FAQ

General Questions

Q1: Why do I need insurance?

A1: Life is full of uncertainties. To cope with difficult moments, an insurance plan can ease the financial burden on your family when unfortunate events happen, such as death, sickness, accident and disability. Furthermore, an insurance plan can also help you build financial stability for education and retirement through savings-oriented insurance.

Q2: What types of insurance does AXA offer?

A2: AXA provides a wide range of insurance plans with all-round coverage to protect your interests against different hazards. Click on the links below to learn more about them.

Q3: How much insurance coverage do I need?

A3: You should take into account your current financial obligations and desired premium budget. There are ways to calculate the coverage amount needed for different types of protection from life protection, medical protection and accident protection among others. You can try our financial calculators or contact our consultants for professional advice.

Q4: I am not a Hong Kong resident, can I apply for an insurance policy from AXA?

A4: Subject to the laws and regulations in your home country and Hong Kong, you can apply for our insurance policy no matter where you are based Additional application requirements and underwriting procedures may be required. Contact us to know more details.

Q5: Why does my Policy Anniversary Statement look different? 

A5: At AXA, we regularly review and enhance the quality of our products and services in order to serve our customers better. The Insurance Authority (IA), which is the insurance regulator in Hong Kong, is also placing an increasing emphasis on providing customers with adequate and clear information.  With reference to the regulation IA introduced recently, we have enhanced our on-going communications with customers to support their understanding on the policies. 

For participating policies and universal life policies, an Illustration Summary will be inserted to the Policy Anniversary Statement that sent to customers each year.  It outlines both the guaranteed and non-guaranteed benefits based on the latest performance and the outlook of the participating funds. 

The Policy Anniversary Statement is also enhanced to provide more comprehensive policy information.

Given the different nature of each product and policy, Policy Anniversary Statements may consist of different sections.

Q6: Why are different terminologies used in my policy contract, proposal and other correspondence?

A6: Some terminologies have been renamed to align with the standardised industry terminology in May 2017.Please note that such changes will not affect the product features and the values in the relevant documents, as well as the terms and conditions stated in the policy contract. Please click here to access the Glossary Table for easy reference

Life Protection & Savings

Q1: Why do I need life insurance?

A1: While you work hard to build a better future for you and your loved ones, you also need to shield your family from any unexpected financial burden. By taking a life insurance plan with AXA, you can be assured that your family is protected against the financial difficulty in the unfortunate event of your death.

Q2: How can I benefit from a participating policy?

A3: You can share the profit from AXA through a participating policy offering non-guaranteed Annual Dividends / Reversionary Bonus / Terminal Bonus / Terminal Dividend. Wealth Advance Savings Plan, Smart Protector II Life Insurance Series, Smart Jumbo Saver III Savings Series, Smart Saver III Savings Series, MAXX II Savings Series, Prime Harvest Income Plan, Ever Harvest Income Plan, Fortune Guard Life Insurance and Fortune Protector Life Insurance are participating policy. To understand more about a participating plan, please click here to view the “Participating Policy Fact Sheet”.

Q3: How to determine the non-guaranteed benefits of a policy?

A4: AXA will determine the non-guaranteed benefits from time to time by taking into account the past investment performance of and future long term investment outlook for the underlying assets which support the relevant insurance policies. For some products, we will also consider the Company’s other experiences such as expenses, claims and/or policy persistency in determining the non-guaranteed benefits, where the factors depend on the underlying profit/loss sharing mechanism of the products. To understand more about the non-guaranteed benefits, please click here to view the “Participating Policy Fact Sheet”.

Q4: How can I make use of the Annual Dividends / Reversionary Bonus in my policy?

A5: The Annual Dividends are regular cash dividends and are guaranteed once declared. You may choose to withdraw the declared dividends to meet your specific needs or leave them with AXA to earn interests. You can also use the accumulated dividends to pay premium or to purchase paid up addition, subject to applicable terms and conditions. Reversionary Bonus is also a regular bonus but in the form of additional face amount (i.e. Sum Insured) and cash value. Face value of Reversionary Bonus will be payable in the event of the death of the insured and cash value of Reversionary Bonus will be payable at policy surrender or policy maturity.

