You can’t postpone back pain or schedule a sprain

We’ll guide you to the right support, fast. Because when you’re in pain, it’s good to know you can speak to someone who cares and get the help you need.

You can have a video or phone appointment with a physiotherapist or specialist without a GP referral
This service is available to members aged 18 and over.

This is a specialist-led service delivered by HBSUK, who are part of the AXA Group. You’ll see the name HBSUK when you use the service.

How it works

95% of members needing an online physio appointment were offered one, within one working day.

^{Source: AXA Health members who accessed the online service from January 2024 – October 2024}

How to book an appointment

Set up a HBSUK online account

You’ll need your email address and membership number, which you can find on your documents or on a recent email from us.

Fill in a few details

This is an online form that normally takes about 10 minutes to complete. The team uses your answers to make sure you get the support that’s right for you.

Set up a video or phone appointment

You can choose an appointment at a time that suits you (appointments are available Monday to Friday). Frequently asked questions about using this service.

Please only book your appointment from your own HBSUK account. If you book on behalf of someone else, the physio or specialist won't have the right details.

Make an appointment

What members are saying about the online service

"Physio was good. Was told from the outset what we should aim for and what was realistic. Clear videos on how to carry out the exercises and regular video calls to ensure I was not experiencing any pains and progressing as planned. During the video call watching me carry out exercises to ensure good technique and how I could get better results from the exercise. Achieved my goals and have just been discharged with clear information on what to do if the problem reoccurs"

^{AXA Health member, 2026}

"I found the entire process very easy with AXA Health. I have never been through it before but it felt straightforward"

^{AXA Health member, 2026}

"Everything was quick and easy, the process was easy to follow"

^{AXA Health member, 2026}

When you have your appointment

You’ll have a video or phone appointment
Your physiotherapist or specialist will talk through your symptoms, assess you and work out what could be wrong.

They’ll advise you on next steps
The team may advise further treatment, for example a personalised exercise plan or treatment and tests. You’ll be able to see your documents and manage your appointments from your HBSUK online account.

If you need a face-to-face appointment, or need more treatment
You will need the appropriate healthcare benefits for the recommended next steps - outpatient specialist consultations, diagnostic tests or hands-on physiotherapy. Any outpatient limits or contribution you normally pay towards treatment each year will apply. Please check your membership documents to find out what benefits you have access to.

94% of members needing an online specialist appointment were offered one within 3 working days.

^{Source: AXA Health members who accessed the online service from January 2024 - May 2024.}

FAQs

Using the service

The physiotherapists and specialists are trained to make sure they can assess you on a video or phone call, and they’ll advise you on exercises that could help. However, if they think you need to see someone face-to-face, they’ll let you know.

How it works with your membership

Access to video or phone appointments are included as part of your membership. If you need any face-to-face appointments or tests however, you will need the appropriate outpatient benefits. Any outpatient limits or contribution you normally make towards treatment each year will also apply.
As part of your membership, you’ve access to online treatment without it affecting your plan's excess and benefits. If you're recommended any face-to-face appointments, tests or x-rays that are covered through your membership, this will
affect your benefits and any excess you may have.
Most of our members have access to our phone and online muscle, bones and joints support service, as part of their membership. However, if you’re referred for diagnostic tests, hand-on treatment or further investigation with a specialist, please check your membership handbook to find out what benefits you have access to. If you work for a large business (250 plus employees), check to see if your employer has selected the muscle, bones and joints digital service by referring to your company wellbeing hub, under the ‘muscles, bones and joints‘ section.