AXA Health Contact Us

Let’s guide you to the right place by answering a few quick questions

What type of AXA Health member are you?

How can we help you today?

Log in to your online account

 

This is where you can find out everything you need to know about making the most of your health and wellbeing benefits from AXA Health, including details on how to access them.​

You'll be able to start a claim, view your handbook, update your personal details.

 

Log in

 

Start a live chat

 

Talk to a live chat agent, where you can get started with accessing treatment, check your benefits or a claim, or ask us a question.

Live chat agents are available: Monday to Friday 8am – 8pm and Saturday 9am – 5pm.

If you have a question about claiming, you may find what you are looking for on our guide to making a claim and accessing treatment page.

 

Start a live chat

Muscles, bones and joints

 

Get the help you need; we’ve made sure you can speak to an expert fast and without a GP referral.

Please check your employer has selected the muscles, bones and joints digital service by referring to the Working Body or muscles, bones and joints service section, which you can find in your online account

Here’s how to get started:

  • This service is available to members aged 18 and over.​
  • We’re working with HBSUK, specialists in consultant-led digital services for muscles, bones and joint care, on their Virtual Lucy platform. So you'll see these names when you use the service. When you book your first appointment, you'll be asked to set up an account. To do this, you’ll need your membership number and email address.​
  • Fill in a few details about your symptoms, and you’ll be offered an appointment with a physiotherapist, an advanced physiotherapist or specialist, based on the information you give. ​
  • Select a video or phone appointment at a time that suits you. Appointments are available Monday to Friday 8am to 8pm. They’ll talk through your symptoms, assess you and work out what could be wrong.
  • They’ll then guide you to the next steps – that could be self-help exercises at home, or further treatment (1).

 

 

Did you know you can access the muscles, bones and joints service direct from your Online Account?

1. You'll need the appropriate benefits for any face-to-face consultations, tests or treatment and any benefit limits or contribution you normally make towards treatment costs each year will apply. We recommend you contact us before arranging any tests or face-to-face treatment so we can check your membership will cover the cost.​

Accessibility needs

 

It’s important to us that everyone can access our services. ​ ​

If you’re experiencing difficulties with our website, documents or any of our services find out more on how we can help with adjusting font and text size, hearing and speech and the BSL interpreting service.

 

I’d like to make a complaint

 

Tell us about a problem or complaint ​ ​

We want to provide our members with the best service, but sometimes we know things can go wrong. If you've had a bad experience, please let us know, so we can learn and put things right. ​

Online account

Log in to your online account and then 'contact us' and select 'make a complaint'​ ​

Live chat

Speak to one of our live chat agents, live chat is available: Monday to Friday 8am – 8pm and Saturday 9am – 5pm.​

Phone ​

Call us on 0345 600 2072

​Lines are open Monday to Friday 8am – 8pm and Saturday 9am – 5pm.

Write to us

Customer Relations Team​, AXA Health, ​International House, ​Forest Road, ​Tunbridge Wells, ​Kent, ​TN2 5FE​ ​

Please remember to include​

  • Your name and membership number​
  • Your contact telephone number​
  • A description of your complaint and any other relevant information that you think will be helpful

Select from the following options

How can we help you today?

Log in to your online account

This is where you can find out about your health and wellbeing benefits to make the most of your membership.

If you are on a Business Protect or Business Health plan log in below to start a claim, see your membership handbook(s) to check your cover, or update your personal details.

Log in

 

For all other plans you can start a claim or update your personal details by logging in below.

Log in 

Or access your membership handbook(s) here. You will need your username and password, which can be found in your welcome or renewal communications.

 

Muscles, bones and joints

Get the help you need; we’ve made sure you can speak to an expert fast and without a GP referral.

