Emma by AXA Frequently Asked Questions
What policies can I check via Emma by AXA app and portal?
You can check your Life policy, Group Medical policy and General Insurance policy via Emma by AXA app; while you can only check your Life policy via Emma by AXA portal.
What information related to my Life policy(s) will be shown under my account?
The following information related to your Life policy(s) are available in Emma by AXA app/portal:
- Policy Holder
- Insured Name
- Effective Date
- Policy Status
- Total Sum Insured / Protection Amount / Benefit Base
- Payment Information
- Policy Value
Below information related to the rider(s) are also available:
- Rider Name
- Rider Status
- Total Sum Insured / Benefit Base
What information related to my General Insurance policy(s) will be shown under my account?
The following information related to your General Insurance Policy(s) are available in Emma by AXA app:
- Policyholder
- Insured Name
- Effective Date
- Expiry Date
- Policy Status
- Registration No. (only apply to Motor policy)
- Make and Model (only apply to Motor policy)
- Car Type (only apply to Motor policy)
- Insured Address (only apply to Home policy)
What information related to my Group Medical Insurance policy(s) can I see under my account?
The following information related to your Group Medical Insurance policy are available in Emma by AXA app:
- Policy Number
- Certificate Number
- Commencement Date
- Insured persons
What kind of documents can I download from Emma by AXA app?
You may download below documents from Emma by AXA app respectively.
Life policy (a total of 7 categories of documents can be downloaded):
- Policy Contract & Documents
- eStatements amd Annual Summary
- Policy Servicing
- Claims
- Funds and Investments
- Payments and Premiums
- Claim Application Documents
General Insurance policy (a total of 2 categories of documents can be downloaded):
- Policy Contract & Documents
- Claims
Group Medical Insurance policy (a total of 2 categories of documents can be downloaded)
- Benefit Coverage
- Claims Procedure
What kinds of online payment options are available for Life policies in Emma by AXA app/portal?
You can make online payments through the following methods for Life policies.
- Faster Payment Service (FPS)
- Credit Card (VISA Card / Mastercard / American Express Card / UnionPay*)
*Applicable to certain products only
If you woud like to renew your General Insurance policy(s) online, please use Credit Card for online payment.
Can I pay partial premium for Life policies via Emma by AXA app/portal?
Yes, you can pay partial premium when submitting the request for online payment via credit card.
How long does it take to process after paying the premium online through automatic transfer?
It will take 2-3 business days.
How long does it take to process the fund allocation submission?
The fund allocation order will be completed in 7 business days from the date of submission.
How long does it take to process the fund switching submission?
The fund switching request order will be completed within 2 - 3 weeks from the date of submission.
How long does it take to process the beneficiary change?
Policy beneficiary change will be completed within 5 business days.
How long does it take to process the customer information change?
Mobile no., email, and correspondence address change will be completed within 8 business days.
What is the maximum claim limit I can submit through Emma by AXA app?
For Group Medical policy outpatient medical claims, there is no claim submission limit set per claim, but the actual claim disbursement depends on your policy benefit coverage.
For Life insurance medical claims, the upper claim limit is HKD100,000 per claim, but the actual claim disbursement also depends on your policy benefit coverage.
What kind of claims can I submit through Emma by AXA app?
For Group Medical policies, you can only submit outpatient medical claims through Emma by AXA app.
For Life policies, you may submit below claim applications.
(i) Medical claims (pre-, post- or hospitalisation);
(ii) Accident claims;
(iii) Disability & waiver of premium claims;
(iv) Critical illness claims
For General Insurance policies, you may submit claims for travel, domestic helper, personal accident, motor, home and overseas study policies. For below claim types, you may fill in claim details and upload the required documents via Emma by AXA app.
(i) Outpatient
(ii) Personal Belongings
(iii) Travel Delay
(iv) Baggage Delay
For other claim types, please upload completed claim forms together with supporting documents via Emma by AXA app.
Where could I see the record of my submitted claims in Emma by AXA app?
