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FAQ

For corporate customers, please view the FAQ via this link: https://www.axa.com.sg/pdf/myaxa-group-health-faq.pdf.
For #BetterMe by AXA customers, please view the FAQ via this link: https://www.axa.com.sg/pdf/betterme-by-axa-myaxa-faq.pdf.

How to file a claim for AXA BetterMe in MyAXA video:

MyAXA is a one stop policy servicing mobile application/ customer portal that allows customers to easily access their AXA policy information, E-Shield Medical Card and portfolio details. Users can perform e-services such as:

  1. Update mailing address & add alternative contact number
  2. Change payment frequency / mode for their policies
  3. Perform fund switch and/or premium re-allocation for investment linked policies

Even if you are not logged in to MyAXA, you are still able to access the Emergency Contacts, Fund Prices, MyAXA FAQ and AXA Blog.

MyAXA Customer Portal is the desktop version of MyAXA, which you can access via this link: https://www.axa.com.sg/myaxa/signin.
IMPORTANT: You can only register a MyAXA account if you have an active policy with AXA
As of 30th October 2019, you will be directed to update your app to latest version( Version 3.3 and above) from Play store/App store
** User can only register once. If you are unsure, please click "forgot password"

Follow the steps below to setup an account on MyAXA App


Step 1:

From the main screen, tap on SIGN IN/REGISTER at the top of the page.

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Step 2:

Tap on REGISTER FOR MYAXA to proceed to the registration page.

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Step 3:
  • Fill in your NRIC/ID
  • Fill in your Personal Email Address
  • Set a Password for your account
  • Check Data Use Statement
  • Check Contact Details
  • Tap on CREATE AN ACCOUNT
  • Recaptcha will appear. Validate the Recaptcha
** Please note that these contact details (Email or Mobile Number) provided will be used for all future communications on your existing AXA policies.
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Step 4:

Enter the OTP sent to your Registered Mobile Phone Number.

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Step 5:

Upon successful registration, you will be redirected to the login page with a success notification

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A step by step video on how to login into MyAXA:



Follow the steps below to login into MyAXA:

Step 1:

From the main screen, tap on REGISTER/SIGN IN button at the top of the page.

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Step 2:
  • Tap on the SIGN IN button
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Step 3:

Enter your Email Address and Password and tap on SIGN IN.

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Step 4:
  • Enter the OTP that has been sent to you via SMS.
  • If you did not receive any SMS, please tap on RESEND CODE BY VOICE CALL. You will receive a call shortly.
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Step 5:

Create a Passcode

  • Creating a passcode/enabling touch ID allows the app to verify your identity. You only need to use Touch ID or your passcode to re-enter the app.

    If you forget your passcode, you will need to sign in again to set up a new passcode.
  • ** Please note that passcode should not be continuous numbers or repeated digits "123456" or "000000"

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    Step 6:

    You will be redirected to your home page after successfully creating passcode

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    A step by step video on How to Reset Password on MyAXA:



    Follow the steps below to reset your password:


    Step 1:

    From the main screen, tap on SIGN IN/REGISTER at the top of the page.

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    Step 2:

    Tap on the SIGN IN.


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    Step 3:
    • Tap On FORGET PASSWORD?
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    Step 4:
  • Enter your Email Address
  • Tap the checkbox to validate CAPTCHA
  • Tap on VALIDATE to continue
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    Step 5:
  • Enter the OTP that has been sent to you via SMS
  • If you are unable to receive your SMS OTP, please tap on RESEND CODE BY VOICE CALL
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    Step 6:
  • Enter your new password and tap on RESET
  • Please do not use the last 13 Passwords you have used before.
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    There may be several factors preventing you from logging in. Please refer below for a list of possible scenarios and follow the recommendations accordingly.

     
    You will be able to continue using MyAXA while overseas as long as you have an active internet connection and are still using the mobile number registered with AXA. This will allow you to receive the SMS One-Time Password to facilitate your login.

    If you have changed to an overseas SIM card with a new number, you will not be able to receive the SMS OTP, which will affect your access to MyAXA.
    There are 7 different universe environments in MyAXA. Each universe is unique and has different features as stated below. Scroll to the relevant policy universe and click in to access it. You can see most of your personal policies in MyAXA. If one of your policies does not appear in MyAXA, please call the customer care hotline at 1800 880 4888


    Life Protection
    • View Policy Information
    • Payment Frequency
    • View Documents
    Savings & Investment
    • Policy Information
    • Finance Articles
    • Fund Switch
    • Premium Redirection
    • Payment Frequency
    • View Documents
    Healthcare
    • Payment Frequency
    • Health Articles
    • E-Health Card
    • Policy Information
    • View Documents

    Travel Insurance
    • View Policy Information
    • Travel Tips
    • Buy Travel Insurance
    • Travel Articles
    • View Documents
    Car Insurance
    • View Policy Information
    • View Documents
    Home Insurance
    • View Policy Information
    Personal Accident
    • Policy Information
    E-Policy documents are only available for Life Policies bought after 27 May 2019. E-Policy Documents are only available for these various policy types: Critical illness, Education, Endowment, Health, Home, Hospitalisation, Investments, Personal Accident, Retirement, Term Life & Whole Life.