Here’s how to get started:

  • This service is available to members aged 18 and over.​
  • We’re working with HBSUK, specialists in consultant-led digital services for muscles, bones and joint care, on their Virtual Lucy platform. So you'll see these names when you use the service. When you book your first appointment, you'll be asked to set up an account. To do this, you’ll need your membership number and email address.​
  • Fill in a few details about your symptoms, and you’ll be offered an appointment with a physiotherapist, an advanced physiotherapist, or specialist based on the information you give us. ​
  • Select a video or phone appointment at a time that suits you. Appointments are available Monday to Friday 8am to 8pm. They’ll talk through your symptoms, assess you and work out what could be wrong.
  • They’ll then guide you to the next steps – that could be self-help exercises at home, or further treatment (1).

 

 

Did you know you can access the muscles, bones and joints service direct from your Online Account?

1. You'll need the appropriate benefits for any face-to-face consultations, tests or treatment and any benefit limits or contribution you normally make towards treatment costs each year will apply. We recommend you contact us before arranging any tests or face-to-face treatment so we can check your membership will cover the cost.

Start a live chat

 

Talk to a live chat agent, where you can get started with accessing treatment, check your benefits or a claim, or ask us a question.

Live chat agents are available: Monday to Friday 8am – 8pm and Saturday 9am – 5pm.

If you have a question about claiming, you may find what you are looking for on our guide to making a claim and accessing treatment page.

 

We are sorry our Live Chat service is currently unavailable.

Accessibility needs

It’s important to us that everyone can access our services. ​ ​

If you’re experiencing difficulties with our website, documents or any of our services find out more on how we can help with adjusting font and text size, hearing and speech and the BSL interpreting service.

 

I’d like to make a complaint

Tell us about a problem or complaint ​ ​

We want to provide our members with the best service, but sometimes we know things can go wrong. If you've had a bad experience, please let us know, so we can learn and put things right. ​

Online account

Log in to your online account and then 'contact us' and select 'make a complaint'​ ​

Live chat

Speak to one of our live chat agents, live chat is available: Monday to Friday 8am – 8pm and Saturday 9am – 5pm.​ ​

We are sorry our Live Chat service is currently unavailable.

 

Phone ​

Call us on 0800 587 0955

​Lines are open Monday to Friday 8am – 8pm and Saturday 9am – 5pm.

Write to us

Customer Relations Team​, AXA Health, ​International House, ​Forest Road, ​Tunbridge Wells, ​Kent, ​TN2 5FE​ ​

Please remember to include​

  • Your name and membership number​
  • Your contact telephone number​
  • A description of your complaint and any other relevant information that you think will be helpful

How can we help you today?

Log in to your online account

Log in to your group health hub where you can access your plan handbook(s), supporting tools and information.

If you are on a Business Protect or Business Health plan, log in below and enter your group plan number and company postcode.

You can locate your group plan number on your plan documents or on a recent email from us. 

Log in

 

For all other plans log in below. You will need to enter your username and password, which can be found in your welcome or renewal communications.

Log in

Contact us

 

To check your company’s level of cover, who is covered and your renewal dates, contact us using the details below:

How can we help you today?

If you bought a plan after May 2023 and your membership starts with AXA followed by a dash, two letters and 6 numbers i.e. AXA-CA012345 some of these services may not be part of your plan, please log in to find your services.

 

Select from the following options

Muscles, bones and joints

 

Get the help you need; we’ve made sure you can speak to an expert fast and without a GP referral.

Here’s how to get started:

  • This service is available to members aged 18 and over.​
  • We’re working with HBSUK, specialists in consultant-led digital services for muscles, bones and joint care, on their Virtual Lucy platform. So you'll see these names when you use the service. When you book your first appointment, you'll be asked to set up an account. To do this, you’ll need your membership number and email address.​
  • Fill in a few details about your symptoms, and you’ll be offered an appointment with a physiotherapist, an advanced physiotherapist, or specialist based on the information you give us. ​
  • Select a video or phone appointment at a time that suits you. Appointments are available Monday to Friday 8am to 8pm. They’ll talk through your symptoms, assess you and work out what could be wrong.
  • They’ll then guide you to the next steps – that could be self-help exercises at home, or further treatment (1).

