AXA Tianping Customer Center

Contact Your Insurer

  • 24 hour helpline in China: 400-920 3123
  • 24 hour helpline outside China: +86 400-920 3123
  • Email address: [email protected]
  • Claim mailing address: 21F, Liulin Building, No. 1 Middle Huaihai Road, Huangpu, Shanghai 200020 上海黄浦区淮海中路1号柳林大厦21楼 200020

Contacting The Emergency Services

  • Call an ambulance: 120
  • Call the fire department: 119
  • Call the police: 110

Download Useful Documents

You can download useful documents below

Greater China Direct Billing Network List
SmartCare Claim Form
SmartCare Policy Wording
SmartCare Member Handbook

Contact Us

If you’re having any difficulties with your insurance company and need our help, fill out the below form

Pre-authorization Items

You need to contact your insurer before you receive any of these treatments unless it’s an emergency. If it’s an emergency you, a friend or a family member must notify the insurer within 48 hours.

1. All Inpatient admissions and/or treatments
2. Prescriptions more than 30 days
3. Any surgery requiring general anaesthesia (outpatient or inpatient)
4. Outpatient kidney dialysis and cancer treatment
5. Dental treatment
6. Home nursing
7. Seeking another medical opinion or obtaining subsequent opinion or referrals after the maximum of two (2) consultations for the same medical condition
8. Psychiatric Benefit: All treatments given by psychologists, psychotherapists or any individuals other than aregistered psychiatrist must be pre-authorised by us
9. Direct billing for out-patient services outside mainland China, in Hong Kong, Macau and Taiwan (to facilitate pre-arrangement of services)
10. International Emergency Medical Assistance

High-cost Providers

Some insurance plans do not have full cover in the below medical facilities. To check whether your plan provides cover in these facilities refer to your insurance card or insurance certificate.

1. All the United Family Hospitals and clinics
2. SOS International Clinics
3. Shanghai East International Medical Center
4. Adventist Hospital
5. St. Michael Hospital and Beijing TIANTAN PUHUA hospital
6. All the medical centers belong to Parkway Health Medical Centers in China
7. Matilda Hospital
8. Sanatorium Hospital
9. All the SinoUnited Health Clinics
10. International Medical Center (Beijing)
11. OASIS International Hospital (Beijing)

How To Make A Claim

  • Once you receive treatment ensure the medical provider gives you a chopped medical fapiao, medical report including diagnosis and list of medications prescribed
  • If available you can submit your claim via the insurance company’s website or app
  • Download a claims application form form the ‘Download Useful Documents’ section of this page and complete the form as best you can.
  • Scan and send all documentation including the claim application form to [email protected]
  • The insurer will then confirm that all documentation is in order and will ask you to submit the original claim documents to the insurance company. If it is a non-China claim scanned copies may suffice.
  • The insurer will email you the claim application result and will reimburse eligible claim amounts to you bank account.

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