Claims Appeal
If you disagree with our claims decisions, you can appeal against the claims results. We will handle all appeal requests fairly and timely.
Time for appeal:
Claims appeal requests must be submitted within 90 days from the notice date of our Claim Settlement Advice / Notification of Claim Decision.
Documents required:
- A signed written instruction specifying the claims you would like to appeal, and your reason(s) for appeal
- A copy of the Claim Settlement Advice / Notification of Claim Decision
- Supporting documents (if any)
Mailing Address:
Avenida do Infante D, Henrique
No. 43-53A, 20 Andar, The Macau Square, Macau
Processing time:
A written result will be provided to you in 10-15 working days upon receipt of the required documents.
Appeal Enquiry:
- Call the respective product’s enquiry hotline; or
- Submit a respective product’s e-form at the “Contact Us” page
Emma by AXA - Your all-in-one insurance & health services platform
To provide you with a better digital customer experience, we have launched a new e-service platform - Emma by AXA.
Please note that you will be leaving the AXA Macau website and redirected to AXA Hong Kong website to access Emma by AXA.
Important Notice: Stay vigilant of any cross-border sales of insurance products and fraud. To prevent potential financial loss, please obtain insurance products, services and information from AXA Macau and our authorised licensed insurance intermediaries only. Do not submit premium through any unauthorised persons or organisations. If you are in doubt, please contact us at （853）8799-2812 or leave us message through AXA Macau website (https://www.axa.com.mo/en/contact-us). Click here for more details.
Customer Service Centre
Address
The Macau Square
Avenida do Infante D, Henrique No. 43-53A, 20 Andar, The Macau Square, Macau
Operating Hours
Monday to Friday
9:00am – 5:30pm
Except Saturday, Sunday & Banks Holidays
Tel: (853) 8799 2812
Email: ma.enquiry@axa.com.mo
Claims Appeal
If you disagree with our claims decisions, you can appeal against the claims results. We will handle all appeal requests fairly and timely.
Time for appeal:
Claims appeal requests must be submitted within 90 days from the notice date of our Claim Settlement Advice / Notification of Claim Decision.
Documents required:
- A signed written instruction specifying the claims you would like to appeal, and your reason(s) for appeal
- A copy of the Claim Settlement Advice / Notification of Claim Decision
- Supporting documents (if any)
Mailing Address:
Avenida do Infante D, Henrique
No. 43-53A, 20 Andar, The Macau Square, Macau
Processing time:
A written result will be provided to you in 10-15 working days upon receipt of the required documents.
Appeal Enquiry:
- Call the respective product’s enquiry hotline; or
- Submit a respective product’s e-form at the “Contact Us” page
Complaints & Feedback
We are committed to providing excellent customer experience to you. While we make every effort to deliver the best possible services, we understand we may not always meet your expectation. If you are unhappy with our products or services, we would like to hear from you.
We value your feedback which will help us serve you better. We assure you that we will handle every complaint fairly and promptly.
Email: ma.enquiry@axa.com.mo
Tel: (853) 8799 2812
Mailing Address: Avenida do Infante D. Henrique No. 43-53A, 20 Andar, The Macau Square, Macau
If our handling of your complaint is not to your satisfaction, you may refer your complaint to the following party:
Monetary Authority of Macao
Email: complaints@amcm.gov.mo