1

Download and complete claim form(s)

2

Prepare all the supporting document(s)

3

Submit claim form(s) with all supporting document(s)

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

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.

1. Medical Expenses

Please provide:

  • Full description of the sickness or injury sustained on the claim form(s)
  • Hospital/medical bill(s)/receipt(s) with clearly marked diagnosis and certified by the attending physician

2. Personal Accident

Please provide:

  • Full description of the sickness or injury sustained on the claim form(s)
  • Doctors report of certification on the extend of the injury
  • In the event of a death claim, please contact us for further guidance

3. Baggage and Personal Effects

Please provide:

  • Full description of the incident and the list of claim items which you are claiming for on the claim form(s)
  • Loss/damage report(s) from the relevant authorities e.g. airline, hotel or the Police
  • Photos showing the extend of damage to the property (if applicable)
  • Repair receipts of the damaged property (if applicable)
  • All receipts and/or warranties relating to the lost/damaged property if they require replacement

4. Baggage Delay

Please provide:

  • Full description of the incident on the claim form(s)
  • Confirmation from the airline that the baggage was delayed abroad for more than 6 hours, with reason(s) stated
  • Invoices/receipts for the purchase of essential items

5. Personal Money and Travel Documents

Please provide:

  • Full description of the incident on the claim form(s)
  • Loss report from the Police
  • Supporting documents showing the value of the amount of cash lost e.g. exchange slip etc.

6. Personal Liability

Please provide:

  • Full description of the incident on the claim form(s) 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 extend of the third party property damaged and/or third party bodily injured, if possible
  • Third party correspondence(s), summons or writs received in elation to the incident should be forward to us immediately 
  • Remarks: No liability should be admitted, offered or promise of payment made to the third party without the company’s approval.

7. Travel Delay, Trip Re-routing, Missed Journey and Overbooking

Please provide:

  • 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
  • Copy of the itinerary, air ticket and boarding pass

8. Loss of Deposit, Cancellation of Trip and Trip Curtailment

Please provide:

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

9. Home Care Benefit

Please provide:

  • Relevant incident report from the police and /or the Fire Service Department
  • Detailed clam list of the damaged items(s) together with supporting document(s) to substantiate its value(s)

10. Trauma Counselling

Please provide:

  • Incident report from the relevant authority
  • Consultation receipt from a registered psychologist

11. Rental Vehicle Excess

Please provide:

  • Incident report from the relevant authority
  • Vehicle rental agreement with detailed terms & conditions
  • Payment receipt(s) for the rental charges
  • Payment receipt(s) for the excess paid

12. China Hospital Deposit Guarantee Benefit (If applicable)

Please provide:

  • Full description of the sickness or injury sustained on the claim form(s)
  • Hospital/medical bill(s)/receipt(s) with clear diagnosis marked and certified by the attending physician
CLAIMS SUBMISSION
  1. By email: Send the completed claim form(s)m. with all supporting document(s) to travel.claims@axa.com.hk

24-hour Emergency Assistance Hotline
Telephone: (852) 2861 9285

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.