1

Download and complete claim form(s)

2

Prepare all the supporting document(s)

3

Submit claim form(s) with all supporting document(s) within 90 days from the date of consultation/treatment

4

AXA will review and process your claim submission within 5 to 7 working days

5

Settlement letter and/ or email will be issued to you after approval

EASILY SUBMIT YOUR CLAIMS WITH EMMA BY AXA!

Download Emma by AXA app to enjoy the convenience of submitting your claims online.

Click "CLAIM ONLINE" Button or Download Emma by AXA app
Upload the supporting document(s)
Claim review and settlement
CLAIMS FORM(S)
SUPPORTING DOCUMENT(S) CHECKLIST

Please keep the original receipt(s) and other claim documentation for 6 months from the claim completion date. AXA reserves the right to request additional information/documentation to support each claim.

Basic documents:

  1. Critical Illness/Disability/Accident Claim Form I and Critical Illness Claim Form II
  2. Copy of ID or passport of the Insured/Policy Owner (if not provided before)
  3. Copy of Laboratory/X-ray/CT Scan/MRI report/Pathology report
  4. Copy of China hospital discharge summary, admission record and front page (no need to submit Claim Form II in the case of hospitalization in China)

Additional documents (if applicable):

  1. IRS Form W-8 (for non-US entity/trust)/IRS Form W-9 (for US entity/trust)
  2. Supplement with Tax Residency Self-Certification for Non-Individual (For Claims) 
CLAIMS SUBMISSION
  1. Through Emma by AXA: Fill-in the form(s) and upload the supporting document(s) in Emma by AXA.
  2. By post: Mail the completed claim form(s) with all supporting document(s) to the mailing address listed on the claim form.
  3. Through Financial consultant assistance: Submit the completed claim form(s) with all supporting document(s) to your financial consultant.

Contact Information
Telephone: (852) 2802 2812
Email: cs@axa.com.hk
Mail: Customer Service Centre, Suite 2001, 20/F, Tower Two Times Square, 1 Matheson Street, Causeway Bay, Hong Kong

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.