AXA WiseGuard Medical Insurance

Benefit term: To age 100Public source · Checked: 13 Oct 2026

Recorded features: VHIS Standard Plan; annual limit HKD420,000 subject to sublimits, with no lifetime benefit limit.Public source · Checked: 13 Oct 2026

Declared, non-excluded conditions are covered from policy inception; unknown pre-existing conditions use a sliding reimbursement scale.Public source · Checked: 13 Oct 2026

Insurer claims guide · Medical / VHIS

Medical / VHIS — Steps: Log in to Emma, choose Make a Claim and the policy, upload forms and evidence, then track the decision.Public source · Checked: 13 Oct 2026

Medical / VHIS — Required documents: Hospitalisation Form I, doctor’s Form II and supporting evidence; keep originals for 6 months after completion.Public source · Checked: 13 Oct 2026

Medical / VHIS — Deadlines / notification: Submit within 90 days of discharge or completion of the relevant medical service.Public source · Checked: 13 Oct 2026

Medical / VHIS — Submission channels: Emma claims up to HKD100,000, subject to policy eligibility; HSBC-purchased policies use HSBC’s website.Public source · Checked: 13 Oct 2026

Medical / VHIS — Assessment / payment timing: Published processing target: 7 working days after all required documents arrive; this is not a bank-credit deadline.Public source · Checked: 13 Oct 2026

1. First contact the insurer through its published complaint channel; retain its written reply.Public source · Checked: 12 Oct 2026

2. Insurance Authority: submit the signed complaint form with supporting documents by email, post or fax. It handles insurer/intermediary conduct; it cannot adjudicate claim disputes or order compensation. Eligible claim disputes can go directly to ICB; an IA referral requires the complainant’s consent.Public source · Checked: 13 Oct 2026

3. Insurance Complaints Bureau: eligible monetary disputes under personal policies with member insurers, up to HK$1,500,000. A policyholder, beneficiary, insured or rightful claimant must file within six months of notification of the insurer’s final decision. Industrial, commercial and third-party insurance and cases undergoing or having completed litigation/arbitration are excluded. Non-claim complaints exclude service quality, underwriting decisions, investment performance and levels of fees, premiums, charges or interest. Similar rejected claims across policies are aggregated; periodic/long-tail claims use a five-year total.Public source · Checked: 13 Oct 2026

ICB accepts written complaints by post, fax or email using its complaint form. Include policy and application documents, claim form, relevant evidence and the insurer’s final written decision; no reception counter service.Public source · Checked: 13 Oct 2026