Terms of Use

Last updated: [6 May 2026]

This site is maintained by AXA China Region Insurance Company Limited ("AXA China Region") for and on behalf of AXA Hong Kong*. Information provided on this website is general in nature and does not constitute financial or medical advice. While AXA China Region has taken reasonable care in providing such information, the information is not specific to your investment objective, financial situation or particular needs.

The information provided in this website in respect of a particular product or service is for general information purposes only and is not a complete description of all terms, conditions and exclusions applicable to the relevant product or service. You are strongly recommended to refer to the offering documents or policy of the relevant product and/or terms and conditions for the relevant service for further details.

AXA China Region will endeavour to update this website as soon as practicable after changes. However, information can change without notice and so AXA China Region does not guarantee the accuracy of information on this website including information provided by third parties, at any one time. Further, AXA China Region does not warrant that this website or any electronic applications contained herein will be uninterrupted and free from delay, errors, defects, viruses or other malicious programs.

Such information is specially prepared for residents of Hong Kong and is not intended for persons located or resident in jurisdictions which restrict the distribution of information by us. Any currency references are references to Hong Kong dollars unless otherwise specified.

Copyright in the information provided and all trademarks, service marks, trade names, logos and icons contained on this website are owned by AXA China Region unless otherwise specified. Except as otherwise expressly permitted by AXA China Region, you may not copy, reproduce, republish, redistribute, alter,  modify, store in a retrieval system, transmit (in any form or by any means), use for creating derivative works or use in any other way for commercial or public purposes such information in any way, including removing this copyright notice.

AXA China Region disclaims any liability for loss, damages, cost or other expenses which you may incur as a result of any information provided on this website and/or your access and/or use of this website, to the extent that such liability is not excluded by law.

By accessing and/or using this website, you are deemed to agree that all terms and conditions applicable or relating to this website shall be governed by the laws of Hong Kong and that any dispute arising out of or relating to this website shall be subject to the exclusive jurisdiction of the courts of Hong Kong.

"Ask Emma" is a 24/7 chatbot designed to assist you with inquiries related to your policy, such as claims and locating network doctors. It can also guide you to various digital services available on “Emma by AXA” based on your instructions and connect you with Online Customer Service Representative within our customer service team on demand to provide real-time support* during business hours.

Please Note:

• "Ask Emma" is an automated application powered by large language model (LLM) artificial intelligence (AI). It employs advanced understanding capabilities to interpret your enquiries. Such interpretation may not be accurate or error-free.
• Use of "Ask Emma" is subject to the applicable Terms and Conditions and Privacy Policy , which can be reviewed in the settings page.

Important User Guidelines:

• Unless explicitly requested by us, do not disclose any personal data or sensitive information of yourself or any other individuals to "Ask Emma." Providing such information implies that you have obtained the necessary consent from the individuals involved.
• Do not send any unlawful, inappropriate, or prohibited information or material through "Ask Emma."

Disclaimer:

1. "Ask Emma" is an automated application. Although the pre-defined response has been proofread and confirmed by AXA, the response is for general reference only and is not intended to be construed in any way as offering any products or services or providing any advice, professional or otherwise.
2. To the fullest extent permitted by applicable law, AXA disclaims any conditions or warranties, whether express or implied, in relation to "Ask Emma" or any content of it.  Without prejudice to the foregoing, AXA makes no representations or warranties as to the accuracy, quality, completeness, timeliness, adequacy, security, reliability or validity of "Ask Emma" or any content of it, and that any error or defects in "Ask Emma" or any content of it will be timely corrected or at all.
3. To the fullest extent permitted by applicable law, AXA will not be liable for any loss or damage to you as a result of making available to you "Ask Emma" or any content of it (including without limitation any indirect, consequential or special loss or damage), your use or attempted use of "Ask Emma" or any  unauthorized access to your information through "Ask Emma", unless such loss or damage is directly caused by our gross negligence or wilful default.
4. You agree and shall be solely responsible for any breach of your obligations under these Terms of Use or for your actions or omissions, and AXA has no responsibility to you or any other persons because of your breach, actions or omissions. 
5. You are responsible for the security of your electronic equipment, mobile device, security code, and the confidentiality of your information.

