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Claims and Assistance Services

Making a Claim

Via Online (For General Insurance only)


24 hours a day, 7 days a week, you can now be certain that the important details of your claim will be immediately transferred to AXA in a clear and consistent format.

During busy periods (e.g. after a storm or Typhoon), this facility will save you from having to wait for an appropriate person to take down your claim details.

Click here to notify us of your claim online.

Via Phone or Fax (For both Life and General Insurance)

Simply call the appropriate telephone claims hotline and one of the professional claims team will help you deal with your claim. For faster assistance, you may also download the appropriate claim form here, and fax that in to the appropriate claims team.

In order to facilitate your claim as quickly as possible, please have all information regarding the circumstances and details of your claim in hand.

Express Claims Approval Service (For TravelSurance, AccidentSurance, HospitalSurance and HomeSurance Only)

Any qualified case for claim amount below HK$5,000 will be processed immediately and claims payment will be approved within 2 working days upon receipt of all required documents as may be required by AXA General Insurance Hong Kong Limited (AXA).Should further information be required, AXA will send a follow up letter to the claimant within 5 working days.

Assistance Services

If misfortune occurs, you may call our 24-hour hotline to seek emergency assistance or referral services.

Free 24-hour worldwide assistance for the following insurance plans : Assistance services available
  • FirstCare
  • Outpatient Care
Assistance services provided by the Worldwide Emergency Assistance Hotline:
  • Travel Information;
  • Legal advisory service;
  • Baggage assistance;
  • Medical advisory service;
  • Emergency ticketing;
  • General assistance;
  • Emergency medical evacuation service (applicable to Basic, Essential and Privilege plans of FirstCare and TravelSurance only);
  • TravelSurance
  • AccidentSurance
  • HospitalSurance
  • Refundable HospitalSurance
  • IncomeSurance
  • LivingSurance
  • Card Repayment Protection Plan
  • HomeSurance
Assistance services provided by the Emergency Assistance Hotline:
  • General claims information;
  • Referral services including air-conditioner engineer, plumber, electrician, locksmith, general repair and home nursing;

(Services available in Hong Kong SAR only)
  • Motor Insurance
Assistance services provided by the Emergency Assistance Hotline:
  • General claims information;
  • Traffic regulation inquiry;
  • Referral services including emergency breakdown, towing substitute vehicle arrangement;

(Services available in Hong Kong SAR only)
  • All personal insurance plans
Assistance services provided by the Insurance Services 24-hour Helpline:
  • General claims assistance and enquiries;

The general insurance policies are underwritten by AXA General Insurance Hong Kong Limited ("AXA"), which is authorised and regulated by the Commissioner of Insurance of the Hong Kong SAR. AXA will be responsible for providing your insurance coverage and handling claims under your policy. The Hongkong and Shanghai Banking Corporation Limited is registered in accordance with the Insurance Companies Ordinance (Cap.41 of the Laws of Hong Kong) as an insurance agent of AXA for distribution of general insurance products in the Hong Kong SAR. General insurance plans are products of AXA but not HSBC.

For monetary disputes arising between HSBC and you out of the selling process or processing of the related transaction by HSBC, HSBC will enter into a Financial Dispute Resolution Scheme process with you. On the other hand, for any disputes over the terms and conditions of your policy, AXA will resolve with you directly.