Same as Annual Dividends, face value and cash value of Reversionary Bonus are guaranteed once declared. You may also withdraw the cash value of declared Reversionary Bonus to meet your specific needs. When the cash value of declared Reversionary Bonus is withdrawn, the cash value of its corresponding Terminal Bonus (which is derived from the Reversionary Bonus) will also be paid.

Q5: What is Terminal Bonus / Terminal Dividend?

A6: Terminal Bonus / Terminal Dividend is non-guaranteed benefit and is payable upon surrender, death or at policy maturity according to the respective policy provisions. Unlike Annual Dividends / Reversionary Bonus, it does not form a permanent addition to the policy. It may be increased or decreased at subsequent declaration. The amount will be determined when it becomes payable. If the product has both Reversionary Bonus and Terminal Bonus, the face value of Terminal Bonus will be payable in the event of the death of the insured and cash value of Terminal Bonus will be payable at policy surrender or policy maturity.

Q6: How can I make use of the cash value in my policy?

A7: You may choose to withdraw a portion of the policy cash value by means of partial surrender, or borrow against the cash value through policy loan, subject to applicable terms and conditions.

Q7: What will happen if I fail to make a premium payment on time?

A8: If you pay the outstanding premium during the grace period (31 days after the premium due date), there will be no interests charged on your outstanding premium. In order to keep the policy in effect and to avoid loss of protection, if the outstanding premium is still not settled at the end of the grace period, any accumulated dividends (if any) in the policy will be automatically withdrawn to pay the outstanding premium. Please note that the automatic withdrawal of accumulated dividends to pay the outstanding premium is only applicable to the products with Annual Dividends. If there is no accumulated dividend in the policy or the product has Reversionary Bonus only without Annual Dividends, and there is enough cash value in the policy, a loan would automatically be taken against the cash value to pay the outstanding premium provided that the loan amount does not exceed certain percentage of the cash value.

Q8: Why should I buy a term insurance now but not in the future?

A9: You can get protection with a lower premium if you start your term insurance plan earlier. Besides, our term insurance plans offer you guaranteed renewal without the need to provide any proof about your health condition, thus extending your protection until age 75. In addition, you can also choose to convert your term insurance plan into one of our selected whole life or coupon plans before age 70.

Critical/ Major Illness Protection

Questions and answers below are applicable to critical illness and major illness.


Q1: What is major illness insurance?

A1: A major illness would distress you and your loved ones as the expensive and prolonged medical treatments may place a large financial burden on the family. A major illness insurance gives you a lump sum cash benefit if you are diagnosed with a covered major illness. You can use this cash benefit to finance the treatment and recuperation, pay off your debts or pay for your living expenses.

Q2: What is the difference between major illness insurance and medical insurance?

A2: A major illness insurance offers a lump sum cash benefit upon diagnosis of any of the covered major illnesses to pay for treatment or any other expenses. On the other hand, a medical insurance is designed to reimburse medical costs and ease financial burden during hospitalisation.

Q3: What is Terminal Dividend?

A4: When your policy has been in force for 5 years, the basic plan may pay you a non-guaranteed terminal dividend. This non-guaranteed terminal dividend (if any) is payable when (a) all benefits payable under the basic plan reach 100% of the sum insured of the basic plan; (b) the policy is surrendered; (c) the policy matures; or (d) the insured passes away, whichever is earlier. Terminal dividend may be reduced or increased by the Company from time to time. Its actual amount will only be determined when payable. To understand more about the non-guaranteed benefits, please click here to view the Participating Policy Fact Sheet.

Medical Protection

Q1: What does medical insurance cover?

A1: AXA offers two major types of medical insurance coverage. The first type, such as our Smart Medicare and Global Elite II Health Plan, will reimburse your medical costs incurred from hospitalisation as well as outpatient surgery expenses. The other type, such as our Smart Medimoney and HealthSure Hospital Income Insurance, will alleviate your financial burden during hospitalisation by paying a daily cash benefit.

Q2: What is the difference between medical insurance and major Illness insurance?