Indemnity:

By using "Ask Emma," you agree to indemnify and hold harmless AXA and its affiliates from any loss, damage, or liabilities arising from your failure to comply with these Terms and Conditions, including but not limited to the improper disclosure of personal data or sensitive information or unlawful conduct.

*Additional Terms for Online Customer Service:

1. Online Customer Service is exclusive to AXA policyholders and is subject to customer service availability and business hours (Monday to Friday, 09:00 AM to 17:30 PM, except for public holidays).
2. You may instruct Online Customer Service Representative via Online Customer Service to perform account enquiries and certain types of support. Online Customer Service Representative may request personal information from you.  Online Customer Service Representative may access, and you authorize AXA and Online Customer Service Representative to access and provide your information in response to your requests or for the purpose of providing support to you.  The types and scope of support that Online Customer Service Representative can perform for you via Online Customer Service are limited.
3. Online Customer Service is provided by AXA on an “as is” and “as available” basis. AXA does not make any express or implied representation or warranty in relation to Online Customer Service or any content of it, including its security, reliability or functionality, or that Online Customer Service is free of viruses and can be accessed in an uninterrupted manner.

The protection of privacy in relation to personal data is the concern of every person in AXA China Region Insurance Company (Hong Kong) Limited / AXA China Region Insurance Company Limited / AXA General Insurance Hong Kong Limited / AXA Wealth Management (HK) Limited (referred to hereinafter as the “Company”, “AXA”, “we”, “our” or “us”). The Company respects personal data privacy and is committed to fully implementing and complying with the requirements under the Personal Data (Privacy) Ordinance (Cap. 486) (“PDPO”). Personal data will be collected only for lawful and relevant purposes and all practicable steps will be taken to ensure that personal data held by the Company is accurate. The Company will take all practicable steps to ensure security of the personal data and to avoid unauthorised or accidental access, erasure or other use.

The “Mainland China Appendix” (appended to this Privacy Policy) will also apply if you are located in Mainland China.

STATEMENT OF PRACTICES

Information collected when you visit our websites

When you browse our website, cookies will be stored in your computer’s hard drive. The purpose of using cookies is to 1) facilitate the content display and successful redirection to the correct page upon your clicking on the changing banner; and 2) remember that you have visited our website as well as what interested you on our website, such as the pages you viewed.

We do not collect or store any personal data (as defined under the PDPO) from you under this circumstance. You have a choice not to accept the cookies, but if you do, certain functionality, i.e. banner redirection and certain content display may not be available.

Statistics on visitors to our website

When you use our website, the Company will record anonymous statistics about your visit and do not collect any information which identifies your personal identity until you in fact decide to buy any of our products. Our service providers make a record of your visit that includes but not limited to IP addresses (and domain names), the types and configurations of browsers, language settings, geo-locations, operating systems, previous sites visited, and time/duration and the pages visited.

Your visit to our website may be recorded for general analysis for website enhancement and optimisation. Anonymous information may be gathered through the use of cookies. These cookies include retargeting cookies and are placed by AXA or by advertising networks that AXA work with. We use these cookies to ensure that the advertising and website content that we serve you, on our site or other websites, is aligned to your browsing habits. For example, to remind you of the products or services you have shown an interest in. These cookies are also used to limit the number of times you may see an advert/content and to tailor the messaging we serve you. They may also be used for research and to help measure the effectiveness of an advertising campaign.

If you would prefer, you can set your browser to disable cookies or inform you when they are set.

Third parties

We may engage with third parties to provide us with certain analytical services to better understand our visitors, who may use various third party technologies to collect and store anonymous information when you visit our website, and this may include using cookies, web beacons and similar mechanisms to collect information when you click on or move your cursor over their buttons. We may have access to this information to permit us to identify other websites that you have visited that are also associated with that third party. In doing so, however, these third parties do not collect personal data (unless you explicitly provide it to them), and we do not give any personal data to them. These third parties may collect certain non-personally identifiable information such as what web site a visitor came from, your IP address, and what type of browser you are using. These companies may also use non-personally identifiable information during your visits to our website and other websites in order to provide advertisements about goods and services likely to be of greater interest to you, and we do not control the dissemination of these third party cookies, web beacons and similar mechanisms.

