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Emma by AXA Frequently Asked Questions

AXA Philippines, global leader in insurance, launched MyAXA, a mobile phone app that brings relevant information to their 811,000 strong customers in the country anytime, anywhere.

“We are building a community with our customers and MyAXA is one of our digital initiatives that would like to reinforce that,” says John Hilson, Chief Transformation and Operations Officer of AXA Philippines. Policy information like the payment schedules of their premiums can be viewed, as well as the digital copies of their official receipts. Other details like the account value of their chosen plan, and the contact details of their AXA Financial Partner is likewise conveniently accessible in MyAXA.

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How to register?

Here are the easy steps in navigating this page so you can maximize all its features and make the most out of your online experience.

  • On the upper right corner of the AXA Corporate website, simply click on the Emma by AXA Icon and select Register on the dropdown menu.

  • Key in your E-mail address and ten digit Policy number. Please make sure to use the e-mail address you have provided during Insurance application.

  • Agree on Emma by AXA’s Terms & Conditions and Privacy Policy by ticking the check box then click NEXT.

  • Emma by AXA will forward a verification message to your e-mail. Simply click the button to verify your e-mail address. (picture of button)

    MyAXA Portal Register
  • Emma by AXA will prompt you to provide a password following the given combination criteria.

    8 or more characters

    At least 1 number

    At least 1 letter

    At least 1 special character ($ @ ! % * # ? &)

    MyAXA Portal Register
  • CONGRATULATIONS! You are now Registered on Emma by AXA, you may now log in to your account.

How to view my policy/ies?

On the Emma by AXA Homepage you can conduct transactions concerning your policy with ease.

  • To view your policy information, click on My Policies

  • If you own multiple policies, choose the policy you want to view.

    Investment Linked, Protection and Savings with Guarantees and Global Health

    Emma by AXA Portal View Policy
  • For Investment Products, you can view your current account value, fund allocation, fund performance and fund transaction history.

    Emma by AXA Portal View Policy
  • You can also view your premium due, payment mode and other payment information.

    Emma by AXA Portal View Policy
  • In case your policy has Riders attached to it, you can view the Rider details as well.

    Emma by AXA Portal View Policy

How can I contact my financial advisors?

Contacting a financial Advisor is now made easy with Emma by AXA

  • You can directly contact your AXA Financial Partner, simply click My Advisors

  • You can send a message by clicking the email icon on each of the displayed Advisors

    Emma by AXA Portal Contact Financial Advisor
  • If you're viewing Emma by AXA through your mobile phone you have the option to talk to your advisor by clicking on the call button

    Emma by AXA Portal Contact Financial Advisor

How can I pay online?

Now we've made it easier for you to pay your premium. With Emma by AXA, you can pay your premium online in a few easy steps

  • You can directly contact your AXA Financial Partner, simply click My Advisors

  • Choose the policy or policies you wish to settle and click PAY NOW!

    Emma by AXA Portal Pay Online
  • You will then be redirected to the Global Payment Secure Page

    Emma by AXA Portal Pay Online
  • Select your preferred payment method

    Emma by AXA Portal Pay Online
  • Input your card details, confirm your payment details then click proceed. And that's it, you've paid your premiums in few easy steps.

    Emma by AXA Portal Pay Online
  • You have the option to print a copy of your transaction confirmation for your reference.

    You can also download a PDF copy on your computer.

    Your E-receipt will be sent to you within 3 working days and will be available for viewing in Emma by AXA

    Emma by AXA Portal Pay Online

How can I view all my policy statements?

With Emma by AXA all your policy information is conveniently available anytime anywhere all under a click of a button

  • To view all your policy statements, click on the e-notiXes icon

  • Select a product that you wish to enroll to e-notiXes and then click SUBSCRIBE NOW.

    Emma by AXA Portal View Policy Statement
  • You will start receiving information related to your subscribed policy number within the next five (5) days.

How can I reset my password?

Follow these easy steps to reset your password.

  • To reset your password, simply click on the FORGOT PASSWORD on Emma by AXA LOGIN Page

  • Then enter your registered email and click next.

