Girl and mother reading documents


It’s important to us that everyone can access our services. We have created this website with you in mind and want to make sure you can access our content as easily as possible.

If you’re experiencing difficulties with our website, documents or any of our services, please let us know.

Accessing your documents illustration

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.​

Log in

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

Hearing and speech difficulties illustration

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.

SignLive logo

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 for more information.

Frequently asked questions

Visit the SignLive FAQs page for any questions you may have

Visit SignLive



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.