After submitting your claims, you can track the submission in the "Submission via Emma" tab within the "Claim History" service.
Once our claims team has processed your claim, a detailed record will be displayed in the "All History" tab of the "Claim History" service. Please note that it may take 7-14 working days to display your claim record in the "All History" tab after submission.
If you experience a prolonged delay in viewing your record, please contact AXA Customer Service hotline at (852) 2519 1166 to verify your claim status.
Can I check the reason why my claim was rejected / closed?
Group Medical policies
If your claim has been rejected, you can find the reason or remarks in the claim history record within the app or in the settlement letter. If you have not received the letter, please call AXA Customer Service at (852) 2519 1166 for further details.
General Insurance policies
Please check if you received our email update, or please reach out to AXA Claims Hotline at (852) 3070 5002 for more details.
What policies can I check via Emma by AXA app and portal?
You can check your Life policy, Group Medical policy and General Insurance policy via Emma by AXA app; while you can only check your Life policy via Emma by AXA portal.
What information related to my Life policy(s) will be shown under my account?
The following information related to your Life policy(s) are available in Emma by AXA app/portal:
- Policy Holder
- Insured Name
- Effective Date
- Policy Status
- Total Sum Insured / Protection Amount / Benefit Base
- Payment Information
- Policy Value
Below information related to the rider(s) are also available:
- Rider Name
- Rider Status
- Total Sum Insured / Benefit Base
What information related to my General Insurance policy(s) will be shown under my account?
The following information related to your General Insurance Policy(s) are available in Emma by AXA app:
- Policyholder
- Insured Name
- Effective Date
- Expiry Date
- Policy Status
- Registration No. (only apply to Motor policy)
- Make and Model (only apply to Motor policy)
- Car Type (only apply to Motor policy)
- Insured Address (only apply to Home policy)
What information related to my Group Medical Insurance policy(s) can I see under my account?
The following information related to your Group Medical Insurance policy are available in Emma by AXA app:
- Policy Number
- Certificate Number
- Commencement Date
- Insured persons
What kind of documents can I download from Emma by AXA app?
You may download below documents from Emma by AXA app respectively.
Life policy (a total of 7 categories of documents can be downloaded):
- Policy Contract & Documents
- eStatements amd Annual Summary
- Policy Servicing
- Claims
- Funds and Investments
- Payments and Premiums
- Claim Application Documents
General Insurance policy (a total of 2 categories of documents can be downloaded):
- Policy Contract & Documents
- Claims
Group Medical Insurance policy (a total of 2 categories of documents can be downloaded)
- Benefit Coverage
- Claims Procedure
What kinds of online payment options are available for Life policies in Emma by AXA app/portal?
You can make online payments through the following methods for Life policies.
- Faster Payment Service (FPS)
- Credit Card (VISA Card / Mastercard / American Express Card / UnionPay*)
*Applicable to certain products only
If you woud like to renew your General Insurance policy(s) online, please use Credit Card for online payment.
Can I pay partial premium for Life policies via Emma by AXA app/portal?
Yes, you can pay partial premium when submitting the request for online payment via credit card.
How long does it take to process after paying the premium online through automatic transfer?
It will take 2-3 business days.
How long does it take to process the fund allocation submission?
The fund allocation order will be completed in 7 business days from the date of submission.
How long does it take to process the fund switching submission?
The fund switching request order will be completed within 2 - 3 weeks from the date of submission.
How long does it take to process the beneficiary change?
Policy beneficiary change will be completed within 5 business days.
How long does it take to process the customer information change?
Mobile no., email, and correspondence address change will be completed within 8 business days.
What is the maximum claim limit I can submit through Emma by AXA app?
For Group Medical policy outpatient medical claims, there is no claim submission limit set per claim, but the actual claim disbursement depends on your policy benefit coverage.
For Life insurance medical claims, the upper claim limit is HKD100,000 per claim, but the actual claim disbursement also depends on your policy benefit coverage.
What kind of claims can I submit through Emma by AXA app?
For Group Medical policies, you can only submit outpatient medical claims through Emma by AXA app.
