(Smart Medical / HealthPak / HealthSure Hospital Income Plan / MediPartner Health Plan / Hospitalisation Benefit )


Download and complete claim form(s)


Prepare all the supporting document(s)


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


Upon receipt of all required documents, we will process your claim within 7 working days


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


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

Individual insurance medical claims, the claim amount can be up to HKD25,000(subject to your policy eligibility).

Click "CLAIM ONLINE" Button or Download Emma by AXA app
Fill-in the form(s) in Emma by AXA
Upload the supporting document(s)
Claim review and settlement

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. Hospitalisation Claim Form I and Disability/Accident/Hospitalisation Claim Form II
  2. Original hospital receipt(s) and itemized hospital bills
  3. Original medical expenses receipt(s)
  4. Copy of ID or passport of the Insured/Policy Owner (if not provided before)
  5. Copy of Laboratory/X-ray/CT Scan/MRI/Pathology report(s)
  6. Copy of sick leave certificate
  7. Copy of Hong Kong public hospital discharge summary (no need to submit Claim Form II in this case)
  8. Copy of China hospital discharge summary, admission record and front page (no need to submit Claim Form II in the case of hospitalisation in China)
  9. Copy of Meals breakdown

Additional documents (if applicable):

  1. Copy of doctor’s referral for specialist or therapeutic treatment (if applicable)
  2. Copy of Physiotherapy/Occupational therapy report (if applicable)
  3. Copy of claims settlement advice from other insurer/party (if applicable)
  4. Proof of claimant's bank account details with the account holder’s name and account number (e.g. copy of bank passbook, copy of debit card/EPS)
  5. Telegraphic Transfer Request Letter

For HealthSure Hospital Income Plan only:

  1. Supplement – Tax Residency Self-Certification for Individual/Non-Individual (For Claims)
  2. IRS Form W-8 (for non-US entity/trust) / IRS Form W-9 (for US entity/trust)
  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  

Mailing Address: Customer Service Centre, Suite 2001, 20/F, Tower Two, Times Square, 1 Matheson Street, Causeway Bay, Hong Kong


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.