ICBC AXA Customer Center

Contact Your Insurer

  • 24 hour helpline in China: 400 6501278
  • 24 hour helpline outside China: +86 010 84685728
  • Email address: [email protected]
  • Claim mailing address: ICBC AXA Claim Team HC 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

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

Direct Billing Network List
Claim Application Form (English)
Claim Application Form (Chinese)
Global Care Bilingual Policy Wording

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. Any inpatient treatment, surgical treatment or daily nursing
2. Any single outpatient examination and treatment at a price of above RMB 8,000
3. Emergency treatment outside the area of the cover
4. Chemotherapy, radiotherapy, blood or peritoneal dialysis for the first time
5. Evacuation & repatriation

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. United Family Hospital and Clinics (Beijing,Shanghai,Guangzhou,Wuxi and other cities if any)
2. ParkwayHealth Medical Center(Shanghai,Beijing, Chendu,Suzhou)
3. Sino-United Health Portman Clinic (Shanghai)
4. St.Michael Hospital
5. Shanghai East International Medical Center
6. St.Reiss (Shanghai) Medical Center
7. WorldPath International Clinic (Shanghai)
8. American Medical Center (Shanghai)
9. Raffles/International S.O.S Clinics (Beijing,Tianjin,Nanjing,Shekou and other cities if any)
10. Beijing International Medical Center (IMC)
11. Beijing Vista Clinic
12. Hong Kong Adventist Hospital
13. Matilda International Hospital (Hong Kong)
14. Hong Kong Sanatorium & Hospital
15. Asia Medical Specialist & Sport Performance (Hong Kong)

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.

Click here to comment on this article. We will answer your questions.