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(FAQ) Frequently Asked Questions about AXA Sawasdee Thailand Inbound Insurance

This is a continuously developing topic, please ensure to check with your embassy or consulate about the latest requirement and the length of insurance policy that is required.

Starting from 1 May, the insurance requirements for Thailand Pass will be health insurance policy which covers COVID-19 related medical treatment with a coverage of no less than USD 10,000 or equivalent.

Insurance requirements for other types of visa are different to Thailand Pass and as follow:

For Special Tourist Visa (STV) and O-A Visa: Health insurance policy which covers the period that the applicant intends to stay in Thailand with a coverage at least USD 100,000 for medical expenses relate to Covid-19 treatment.

For O-X Visa: Health insurance policy which covers the period that the applicant intends to stay in Thailand with a coverage of no less than THB 40,000 for outpatient treatment and THB 400,000 for in-patient.

AXA Sawasdee Thailand insurance can fit this requirement.

Sawasdee Thailand meet the requirement of Thailand Pass only, please visit our Health insurance webpage https://www.axa.co.th/en/axa-Long-Stay-Visa, for insurance meeting visa’s requirement

Customer can choose SmartCare Executive Long Stay Visa type O-A and STV Insurance. One single policy can comply with Thailand pass and Visa requirements (O-A, O-X and STV visa type)

The period of insurance required depends on the intended duration of stay in Thailand and the type of visa being applied for and the Embassy of each country. Please, confirm with your local Thai Consulate/Embassy the specific case.

No. If you are already in Thailand, you are not entitled to buy Sawasdee Thailand. You can only buy Sawasdee Thailand only if you are physically outside of Thailand at the time of policy purchase.

But you can request for policy extension, if your existing policy covers less than 180 days. The total policy duration after extension is limited to maximum 180 days. Extension is not guaranteed and depends on AXA underwriting policy. AXA will not cover for claims arising from any circumstances that is already known to you prior to the policy extension. You must make the request to AXA on or before the original policy expiry date and make additional premium payment.

No, you can’t. There will be no premium refund for policy cancellation after policy effective date or customer already enter Thailand.

No, all plans of Sawasdee Thailand is single trip policy. The policy shall be ceased once you leave Thailand. There will be no premium refund for policy cancellation after policy effective date or customer already enter Thailand.

For outpatient (OPD): No, AXA doesn’t offer cashless for OPD treatment. You must make payment first and reimburse with AXA later.

For Inpatient (IPD): Yes, we do offer cashless if you’re admitted as an inpatient in AXA hospital network. You may be required to make payment to hospitals when we do not receive in time all information or documentation required to conclude the claim assessment. You can submit claim form including all required documentation for us to consider reimbursement.

Sawasdee Thailand has no waiting period so you will get the coverage immediately once the immigration process is completed including the time that you’re in quarantine.

The coverage shall continue until the end of insurance period or the customer leave Thailand whichever happens earlier. The arrival and departure from Thailand are marked when the Insured completes all immigration processes.

In case of accident or sickness during policy period which requires you to receive continue treatment in hospital, AXA will cover until   

For inpatient: You are discharged from hospital

For outpatient: Policy expiry date

Yes, AXA will cover medical expenses up to 750K THB for the whole insurance period. In case of accident or sickness during policy period which requires you to receive continue treatment in hospital, AXA will cover until   

For inpatient : You are discharged from hospital

For outpatient : Policy expiry date

You can cancel the policy and get full premium refund if the Royal Thai Embassy/Royal Thai Consulates reject your Thailand pass. Customer must provide the rejection letter or any proof from Royal Thai Embassy/Royal Thai Consulates and notify AXA before policy start date

Before original policy start date (you are still abroad): Yes, you can change the start date to an earlier or a later date. You must make the request to AXA before the original policy start (in case of postponing start date) or before the new policy start date (in case of advancing the start date). Please allow 2-3 working days to receive the revised policy documents

On or after the original policy start date: No. You cannot change your policy start date

Shorten duration: No, your policy cannot be shortened.

Extend duration: You can request for policy extension if your existing policy cover less than 180 days. The total policy duration after extension is limited to maximum 180 days (subject to maximum total policy duration condition and limited to one extension only). Extension is not guaranteed and depends on AXA underwriting policy. AXA will not cover for claims arising from any circumstances that is already known to you prior to the policy extension. You must make the request to AXA on or before the original policy expiry date and make additional premium payment. Please allow 1-3 working days to receive the revised policy documents.

If you have purchased your policy through insurance agents or brokers, please contact them to make the change request. If you have purchased your policy through AXA directly, please provide your details including a copy the policy schedule to axathai@axa.co.th

No, you may not change to a lower the medical insurance expense plan after you purchase a policy. This condition applies to all existing policies including when customers may request to change or extend the policy period.

