Smart Traveller policies bought before March 11, 2020 will cover claims on Trip Cancellation/Postponement related to the COVID19 pandemic. For more info on Smart Traveller coverage in relation to COVID19, please click here For assistance, please contact AXA Customer Care through (02)8581-5292 or see other options here.
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Your policy coverage in relation to the coronavirus disease (COVID-19) outbreak


We would like to share with you some important information regarding your policy in relation to the outbreak of the coronavirus disease (COVID-19). On December 31, 2019, a pneumonia of unknown cause was first detected and reported in the WHO Country Office in China. January 30, 2020, the outbreak was declared a Public Health Emergency of International Concern last. March 11, 2020, World Health Organization declared the disease as pandemic*.

Global Health Access

  • Effective July 29, 2020, all GHA members are covered for hospitalizations due to COVID-19 infection including those policies with pandemic/epidemic exclusion up to plan benefit limits and policy provisions.
  • Subject to GHA plan contract terms and conditions, hospitalization due to COVID-19 in countries or areas of cover of the GHA plan can be covered unless the Insured acquired COVID-19 in countries where there is a travel ban imposed by the Philippine authorities.
  • For more information, you may check out: https://www.axa.com.ph/multimedia/articles/health-products-covid-19-faq


For assistance in accessing a healthcare facility under GHA, contact the GHA claims support team 24/7 Hotline (+632) 8 581-5207.

Care Rider, Daily Hospital Income benefit under Health Exentials and Group Daily Hospital Income (DHI) policies

• Care Rider, Health eXentials DHI and Group DHI benefits will be paid out whether related to COVID-19 or not.

Health Max, Health Exentials, Health Start, Shield Rider, Critical Conditions Rider and Group Critical Illness policies
• Critical illnesses will be paid out whether related to COVID-19 or not, subject to policy contract provisions.

All AXA policies with life insurance coverage (individual and group policies)
• AXA will cover death benefits resulting from COVID-19.

Or Email at: customer.service@axa.com.ph

Smart Traveller
With this, AXA deems it relevant to provide updates on customer eligibility for trip cancellation claims, if they purchased Smart Traveller and booked their trips to:

  • Mainland China before December 31, 2019
  • Hong Kong and Macau before February 2, 2020
  • North Gyeongsang Province (including Daegu City and Cheongdo County) of South Korea before February 23, 2020

Note: *In line with the WHO pandemic announcement, all Smart Traveller policies bought before March 11, 2020 will be covered for trip cancellation/postponement.

Smart Traveller will not cover trip to countries within the travel ban period to:

  • Taiwan from February 10-14, 2020
  • South Korea from February 23-March 3, 2020

Customers are eligible for claims arising from the COVID-19 outbreak if they departed the Philippines for:

  • Mainland China before December 31, 2019
  • Hongkong and Macau before February 2, 2020
  • North Gyeongsang Province (including Daegu City and Cheongdo County) of South Korea before February 23, 2020


Customers travelling where the Philippine government has advised against non-essential travel relating to a disease outbreak or unsafe health conditions (known event), shall not be covered under Smart Traveller. However, if the insured has already commenced with the trip prior to the issuance of such travel advisory, standard coverage shall apply.

More information can be found in our FAQs.

Note: In the event that a travel ban has been imposed to the country of destination by the Philippine Government, only policies purchased/issued before the date of public announcement shall be covered.

You may refer to terms and conditions of Smart Traveller Policy here.

For travel assistance, you may contact the 24/7 Smart Traveller Hotline at (+632) 8 807 5599 or email opstravel@asia-assistance.com.