A2: A medical insurance is designed to reimburse medical costs incurred and ease financial burden during hospitalisation. A major illness insurance gives a lump sum cash benefit upon diagnosis of any of the covered major illnesses to pay for treatment or any other expenses.

Q3: Will I be covered immediately once my medical insurance plan comes into effect?

A3: Medical insurance policy usually has a “waiting period” and any sickness that is contracted during the “waiting period” will not be covered by the policy. However, this “waiting period” usually does not apply to hospitalisation due to accident.

Q4: Does the medical insurance plan cover hospitalisation outside Hong Kong?

A4: No matter which country you are in, you are well covered by our Smart Medical Insurance, Global Elite II Health Plan and HealthSure Hopital Income Insurance. The benefits in most developed regions remain unchanged, while different benefit limits may apply in some specific locations.

Accident Protection

Q1: Why do I need accident insurance?

A1: Accidents can happen anytime, anywhere. An accident insurance protects you and your family against the unexpected financial burden arising from an accident.

Q2: Does accident insurance provide coverage for medical costs?

A2: Medical expense benefit is available under our Extra CARE Insurance Plan and Child Accident Protector, which covers medical expenses incurred due to accidents. The medical expense benefit under Child Accident Protector also offers customers the flexibility to choose Chinese bone setting and acupuncture treatments.

Q3: Does medical expense benefit cover hospitalisation expenses?

A3: In general, medical expense benefit under our Extra CARE Insurance Plan and Child Accident Protector covers medical expenses incurred from both in-patient and outpatient treatment as a result of accidents.

Q4: Does the plan cover accidents outside Hong Kong?

A4: You can be assured that you will be covered if the accident happens outside Hong Kong. The benefit in most developed regions remains unchanged, whereas in some special locations. the benefit may be subject to different limits.

Disability Protection

Q1: Why do I need disability income insurance?

A1: Having disability insurance is a wise step to protect yourself and your family from unexpected loss of income because of disability.

Q2: Will my disability income benefit catch up with inflation?

A2: If you are covered under our Disability Income Protection Plus, its escalating benefit will ensure that once the disability benefit is payable, it will be adjusted annually according to the Consumer Price Index (up to 6% a year).

Q3: Do I need to continue the premium payment if I become disabled?

A3: If you have purchased our Disability Income Protection Plus / Disability Income Protection as the basic plan, you will be covered with our waiver of premium benefit. In case of total disability where you are unable to work for six months or longer, your future premiums are waived until you recover. The premium paid during the first six months of disability will be refunded.

Q4: Does the plan provide the same benefit if I live outside Hong Kong for a certain period?

A4: The coverage for the disability income plan is worldwide. However, during the period when you live outside Hong Kong, Macau, North America, Europe, Australia, New Zealand, Japan and Singapore, benefits payable for total disability and partial disability are reduced by 50%.

Life eServices

Q1: Why should I use Life eServices?

A1: Life eServices is free to our valued customers. It allows you to enquire about policy details anytime, anywhere via the Internet.

Q2: Do I have to pay for Life eServices?

A2: No, Life eServices is offered for FREE.

Q3: Is Life eServices available 24 hours a day?

A3: Yes, you can access Life eServices 24 hours a day, seven days a week. However, occasional system maintenance, normally scheduled at midnight, may temporarily disrupt the service.

Q4: Can I access Life eServices when I am overseas?

A4: Yes, as long as you have an Internet-connected device loaded with the recommended hardware and software, you can access our Life eServices anywhere in the world.

Q5: How will I know if my registration is successful?

A5: You will receive an email notification with your Life eServices PIN on your registered email address.

Q6: Can I change my Life eServices PIN?

A6: Yes, you can change your PIN anytime to ensure security. Your new PIN should consist of eight characters in alphanumeric format – and should at least two English alphabets in both upper- and lower-case letters. Please note that the PIN is upper- and lower-case sensitive.

Q7: What can I do if I forgot my PIN?

A7: Go to our Life eServices webpage and request for a new PIN. The new PIN will be sent to your registered email address after we have verified your identity.

Q8: What are the requirements to access Life eServices?

