Global Health Access Claims Processes

Health Screening* (HS) or Executive Check Up Availment Process**

1. Submit the request to process the Letter of Guarantee (LOG) through any of the following:
   a. Contact Center Hotline: (+632) 8 5815-292, (+63) 917 1709292 (Globe), (+63) 919 056 5292 (Smart)
   b. Email: customer.service@axa.com.ph
   c. Nearest AXA branch
   
   
2. Customer Care Agents or Branch Services Specialists will acknowledge submission within 24 hours and request for any additional information needed.
   
   
3. Once information is complete, eligibility and coverage will be verified.
   
   
4. The LOG will be processed if case is covered and approved. LOG will be sent via email.
   

*Availment of GHA Health Screen Benefit for quarterly mode policies can be availed upon payment of the 2nd quarterly mode of premium which is on the 4th policy month.

**Pre-approval is highly recommended for GHA plans.

Outpatient Availment Process*

1. Submit the request to process the Letter of Guarantee (LOG) through any of the following:
   a. Contact Center Hotline: (+632) 8 5815-292, (+63) 917 1709292 (Globe), (+63) 919 056 5292 (Smart)
   b. Email: customer.service@axa.com.ph
   c. Nearest AXA branch
   
   
2. Customer Care Agents or Branch Services Specialists will acknowledge submission within 24 hours and request for any additional information needed.
   
   
3. Once information is complete, eligibility and coverage will be verified.
   
   
4. The LOG will be processed if case is covered and approved. LOG will be sent via email.
   

*Pre-approval is highly recommended for GHA plans

Emergency Availment Process*

1. Present your Global Health Access card to the emergency room/ER of a TPA-accredited facility. Apart from the physical card issued by AXA, the e-card in the Emma by AXA PH app is also accepted.
   
   
2. Necessary evaluation and treatment will be provided by the facility.
   
   
3. ER billing staff will contact the TPA to request approval.
   
   
4. If the case is covered, TPA will provide the approval code to the ER billing staff. Settle charges that are not covered, if any, and proceed to be discharged.
   

*Pre-approval is highly recommended for GHA plans

In-Patient Availment Process*

1. Submit the request to process the Letter of Guarantee (LOG) through any of the following:
   a. Contact Center Hotline: (+632) 8 5815-292, (+63) 917 1709292 (Globe), (+63) 919 056 5292 (Smart)
   b. Email: customer.service@axa.com.ph
   c. Nearest AXA branch
   
   
2. Customer Care Agents or Branch Services Specialists will acknowledge submission within 24 hours and request for any additional information needed.
   
   
3. Once information is complete, eligibility and coverage will be verified.
   
   
4. If approved, an email notification will be sent.
   
   
5. You will be endorsed to Maxicare.
   
   
6. Upon admission, present your Global Health Access card to the admitting office of the Maxicare-accredited facility. Apart from the physical card issued by AXA, the e-card in the Emma by AXA PH app is also accepted. Once admitted, an AXA Liaison Officer will monitor the admission process until discharge.
   

*Pre-approval is highly recommended for GHA plans

International Claim Pre-Authorization Process*

1. Submit the request to process the Letter of Guarantee (LOG) through any of the following:
   a. Contact Center Hotline: (+632) 8 5815-292, (+63) 917 1709292 (Globe), (+63) 919 056 5292 (Smart)
   b. Email: customer.service@axa.com.ph
   c. Nearest AXA branch
   
   
2. Customer Care Agents or Branch Services Specialists will acknowledge submission within 24 hours and request for any additional information needed.
   
   
3. Once information is complete, eligibility and coverage will be verified.
   
   
4. Customer Care Agents or Branch Services Specialists will forward the case to Global Health Partner for validation.
   
   
5. A response will be sent within 2-3 business days to confirm if no further requirements or clarifications are needed along with an update if the LOG has been endorsed to the facility.
   
   
6. Global Health Partner will send another email within 2-3 business days regarding updates from the facility and if the LOG has been issued. Once settled, expect to be admitted or discharged from the facility.
   
   

*Pre-authorization TAT is 30 days prior to scheduled procedure. All pre-authorization medical documents are submitted by/requested from the Customer.***