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Making a claim and getting assistance

Learn how to file policy claims and which hotlines to call for the support you need

Submit a claim for

Life insurance

Submit a claim online

Upload your claim form and supporting documents.

Don't have forms ready yet?

Need assistance?

HSBC Life Claims Hotline

(852) 3128 0122

(852) 3418 4976 (fax)

Monday to Friday: 9:00am–6:00pm, except Saturday, Sunday and Public Holidays

HSBC VHIS Medical Concierge and Claims Service Hotline

(852) 3128 0122

Monday to Friday: 9:00am–6:00pm, except Saturday, Sunday and Public Holidays

Worldwide Emergency Assistance Service (for HSBC VHIS Flexi Plan)

(852) 2193 5863

General insurance

Submit a claim online

Use our online claims notification facility[@insurance-axa-online-claim] to notify AXA of your claim immediately, even during busy periods (such as after adverse weather).

You can also download forms and documents and submit to AXA by post.

Need assistance?

Personal General and Medical Insurance (AXA)

(852) 2867 8678

Monday to Friday: 9:00am - 5:30pm

Saturday: 9:00am - 1:00pm

The hotline is operated by AXA or its authorised representatives.


    Life insurance policies are underwritten by HSBC Life (International) Limited ("HSBC Life") which is authorised and regulated by the Insurance Authority ("IA") to carry on long-term insurance business in the Hong Kong SAR. HSBC Life is incorporated in Bermuda with limited liability, and is one of the HSBC Group's insurance underwriting subsidiaries. Policyholders are subject to the credit risk of HSBC Life and early surrender loss.

    General insurance products are underwritten by AXA General Insurance Hong Kong Limited ("AXA"), which is authorised and regulated by the Insurance Authority of the Hong Kong SAR.

    The Hongkong and Shanghai Banking Corporation Limited ('HSBC') is registered in accordance with the Insurance Ordinance (Cap. 41 of the Laws of Hong Kong) as an agency of HSBC Life for the distribution of life insurance products and AXA for distribution of general insurance products in the Hong Kong Special Administrative Region. These products are products of HSBC Life and AXA but not HSBC and they are intended only for sale in the Hong Kong SAR.

    In respect of an eligible dispute (as defined in the Terms of Reference for the Financial Dispute Resolution Centre in relation to the Financial Dispute Resolution Scheme) arising between HSBC and you out of the selling process or processing of the related transaction, HSBC is required to enter into a Financial Dispute Resolution Scheme process with you; however, any dispute over the contractual terms of the above insurance product should be resolved between HSBC Life or AXA and you directly.