A8: You will need:

  • A computer with a Internet connection (modem or broadband)
  • Microsoft Internet Explorer version 8.0 or later, or Netscape Navigator version 4/Netscape Communicator version 4.5
  • Screen resolution of 800 x 600 pixels in 256 colours or greater.

Q9: Do I need Cookies and/or JavaScript enabled in my browser?

A9: Yes, both cookies and JavaScript need to be enabled to access Life eServices.

To enable cookies & JavaScript in Microsoft Internet Explorer:

  • Go to the Windows Control Panel and open Internet Options
  • Select the Security Tab
  • Click Custom Level
  • Click Allow Cookies that are Stored in your Computer and Enable Java Script
  • Click OK

To enable cookies & JavaScript in Chrome

  • Go to the menu button and choose Preference
  • Select the Settings Tab, Go to Privacy
  • Click Content Setting
  • Click Allow Cookies that are Stored in your Computer and Allow all/ AXA.com.hk websites to run JavaScript
  • Click Done

To enable cookies & JavaScript in Firefox
Enable Cookies

  • Go to the menu button and choose Preference
  • Select the Privacy panel
  • Set Firefox will: to Use custom settings for history
  • Check mark Accept cookies from sites to enable Cookies
  • Click Done

Enable JavaScript

  • In the address bar, type “about:config” (with no quotes), and press Enter
  • Click “I’ll be careful, I promise"
  • In the search bar, search for “javascript.disable” (with no quotes)
  • Right click the result named “javascript.enabled.” and click “Toggle” to switch the value from false to true
  • Close the page and go back to the website

To enable cookies & JavaScript in Safari
Enable cookies

  • Choose Safari and choose Preference
  • Click Privacy
  • In the “Block cookies” section, specify if and when Safari should accept cookies from website. To see an explanation of the options, click the Help button (question mark).
  • Close and save the changes

Enable Javascript

  • Choose Safari and choose Preference
  • Click Security
  • Check the Enable JavaScript under the Web content category
  • Close and save the changes

Q10: How secure is Life eServices?

A10: Security is of utmost importance to us. You are required to identify yourself with your Login ID and PIN each time you access Life eServices, which helps protect your personal information.
The information sent to your browser is encrypted with the 128-bit maximum strength Secure Sockets Layer (SSL) protocol. This high encryption helps protect your information from the time it is sent from our servers until it reaches your computer.
To prevent unauthorised access to your PC while it is not attended, Life eServices has a built-in automatic time-out feature. The system will time-out if there is no screen page change for 15 minutes. Therefore, you must re-enter your Login ID and PIN if you wish to continue using Life eServices.

Q11: How can I check if 128-bit Encryption is being used?

A11: 128-bit Encryption is only supported on Microsoft Internet Explorer version 5.5 Service Pack 2 or later, and Netscape Navigator 4.57 or later. If your browser is a version prior to one of those listed above, Life eServices will auto-switch to the highest encryption rate supported by your browser, with a minimum of 40-bit encryption.

For Microsoft Internet Explorer:

  • Hold your mouse pointer over the padlock icon in the lower right hand corner of Internet Explorer. The message SSL secured (128-bit) should appear.
  • For further details, click File, then Properties.
  • For Protocol, it should have HyperText Transfer Protocol with Privacy
  • For Connection it should have SSL 3.0, RC4 with 128 bit encryption (High); RSA with 1024 bit exchange

For Netscape Navigator:

  • Right-click any text on a page (not on an image) and select 'View info'.

For Security, it should have This is a secure document that uses a high-grade encryption key for U.S. domestic use only (RC4, 128 bit).

Q12: How can I enable 128-bit Encryption in Netscape?

A12: You can check that 128-bit encryption is active through the following steps: • Click the Security icon (large padlock) in the toolbar • Click Navigator on the left • Click the Configure SSL v3 button Ensure all items are enabled except ‘No encryption with an MD5 MAC’.

Q13: How can I make sure that I am really connected to AXA China Region?