    1. View your medical E-Card
    2. View your E-Policy (for new customers who have purchased a Life Policy on 27 May 2019 onwards.)
    3. My Contacts – Conveniently find the contact information of your AXA servicing agents or AXA customer care hotlines.
    4. Total Account Value – View your aggregate account value for all in-force Investment-Linked policies
    5. Useful tools / information – Quick links we thought might come in handy for you!
      Yes. The following services are available per Line of Business:

      Life Insurance
      • Update Contact Details
      • Update Address
      • Change of Payment Frequency or Method
      • Fund Switching
      • Premium Redirection
        General Insurance
        • Update Contact Details
        • Update Address
        • Buy Travel insurance

        Follow the steps below to update your details on MyAXA

        Step 1:

        Tap on PROFILE at the bottom of the screen.

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        Step 2:

        Tap on EDIT at the top right of the page.

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        Step 3:
        • You may add your Alternative Phone Number and Update your address
        • Please note, you won't be able to change your main phone number
        • Tap on DONE on the top right once you have updated your details
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        Step 4:

        Key in the OTP that have been sent to your mobile number.

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        Step 5:

        You will be redirected to a confirmation page with a transaction number.

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        A step by step video on How to Send Enquiries and Feedback on MyAXA:

        Follow the steps below on How to Send Enquiries and Feedback on MyAXA:

        Step 1:
        Under any Policy screen, tap on ENQUIRY/FEEDBACK.
        Step 2:
        Select your policy and what type of enquiry you have.
        Fill out the information.
        Tap on SUBMIT FEEDBACK.
        Step 3:
        You will be redirected to a confirmation screen which indicates that your enquiry or feedback has been sent..

        Follow the steps below on How to View Contact Details of the Agent on MyAXA:

        Step 1:
        From the Policy screen, tap on CONTACTS
        Step 2:
        • You will find all the contact details of the agents who you have bought pol

        A step by step video on How to View Fund Portfolio:



        Examples of Saving & Investment Policy Details:

        Policy Dashboard
        This reflects your total account value & shows the relevant in-force policies you have.
        Policy Overview
        This shows your Policy information, status, expiry date, premium.
        Transaction History
        This shows your Transaction History, date of transaction and relevant fees and charges.
        Funds Details
        This shows your total account values and funds allocation.
        Premium Allocation
        This shows your Policy information, status, expiry date, premium.

        A step by step video on How to Perform a Fund Switch on MyAXA :



        Follow the steps below on How to Perform Fund Switch on MyAXA:

        Step 1:
        From the 'Savings & Investments' screen, tap on FUND SWITCH.
        Step 2:
        You will be required to do a Customer Knowledge Assessment if you have not done it in the last one year. Otherwise, select your policy and tap on SUBMIT.
        Step 3:
        Select the source funds and key in the percentage of units to switch out.
        Step 4: Select your target fund from the list and provide the percentage units.
        Check the box to agree on the declaration and authorisation.
        Step 5:
        Key in the OTP that has been sent to your mobile.
        Step 6:
        You will receive a successful transaction with the reference number.
        You will receive a written confirmation once this transaction has been processed.
        Step 1:
        From the 'Savings & Investments' screen, tap on PREMIUM REDIRECTION.
        Step 2:
        You will be required to do Customer Knowledge Assesement if you have not done it in the last one year. Otherwise, select your policy and tap on SUBMIT
        Step 3:
        Select the target funds and key in the percentage of units.
        Check the box to agree on the declaration and authorisation.
        Tap on REQUEST PREMIUM REDIRECTION once you have agreed.
        Step 4:
        Key in the OTP that has been sent to your mobile phone.
        Step 5:
        You will receive a successful transaction with reference number.
        You will receive a written confirmation once this transaction has been processed.

        Please allow us a processing time of 7-10 working days before the transaction is reflected on the app.