    Emma by AXA Portal Reset Password
  • We will send a password reset request to your registered email address.

    Emma by AXA Portal Reset Password
  • You will receive a verification to your provided email to reset your password. Simply Click Verify Request button or the link provided to continue the process.

  • Congratulations! You may now create a new password with the following conditions:

    8 or more characters

    At least 1 number

    At least 1 letter

    At least 1 special character ($ @ ! % * # ? &

    Emma by AXA Portal Reset Password

Why am I being asked for additional information?

During the process of Registration there are instances that a customer will be asked for additional information for the following reasons:

  • In case you provide incorrect details for your E-mail Address and Policy Number, Emma by AXA will ask for the following:

    a. Name of Policy Owner

    b. Policy Owner’s Date of Birth

    c. Name of Insured

  • If there are still discrepancies on Policy Owner’s name, Date of Birth and Name of Insured, you will have to provide Emma by AXA with:

    a. Billing Address

    b. Premium Amount

    c. Contact number

  • Registration to Emma by AXA will be temporarily parked at this point as we need to verify the information you provided. You will hear from us after two (2) days concerning your Emma by AXA registration.

Why did I receive an e-mail asking me to call customer care?

You received an e-mail to inform you of the next action you need to undertake for your Emma by AXA registration process. We are taking these security measures to make sure that any information on your policies or any details you provide us are protected.

How to withdraw funds through Emma by AXA Portal?

Withdraw your funds with ease with the use of Emma by AXA portal using the following steps.

  • On the Emma by AXA home page, click on My Policies tab.

  • Select on the policy where you want to withdraw.

  • Select "Withdraw Funds" to proceed.

    Note that you will not be able to click the button if you are not eligible to withdraw.

  • Select the purpose of your withdrawal.

  • Select the type of withdrawal (full or partial).

  • Details of the policy will be shown. If it’s a partial withdrawal, you will have to select the units or pesos that you want to withdraw per fund.

  • Details of the fund withdrawal amount and surrender charge (if applicable) will also be shown.

  • Fill up the form with your bank account details.

    Emma by AXA withdrawal is only applicable for direct bank transfer. Bank account owner and policy owner should be the same.

  • Upload a photo of your ID.

  • The summary of the fund withdrawal will be shown

  • Also shown are the declarations and agreement inclusions.

  • A thank you page will be shown indicating the reference number and if applicable, a customer service representative will call them to confirm the transaction.

Emma by AXA Fund Withdrawal FAQs

1.     What is Emma by AXA Fund Withdrawal?

a.        Emma by AXA Fund Withdrawal is the newest feature of Emma by AXA web. Now, you can withdraw anytime and anywhere. No need to fill in paper work and visit the branch.

 

2.     Why should I withdraw through Emma by AXA?

a.        It’s quick, easy, and convenient. You can perform fund withdrawal transactions anytime and anywhere with only a few clicks!

b.       All transactions are secured. With our 2-factor authentication, we make sure that all your transactions are protected.

c.        It’s easy to monitor. You can check the status of your withdrawal in real time!

 

3.     Who are eligible to withdraw via Emma by AXA?

a.        Customers that will withdraw funds less than 500k

b.       Customers with funds in PHP only

c.        Customers w/o irrevocable beneficiary

d.       Policy that will be withdrawn should NOT be assigned as collateral

e.        Customers whose policy is still active and have sufficient funds

f.         Excluding Diverxity Policies

 

4.     For partial withdrawal, is there a minimum required withdrawal amount?

a.        Yes, minimum required withdrawal amount is USD 400. Withdrawals will not proceed if your partial fund withdrawal amount is less than USD 400 – please note that this may change from time to time depending on the currency exchange rate.

 

5.     For partial withdrawal, is there a minimum maintaining fund balance?

a.        Yes, minimum maintaining fund balance is USD 400 too. Partial fund withdrawals will not proceed if the remaining balance from your account will be less than USD 400 – please note that this may change from time to time depending on the currency exchange rate.

