supporting documents.
Submit claim form and supporting documents within 30 days.
Claims review and approval.
Settlement.
Download and complete the claim form.
Property Claim Form
Third Party Liability Claim Form
Gather all supporting documents.
Submit claim form and supporting documents within 30 days.
Claims review and approval.
Settlement.
Gather all details and evidence of the accident such as photographs and witness statements.
Motor Accident Claim Form
Letter of Authorisation
Download and complete the claim form.
Submit claim form together with copy of vehicle registration document, driver's I.D. card and driving licence within seven days. If you have comprehensive coverage, submit the estimate of repair costs within seven days as well.
Claim review and approval.
Settlement.
Download the "Major/Critical/Minor Illness Claim Form I" and the "Major/Critical/Minor Illness Form II".
Critical Illness / Disability / Accident / Hospitalisation Claim Form I (To be completed by Insured/Claimant)
Critical Illness Claim Form II (To be completed by the attending doctor)
Supplement - Tax Residency Self-Certification for Individual (For Claims)
Supplement - Tax Residency Self-Certification for Non-Individual (For Claims)
Submit claim forms signed by you and your doctor, together with the supporting documents, supplement -Tax Residency self certification and ID copy (if not provided before) to your financial consultant or to our service centre within 90 days from the date of first diagnosis.
Gather supporting documents such as the Histopathological report, and other relevant medical proof.
Submit claims form, supplement - Tax Residency self certification, ID copy (if not provided before) and supporting documents to your financial consultant or to our service centre within 90 days from the day when the major illness is diagnosed.
Claims review and approval.
Settlement.
Download and fill in the Claim Form.
PortaProtection – Outpatient Claim Form (For customers without AXA group medical insurance coverage)
PortaProtection – Hospitalisation & Surgical Claim Form (For customers without AXA group medical insurance coverage)
Gather all applicable supporting documents as mentioned in the Document Checklist on the claim form.
Submit claim form and supporting documents within 60 days.
Claim review and approval.
Settlement.
Download and fill in the Claim Form.
Medical Claim Form (In-Patient)
Medical Claim Form (Out-Patient)
Dental Claim Form
Pre-Authorisation Form
Gather all the supporting documents.
Submit claim form and supporting documents within 90 days.
Claim review and approval.
Settlement.
Download and fill in the Claim Form.
Hospitalisation and Surgical Claim Form
Outpatient Claim Form
Dental Claim Form
Gather all applicable supporting documents as mentioned in the Document Checklist on the claim form.
Submit claim form and supporting documents within 90 days.
Claim review and approval.
Settlement.
Download and fill in the Claim Form.
Hospitalisation and Surgical Claim Form
Outpatient Claim Form
Dental Claim Form
Gather all applicable supporting documents as mentioned in the Document Checklist on the claim form.
Submit claim form and supporting documents within 90 days.
Claim review and approval.
Settlement.
Download and fill in the Claim Form.
Hospitalisation and Surgical Claim Form
Outpatient Claim Form
Dental Claim Form
Gather all applicable supporting documents as mentioned in the Document Checklist on the claim form
Submit claim form and supporting documents within 90 days.
Claim review and approval.
Settlement.
Download and complete "Medical Claim Form I and II" for each claim, including further claim.
Critical Illness / Disability / Accident / Hospitalisation Claim Form I (To be completed by Insured/Claimant)
Disability/Accident/ Hospitalisation Claim Form II (To be completed by the attending doctor)
Supplement - Tax Residency Self-Certification for Individual (For Claims)
Supplement - Tax Residency Self-Certification for Non-Individual (For Claims)
Gather required supporting documents such original hospital receipts and bills and lab test reports
Submit claim forms signed by you and your doctor, together with the supporting documents and your bank account proof (if not provided before), ID copy (if not provided before) to your financial consultant or to our service centre within 60 days after the illness or disability was first attended or treated.
Claims review and approval.
Settlement.
Download and complete the claim form.
Travel Insurance Claim Form
Gather all supporting documents, as well as copy of travel document (e.g. air ticket/ passport) that shows the entire trip.