No. You can purchase only 1 policy. In case of multiple active Sawasdee Thailand policies, AXA will provide coverage under one policy only.

Baggage delay coverage will cover in the event that the baggage has not arrived at the time you arrive Thailand for at least 6 hours. You will be compensated for the actual amount you paid for essential clothing but not exceed 1,000 THB for every 6 hours of delay and 20,000 THB for the whole coverage period.

Travel delay coverage will cover in the event that the aircraft, cruise or train is delayed due to adverse weather, defect or malfunction of engine and strike or work stoppage of the employees of carriers.

You will be covered for domestic flight you take while in Thailand and the outbound flight which you take to leave Thailand for other countries. You will be compensated 1,000 THB for every 6 hours of delay. The total compensation shall not exceed 20,000 THB for the whole coverage period.

No, Sawasdee Thailand also provide the coverage for medical expense from accident, sickness including COVID-19 which is not pre-existing condition. The company will cover for the cost of treatment incurred based on medical necessity.

Sickness means symptom, irregularity, illness or disease that occurs suddenly or acutely to the Insured and is unpredictable, occurring after the insurance policy comes into force, provided that it clearly appears to have occurred by itself and independently of any other events.

Pre-existing condition is a disease (including complications), symptom or abnormality that occurred to the Insured within 12 months before the trip which is sufficiently significant that the Insured should have sought for a diagnosis, care or treatment, or a physician would have been able to provide diagnosis, care or treatment.

AXA will cover the cost COVID-19 test regardless of the test results if the test was carried out due to Medical Necessity and following the guideline published by the Ministry of Public Health.

No medical necessity: No, AXA will not pay for the cost of testing if there was no medical necessity to carry out the COVID-19 test.

Mandatory COVID-19 test during quarantine: AXA will not pay for the mandatory COVID-19 test during the period of quarantine, Sandbox, or Test and Go, regardless of the test results.

Yes. Medical expenses incurred in facilities designated as “Field Hospital” and “Hospitel” by the Ministry of Public Health for treating COVID-19 patient is covered.

AXA will cover for outpatient and inpatient medical expense incurred based on medical necessity. The guideline published by the Department of Medical Services, Ministry of Public Health (MOPH) on treating COVID-19 patients (https://covid19.dms.go.th/), which will be updated from time to time, is the reference for medical necessity

For hospitalization (hospital or hospitel), AXA uses a combination of factors, including but not limited to, symptoms (temperature, respiratory rate, oxygen saturation), age and underlying medical conditions to determine if the hospitalization is medically necessary. Only medically necessary inpatient expenses will be covered by AXA.

For example, a young adult who is asymptomatic, without any other underlying medical conditions will be categorized as “green case”. Therefore, he will not require any hospitalization but only telemedicine as stated in the said MOPH guideline. In this case, AXA will not cover for any inpatient medical expenses, but will cover for the cost of telemedicine (if any).

No, you can present policy schedule to the hospital and ask hospital to contact AXA.

During office hours: Mon – Fri 08.30-17.00 Tel. 0-2118-8111 E-mail : ta-claims@axa.co.th

Out of office hours: Tel. 0-2206-5467 E-mail: precer.th@ip-assistance.com, faxclaim.th@ip-assistance.com, ta-claims@axa.co.th

In case of reimbursement: Please, send the claiming documents to AXA for reimbursement. AXA will pay compensation within 15 days from the date received complete and correct documents. 

Address: AXA Insurance PCL (Sawasdee Thailand Claims) 1168/67 Lumpini Tower 23 Fl., Rama 4 Rd., Thung Mahamek, Sathorn, Bangkok 10120

The required claims documents

1.      A complete claim form (Click here to download claim form)

2.     Original medical report stating the symptoms, diagnosis and the treatment

3.     Original receipt showing the itemized medical expenses

4.     A copy of the passport which showing arrival date

5.     Travel Document i.e. flight ticket/ flight itinerary/ boarding pass

During office hours : Monday – Friday 8.30-17.00 hours

ta-claims@axa.co.th

0-2118-8111

 

Out of office hours :

To : precer.th@ip-assistance.com , faxclaim.th@ip-assistance.com

CC : ta-claims@axa.co.th

0-2206-5467

 

The Insured should provide the following documents via the hospital

  • AXA Sawasdee Thailand Insurance Certificate
  • Policy Schedule
  • Copy of the passport and/or travel document of the Insured which showing arrival date

 

Billing address :

Sawasdee Thailand Claims

AXA Insurance PCL

1168/67 Lumpini Tower 23 Fl., Rama 4 Rd.,

Thung Mahamek, Sathorn, Bangkok 10120

To ensure prompt tracking is made to your claim, please contact us via email sawasdeethclaims@axa.co.th and add your policy and/or claim number to the email subject.