A13: You can view the Security Certificate details for Life eServices to ensure that you have not been redirected to another site. For Microsoft Internet Explorer:

  • Click the padlock icon in the bottom right corner (enable the status bar if you cannot see it)
  • Ensure that the Certificate contains the following details:
  • Issued to = e-axa.com.hk
  • Issued by = www.verisign.com/CPS Incorp.by Ref. LIABILITY LTD.(c)97VeriSign
  • Check that the Certificate has a valid effective date

For Netscape Navigator:

  • Click the Security icon (large padlock) in the toolbar
  • Click Security Info
  • Click View Certificate
  • Ensure that the Certificate contains the following details:
  • This Certificate belongs to:
e-axa.com.hk
Terms of use at www.verisign.com/rpa (c)00
Information Technology Services Department
AXA China Region Insurance Company Limited
Hong Kong, Hong Kong, HK
  • This Certificate was issued by:
www.verisign.com/CPS Incorp.by
Ref. LIABILITY LTD.(C)97 VeriSign
VeriSign International Server CA -
Class 3
VeriSign, Inc.
VeriSign Trust Network
    Check that the Certificate has a valid effective date.

Q14: Is it OK to exit by closing the browser window?

A14: Always logout from Life eServices properly by clicking on the ‘Logout’ button. Also, to clear the temporary information stored in your PC, you should always close the browser after logging out. (Reason: Temporary files or data are totally removed from your computer if the browser window is properly closed after you logged out of Life eServices.)

Q15: What can I do to ensure maximum protection of my account and information?

A15: Avoid accessing Life eServices through shared, public computers, such as Internet kiosks and Cyber cafes. It is generally very difficult to guarantee privacy on such computers and the confidentiality of your information may be compromised. The auto-complete function on your browser should be disabled to avoid the automatic completion of your ID and PIN when you type the information. To disable auto-complete under Internet Explorer:

  • Go to the Windows Control Panel and open Internet Options
  • Select the Content tab
  • Click the AutoComplete button
  • Disable User names and passwords on forms
  • Click OK

Keep your information protected by protecting your PIN. Your PIN is part of the key that allows access to Life eServices. Here are some suggestions for creating your own PIN:

  • Use a PIN that is hard to guess
  • Avoid using a PIN that can be easily associated with you
  • Avoid using part of your User ID as the PIN
  • Create a PIN using a mix of upper and lower case letters and numbers (e.g. l33tH4x0r, C2piDA55)
  • Commit your PIN to memory and do not reveal it to anyone. If you must write it down, disguise it by making it the answer to a clue question or something similar and store it in a secure place

You should change your PIN periodically (e.g. every three months)

Q16: Is there any advice for general security awareness?

A16:

  • Keep two pieces of key data confidential – your policy number and your PIN
  • Avoid using easy-to-guess PIN such as your birthday or your phone number
  • Remember your PIN but never disclose it to anyone
  • Remember NO ONE (staff or agents) from AXA China Region will ever need to ask you for your PIN
  • Change your PIN periodically (e.g. every three months)
  • Keep your policy details secure. Once you have finished conducting your transaction at Life eServices, always log out before visiting other websites
  • Verify the last logon date and time that are provided in your first screen every time after login (Please see the question below for recommended procedures of suspicious unauthorised login.)

Q17: If I suspect there is any unauthorised access to my account, what should I do?

A17: If you suspect any unusual access activity or discrepancies from your last logon time shown at the Life eServices homepage, you should contact our customer service officer at (852) 2802 2812 immediately.

Q18: I cannot view Life eServices correctly with my browser?

A18: Try to clear your temporary Internet files cache
For Microsoft Internet Explorer:

  • Go to the Windows Control Panel and open Internet Options
  • Click Delete Files
  • Click OK

Q19: My PIN is not accepted.

A19: Make sure to switch off CAPSLOCK and switch on NUMLOCK if you are using the numeric keypad to enter numbers.

General Questions

Q1: How can I find my Policy number, Certificate number and Dependent number?

A1: You can search such information from your AXA Health Card or the Emma by AXA mobile app.

Q2: When should I submit a medical claim?

A2: Claims should be submitted within 90 days from the date of consultation/treatment.

Q3: Does my policy cover medical consultation outside Hong Kong?

A3: Yes, the policy provides worldwide coverage.

Q4: How long does it take to process an out-patient or in-patient claim after submission?

A4: Once all required documents are received, your claims will normally be processed within 5-7 working days.