Submit claim form and supporting documents.
Claims review and approval.
Settlement.
Gather all details and evidence of the accident such as photographs and witness statements.
Motor Accident Claim Form
Letter of Authorisation
Download and complete the claim form.
Submit claim form together with the copy of vehicle registration document, driver's I.D. card and driving licence within seven days. If you have comprehensive coverage, submit the estimate of repair costs within seven days as well.
Claims review and approval.
Settlement.
Download and complete the claim form (Form 2).
Employees' Compensation Claim Form (Form 2)
Gather any supporting documents, if applicable.
Submit the original of the completed Form 2 and supporting documents (as applicable) directly to the Labour Department, and provide a copy of all the documents to us.
Claims review and approval.
Settlement.
Download and fill in the "Group Disability Preliminary Claim Report " to be completed by yourself and your attending doctor.
Group Disability Preliminary Claim Report
Gather supporting documents: Sick leave certificate and Attendance record and Salary record during the disabled period.
Submit Claimant’s Statement and supporting documents within 90 days from the date of incident.
Claim review and approval.
Settlement.
Download and fill in the "Group Life Claimant’s Statement" to be completed by the claimant/beneficiary and the Policyholder.
Group Life Claimant’s Statement
Gather supporting documents: original death certificate, identification documents of the insured and the beneficiary, Employee Benefits Life Insurance Policy Beneficiary Designation From or Letters of Administration, Salary Proof of Insured (If applicable).
Submit claim form and supporting documents within 90 days from the date of discharge from the hospital.
Claim review and approval.
Settlement.
Download and complete the claim form.
Marine Cargo Insurance Claim Form
Gather all supporting documents.
Submit claim form and supporting documents.
Claims review and approval.
Settlement.
Download and fill in the Claim Form.
Reimbursement claim form (in-patient)
Reimbursement claim form (out-patient)
Dental claim form
Direct billing/pre-authorization approval claim form
Gather all the supporting documents.
Submit claim form and supporting documents within 90 days.
Claim review and approval.
Settlement.
Confirm your AXA medical card below
Select and download the Claim Form for your AXA medical card
Gather all applicable supporting documents as mentioned in the Document Checklist on the claim form
Submit claim form and supporting documents within 90 days
Claim review and approval.
Settlement.
Download and fill in the Claim Form.
Hospitalisation and Surgical Claim Form
Outpatient Claim Form
Dental Claim Form
Gather all applicable supporting documents as mentioned in the Document Checklist on the claim form
Submit claim form and supporting documents within 90 days.
Claim review and approval.
Settlement.
Download and fill in the Claim Form.
Hospitalisation and Surgical Claim Form
Outpatient Claim Form
Dental Claim Form
Gather all applicable supporting documents as mentioned in the Document Checklist on the claim form.
Submit claim form and supporting documents within 90 days.
Claim review and approval.
Settlement.
Download and fill in the Claim Form.
Hospitalisation and Surgical Claim Form
Outpatient Claim Form
Dental Claim Form
Gather all applicable supporting documents as mentioned in the Document Checklist on the claim form
Submit claim form and supporting documents within 90 days.
Claim review and approval.
Settlement.
Download and fill in the Claim Form.
Hospitalisation and Surgical Claim Form
Outpatient Claim Form
Dental Claim Form
Gather all applicable supporting documents as mentioned in the Document Checklist on the claim form
Submit claim form and supporting documents within 90 days.
Claim review and approval.
Settlement.
Download and complete the claim form.
Property Claim Form
Gather all supporting documents.
Submit claim form and supporting documents.
Claims review and approval.
Settlement.
Download and complete the claim form.
Property Claim Form
Employees' Compensation Claim Form (Form 2)
Gather all supporting documents.
Submit claim form and supporting documents.
Claim review and approval.
Settlement.
Download and complete the claim form.
Third Party Liability Claim Form
Gather all supporting documents.
Submit claim form and supporting documents. The claim form must include a full description of the incident irrespective of whether a claim has been received from a third party or not.
Claims review and approval.
Settlement.