 

6.     I can’t withdraw via Emma by AXA. What should I do?

a.        For those who are uneligible to withdraw via Emma by AXA (based on item #3), you may still withdraw via our AXA branches or you may contact your financial advisor for withdrawal assistance

 

7.     Can I also withdraw via Emma by AXA app?

a.        No, Emma by AXA Withdrawal is only available for Emma by AXA web only

 

8.     Can I withdraw multiple times using Emma by AXA?

a.        Yes, you may withdraw multiple times from multiple policies. Please note though that you cannot withdraw from a policy with an existing withdrawal application.

 

9.     What is the process of fund withdrawal via Emma by AXA?

a.        Log in to your Emma by AXA account and select the policy where you want to withdraw

b.       Select the fund withdrawal button – if you are not eligible to withdraw, you won’t be able to click this button.

c.        Select the purpose of the withdrawal

d.       Choose if it’s a full or a partial withdrawal

e.        Details of the policy will be shown. If it’s a partial withdrawal, you will have to select the units or pesos that you want to withdraw per fund

f.         Details of the fund withdrawal amount and surrender charge (if applicable will be shown)

g.        Input your bank account details – Emma by AXA withdrawal is only applicable for direct bank transfer also, bank account owner and policy owner should be the same.

h.       Upload a photo of your ID

i.         Fund withdrawal summary will be shown – with declarations and agreements

j.         A thank you page will be shown indicating the reference number and if applicable, a customer service representative will call them to confirm the transaction.

 

10.  I want a check or a cash withdrawal, can I do that via Emma by AXA?

a.        For the Emma by AXA fund withdrawal, we are only doing a direct bank transfer. For cash or check withdrawals, you may go through our normal withdrawal process via the AXA branches or ask assistance from your financial advisor.

 

11.  Are you still going to confirm the transaction?

a.        For some transactions, yes, a customer representative will call you to confirm the transaction

 

12.  When will I receive the money from the time that I applied?

a.        The estimated timeline for the disbursement of the money is around 3-5 days from the time of submission. Assuming that there are no issues with your policy or with your bank and that you are contacted should we need to confirm the transaction with you

 

13.  Is there a cut-off on submission of withdrawals?

a.        Submitted withdrawals before 4pm – processing will start on the same working day

b.       Submitted withdrawals after 4pm and during weekends / holidays – processing will start the next working day

 

14.  How can I track my transaction?

a.        You can go to the “Withdrawal History” to track your transactions. Updates will be placed there real time

 

15.  What are the meaning of the transaction labels in the withdrawal history

a.        Submitted – this means that we already received your request

b.       In Process – this means that we are already processing and checking your request

c.        Approved – your request is already approved and for disbursement

d.       Transmitted to the bank – the money is transmitted in your assigned bank account

e.        Cancelled - you cancelled your full or partial withdrawal

f.         Cancelled (Uncontacted) – you are uncontacted that’s why we cancelled  your withdrawal

g.        Cancelled (Pending requirements) – there are requirements that needs to be submitted

 

16.  I already submitted my withdrawal request but I want to cancel it, how can I cancel?

a.        We are considering all submitted withdrawal applications as final. But should you wish to cancel, submitted withdrawals can only be cancelled by calling our hotline at 85815-292 (AXA) within the day of submission, before 6pm. Otherwise, the withdrawal will continue.

 

17.  I did not receive the one time pin sent, the mobile number indicated is not updated

a.        We placed the one time pin authentication that will be sent to your registered mobile number with us for your security. If you want to change your pin, please call our customer care at +63 2 3231-AXA (292). Please note that any change in mobile number will be reflected in our system within 24 hours.

 

18.  I have an irrevocable beneficiary / assigned policy, someone from AXA called me that my withdrawal application via Emma by AXA was cancelled.

a.        Policies with irrevocable beneficiary and assigned policies are not eligible to withdraw via Emma by AXA. We may ask for additional requirements for these specific policies. You can still withdraw through our AXA branches or through your financial advisor for assistance.