Links to third party

Our website may contain links to third party websites. The Company does not provide your personal data to these third party websites. However, the Company has no control over these third party websites. You should review the privacy policies applicable to these third party websites to understand the ways in which these third parties may collect and deal with your personal data.

Retention

The Company ensures personal data is not kept longer than is necessary for the fulfillment of the purpose for which the data is or is to be used.

Security

The Company takes appropriate steps to protect your personal data we collect against unauthorised or accidental access, modification, erasure, loss or use.

Personal data electronically sent to us is protected through encryption controls (a secure means of transmission).

Collection of Personal Data

From time to time it is necessary for the Company to collect your personal data which may be used, stored, processed, transferred, disclosed or shared by us for purposes (“Purposes”), including:

1. offering, providing and marketing to you the products/services of the Company, other companies of the AXA Group (“our affiliates”) or our business partners (see “Use and provision of personal data in direct marketing” below), and administering, maintaining, managing and operating such products/services;
2. processing and evaluating any applications or requests made by you for products/services offered by the Company and our affiliates;
3. providing subsequent services to you, including but not limited to administering the policies issued;
4. any purposes in connection with any claims made by or against or otherwise involving you in respect of any products/services provided by the Company and/or our affiliates, including investigation of claims;
5. detecting and preventing fraud (whether or not relating to the products/services provided by the Company and/or our affiliates);
6. evaluating your financial needs;
7. designing products/services for customers;
8. conducting market research for statistical or other purposes;
9. matching any data held which relates to you from time to time for any of the purposes listed herein;
10. making disclosure as required by any applicable law, rules, regulations, codes of practice or guidelines or to assist in law enforcement purposes, investigations by police or other government or regulatory authorities in Hong Kong or elsewhere;
11. conducting identity and/or credit checks and/or debt collection;
12. complying with the laws of any applicable jurisdiction;
13. carrying out other services in connection with the operation of the Company’s business; and
14. other purposes directly relating to any of the above.

Please note that if you do not provide us with your personal data, we may not be able to provide the information, products or services you need or process your request.

Transfer of personal data

Personal data will be kept confidential but, subject to the provisions of any applicable law, may be provided to:

1. any of our affiliates, any person associated with the Company, any reinsurance company, claims investigation company, your broker, industry association or federation, fund management company or financial institution in Hong Kong or elsewhere and in this regard you consent to the transfer of your data outside of Hong Kong;
2. any person (including private investigators) in connection with any claims made by or against or otherwise involving you in respect of any products/services provided by the Company and/or our affiliates;
3. any agent, contractor or third party who provides administrative, technology or other services (including direct marketing services) to the Company and/or our affiliates in Hong Kong or elsewhere and who has a duty of confidentiality to the same;
4. credit reference agencies or, in the event of default, debt collection agencies;
5. any actual or proposed assignee, transferee, participant or sub-participant of our rights or business;
6. any government department or other appropriate governmental or regulatory authority in Hong Kong or elsewhere; and
7. the following persons who may collect and use the data only as reasonably necessary to carry out any of the purposes described in paragraphs nos. 2, 3, 4 and 5 of the Purposes specified above: insurance adjusters, agents and brokers, employers, health care professionals, hospitals, accountants, financial advisors, solicitors, organisations that consolidate claims and underwriting information for the insurance industry, fraud prevention organisations, other insurance companies (whether directly or through fraud prevention organisation or other persons named in this paragraph), the police and databases or registers (and their operators) used by the insurance industry to analyse and check data provided against existing data.

For our policy on using your personal data for marketing purposes, please see the section below “Use and provision of personal data in direct marketing”.

Transfer of your personal data will only be made for one or more of the Purposes specified above.

Data Access and Correction

Under the PDPO, you have the right to ascertain whether the Company holds your personal data, to obtain a copy of the data, and to correct any data that is inaccurate. You may also request the Company to inform you of the type of personal data held by it.

Requests for access and correction or for information regarding policies and practices and kinds of data held by the Company should be addressed in writing to:

A reasonable fee may be charged to offset the Company’s administrative and actual costs incurred in complying with your data access requests.

Enquiries

If you have any queries about our Privacy Policy and Practices, please address to the Data Privacy Officer.