AXA Hong Kong: Your partner for workforce wellbeing

December 2025

In the dynamic landscape of employee benefits, AXA China Region Insurance Company Limited (AXA Hong Kong and Macau) has emerged as a benchmark for innovation, care, and service excellence. As part of the globally renowned AXA Group, AXA Hong Kong and Macau has over 30 years of local expertise, supports more than 540,000 members and processed over 2.8 million claims in 2024.

AXA Hong Kong and Macau is redefining employee benefits through a comprehensive, human-centric approach that blends digital innovation, wellness integration, and seamless healthcare access

The strength of AXA Hong Kong and Macau’s is its ability to combine global scale with local insight. Backed by the AXA Group’s strength and vision, AXA Hong Kong and Macau has built a reputation as the leading employee benefits insurance provider in the region. With 70% of its clients being large corporations, AXA Hong Kong and Macau is deeply embedded in the corporate fabric of the city and committed to offering tailored solutions that meet the needs of diverse workforces.

AXA Hong Kong and Macau’s philosophy goes far beyond traditional insurance. Through its flagship wellness platform, BetterMe, members are supported across four key dimensions: physical, mental, social, and financial wellness via a holistic suite of online and offline services, ensuring they can thrive in all aspects of well-being.

Servicing capability

Behind AXA Hong Kong and Macau’s products, there’s the human side of its business that empowers HR to protect and care for their employees.

• Guided Employees Onboarding Journey

Help members understand all their entitled services and benefits, and how to fully leverage them.

• Enrolment - Welcome Email
• Benefit Entitlement - Check Benefit Coverage
• Consult doctor - Find a Doctor
• Access AXA Hong Kong and Macau’s panel service - eHealth Card
• Access teleconsultation service – Dr@Live
• Paperless claims submission – Make a Claim
• Holistic patient journey coverage

Members are accompanied from prevention, diagnosis, treatment, to recovery.

• Timely claims processing & support

Employees' claims and issues can be addressed promptly.

• 24/7 worldwide assistance

Hotline for whenever and wherever employees need medical help.

Employees benefit from a mix of online and offline initiatives, including health assessments, expert-led talks, and access to AXA MarketPlace—a curated platform offering exclusive deals on wellness services. The Better She program provides a 12-month health management journey for women, focusing on gynecological health and preventive care.

Mental health is supported through meditation tools like Mind Charger, video interviews under Mind Journey Sharing, and onsite workshops led by mental health professionals. These resources help employees recharge and build resilience in today’s fast-paced work environments.

AXA Hong Kong and Macau’s BeOnTrack Club—the first insurer-led sports club in Hong Kong—fosters community through free running, yoga, and cardio classes. These activities not only promote physical health but also strengthen social bonds among employees.

Employees can opt for voluntary top-ups to extend their medical coverage, access financial planning insights via the BetterMe Blog, and explore investment solutions tailored to their life stages and goals.

At the heart of AXA Hong Kong and Macau’s digital transformation is Emma by AXA, an all-in-one mobile app that streamlines the insurance and healthcare experience. Employees can search for doctors, book consultations, access their eHealth card, and receive same-day medication delivery—all within the app.

The platform also supports teleconsultation through Dr@Live, offering virtual access to general practitioners, Traditional Chinese Medicine practitioners, and mental health specialists.

Emma’s integration with AXA Hong Kong and Macau’s extensive medical network ensures a seamless, cashless experience across Hong Kong, Macau, and mainland China. With over 7,000 service providers and 29 specialties covered, employees enjoy comprehensive care wherever they are.

AXA Hong Kong and Macau has developed dedicated networks to address specific health needs. The Mind Health Network includes general practitioners with psychology backgrounds, psychiatrists, and clinical psychologists, offering mapped-out patient journeys and free initial consultations.

The Endoscopy Network provides top-tier services without the need for hospitalization or claims procedures. With seasoned specialists and a streamlined process, employees can access procedures like colonoscopy and gastroscopy with ease.

Navigating healthcare across borders can be overwhelming—especially when members need it the most. Thus, AXA Hong Kong and Macau has launched the “AXA Health Concierge” service to deliver a one-stop health management solution across Hong Kong and Mainland China by integrating resources from both regions for efficient and convenient access to healthcare services.