Q5: Where can I search information for the list of AXA panel doctors?

A5: You can search such information in the Emma by AXA mobile app or contact our customer service hotline 2519-1166. 

Q6: How do I get back the original payment receipts for a second claims with another insurance company?

A6: When completing the claim form, you can tick the relevant box on the claim form for requesting a certified true copy of the original receipt. 

Q7: If I have made a partial claim with another insurance company, how do I claim the remaining balance from AXA?

A7: Please submit completed claim form with original receipt(s) or certified true copy of original receipt(s) together with a breakdown of the reimbursement from another insurance company for us to process the remaining balance.

Q8: Can I submit a claim through online service?

A8: If you are an Employee Benefits member of the policy, you can submit out-patient claims with receipt amount up to HKD2,000 through Emma by AXA mobile app. 

(There is no need to mail the original out-patient claim receipt to AXA but please keep the original documents and receipts for at least 6 months.)

Q9: What is a valid medical payment receipt?

A9: A valid medical payment receipt should include following information:

  • Name of patient
  • Date of consultation
  • Diagnosis
  • Breakdown of charges
  • Official stamp of service provider or signature of attending doctor

Q10: I have a Porta Protection policy in addition to group policy. Do I need to complete two claim forms?

A10: No. You can simply tick the relevant box on the claim form and indicate your Porta Protection policy number. We will then process both reimbursement claims together.

Q11: If I disagree with the claims assessment result, can I request to appeal my case?

A11: Yes. You can appeal for claims by email or post within 90 days from the issue date of claims settlement letter.

Please submit the following information for further review.

  • Settlement form
  • Indicate the claim you want to appeal
  • Provide the appeal reason(s)/supplementary information
  • Return certified true copy of the original receipt (if applicable)

Q12 : How long does it take to process an appeal request after submission?

A12: Once all required documents are received, the initial assessment result will be provided within 5-7 working days.

In-patient Questions

Q1: What should I do before my discharge from hospital?

A1: Please obtain the following documents from hospital:

Basic documents:

  • Claim form completed by yourself and your attending doctor
  • Original payment receipt(s) [including deposit receipt(s)]
  • Copies of statement for breakdown of hospital expenses (including daily charges, meal charges and package charges)

 

Additional documents (if applicable):

  • Copies of histopathology / endoscopic / diagnostic / laboratory tests report
  • Copies of operating theatre summary
  • Referral letters for any specialists

Q2: When should I submit for an inpatient claims?

A2: Please submit required documents within 90 days from the date of discharge.

Q3: If I have paid for a medical service (such as histopathology / endoscopic / diagnostic / laboratory test), how can I make the claim?

A3: Please submit the basic claims documents as mentioned in answer A1 and copies of histopathology / endoscopic / diagnostic / laboratory tests report.

Q4: How do I know an operation is a complex, major or minor operation?

A4: Please contact our customer service hotline 2519-1166 for further information.

Q5: Will my minor operation carried out in a day care surgical centre be covered under 'Hospital and Surgery' benefit and under which category should I make a claim?

A5: Yes, operation fees will be covered under the Surgeon Fee benefit if minor operation is performed by a registered medical practitioner in a clinic, recognized day care surgical centre or hospital.

Q6: What documents should I submit for a minor operation expenses claims?

A6: Please submit the following documents within 90 days from the date of treatment:

  • Claim form PART I completed by yourself
  • Original payment receipt(s) showing full name of patient, date of treatment, name of operation/procedure, diagnosis / nature of illness / sign & symptoms with official stamp of service provider or signature of the attending doctor
  • Click here to download claim form https://www.axa.com.hk/en/downloads

Q7: Does my policy cover laser or plastic surgery?

A7: The policy does not cover any laser or plastic surgery due to cosmetic or beautification purpose. However, if it is for curing a coverable sickness or injury, it will be covered.

Q8: My son will soon be admitted to hospital.  Will the meals consumed by me and my family be covered?

A8: No. Only the reasonable meals consumed by the patient (i.e. your son) could be covered. Please provide a breakdown of the meals for reimbursement claim.