For Life policies, you may submit below claim applications.
(i) Medical claims (pre-, post- or hospitalisation);
(ii) Accident claims;
(iii) Disability & waiver of premium claims;
(iv) Critical illness claims
For General Insurance policies, you may submit claims for travel, domestic helper, personal accident, motor, home and overseas study policies. For below claim types, you may fill in claim details and upload the required documents via Emma by AXA app.
(i) Outpatient
(ii) Personal Belongings
(iii) Travel Delay
(iv) Baggage Delay
For other claim types, please upload completed claim forms together with supporting documents via Emma by AXA app.
Where could I see the record of my submitted claims in Emma by AXA app?
After submitting your claims, you can track the submission in the "Submission via Emma" tab within the "Claim History" service.
Once our claims team has processed your claim, a detailed record will be displayed in the "All History" tab of the "Claim History" service. Please note that it may take 7-14 working days to display your claim record in the "All History" tab after submission.
If you experience a prolonged delay in viewing your record, please contact AXA Customer Service hotline at (852) 2519 1166 to verify your claim status.
Can I check the reason why my claim was rejected / closed?
Group Medical policies
If your claim has been rejected, you can find the reason or remarks in the claim history record within the app or in the settlement letter. If you have not received the letter, please call AXA Customer Service at (852) 2519 1166 for further details.
General Insurance policies
Please check if you received our email update, or please reach out to AXA Claims Hotline at (852) 3070 5002 for more details.
How to register for Emma by AXA app?
Please refer to the User Guide to register for Emma by AXA app.
Can I download Emma by AXA app outside of Hong Kong?
If you are using iOS or Huawei device, you could change the region to Hong Kong in the setting page, and then download Emma by AXA app directly from App Store or Huawei AppGallery.
Other Android users who are unable to download using the above platforms, you may download the .apk file on https://www.axa.com.hk/en/emma-by-axa for installing the app.
Alternatively, you may view your policy details via the Emma by AXA portal* on emma.axa.com.hk/en/emma.
*Our portal is currently available only to policyholders who hold an eligible in-force Life, Health Protection, or Savings & Investment policy, as well as members of Group Medical Policy (limited to eHealth Card functionality).
Remarks: Emma by AXA app is currently only available in the Hong Kong and Macau App Store, Google Playstore or Huawei AppGallery.
Can my insured / dependent register for an Emma by AXA app account?
Insured of Life policies and dependents of Group Medical policy members who aged 18 or above, may register for their own Emma by AXA app account to view their polices and enjoy other value-added services.
I have two policies under the registration of two different identity document types, can I associate the two policies into one Emma by AXA app account?
If you wish to merge multiple polices under the registration of different identity document types (including Hong Kong ID Card, China ID Card, Macau ID Card, or Passport) into one Emma by AXA app account, please contact the below AXA Customer Service Hotlines:
Life policies: (852) 2802 2812
General Insurance polices: (852) 2523 3061
Group Medical policies: (852) 2519 1166
I cannot find my policy using my Hong Kong ID Card number. Can I try another identity document type?
You should use the same identity document registered on the policy to register for the Emma by AXA app, or find your policy in the Emma by AXA app.
If you used a Hong Kong ID Card to register the policy, please enter your Hong Kong ID Card no. (including English letters and the number inside the brackets, for example A123456(7)). If you used the China ID Card, Macau ID Card, or Passport to register the policy, please input the sixteen to eighteen digits and symbols of the identity document.
I have just purchased my first policy from AXA. Can I register for the Emma by AXA app and view the policy information immediately?
You will receive an email about registering for Emma by AXA app around 2-3 days after you have successfully purchased policy from AXA. Please then download Emma by AXA app via App Store or Google Play Store, and follow below tutorial video to register an account.
If you already registered Emma by AXA app, please log in and then select "Find My Policy" on Homepage to link up your policy. Emma will only display limited features before you link up your policy. You will be notified via SMS or email once your policy has been successfully linked up. You will then be able to view your policy after your account is automatically updated.
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