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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.

Claim via Emma by AXA

Claim via Email

How to submit your claim via Emma by AXA app?

Enjoy your paperless claim journey on Emma by AXA app! You can submit claims and view claim status via Emma by AXA app.

1. Log in to Emma by AXA app

2. Click "Make a Claim" and select the relevant policy

3. Upload completed claim form(s) and 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

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?

Property Claim Form
Download
Third Party Liability Claim Form
Download

What 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.

For Property Claim

  • A Property Claim Form to complete with detailed description of the incident.  
  • Photos showing the extent of the damage; for burglary claims, provide photos that show entry and exit points of the premises
  • The loss/damage report from relevant authorities e.g. the police, including the police report number and the address of police station (if applicable)
  • Following supporting documents showing the value of the lost/damaged item(s)/cash:
  • The repair receipt(s), in the case of a possible repair
  • The purchase receipt(s) and replacement quotation(s)/receipt(s), in the case of a possible replacement

Remarks: Please keep all damaged property available for inspection by the insurers.

For Third Party Liability Claim
  • A Third Party Liability Claim Form to complete with detailed description of the incident irrespective of a third-party settlement
  • 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.

Remarks: No liability should be admitted or offered or promise of payment made to the third party without the approval from the insurer.

Claim Support

Email us

home.claims@axa.com.hk

Call us

(852) 2523 3061

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.

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