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.

Find out more

How to make a claim

Get access to treatment and start a new claim, this could be;

Seeing a specialist
Authorising treatment

Start here

Hospital list

Here’s your hospital list. The list changes from time to time, so please always check with us before arranging treatment. Some treatments are only available in certain facilities. You can start a claim through your online account or call us on the number shown in your handbook.

This currently replaces the hospital search.

Here’s your hospital list

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.

How to make a claim

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.
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.
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.