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HEALTH CLAIMS PORTAL

User guide – Customer

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Contents

1. Introduction............................................................................................................................. 3

2. Audience ................................................................................................................................. 4

3. Accessing the portal .............................................................................................................. 5

3.1. Self-Registration ............................................................................................................ 6

3.2. Account Activation and Set Password ........................................................................ 8

3.3. Login ............................................................................................................................. 12

3.4. Forgot Password ......................................................................................................... 14

3.5. Change Personal Information .................................................................................... 18

3.5.1. Change Phone Number ....................................................................................... 18

3.5.2. Change Email Address........................................................................................ 18

4. Health Claims Portal functionalities ................................................................................... 19

4.1. Add Policy .................................................................................................................... 19

4.2. Policy Enquiry .............................................................................................................. 21

4.3. Track My Claims .......................................................................................................... 24

4.3.1. My Open Claims ................................................................................................... 25

4.3.2. Claims History ...................................................................................................... 26

4.4. Find a doctor ................................................................................................................ 27

4.5. Notification ................................................................................................................... 30

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1. Introduction

Welcome to AXA Health Claims Portal

We have developed this portal with our commitment to customers in mind.

Health Claims Portal is exclusive to our customers and brings all useful

information together in one place. This is a password-protected information

portal with capability of 24-hour direct online access to information for policy,

claims and find panel doctor.

In addition, we intend to continue improving the portal and add new feature

as needed.

This user guide contains all essential information for the user to make full

use of the portal. This manual includes description of the functions and

capabilities and step-by-step procedures for access and use.

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2. Audience

This manual is intended for Hong Kong and Macau customer.

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3. Accessing the portal

You can log in to Health Claims Portal by accessing this page

https://www.myaxahealth.com/login.action

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3.1. Self-Registration

Group members need to self-register an account before accessing Health

Claims Portal.

Only main insured can register onto the portal. Dependents cannot register

their own account, but their details can be accessed through the main

insured account.

Also, please be noted that inactive policies or terminated members are not

allowed for registration on the portal. Yet, you can still access the portal if

you already registered.

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Click “Sign up now” for registration.

On clicking “Sign up now” button, you will be navigated to “Sign Up” page.

Select “Hongkong/Macau” in the Country field and fill all compulsory fields.

Multiple registration using different email address/phone number is not

allowed.

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3.2. Account Activation and Set Password

An activation email is sent to your registered email. You receive an activation

email containing the activation link. The activation link is valid for 2 days (48

hrs.).

On clicking the activation link, you will be redirected to the application. (One

Time Password pop-up).

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One Time Password (OTP) Pop-up: You receive OTP code via SMS

message. Enter the OTP received, you will be redirected to the “Set

Password” page.

Set Password: The password must contain a combination of at least three

out of the four following character types

1. Upper case alphabetic

2. Lower case alphabetic

3. Numeric

4. Non-alpha/non numeric(only @,#,$, and % are permissible)

Minimum password length is 8 characters.

Characters must not be repeated such as P @ ssw0rd, pA55ord, Paswor88

and etc.

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Once you input and confirm the password, the system validates the entered

password details and on success, shows the “Terms and Conditions”

screen.

Terms and Conditions: On clicking “I agree” button, you will have the

account created and success pop up would be displayed.

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Successful Activation Pop-up: This pop-up indicates account activation &

set password process is complete.

Email Notification: You will receive an email notification in the registered

email.

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3.3. Login

You are allowed to login regardless the status of their policy.

Launch your web browser and go to the link below, then enter the user

name. Please make sure that you are on “Customer Login”.

https://www.myaxahealth.com/login.action

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Enter the valid “Email Address” and “Password” of your account.

On clicking “LOGIN”, you will be navigated to the “HOME” page.

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3.4. Forgot Password

You can access “Forgot password” link provided on Login page to reset the

password. Please make sure you are on “Customer Login”.

Forget Password Page: Enter all compulsory fields and click “SUBMIT”

button.

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One time Password (OTP) Pop-up: On clicking SUBMIT button, an OTP

will be sent to your mobile device.

Once you provide the OTP sent to your mobile device and clicks on

“SUBMIT” button, the system validates the entered code. On successful

validation of OTP, you will be navigated to “Set Password” page.

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Reset Password: The password must contain a combination of at least

three out of the four following character types

1. Upper case alphabetic

2. Lower case alphabetic

3. Numeric

4. Non-alpha/non numeric(only @,#,$, and % are permissible)

Minimum password length is 8 characters.

