ICBC AXA Client Center

    • 24 hour helpline toll free in China: 400 6501278
    • 24 hour helpline outside of Mainland China: +86 010 84685728
    • Email: icbc-axa@axa-assistance.com.cn
    • Claim address: ICBC AXA Insurance Claim Team Dept., 5F, No. 8 An Lan Rd., Shanghai, People’s Republic of China, 200011 上海市黄浦区安澜路8号 工银安盛人寿 5F 团险部
    • Call an ambulance: 120
    • Call the fire department: 119
    • Call the police: 110
    1. Once you receive medical treatment please ensure that hospital front desk gives you a chopped/stamped medical fapiao (can be e-fapiao), medical reports including diagnosis and list of prescribed medications
    2. If available you can submit your claim via the insurance company’s website or app from your smartphone
    3. Download a claims application form form the ‘Download Useful Documents’ section of this page and complete the form as best you can.
    4. Scan and send all documentation including the claim application form to icbc-axa@axa-assistance.com.cn
    5. The insurance company will then confirm that all documentation is in order and will ask you to submit the original claim documents to the insurance company if needed. If it is a non-China claim scanned copies may suffice.
    6. Insurance company will email you the claim application result and will reimburse eligible claim amounts to you bank account.
  • Please apply for pre-authorization with insurance company through the medical care or service hotline 48 hours prior to the acceptance of the following treatments or services:

    1. Any inpatient treatment, surgery, daycare treatment or childbirth
    2. Any single outpatient test which is charged above RMB 8,000
    3. Emergency medical treatment outside the area of the cover
    4. Chemotherapy, radiotherapy, blood or peritoneal dialysis for the first time
    5. Evacuation & repatriation