Health Care Accesss Claims Processes

Health Screening (HS) or Annual Physical Exam (APE) 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 HCA 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 HCA plans

Emergency Availment Process*

1. Present your Health Care 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.
   
   
5. Settle charges that are not covered, if any, and proceed to be discharged.
   

*Pre-approval is highly recommended for HCA 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 Health Care 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 HCA plans