COVID-19 updates

Frequently asked questions

Making a claim

You'll need a GP referral and your membership number.

If you’re feeling unwell, book an appointment to see your GP. Your healthcare scheme kicks in once a GP has referred you on for specialist care after they’ve evaluated your symptoms, carried out any diagnostic tests and you've finished any treatment they’ve prescribed.

Find out more about how to claim.

Yes, in most cases you'll need a GP referral for your treatment to be covered. Having a GP referral will help us to support you with your claim quickly and efficiently.

There are some instances where you may not need to see your GP before starting a claim:

  • Mental Health conditions (subject to your scheme cover)
  • Muscle or joint conditions
  • Some skin conditions

If you're still unsure please contact us.

Your membership number is on your membership and claims documents and looks like 1234567A or AXA/R1234567. You'll find your documents on your online account.

Still can't find your membership number? Give us a call.

Your authorisation number is the reference number we gave you when we authorised your treatment. This is often referred to as your claim number. It may look like ABC1234 or AXACLM123456.

We may have given this to you by phone, by text or via a message in your online account.

Please give this number to your specialist, therapist, practitioner and/or the hospital where you are having treatment as they will need this number for billing purposes.

We don’t usually cover the cost of face to face private GP fees. But most customers are covered by our online GP service, AXA Doctor at Hand. Take a look at your membership handbook to see if your plan covers this.

Our private online GP service, powered by Doctor Care Anywhere, is available to most members. If your employer pays for your healthcare plan, please check your Wellbeing Hub to find out if AXA Doctor at Hand is included in your cover. If not, you may be able to pay for a single appointment. Read more about AXA Doctor at Hand here.

Monday to Friday 8am - 8pm and 9am - 5pm Saturdays and Bank holidays. Evenings and Saturday afternoons are usually our less busy times. Read more about how to contact us here.

You can claim by contacting us by phone or online.

You’ll need to send us a copy of your hospital admission and discharge certificate. You can get this from your GP or the hospital where you had treatment. 

If your stay was 28 nights or more, we’ll ask you to complete a consent form so we can contact the hospital if we need more information.

You can send us the documents via Member Online or via post at:
AXA Health
PO Box 428
Tunbridge Wells
TN2 9ND 

Your medical data is yours, so if you'd like someone else to be able to speak to us about your condition or treatment, we need your permision first. You can manage your permisions in 'My profile' on your membership site.

The six week option is a type of cover you might have. It means that the cover is for in-patient and day-patient treatment and any surgical procedure if the NHS can't give you that treatment within six weeks of when that treatment should take place.

The six week option does not apply to consultations or treatments with a therapist or practitioner.

Handbooks and documents

You can receive your membership documents by post or digitally. Log-in/register here.

If you'd like us to send you the documents again please call us.

You can send us your medical documents and receipts online or by post. Log in or register now.

Or you can post them to us at:
AXA Health
PO Box 428
Tunbridge Wells
TN2 9ND

Your referral letter, and any test results, will be in your AXA Doctor at Hand account. Download the free app on your phone or tablet. 

If you need help with your AXA Doctor at Hand account, please contact Doctor Care Anywhere on 03300 884 980, 9am – 5pm Mondays to Fridays.

COVID

We do not cover COVID-19 vaccinations. Please visit the NHS for information how and where to get the vaccine.

Find AXA Health approved specialist

When you contact us to authorise your treatment, we’ll let you know if your specialist is covered, or suggest an alternative.

It’s always best to ask for an open referral from your GP; we can then suggest a specialist in your area that we will cover.

We’re in contact with over 35,000 specialists and practitioners in the UK, so we have plenty to choose from.

Help with your online account

You can log-in here.

If you have problems accesing your Member online account please call 0800 302 9133. (Lines are open 8am to 5pm Mon – Fri and 9am to 5pm on Sat)

Invoice or payment queries

This is the amount you've chosen to contribute towards your treatment. You'll only pay this once a year for each person who claims.

Wait to hear from us - We’ll let you know how much you need to pay and the different ways you can choose to pay once we’ve received the invoice from your healthcare provider.

We don’t cover the cost of prescriptions. You can pay for these privately, but you may be charged more than the NHS charge. If your NHS GP gives you a prescription you will just pay the NHS charge.

Receiving treatment

There’s no need to call us. We won't need to pre-authorise this treatment again provided you still have the same level of cover in place.