 

19.  Are there other charges that I have to pay?

a.        Aside from possible surrender charges depending on your policy year, non-metrobank bank accounts may also charge applicable bank fees

 

20.  The amount in the withdrawal history is different from the one in my bank account, why is that?

a.        The amount displayed in your withdrawal history is based on the valuation date from the time you submitted – this amount may vary depending on the final valuation that usually happens day after submission

 

21.  It says “transmitted to the bank” in my status but the money is still not in my bank

a.        Timeline for the whole process is 3 – 5 days. For non-Metrobank accounts, it’s usually plus 2 days from the time that we transmitted it to the assigned bank. It may also be possible that your bank is rejected because of incorrect bank account – if this happens, a customer service representative will call you so you can provide a correct bank account. To avoid this situation, please ensure that the bank account details are correct.

Emma by AXA Customer Support Numbers

How can I contact customer support for Emma by AXA?

For any concerns regarding your Emma by AXA account, you may contact us via any of the following methods:

Landline:

(+632) 8 5815-AXA(292)
Operating Hours: 8:00 AM - 8:00 PM, Monday - Friday

Mobile:

Globe: +63 917-1709-292

Smart: +63 998-5889-292

Mobile numbers are for calls only.

Email:

customer.service@axa.com.ph

E-Policy in Emma by AXA FAQs

Which of my products have e-Policy?

All AXA products except GHA and policies acquired through AXA ION have e-Policy.

When did e-Policy take effect?

e-Policy is available for all policies issued beginning July 23, 2018

When will my e-Policy be available?

The e-Policy becomes available via Emma by AXA in your Policy Documents within two (2) business days from issuance date.

Where can I download a copy of my e-Policy?

e-Policy is available through Emma by AXA. You may sign up for an account here. After account sign up and policy enrollment, your e-Policy will be available in the Documents section.

You may view, download or share the e-Policy document from there.

Can I still get a hard copy of my policy contract?

Yes, you may get a hard copy of the policy contract upon request. You may contact your Insurance agent or contact us here.

What makes e-Policy better than a hard copy of my policy contract?

With e-Policy, you can get your contract faster. e-Policy is generated and made available through your Emma by AXA account within two (2) working days after policy issuance, while it takes 10-15 business days before the policy owner receives the hard copy of the contract through a courier.

Is my e-Policy considered legal and valid?

Yes. e-Policy is considered legal and valid, and has been approved by the Insurance Commission. The policy owner can save it in his personal storage or print a copy.

When will the cooling-off period take effect?

The 15 days cooling off period will begin on the policy owner's date of receipt of email notification regarding e-Policy availability within Emma by AXA.

Can I request to send my e-Policy through Email?

Unfortunately due to security reasons, we can only send your e-Policy via official channels such as the Emma by AXA Web Login or Mobile App. Upon accessing Emma by AXA, you may download your e-Policy from there.

How can I find my e-Policy in Emma by AXA?

You may view your e-Policy under the Documents section of your Policy details page / screen.

How can I find my e-Policy in the Emma by AXA app?

You may view your "e-Policy Lite" under the policy details or Documents tab.

Can I request for an e-Policy of my old policy contracts?

Currently e-Policy is only available for policies issued from July 23, 2018 onwards for all products except GHA and policies purchased through AXA ION.

Conversion of existing policies issued prior to July 23, 2018 into e-Policy is in the pipeline for future development.

How to register?

Here are the easy steps in navigating this page so you can maximize all its features and make the most out of your online experience.

  • On the Emma by AXA App screen, click login and it will prompt you the log in and registration option.

  • Just select Register button and it prompt you to enter the email address that you want to register and input your policy number.

  • After the registration you will need to verify your email address for security reason

    Emma by AXA App Register
  • Once, you've clicked on the verification link sent from your email, you will need to nominate a password that has

    8 or more characters

    At least 1 number

    At least 1 letter

    At least 1 special character ($ @ ! % * # ? &)

    Emma by AXA App Register
  • CONGRATULATIONS! You are now Registered on Emma by AXA. Simply click Login to continue

    Emma by AXA App Register

How to view my policy/ies?

On the Emma by AXA Homepage you can conduct transactions concerning your policy with ease.

  • Log in to Emma by AXA using your registered email address

  • If you own multiple policies, choose the policy you want to view.

    Investment Linked, Protection and Savings with Guarantees and Global Health

    Emma by AXA App View Policy
  • If you select a category e.g. Investment Linked. A page will display the list of your policy/ies available.

