Why are we introducing an additional level of security?
We're on a mission to create a connected, seamless member experience. This means having robust and secure systems across all our touchpoints. From January we’ll be introducing a two-step verification process across our employee facing services to strengthen the security of our systems and the data we hold, ensuring your employees’ data remains protected.
And as we tighten the credentials to login, we’ll be better able to support the future movement or members between our AXA Health services, meaning less friction, and a greater user experience.
How does the process work?
- When setting up two-step verification for the first time, service users provide their phone number, to receive a verification code via text message.
- To access their online account, they enter the code as part of the login process.
- For subsequent logins, a verification code is sent to the registered phone number.
When will the process be introduced?
We’ll be introducing this process using a gradual, phased approach from mid-January 2026, before being available to all service users in the months to follow.
What support is available to employees?
Our dedicated digital support team is trained to assist with any questions. They can be contacted on 0800 302 9133, Monday to Friday 8am-8pm, Saturday 9am-5pm.
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