You can still log in to your Customer Online account through the AXA Health website
Access your online account
Your online account is available anytime, day or night. It's easy to use, secure and completely personal to you.
This is where you can:
- Explore your plan and check your cover
- Start and receive updates about your claims
- View your claims history and notifications
- Upload documents and invoices securely
- Update your details
- Securely message us with your questions
- Contact a healthcare professional, day or night, through our support services
- Access your member benefits and services
If you have a Personal Choice plan, go to your documents.
Member benefits
Your plan is about so much more than just health insurance. You can get help with everyday health problems, as well as hospital care. It’s all part of being a member.
How to make a claim
Get access to treatment and start a new claim, this could be;
- Seeing a specialist
- Authorising treatment
Hospital search
We carefully select the hospitals we work with. Simply enter your postcode to find the nearest hospital.
If you are already a member and would like to get in touch you can do this by using your online account. Not available for members on a Personal Choice plan.
For general enquiries call us on 0345 600 7696
Open 8am to 6pm Monday to Friday
If you're looking to get a quote over the phone or discuss your quote, our sales team will be happy to help. Call us on: 0800 100 4004
Open 9am to 7pm Monday to Friday
Email us: information@axahealth.co.uk
For all claim enquires you can call us on your claims line number which you can find in your handbook.
Write to us:
AXA Health, International House, Forest Road, Tunbridge Wells, Kent, TN2 5FE
Please remember to include:
- Your name, membership number and contact telephone number
If you would like to have treatment at a hospital not on our list, only part of the costs will be paid by us which means you will need to cover the difference. However, in some cases, the fees might not be paid at all.
Please check with us by calling our Claims Team before you go ahead with any private treatment.
Frequently Asked Questions
This depends on how we underwrite the policy you choose. There are four different types of underwriting:
- Full medical underwriting – we ask you for any pre-existing conditions before you join and we then work out what you will be covered for or not (this will be shown on your membership certificate)
- Medical history disregarded – we accept any pre-existing conditions (normally only if you are switching from another provider or are part of a business scheme)
- Existing conditions in the last 5 years - you are not covered for pre-existing conditions you’ve had in the last five years until you’ve been a member two years in a row and have been trouble-free from that condition for two years
- Continuing medical exclusions – carries on exclusions from your previous health insurer if you are switching and is subject to two medical questions. This option may only be available if you move from another healthcare provider.
Contact our Customer Service team on 0800 533 5921
We try hard to ensure that there are no reasons for members to complain. However, if we do receive a complaint, we have a charter in place to make sure that we deal with the situation fairly and promptly. Contact us using any of the details above.
Your policy is designed to cover you for new conditions and symptoms which arose after you took out the policy. In some circumstances you may have been asked to declare what treatment you had previously or whether you had any treatment planned or pending. We request your medical records to ensure your claim is covered under your policy and the terms of your underwriting.
We always aim to assess your claim as quickly as possible. After all, that's why you bought health insurance. The date you joined the policy and how you are underwritten will determine whether we need additional medical information from your GP or specialist in order to assess your claim.
We will let you know as soon as possible if we need further medical information, and we will always ask for your consent first. When we request further medical information, we are often reliant upon the information we have requested being sent back to us as quickly as possible by the medical practitioner.
To keep our premiums affordable, we have negotiated rates with providers which means they agree to charge within the AXA agreed rates for our members.
We’re bringing everything together under one name – AXA Health – to make things simpler all round, and to reflect our focus on health. We answer the phone as AXA Health, and we’ve made some changes to our websites too. You may still see other names in some places. We’re still the same friendly, experienced team, and these changes won’t affect your cover. We’ve explained how everything works here, including some of the difference in how we’re set up behind the scenes. If you have any questions, just give us a call.
AXA Health – the name you’ll see on most communications now – is a trading name of:
- AXA Health Limited
- AXA PPP healthcare Limited
- Health-on-Line Company UK Limited
- AXA PPP healthcare Group Limited
- AXA Health Services Limited.