and pay attention to the following items:

Section 1 : Medical Expenses

• Please provide a full description of the sickness or injury sustained on the claim form

• The original hospital/medical bill(s)/receipt(s) with clearly marked diagnosis and certified by the attending physician

 

Section 2 : Worldwide Emergency Assistance Service

• If you are traveling abroad and requires Emergency Assistance Service, please call our 24-hour Worldwide Emergency Assistance Hotline (852) 2861 9285 for assistance.

 

Section 3 : Personal Accident

• Please provide a full description of the sickness or injury sustained on the claim form
• Doctor's report or certification on the extent of injury
• In the event of a death claim, please contact us direct for further guidance

 

Section 4 : Baggage and Personal Effects

• Please provide a full description of the incident and the list of claim items which you are claiming on the claim form
• The loss/damage reports from relevant authorities e.g. airline, hotel or the Police
• Photos showing the extent of damage to the property, if applicable
• Repair receipts of the damaged property, if applicable
• All original receipts and/or warranties relating to the lost/damaged property if they require replacement

 

Section 5 : Baggage Delay

• Please provide a full description of the incident on the claim form
• Confirmation from the airline that the baggage was delayed abroad for more than 6 hours, with reason(s) stated
• Original invoices/receipts for the purchase of essential items

• Please provide a full description of the incident on the claim form
• The original loss report from the Police
• Any supporting documents showing the value of the amount of cash lost e.g. exchange slip etc

 

Section 7 : Personal Liability

• Please provide a full description of the incident on the claim form irrespective of whether you have received a claim from the third party or not
• Photos showing the scene of the accident, its environment and the extent of the third party property damaged and/or third party bodily injured, if possible
• For any third party correspondence(s), summons or writs, all correspondences received in relation to the incident should be forwarded to us immediately unanswered

N.B. No liability should be admitted or offer or promise of payment made to the third party without the company's approval

 

Section 8 : Travel Delay, Trip Re-routing, Missed Journey & Overbooking

• Written confirmation from the airline, if the flight is delayed for more than 6 hours, indicating the total number of hours delayed and reason(s) for such delay
• A copy of the itinerary, air ticket and boarding pass

 

Section 9 & Section 10 : Loss of Deposit or Cancellation of Trip & Trip Curtailment

• Reason(s) for the cancellation or curtailment of the trip together with all relevant supporting documents
• Original booking invoices together with original confirmation from the relevant authorities regarding the amount refundable for any prepaid costs or deposits made

 

Section 11 : Home Care Benefit

• Relevant incident report from the Police and/or the Fire Department
• A detailed claim list for the damaged item(s) together with supporting document to substantiate its value(s)

 

Section 12 : Trauma Counseling

•  Incident report from the relevant authority
• Original consultation receipt from a registered Psychologist

 

Section 13 : Rental Vehicle Excess

• Incident report from the relevant authority
• Original vehicle rental agreement with details terms & conditions
• Original payment receipt for the rental charges
• Original payment receipt for the excess paid

 

Section 14 : China Hospital Deposit Guarantee Benefit (If applicable)

• Please provide a full description of the sickness or injury sustained on the claim form
• The original hospital/medical bill(s)/receipt(s) with clear diagnosis marked and certified by the attending physician

For enquiry, please email to enquiry.claims@axa-insurance.com.hk

We are committed to being availability, attentiveness and reliability to all customers. To reinforce this commitment, at AXA, we do not just promise, we GUARANTEE…

We GUARANTEE to pay SmartTraveller Claims "WITHIN 5 WORKING DAYS" or else, you will receive AXA Coupon* valued at $100.

Claims Service Guarantee for SmartTravller is in respect of claims that fall under the following Sections:

• Section 1 - Medical Expenses
• Section 4 - Baggage & Personal Effects
• Section 5 - Baggage Delay
• Section 6 - Personal Money & Travel Documents
• Section 8 - Travel Delay, Trip Re-routing, Missed Journey & Overbooking
• Section 9 - Loss of Deposit or Cancellation of Trip
• Section 10 - Trip Curtailment

*AXA Coupon is valid within 12 months from the date of issued. It can only be used once to offset premiums for your next purchase from a variety of our insurance products, including Travel, Home, Domestic Helper & Personal Accident policies. The Coupon shall not be exchangeable for cash. Any unutilised amount of this Coupon shall be forfeited and is not refundable. The terms of this Coupon may be changed by AXA at any time without prior notice.

1. Applicable to SmartTraveller policy only
2. Total claim amount below $10,000.00 per claim
3. Policy premium fully paid
4. All relevant supporting document/information are received
5. Full compliance and observance of SmartTraveller policy terms and conditions
6. All claims submitted upon completion of the trip and the insured person(s) have returned to Hong Kong SAR
7. All claims payable to the Insured person(s) direct and in HK currency only

• All amounts are in Hong Kong Dollars

SmartTraveller

Click to submit your Claim Online
Click to download a Claim Form

Contact for SmartTraveller policyholders

Emergency Assistance Service: (852) 2861 9285