Ask Emma

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What is AXA Goal?

AXA Goal is a step count reward program which encourages members to walk more in their daily life. The applicable reward level will depend on the minimum number of achieved days (i.e. Take 10,000 steps or more a day will be considered as an &quot;Achieved Day&quot;) in a membership year.

What are the reward levels in AXA Goal?

There are 3 reward levels in the AXA Goal :<ul><li>Crystal: 50 Achieved Days / membership year to get 5% premium rebate</li><li>Jade: 125 Achieved Days / membership year to get 10% premium rebate</li><li>Diamond: 250 Achieved Days / membership year to get 20% premium rebate</li></ul>

How to connect my tracking device?

You may connect your tracking device by clicking Settings &gt; tracking device &gt; Select tracking device.

Who can enroll in the AXA Goal Program?

Insured persons of AXA WiseGuard Pro Medical Insurance Plan (“WiseGuard Pro”) who has attained the age of 18 is eligible for AXA Goal. If you are eligible for AXA Goal, the AXA Goal onboarding invitation prompts after you have downloaded and registered Emma by AXA. (If you are not the policy holder, the policy holder’s authorisation via his/her Emma by AXA account will be required). The enrolment is complete after you accept the Terms &amp; Conditions for AXA Goal and Wellness Companion.

How to sync my tracker?

You will need to sync your designated tracker application to ensure Emma by AXA is displaying the up to date status. Please allow for synchronization delay for up to 24 hours.

I have privacy concerns.

We take your privacy very seriously. Only you have access to your Wellness Companion data. To learn more about our privacy policy, click &#39;Profile&#39; at the bottom of the screen in Wellness Companion, and view our terms and conditions. Tap &#39;Remove data from Wellness Companion&#39; to remove all your data from Wellness Companion can be found at the bottom of the &#39;Settings&#39; page in Emma by AXA mobile application.

What&#39;s First year sign-up bonus?

You will be entitled for an extra 50 days as achieved days in your first year membership if you have completed the AXA Goal sign-up process within first membership year.

My achieved days are incorrect.

There are 3 factors which may affect the achieved days data. The below steps may help to display the correct data.<ul><li>Reconnect the designated tracking device in Emma by AXA.</li><li>Sync your designated tracking device to its tracking device application.</li><li>Please allow for synchronization delay for up to 24 hours.</li></ul>

What is membership year?

AXA Goal membership year is determined as follows :<ul><li>The first membership year shall run from the day when the eligible customer completes the AXA Goal enrollment process by accepting the AXA Goal Terms &amp; Conditions and shall end 42 days prior to the policy anniversary of that policy year of WiseGuard Pro (“First Membership Year”). </li><li>Subsequent membership years shall last for 12 months commencing on the day after the end of the previous membership year.</li></ul>

What tracking devices are applicable in Emma by AXA?

Currently we only support Apple Health App (with iPhone and Apple Watch), Fitbit App, Garmin App and Google Fit App.

What rider information will be shown under my account?

You can see below information related to rider (per rider) :<ul><li>Rider Name</li><li>Rider Status</li><li>Expiration Date</li><li>Total Sum Insured / Benefit Base</li></ul>

What kind of document I can download from Emma by AXA e-Service?

There are 3 categories of document which can be downloaded<ul><li>Policy Contract &amp; Related Documents</li><li>eStatements eAdvices</li></ul>

What online payment options are supported by Emma by AXA?

The payment options supported are :<ul><li>Faster payment service</li><li>Online payment via credit card</li></ul>

Can I pay partial premium?

Yes, you can pay partial premium when submitting the request for online payment via credit card.

How long will it take for my premium payment (online payment - autopay) to be processed?

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.

What is the maximum claim limit I can submit through Emma by AXA?

For employee benefits medical claims, the claim limit up to HKD3,800 per claim.For life insurance medical claims, the claim limit up to HKD25,000 per claim.

What kind of claims can I submit through Emma by AXA?

For employee benefit policies, you can submit outpatient medical claims only.For life policies, you can submit (i) Medical claim (pre- , post - or hospitalisation) (ii) Accident claim (iii) Disability &amp; waiver of premium claim (iv) Critical illness claim

I have submitted the claims, but cannot see the record shown in the Emma by AXA?

Kindly call AXA Customer Services hotline to verify your claim status.

Why my claim was rejected / partial paid?

This could be either due to your eligibility and subject to claim assessor. Kindly view your settlement advice for complete details.

Can I check the reason why my claim was rejected?

Please refer to the hardcopy once you receive for the reject details. If you have not received the hardcopy, please check with your agent.

Can I download Emma by AXA mobile app in Mainland China App Store / Google Play Store?

You can login to Emma by AXA web portal with your smartphone, tablet and laptop by clicking on &quot;Login&quot; button at top-right corner in www.axa.com.hk/emma-by-axa. Meanwhile, Emma by AXA mobile app (namely &quot;Emma by AXA&quot; ) is only available for download in Hong Kong and Macau App Store / Google Play Store.

Can my beneficiary/dependents register in Emma by AXA account?

No. For life policies, only the policy holder is eligible to register a Emma by AXA account for his/her policies.

I am an existing MyAXA employee benefits (app) and life insurance (portal) user, which username should I use to login Emma by AXA?

You could use either of them to login to Emma by AXA App.

I have two accounts in MyAXA, one for MyAXA app and other for MyAXA web portal. Which one should I use to login to Emma by AXA?

If you are logging in to Emma by AXA app, please use either of the usernames (MyAXA app or MyAXA web portal) to log in. If you logging in Emma by AXA web portal, please use the MyAXA portal username. Alternatively, if you would like to have only single login, please contact our Customer Service to merge your login accounts.

I tried to login Emma portal by using MyAXA app username &amp; password. It doesn’t work.

Emma by AXA portal is exclusive for life insurance policyholders. If you are an employee benefits customer, please download the Emma by AXA app and login using the MyAXA username and password.

I have multiple life insurance policies using the different ID (e.g. one with passport number, another one with HK ID), can I associate the two life policies into one Emma by AXA account?

No. your Emma by AXA account can only show policies under your national ID (HK ID / China ID / Macau ID or passport) which you used to &quot;Find my policy&quot;. If you would like to view all your policies, please contact our customer service to help you.

Can I use life insurance e-Service username and password to login Emma by AXA app or portal?

No. If you are existing MyAXA portal user, then please use the MyAXA username. Otherwise, please create an account on Emma by AXA by going through the &quot;Create account&quot; flow.

My HK ID does not work in the find my policy page. Can I try another ID document?

You should use the submitted application ID document for the registration. For HK ID, You are only required to enter the first 7 characters of your HK ID (e.g. A123456). You may also use China or Macau ID (enter 16-18 characters) or passport number to register if this is your submitted application ID document.

I have just purchased my first life insurance policy in AXA. Can I register Emma by AXA and view the policy information immediately?

Around 2 to 3 days after you application submission, you will receive an email advising that you to register for Emma by AXA. As part of the first time login, you will need to link the policy (Find My Policy). Until the application is fully approved, Emma will only display limited features for use. You will be advised by SMS or email notification once your application is approved. Your Emma by AXA account will automatically be updated and be able to view your policy. (If you haven’t set up an Emma account, you can also register and activate account now.)

Emma by AXA FAQ