    Emma by AXA App View Policy
  • For Investment Products, you can view your current account value, fund allocation, fund performance and fund transaction history.

    Emma by AXA App View Policy
  • In case your policy has Riders attached to it, you can view the Rider details as well.

    Emma by AXA App View Policy

How can I contact my financial advisors

Contacting a financial Advisor is now made easy with Emma by AXA

  • You can directly contact your AXA Financial Partner, simply click My Advisors

    Emma by AXA App Contact Financial Advisor
  • You can send a message by clicking the email icon on each of the displayed Advisors

    Emma by AXA App Contact Financial Advisor
  • Through your mobile phone you have the option to talk to your advisor by clicking on the call button

    Emma by AXA App Contact Financial Advisor

How can I reset my password?

Follow these easy steps to reset your password.

  • To reset your password, simply click on the FORGOT PASSWORD link on Emma by AXA LOGIN Page.

  • Then enter your registered email and click next.

    Emma by AXA App Reset Password
  • You will send you a password reset request to your registered email address

    Emma by AXA App Reset Password
  • You will receive a verification to your provided email to reset your password. Simply Click Verify Request button or the link provided to continue the process.

    NOTE:

    Please click on the email link once.

    After clicking the link, do not reload the page.

    Email verification link will expire in 15 minutes.

  • Congratulations! You may now create a new password with the following conditions:

    8 or more characters

    At least 1 number

    At least 1 letter

    At least 1 special character ($ @ ! % * # ? &

    Emma by AXA App Reset Password

Emma by AXA Customer Support Numbers

How can I contact customer support for Emma by AXA?

For any concerns regarding your Emma by AXA account, you may contact us via any of the following methods:

Landline:

(+632) 8 5815-AXA(292)
Operating Hours: 8:00 AM - 8:00 PM, Monday - Friday

Mobile:

Globe: +63 917-1709-292

Smart: +63 998-5889-292

Mobile numbers are for calls only.

Email:

customer.service@axa.com.ph

E-Policy in Emma by AXA FAQs

Which of my products have e-Policy?

All AXA products except GHA and policies acquired through AXA ION have e-Policy.

When did e-Policy take effect?

e-Policy is available for all policies issued beginning July 23, 2018

When will my e-Policy be available?

The e-Policy becomes available via Emma by AXA in your Policy Documents within two (2) business days from issuance date.

Where can I download a copy of my e-Policy?

e-Policy is available through Emma by AXA. You may sign up for an account here. After account sign up and policy enrollment, your e-Policy will be available in the Documents section.

You may view, download or share the e-Policy document from there.

Can I still get a hard copy of my policy contract?

Yes, you may get a hard copy of the policy contract upon request. You may contact your Insurance agent or contact us here.

What makes e-Policy better than a hard copy of my policy contract?

With e-Policy, you can get your contract faster. e-Policy is generated and made available through your Emma by AXA account within two (2) working days after policy issuance, while it takes 10-15 business days before the policy owner receives the hard copy of the contract through a courier.

Is my e-Policy considered legal and valid?

Yes. e-Policy is considered legal and valid, and has been approved by the Insurance Commission. The policy owner can save it in his personal storage or print a copy.

When will the cooling-off period take effect?

The 15 days cooling off period will begin on the policy owner's date of receipt of email notification regarding e-Policy availability within Emma by AXA.

Can I request to send my e-Policy through Email?

Unfortunately due to security reasons, we can only send your e-Policy via official channels such as the Emma by AXA Web Login or Mobile App. Upon accessing Emma by AXA, you may download your e-Policy from there.

How can I find my e-Policy in Emma by AXA?

You may view your e-Policy under the Documents section of your Policy details page / screen.

How can I find my e-Policy in the Emma by AXA app?

You may view your "e-Policy Lite" under the policy details or Documents tab.

Can I request for an e-Policy of my old policy contracts?

Currently e-Policy is only available for policies issued from July 23, 2018 onwards for all products except GHA and policies purchased through AXA ION.

Conversion of existing policies issued prior to July 23, 2018 into e-Policy is in the pipeline for future development.