This service offers a range of professional medical support, including recommending specialists to facilitate early treatment, second medical opinion, appointment scheduling for both Western and traditional Chinese medicine resources, and ongoing support and follow-up during recovery, delivering more diverse and convenient healthcare options for members.

The expansion into the Greater Bay Area (GBA) further enhances accessibility to premier medical care across the GBA. With medical quality on par with Hong Kong and cashless arrangements in place, employees can receive care without financial or geographic barriers. Dedicated medical facilities

AXA Hong Kong and Macau operates several specialized centers in partnership with locally renowned medical service providers to ensure high-quality, accessible care among members:

• AXA Medical Centre in Causeway Bay offers GP and specialist consultations, health checkups, and vaccinations.
• AXA Women’s Health Centre in Tsim Sha Tsui provides a women-only setting for gynecological and mental health services.
• AXA Designated Endoscopy and Day Surgery Centre in “Central” delivers advanced procedures with no pre-authorization required for designated AXA Hong Kong and Macau’s products. Note: “Central” refers to the “Central and Western” district, Hong Kong’s financial and business hub.

These facilities are designed to offer privacy, convenience, and expert care tailored to employee needs.

To maintain service excellence, AXA Hong Kong and Macau employs a rigorous clinical governance framework. This includes daily data feeds to providers, unified fee structures, and regular reviews of panel utilization and quality standards. HR teams benefit from clear escalation pathways and collaborative complaint handling processes.

The pre-authorization process is optimized for speed and cost containment, with approvals typically completed within three working days. This ensures timely access to treatment while managing medical expenses effectively.

AXA Hong Kong and Macau supports employees throughout their recovery journey with a structured return-to-work arrangement. Case managers coordinate treatment plans, conduct occupational assessments, and collaborate with HR to facilitate smooth transitions back to work.

For complex cases, AXA Hong Kong and Macau offers hands-on assistance in managing long-term absences, injuries, and early retirement assessments. This proactive approach helps employers plan effectively while ensuring employees receive the care they need.

AXA Hong Kong and Macau’s commitment to service is reflected in its performance metrics:

• 90% call answer rate
• 2-day response time for emails
• 7-day turnaround time for claims reimbursement
• 24/7 emergency hotline

These standards ensure that employees receive timely support, no matter where they are.³

Through PortaProtection, AXA Hong Kong and Macau allows employees to maintain their medical coverage after retirement or during job transitions. With guaranteed acceptance and coverage for pre-existing conditions, this offering provides peace of mind and lifelong protection.

AXA Hong Kong and Macau’s Employee Benefits Portal gives HR teams full control over policy management, member data, and claims tracking. Coupled with data intelligence tools, employers can analyze claims trends, identify cost drivers, and implement targeted wellness initiatives to optimize benefits and reduce premiums.

AXA Hong Kong and Macau’s achievements have been recognized across the industry.

• 'Financial Institution Awards 2025' by Bloomberg Businessweek, including:
  • Employee’s Benefit (Service) – Excellence
  • GBA Macau – Insurance Company of the Year – Outstanding
  • Insurance Company of the Year (General Insurance Sector) – Excellence
  • ESG Sustainability of the Year (Insurance Sector) – Outstanding
• ‘10Life 5-Star Insurance Award 2025' by 10Life, including:
  • -5-Star High End Medical Insurance Award
• 'Best SME's Partner Award 2025' by The Hong Kong General Chamber of Small and Medium Business
• 'Greater Bay Area Insurance Awards 2025' – Hong Kong and Macau by Metro Finance, including:
  • Outstanding Critical Illness Protection Product Award
  • Outstanding Customer Relationship Management Award
  • Outstanding GBA Medical Network Award

These accolades reflect AXA Hong Kong and Macau’s unwavering commitment to quality, innovation, and customer satisfaction.

For more information on AXA Hong Kong and Macau’s achivements and awards, please click here.

AXA Hong Kong and Macau is more than an insurer — it’s a wellness partner, a digital innovator, and a trusted advisor. With a robust infrastructure, award-winning services, and a human-first approach, AXA Hong Kong and Macau is ready to help global employers protect and empower their workforce.