Inpatient Claim Procedure

If you are claiming expenses incurred for inpatient treatment, please promptly provide the following documents within 90 days from the date of discharge from the hospital:

A completed "Global Elite Health Plan – Medical Claim form (In-Patient)" filled in by yourself and your doctor
Provide all IP Claims form, itemised details bill and receipts with cost breakdown (original), result of the diagnostic test, prescription upon discharge, hospital discharge summary, and medical reports associated to the existing condition (where applicable)

Outpatient Claim Procedure

If you are claiming expenses incurred for outpatient treatment, please promptly provide the following documents within 90 days from the date of consultation:

A completed "Global Elite Health Plan – Medical Claim form (Out-Patient)"
The original receipt(s) showing the date of treatment, patient's name, diagnosis with your attending physician's stamp and signature and the itemised charges
These must be submitted for any visit made whether this is to a medical practitioner, hospital, clinic, diagnostic centre or any other facility where medical services may be received.

Dental Claim Procedure

If you are claiming expenses incurred for dental treatment, please promptly provide the following documents within 90 days from the date of consultation:

A completed "Global Elite Health Plan – Dental Claim form"
The original dental bill(s)/receipt(s) with diagnosis and/or operation performed duly certified by the attending dentists

Pre-authorisation Procedure

Complete the pre-authorisation approval claim form – "Global Elite Health Plan – Pre-Authorisation Form".
Submit completed Pre-authorisation form and attach copies of all relevant documents such as medical reports from attending doctor on proposed in-patient treatment/surgery/diagnostic investigations/long term medication and Fax to Global Elite Customer Service Team (852) 3529 1027

Emergency Situation Procedure (where pre-authorisation is not provided)

Complete the "Global Elite Health Plan – Medical Claim Form (In-patient)".
Submit the completed claim form & attach originals of all relevant documents including itemised details bill and receipts with cost breakdown, Result of the diagnostic test, Prescription upon discharge, Hospital discharge summary (for admission), and Medical reports associated to the existing condition (where applicable), to the Global Elite Customer Service Team.
Use a new claim form for each separate claim or illness.

Death Claim

If the Insured dies while this policy is in effect, we must receive a completed "Death Claim Form" together with all requested information as indicated on the claim form.

Enquiry Hotline

Contact for Global Elite Health Plan & Global Elite II Health Plan
Telephone: (852) 3723 3008
Email: acr@aa-international.com.hk

Understanding your policy coverage

Making an insurance claim should be straight forward. This video illustrates smart tips and common scenarios regarding your policy coverage.
Disclaimer: Examples shown in this video are not the full and exhaustive list of exclusions under the insurance policy and all possible reasons for claim denials. In case of any contradiction between this video and the insurance policy, the insurance policy will prevail. Please refer to the insurance policy for full details of terms, conditions and exclusions. AXA General Insurance Hong Kong Limited
This video is narrated in English and created on 20/04/2016

Supporting Documents

1. Medical Expenses

Please provide a full description of the sickness or injury sustained on the claim form
The original hospital/medical bill(s)/receipt(s) with clearly marked diagnosis and certified by the attending physician

2. Personal Accident

Please provide a full description of the sickness or injury sustained on the claim form
Doctor's report or certification on the extent of injury
In the event of a death claim, please contact us direct for further guidance

3. Baggage and Personal Effects

Please provide a full description of the incident and the list of claim items which you are claiming on the claim form
The loss/damage reports from relevant authorities e.g. airline, hotel or the Police
Photos showing the extent of damage to the property, if applicable
Repair receipts of the damaged property, if applicable
All original receipts and/or warranties relating to the lost/damaged property if they require replacement

4. Baggage Delay

Please provide a full description of the incident on the claim form
Confirmation from the airline that the baggage was delayed abroad for more than 6 hours, with reason(s) stated
Original invoices/receipts for the purchase of essential items

5. Personal Money and Travel Documents

Please provide a full description of the incident on the claim form
The original loss report from the Police
Any supporting documents showing the value of the amount of cash lost e.g. exchange slip etc.

6. Personal Liability

Please provide a full description of the incident on the claim form 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 extent of the third party property damaged and/or third party bodily injured, if possible
For any third party correspondence(s), summons or writs, all correspondences received in relation to the incident should be forwarded to us immediately unanswered.
N.B. No liability should be admitted or offer or promise of payment made to the third party without the company's approval

7. Travel Delay, Trip Re-routing, Missed Journey & 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
A copy of the itinerary, air ticket and boarding pass

8. Loss of Deposit or Cancellation of Trip & Trip Curtailment

Reason(s) for the cancellation or curtailment of the trip together with all relevant supporting documents
Original booking invoices together with original confirmation from the relevant authorities regarding the amount refundable for any prepaid costs or deposits made

9. Home Care Benefit

Relevant incident report from the police and/or the Fire Services Department
A detailed claim list for the damaged item(s) together with supporting document to substantiate its value(s)

10. Trauma Counselling

Incident report from the relevant authority
Original consultation receipt from a registered psychologist

11. Rental Vehicle Excess

Incident report from the relevant authority
Original vehicle rental agreement with details terms & conditions
Original payment receipt for the rental charges
Original payment receipt for the excess paid

12. China Hospital Deposit Guarantee Benefit (If applicable)

Please provide a full description of the sickness or injury sustained on the claim form
The original hospital/medical bill(s)/receipt(s) with clear diagnosis marked and certified by the attending physician

Additional Information
24-hour Emergency Assistance Hotline
Tel: (852) 2861 9285

Our online claim submission system is currently under enhancement and will be re-launched soon. During the interim period, please download the claim form to submit a claim. Please accept our apology for any inconvenience caused.