Characters must not be repeated such as P @ ssw0rd, pA55ord, Paswor88

and etc.

Please follow the password criteria mentioned above and enter the “Enter

Password” and “Confirm Password” for setting the password. New password

cannot be the same as previous 13 passwords, including the current one.

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Password Reset Successful Pop-up: On validation of the password, a

password reset successfully message will pop up. This pop-up indicates that

“Forgot Password” process is completed.

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3.5. Change Personal Information

3.5.1. Change Phone Number

You can use “Forget Password” function to change your phone number. If

new mobile number is entered, the existing mobile number will be

overwritten and OTP will be sent to new mobile phone.

3.5.2. Change Email Address

Once your account has been activated, you are not allowed to change email

address.

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4. Health Claims Portal functionalities

Sections below is to introduce different functionalities in the portal.

4.1. Add Policy

If you have more than one policy, you can use “ADD POLICY” function to

view multiple policies in one account. To add a policy, you can click

“Add/Switch Policy” button in the “HOME” page.

On clicking “Add/Switch Policy”, you will be navigated to the “My Policy”

page. To add a new policy, click “Add Policy” button on the right. However,

you are not allowed to add an existing policy.

Fill all compulsory fields needed. Mobile number is optional. You can enter

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registered mobile or new mobile number. If new mobile is entered, the

existing mobile number will be overwritten and OTP token will sent to new

mobile number.

Enter the OTP sent to your mobile device.

Then, you can view the multiple policies in one account.

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To switch between different policies, click button on the right.

4.2. Policy Enquiry

“POLICY ENQUIRY” page allows customers to view their policy related

documents. There are two methods to access the function. First, you can

click the “BENEFITS & LIMITES” in the “HOME” page. Alternatively, you can

click “POLICY ENQUIRY” button in the navigation bar.

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On clicking “POLICY ENQUIRY”/“BENEFITS & LIMITS” button, you will be

navigated to “POLICY ENQUIRY” page.

You are able to enquire about the following information of yourself and

dependents. However, if there is no document for you or your policy /

coverage has been expired / terminated, the section will not be shown.

Benefits & Limits: Benefit Schedule

Useful Information: Administration Form; Claims Form; General

Exclusion; Member Booklet; Newsletter; Policy Document

You can also download the documents by clicking on download icon or

document name.

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4.3. Track My Claims

You can view all the claims that under processing or processed for yourself

or your dependent(s). You can search for claims where the consultation date

is within the past 14 months from the current date. However, if your claims

are still in manual processing stage and not inputted in the system by admin

yet, they will not be displayed in the portal.

There are two methods to access the “Track My Claims” function. You can

access claims by clicking “CLAIM HISTORY” on the “HOME” page.

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Alternatively, you can click on “TRACK MY CLAIMS” in the navigation bar

“MY CLAIMS” at the top.

4.3.1. My Open Claims

This section displays the “Pending Document” claims.

Note: for cashless claims, the Amount Billed is displayed as N/A.

On clicking of the icon of View Details, “Claim Status Details” appears.

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Note: for cashless claims, the Amount Billed is displayed as N/A.

4.3.2. Claims History

This section displays the “Approved”, “Rejected” and “In Progress” claims.

Note: for cashless claims, the Amount Billed and Amount Approved are displayed as N/A.

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On clicking of the icon of View Details, “Claim Status Details” appears.

“Amount Paid” may differ from “Amount Approved” due to co-payment and

deductible.

Note: for cashless claims, the Claims Details and Payment Details are dispalyed as N/A

4.4. Find a doctor

Find Panel doctor function allows users to locate a medical provider. You

will only see the medical providers for which is eligible for you.

There are two methods to access the “FIND A DOCTOR” function. You can

access by entering related information in “Doctor/Hospital/Clinic name” field

on the HOME page.

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Alternatively, you can access FIND A DOCTOR function by clicking “FIND

A DOCTOR” button on the navigation bar.

You can search via free text search or by selecting the desired category,

area or district.

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You can also download the search result by clicking “Download Search

Results” button on the right.

Download search results will generate a PDF of the results based on the

selected criteria.

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4.5. Notification

You will get a notification whenever new document is uploaded for policy

enquiry or claim status is updated to pending, in progress, approved or

rejected. The number of unread alerts highlighted on the notification panel (

) continue to appear until the user reads all the unread notifications.

You can view the notifications in the “Message” center in the “HOME” page.

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You can click on the notification button followed by clicking on notification

alter, the system will take you to the concerned page – policy enquiry of

claims enquiry.