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 do I 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 is above 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 do I 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 is the 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. If the problem persists, please contact customer service.</li></ul>

What is my 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 device are supported 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 of my Life policy(s) will be shown under my account?

The following information related to the rider(s) of your Life policy(s) could be found:<ul><li>Rider Name</li><li>Rider Status</li><li>Expiration Date</li><li>Total Sum Insured / Benefit Base</li></ul>

What kind of documents can I download from Emma by AXA e-Service for Life policy(s)?

There are 6 categories of documents which can be downloaded <ul><li>Policy Contract &amp; Documents</li><li>eStatements amd Annual Summary</li><li>Policy Servicing</li><li>Claims</li><li>Funds and Investments</li><li>Payments and Premiums</li></ul>

What kinds of online payment options for Life policy(s) are supported by Emma by AXA?

We support Faster Payment Service (FPS), and Online Payment via credit card at this stage.

Can I pay partial premium for Life policy(s)?

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 outpatient medical claims, there is no claim limit set per claim.For life insurance medical claims, the upper claim limit is HKD 25,000 per claim.

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

For employee benefits policies, you may only submit outpatient medical claims through Emma by AXA.For life policies, you may submit(i) Medical claims (pre-, post- or hospitalisation); (ii) Accident claims; (iii) Disability &amp; waiver of premium claims; (iv) Critical illness claims

What should I do if I cannot see the record of my submitted claims in Emma by AXA?

Please call AXA Customer Service hotline to verify your claim status.

Why my claim was rejected / partial paid?

You may be ineligible for the claim item or have exceeded your benefit level, this is also subject to a review by the claims assessor. Please refer to 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.

Is the Emma by AXA mobile app avaliable in the Mainland Chinese App Store/Google Play Store?

The Emma by AXA app is not available in the Mainland China App Store/Google Playstore, but you may download the .apk file on <a target='_self' href='/en/emma-by-axa'>https://wwww.axa.com.hk/en/emma-by-axa</a> for installing the app. Alternatively you may view your Life policy(s) details via the Emma by AXA web portal on <a target='_blank' href='https://emma.axa.com.hk/en/emma'>emma.axa.com.hk/en/emma</a>.

Can my beneficiary / insured register an Emma by AXA account?

Insured of Life policies and dependents of employee benefits members, aged 18 or above, may register for their own Emma by AXA account to view their polcies and enjoy other value-added services.

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 multiple life insurance policies using two different IDs (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.

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 required to enter the HKID (including the alphabet and digit within the bracket, e.g. A123456(7)).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.)

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