 

 

Did you know you can access the muscles, bones and joints service direct from your Online Account?

1. You'll need the appropriate benefits for any face-to-face consultations, tests or treatment and any benefit limits or contribution you normally make towards treatment costs each year will apply. We recommend you contact us before arranging any tests or face-to-face treatment so we can check your membership will cover the cost.

Cancer diagnostic service

 

Worried about cancer symptoms?

Get the help you need; we've made sure our members can access specialist diagnostics tests, for

  • ​Breast concerns (no GP referral required)
  • Skin concerns (no GP referral required) ​
  • Prostate concerns (confirmation of a raised PSA reading required to use this service)

We know that when you’re worried speed and reassurance are really important. That’s why we're working with Check4Cancer, a provider of early cancer detection. This service is available to members aged 18 and over.

 

Online GP appointments

 

Online GP appointments that fit around you

With AXA Doctor at Hand, powered by Doctor Care Anywhere, you can select from a choice of appointments by video or phone, 365 days a year, with a GP or Advanced Nurse Practitioner. GPs are available 24 hours a day and Advance Nurse Practitioners are available from 8am-10pm (subject to appointment availability). Not available on child only plans.

 

 

Select from the following options

New claim

 

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

  • Seeing a specialist ​
  • Authorising a treatment​​

Start here

 

Seeking help for a muscles, bones or joints problem?

Make an appointment

 

If you're still unsure, please speak to one of our live chat agents.​

Live chat is available: Monday to Friday 8am – 8pm and Saturday 9am – 5pm.​

We are sorry our Live Chat service is currently unavailable.

 

Or call us on your claims line number which you can find in your handbook or under ‘contact us’ in your online account.

If you have a Personal Choice plan please call us on 0345 600 4461 to start your claim.

Current claim

 

If you have a current claim and would like to:

  • Check the status of a claim ​
  • Request authorisation for further treatment​
  • Notify us of a change of information i.e., hospital or specialist​
  • Notify us of any updated information i.e., your procedure code​
  • Ask us something else relating to your claim

You can either follow up your claim from your online account, using the email we sent you if you opened this claim online. Alternatively, you can send us a new message.

If your membership number begins with AXA/ or has seven numbers followed by a letter log in below. You can locate your AXA Health membership number on your documents, or on a recent email from us.

Log in

If your membership number starts with HOL/ log in here

Log in

If you have an invoicing or payment query related to an open claim, the quickest way would be to give us a call on your claims number, which can be found in your online account under contact us tab or in your membership certificate and handbook. Alternatively, you can send us a new message.

If you're still unsure, please speak to one of our live chat agents.​​

Live chat is available: Monday to Friday 8am – 8pm and Saturday 9am – 5pm.​

We are sorry our Live Chat service is currently unavailable.

 

If you have a Personal Choice plan please call us on 0345 600 4461 to discuss your claim.

Cashback, dental and travel plan claims

 

If you have a claim, select 'Get started', remember there are a few things you'll need to be able to complete your claim e.g. itemised invoice and your receipts.

 

If you bought a plan after May 2023 and your membership starts with AXA followed by a dash, two letters and 6 numbers i.e. AXA-CA012345 some of these services may not be part of your plan, please log in to find your services.

 

Select from the following options

Log in to your online account

 

Talk to a live chat agent, where you can get started with accessing treatment, check your benefits or a claim, or ask us a question.

Live chat agents are available: Monday to Friday 8am – 8pm and Saturday 9am – 5pm.

If you have a question about claiming, you may find what you are looking for on our guide to making a claim and accessing treatment page.

We are sorry our Live Chat service is currently unavailable.

 

If you'd like someone to make changes to your plan on your behalf, we need your permission first. You can manage 'permissions' in your online account. Just log in and go to your profile or call us on your claims line number which you can find in your handbook or under ‘contact us’ in your online account.

If your membership number begins with AXA/ or has seven numbers followed by a letter log in below. You can locate your AXA Health membership number on your documents, or on a recent email from us.