Supporting Documents

1. Property Claim

A completed claim form including a full description of the incident in respect of which you are claiming
Photos showing the extent of the damage. For burglary claims, photos showing the point of entry into and exit from the premises
The original loss/damage report from relevant authorities e.g. the police, including the police report number and the address of police station, if applicable
Original supporting documents showing the value of the lost/damaged item(s)/cash claimed
If the damaged property can be repaired, the original repair receipt(s) or
If the damaged property needs to be replaced, the original purchase receipt(s) and replacement quotation(s)/receipt(s) N.B. Please keep all damaged property available for inspection by insurers

2. Third Party Liability Claim

A completed claim form including a full description of the incident in respect of which you are claiming irrespective of whether a claim has been received from the third party or not
A copy of the internal incident report from building management. If possible, please also detail any remedial action taken after the incident
Photos showing the scene of the accident and extent of third party property damage and/or bodily injury, if possible
Any third party correspondence, summons or writs. Please note that any such correspondence should be forwarded to us immediately unanswered
N.B. No liability should be admitted or offer or promise of payment made to the third party without the company's approval

3. Personal Accident Claim

A completed claim form, including doctor's certificate
The original hospital / medical bill(s) / and sick leave certificate(s) with diagnosis
In the event of a claim for permanent total disablement, the original medical report showing the extent of injury and the percentage of permanent disability assessed.

4. Employees’ Compensation Claim

A copy of the completed claim form (Form 2). The original Form 2 should be submitted to the Labour Department directly.
The original sick leave certificate(s) as soon as it / they become available
The original Certificate of Assessment (Form 7), if applicable and as soon as it becomes available
The original Certificate of Review of Assessment (Form 9), if applicable and as soon as it / they become available
The original medical expenses receipt(s), if applicable and as soon as it / they become available
The original Certificate of Compensation Assessment (Form 5) or Agreement between Employer & Employee duly approved by Labour Department as soon as it becomes available

Claims

Claim Procedure

Understanding your policy coverage

Emergency Contact

Other Information

Understanding your policy coverage

Supporting Documents

Supporting Documents

Understanding your policy coverage

Important advice

Other Information

Inpatient Claim Procedure

Outpatient Claim Procedure

Dental Claim Procedure

Pre-authorisation Procedure

Emergency Situation Procedure (where pre-authorisation is not provided)

Death Claim

Enquiry Hotline

Hospitalisation Claim Procedure

Accidental Dental Claim Procedure

Enquiry Hotline

Hospitalisation Claim Procedure

Outpatient Claim Procedure

Dental Claim Procedure

Enquiry Hotline

Hospitalisation Claim Procedure

Outpatient Claim Procedure

Dental Claim Procedure

Enquiry Hotline

Other Information

Understanding your policy coverage

Supporting Documents

Understanding your policy coverage

Important Advice

Supporting Documents

Enquiry Hotline

Enquiry Hotline

Supporting Documents

Pre-authorisation Procedure

In-patient/ Out-patient/ Dental Claims Procedures

Emergency Situation Procedure (where pre-authorisation is not provided)

Enquiry Hotline

Hospitalisation Claim Procedure

Outpatient Claim Procedure

Dental Claim Procedure

Enquiry Hotlines

Hospitalisation Claim Procedure

Outpatient Claim Procedure

Dental Claim Procedure

Enquiry Hotline

Hospitalisation Claim Procedure

Outpatient Claim Procedure

Dental Claim Procedure

Enquiry Hotline

Hospitalisation Claim Procedure

Outpatient Claim Procedure

Enquiry Hotline

Hospitalisation Claim Procedure

Outpatient Claim Procedure

Dental Claim Procedure

Enquiry Hotline

Supporting Documents

Supporting Documents

Supporting Documents