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Claims and Assistance Services

General Insurance Electronic Claim Notification Facility

Please fill in the form in English.
Please note that all fields marked with an asterisk * are mandatory.

(as shown on your policy document/confirmation)
(as shown on your policy document/confirmation)
Note: AXA may use your email address to contact you about your claim. By submitting this claim, you are consenting to this form of communication between yourself and AXA
Date of loss
Estimates obtained?
Emergency repairs carried out?

After you have submitted your claim, AXA will contact you within 3 business days to confirm:

  • Receipt of your claim notification
  • Who will be handling your claim and their contact details
  • What will happen next


  1. This electronic claim notification system is designed to speed up your claim process. Please note that, depending on the nature of your claim, you may be requested to provide additional information as and when required.
  2. If you have any questions regarding your Electronic Claim Notification (relating to any general insurance underwritten by AXA), please contact AXA by calling the 24-hour General Insurance Service Hotline (852) 2867 8678 or sending an email to axa.bank.gi@axa.com.hk.
    You can also submit the required supporting document (listed in below hyperlinks) with your policy number to email: onlineclaims@axa.com.hk for AXA further handling.
    Supporting documents checklist:-
    TravelSurance - https://www.axa.com.hk/en/claims-travel
    AccidentSurance - https://www.axa.com.hk/en/claims-accident-individual-category-i
    HomeSurance - https://www.axa.com.hk/en/claims-home
    Helper Insurance - https://www.axa.com.hk/en/claims-domestic-helper-protection
    In respect of any general insurance underwritten by AXA Insurance Company Limited ("AXA"), (which has been authorised and regulated by the Insurance Authority of the Hong Kong SAR), AXA will be responsible for providing you with insurance protection and processing claims in accordance with the terms of the policy. The Hongkong and Shanghai Banking Corporation Limited is registered under the Insurance Companies Ordinance (Cap. 41 of the Laws of Hong Kong) as an authorised insurance agent for the distribution of general insurance products by AXA in the Hong Kong Special Administrative Region. This hotline is provided by AXA or its authorised agent. The Information you provide us through this web page about general insurance products / policies will be transferred to AXA directly for further handling.

Please note that this email function is not intended for giving urgent instructions or reporting an urgent matter (e.g. reporting of fraud or suspicious transactions). If you suspect fraud or suspicious transactions, please call our customer service hotline. The information submitted through this web page is encrypted during transmission. However, please remember that you should not submit your account details and/or request any banking transactions via email.

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Claims and Assistance Services

We would like to confirm that we have received your electronic claim notification and that we have noted the details of your claim. A claims handler will contact you within 3 business days to guide you through the next step of your claim.

We regret that the service is temporarily not available. Please try again later.