Claims Appeal

If you disagree with our claims decisions, you can appeal against the claims results. We will handle all appeal requests fairly and timely.


Time for appeal:

Claims appeal requests must be submitted within 90 days from the notice date of our Claim Settlement Advice / Notification of Claim Decision.


Documents required:

  1. Please fill in and sign Claims Appeal Form; or provide us a signed written instruction specifying the claims you would like to appeal, and your reason(s) for appeal
  2. A copy of the Claim Settlement Advice / Notification of Claim Decision
  3. Supporting documents (if any)

Mailing address:

  • Life Insurance:
    Suite 2001, 20/F, Tower Two, Times Square, 1 Matheson Street, Causeway Bay, Hong Kong
  • Health Insurance:
    P.O. Box. No. 90854, Tsim Sha Tsui Post Office, Kowloon, Hong Kong
  • General Insurance:
    5/F, AXA Southside, 38 Wong Chuk Hang Road, Wong Chuk Hang, Hong Kong


Processing time:

A written result will be provided to you in 10-15 working days upon receipt of the required documents.


Appeal enquiry:

  • Call the respective product’s enquiry hotline; or
  • Submit a respective product’s e-form at the “Contact Us” page 

Ask Emma