Top of main content

Making a claim and getting assistance

You can submit your insurance claim in a few simple steps below.

Submit a claim for

Includes claims for HSBC Life plans such as death, major illnesses, VHIS pre-authorisation and medical claim, disability, hospital cash, unemployment, and HSBC One cancer coverage
Includes claims for AXA plans, such as travel, accident and health, home and domestic helper, mortgage, and motor

Submit a claim for your life insurance plan in 3 simple steps

Step 1: Prepare claim materials

Step 2: Submit claim request

You can submit the completed forms and supporting documents in any of the following ways:

  • Submit documents online
  • Drop them off at one of our branches
  • Send all the forms and documents by mail to: 18/F, Tower 1, HSBC Centre, 1 Sham Mong Road, Kowloon, Hong Kong

Step 3: Stay updated on claim or payment status

We'll send you an SMS once we've received your claim request. While we assess your claim, our Claims Servicing Specialists will keep you posted on the status. 

Once approved, we'll issue the payment via payment method of your choice within an average of 2 business days[@insurance-time-taken-payment].

Need assistance for your life insurance claim?

Call us and get personalised assistance from our Claims Servicing Specialists and VHIS Medical Concierge Consultants for:

  • making medical appointments
  • help with claim related documentation and progress status update
  • following up with doctors on required supporting documents (if applicable)

HSBC Life Claims Hotline:

(852) 3128 0122

Lines are open 9:00am to 6:00pm, Monday to Friday, except Saturday, Sunday and public holidays

Worldwide Emergency Assistance Service for VHIS 24/7 Hotline:

(852) 2193 5863

Find out more

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: 9am to 6pm

Saturday: 9am to 1pm

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.