        Step 1:
        From the 'Savings & Investments' screen, tap on PAYMENT FREQUENCY.
        Step 2:
        Select the policy number you want to change.
        Select the payment type.
        Select the payment frequency.
        Step 3:
        Key in the OTP that has been sent to your mobile phone.
        Step 4:
        You will receive a successful transaction with reference number.
        You will receive a written confirmation once this transaction has been processed
        Policy Details
        You can find your details, premium amount, status, payment frequency, commencement date & expiry date.
        Yes, you can still use MyAXA Health to file a claim for Shield, Prime care, Premium Care and GlobalCare policies.

        If you have a main policy holder of group health / individual health policy, you can register for MyAXA by following the flows in the link below:

        You can view your health policies by clicking onto “My Policies” under the Health Universe

        Exclusive Benefits

        General Practitioners (GP) Panel

        • $12* consultation fee per visit

        • Over 340 clinics in Singapore

        *Excludes medications, prescriptions, investigations and surcharges. Please pay all medical fees to the clinic directly. If there is any hospital admission/ day surgery, such bills may be submitted to AXA for reimbursement. Terms and Conditions apply.

        Specialist (SP) Panel

        • S$100* standard consultation fee per visit

        • S$70* follow-up standard consultation per visit

        • Over 400 medical specialist clinics across various specialities

        *Excludes medications, prescriptions, investigations and surcharges. Please pay all medical fees to the clinic directly. If there is any hospital admission/ day surgery, such bills may be submitted to AXA for reimbursement. Terms and Conditions apply.

        Letter of Guarantee (LOG)

        • Up to S$1 million for AXA Shield Plan A, S$550,000 for AXA Shield Plan B or S$150,000 for AXA Shield Standard Plan (for panel specialist and subject to pre-authorisation of your medical conditions)

        • Up to S$50,000 for non-panel specialist (subject to pre-authorisation of your medical conditions)

        • Up to S$15,000 waiver of deposit at public hospitals


        24/7 AXA Shield LOG Hotline at 6-DIAL-AXA (6-3425-292)

        • Assist you to fix an appointment to see our panel specialists

        • Arrange for pre-authorisation with both panel and non-panel specialists to determine if AXA Shield Letter of Guarantee (LOG) may be issued


        You can either access your E-Shield from your home screen after logging in or from the health universe.

        To access your E-Shield Card from your home screen

        Step 1:
      • On the Home Page, tap on MEDICAL CARD
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        Step 2:
      • Please show this E-Shield Card to your GP or SP in the clinic visit
      • Tap on the card to flip to the other side
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        To access your E-Shield Card from the Health Environment

        Step 1:
      • Under Policies tab, Tap on HEALTHCARE policy
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        Step 2:
      • On the Heathcare Policy, Tap on My E-HEALTH CARD
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        Step 3:
        • Please show this E-Shield Card to your GP or SP in the clinic visit
        • Tap on the card to flip to the other side
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        A step by step video on how to Access Your e-Medical card:

        A step by step video on how to Find Clinic Listing Before Login:



        A step by step video on how to Find Clinic Listing After Login:


        Follow the steps in the link below to find your doctor panel on MyAXA App

        Click here to view doctor panel guide

      • You can file a health claim on MyAXA as long as you are the main policy holder of an active Group Health/ Individual Health policy
      • If you are the main policy holder, you will also be able to file a claim on the behalf of your dependents
      • Dependents will need to file a claim through the main insured's account



      • Follow the steps in the link below to file a health claim on MyAXA App

        Click here to view Health Claims guide

      • Please check if you have uploaded the correct format and size.
      • We have a maximum file size of 5mb per file uploaded and we support these formats: .jpeg, .png, .pdf., .jpg (e.g. myreceipts.jpg)
      • Follow the steps below to view your drafted health claims on MyAXA App


        Step 1:

        Under Healthcare Universe, Click on "My Health Claims"

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        Step 2:

        Under “DRAFT” tab, you will be able to see all the claims that you have saved but yet to submit.

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        Follow the steps below to track your health claims on MyAXA App


        Step 1:

        Under Healthcare Universe, Click on "My Health Claims"

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        Step 2:

        Under “Pending” tab, you will see all the claims that you have submitted.

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        Follow the steps below:


        Step 1:

        Under “Pending” tab, if you see “ACTION REQUIRED”, you are required to submit additional document to support your claim

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        Step 2:

        Click on "Click here to view", to view the list of additional documents that you have to submit to support your claim

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        Step 3:

        Click on “click here to upload” for re-submission of documents

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        Step 4:

        Under “Upload Documents”, you should able to see a list of document that required to resubmit. Please upload these documents.

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        Step 5:

        Click on “submit” once you’re done with the document upload.

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        Step 6:

        Upon clicking “submit”, you will redirected to a confirmation page.

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        If you are still facing any difficulty, please contact the following: