It’s important to us that everyone can access our services and communications in ways that work best for them. Whether you have a visual restriction, hearing impairment or difficulty speaking, we can help.
If you’re experiencing difficulties with our website, documents or any of our services, please let us know. You can call us, send us a message from your online account or use Live Chat – whichever you prefer.
We can also adjust the pace of our call to give you more time if you need it. We can leave a note on your account, so that whenever you contact us, we’ll know the personal support you have in place.
Accessing your documents
You can access your documents online whenever you need to by logging into your online account. When you view your documents online you can increase the font size by zooming in, or use screen reading technology. You can also send us a secure message and request Braille, large print or digital audio. We can usually get these to you in a couple of days but Braille could take at least 10 days.
If you’re unable to access your documents online, please contact us on your claims line number, which you can locate in your handbook.
Adjusting font and text size
We try to use clear fonts on our website, but we understand this still might not meet everyone's needs. If you would like to make the text larger you can do this by changing the settings in your browser.
We’ve added below some popular web browser links that take you to their instructions to help you customise your settings.
Hearing and speech difficulties
If you are deaf, have a hearing impediment or difficulty with your speech, you can contact us using the Relay UK service which was previously called ‘Next Generation Text’ or ‘NGT’.
This service connects you with a Relay UK call assistant who will talk to us on your behalf by passing on your textphone or smartphone message(s). They will also text you back with our response so we can talk. The Relay UK service is free to use and all their call assistants are bound to keep any information you share by text private and confidential.
To use the Relay UK service you will need a smart phone or text phone. With a textphone just enter 18001 before the number you are calling or download their app to use with your smartphone. There’s no need to enter 18001 if you are using a smartphone that you have already linked to Relay UK.
To find out more about using the Relay UK service and to get set-up, visit the Relay UK website or download their app which is available from the App store or via the links below for other smartphone users.
BSL interpreting service
We’re working with the online BSL interpreting service, SignLive.
SignLive allows BSL users to communicate with anyone, at any time, using the app to connect them to a qualified BSL Interpreter.
How to access SignLive
If you’ve not used SignLive before you will need to complete a one-time registration. This will keep your account secure and allow them to call you back if needed.
You can access SignLive via the app or a web browser. Simply visit www.signlive.co.uk/login for more information.
Frequently asked questions
Visit the SignLive FAQs page for any questions you may have
Technical issues
Please email the SignLive technical team using the address given
BSL access points at AXA Health
You can use the SignLive service across all of our phonelines.
These services are free to use. Although we record/monitor calls for our records, please be assured that Relay UK and SignLive are bound to keep any information you share with them confidential.
How to get extra help
We understand there are times when we all need extra support. If you tell us about these issues, we can bear them in mind when you get in touch.
- Life changes, such as pregnancy, job loss, relationship issues, caring responsibilities, or bereavement
- A health issue, such as a disability or a long-term illness
- A mental health concern, for yourself or a family member
Call our 24/7 health support team for any health questions on 0800 003 004
How to give others permission to discuss your membership
Your medical information is yours. So, if you become unwell, we can’t talk to your family members about your condition or treatment – unless you tell us we can.
You can nominate someone you trust to help manage your membership by completing a Letter of Authority. You can also tell us if you have Power of Attorney.
Find out more about giving someone permission to talk about your membership by calling us, sending a message from your online account or via Live Chat.
How to get help with money worries
If you’re worried about your health insurance payments or experiencing financial difficulty, talk to us. There are a number of different ways we can help manage the cost of your plan.
For further resources to help with financial difficulty please visit:
Citizens Advice
Get help and advice on money matters from cost of living, budgeting and dealing with debt
Money Advice trust
A national charity, helping people across the UK to tackle their debts and manage their money with confidence