Q9: What do I need to do to get in-patient claims for public hospital medical expenses?

A9: Please submit the following documents:

  • Claim form PART I completed by yourself
  • Discharge Summary or Medical Certificate with name of operation / procedure and diagnosis / nature of illness / signs & symptoms
  • Original payment receipt(s) 
  • Click here to download claim form https://www.axa.com.hk/en/downloads

Q10: What do I need to do to get in-patient claims for PRC hospital medical expenses?

A10: Please submit the following documents:

  • Claim form PART I completed by yourself
  • Discharge Summary
  • Front page of the hospital admission record
  • Original payment receipt(s) 
  • A breakdown of medical expenses
  • Click here to download claim form https://www.axa.com.hk/en/downloads

Q11: Does my policy cover claims for in-patient treatment outside Hong Kong?

A11: The policy provides worldwide coverage. Please submit the following documents:

  • Claim form completed by yourself (Part I)
  • Claim form completed by your attending doctor (Part II)
  • Original payment receipt(s) with a breakdown of hospital expenses (including daily charges, meal charges and package charges)
  • Copies of operating theatre summary
  • Copies of histopathology / endoscopic / diagnostic / laboratory tests report (if applicable)
  • Click here to download claim form https://www.axa.com.hk/en/downloads

Q12: Do Porta Protection Plan and FirstCare policy cover discharge medicine?

A12: No, only drugs and medicine consumed during confinement period will be covered.

Out-patient Questions

Q1: What documents should I submit for outpatient claims?

A1: If you are an Employee Benefits member of the policy, you can submit out-patient claims with receipt amount up to HKD2,000 through Emma by AXA mobile app. 

(There is no need to mail the original outpatient claim receipt to AXA but please keep the original documents and receipts for at least 6 months.)

For paper claim submission, please submit the following documents:

  • Claim form completed by yourself
  • Original payment receipt(s) showing the name of patient, date of consultation, diagnosis, breakdown of charges, and official stamp of service provider or signature of attending doctor
  • Copies of referral letter / prescription by a registered doctor (if applicable)
  • Click here to download claim form https://www.axa.com.hk/en/downloads

Q2: When should I submit for an outpatient claim?

A2: Please submit the required documents mentioned in answer A1 within 90 days from the date of consultation.

Q3: What additional information is required for outpatient claims of the following benefits?

A3: Please refer to the benefit entitlement of your policy for exact coverage. 

General requirements are as follows:

Specialist's Visit Benefit

  • A referral letter issued by a registered doctor with the exact diagnosis and the related specialty
  • If the referral letter is not available, such claim will be settled under General Practitioner Benefits
  • For claims in relation to specialist consultations, if you specify on the claim form that you would like to claim for General Practitioner Benefits, such claim will be settled under General Practitioner Benefits 

X-ray / Laboratory Test Benefit

  • A referral letter issued by a registered doctor with the exact diagnosis and type of X-ray / laboratory test(s) recommended.

Physiotherapy/Chiropractor Benefit

  • A referral letter issued by a registered doctor with the exact diagnosis and type of treatment recommended.

Chinese Medicine Practitioner Benefit

  • A prescription issued by a registered herbalist for each consultation.

Prescribed Medicine Benefit

  • A prescription issued by a registered doctor with the exact diagnosis and type of medicine with dosage recommended.

Q4: What is a valid referral letter?

A4: Referral letter must be issued by a registered doctor of western medicine and is valid for 90 days from the date of issuance or the last date of follow up consultation. This means the patient must receive the medical service no later than 90 days after the referral letter is issued.

Q5: What do I need to do to get outpatient claims for public hospital medical expenses?

A5: Please submit completed claim form, the Medical Certificate with the diagnosis / nature of illness / signs & symptoms and the original payment receipt to us within 90 days from the date of consultation.

Click here to download claim form https://www.axa.com.hk/en/downloads

Q6: I need to see a doctor, but I forgot to bring my AXA Health Card. What should I do?

A6: You may use your eHealth Card in the Emma by AXA mobile app. Alternatively, you may choose to pay for the treatment and submit a medical claim later. Please note such claim will be reimbursed based on the free-choice benefit limit.

Ask Emma