Log in

If your membership number starts with HOL/ log in here

Log in

If you have a Personal Choice plan, access your documents here.

Invoice or payment query

 

We normally settle bills directly with the specialist or hospital, we'll let you know if you need to pay a contribution towards the costs. If you've already paid, we'll reimburse you, as long as you're covered. You can find details of your cover in your handbook.

You can view your benefit statements, handbook, send us a question from your online account or speak to us via live chat.

To query an invoice call us on 0800 029 4233

Lines are open Monday to Friday 8am – 8pm and Saturday 9am – 5pm

 

Log in

We are sorry our Live Chat service is currently unavailable.



Questions about my renewal

 

​If you're looking to renew, we'd love to continue being here for you.​ ​

We’ll send your renewal documents out to you 3 - 6 weeks before your renewal date.

If you’ve chosen to get them online, look out for our email.

You can check your details are up to date by logging into your online account, where all your plan details can be found.

If you would like to talk to us about:

  • The cost of your plan
  • Reviewing your cover
  • No longer needing your membership

Please call us on 0800 111 4828 and we'll be happy to help. (Lines are open Monday to Friday 8am – 7pm and Saturday 9am to 1pm)

If you would like to:

  • Pay for your renewal
  • Upgrade or add a dependant
  • Update your payment details, name or address
  • Find out when your renewal is due and when payment will be taken
  • Find your renewal documents on your online account or reorder them

Please call us on 0800 731 4964 and we'll be happy to help. (Lines are open Monday to Friday 8am – 6pm and Sat 9am - 5pm)

 

 

Start a live chat

 

Talk to a live chat agent, where you can get started with accessing treatment, check your benefits or a claim, or ask us a question.

Live chat agents are available: Monday to Friday 8am – 8pm and Saturday 9am – 5pm.

If you have a question about claiming, you may find what you are looking for on our guide to making a claim and accessing treatment page.

We are sorry our Live Chat service is currently unavailable.

Accessibility needs

 

It’s important to us that everyone can access our services.

If you’re experiencing difficulties with our website, documents or any of our services find out more on how we can help with adjusting font and text size, hearing and speech and the BSL interpreting service.

 

24/7 health support line

 

Get clear, up-to-date information and support, day and night.

Access the 24/7 health support line and speak to one of our team of experienced health professionals. Our team will support you and your family members. No worry is too small – if it matters to you, it matters to us.

Our nurses and counsellors are available 24/7

Our pharmacists and midwives are available:

  • 8am – 8pm Monday to Friday​
  • 8am – 4pm Saturday​
  • 8am – 12pm Sunday

 

 

Emergencies

The 24/7 health support line cannot respond to emergencies. If you require an urgent response or have a medical emergency please call 111/999 or attend A&E.

I’d like to make a complaint

 

Tell us about a problem or complaint ​ ​

We want to provide our members with the best service, but sometimes we know things can go wrong. If you've had a bad experience, please let us know, so we can learn and put things right. ​

Online account

Log in to your online account and then 'contact us' and select 'make a complaint'​ ​

Live chat

Speak to one of our live chat agents, live chat is available: Monday to Friday 8am – 8pm and Saturday 9am – 5pm.​ ​

We are sorry our Live Chat service is currently unavailable.

 

Phone ​

If your membership number starts with AXA, call 0800 027 1384.​ You can locate your AXA Health membership number on your documents, or on a recent email from us.

If you don’t know your membership number call 0800 132 203.

(Lines are open Monday to Friday 8am – 8pm and Saturday 9am – 5pm).​

Write to us

Customer Relations Team​, AXA Health, ​International House, ​Forest Road, ​Tunbridge Wells, ​Kent, ​TN2 5FE​ ​

Please remember to include

  • Your name and membership number​
  • Your contact telephone number​
  • A description of your complaint and any other relevant information that you think will be helpful

How can we help you today?

Great, here's some options for you​

I'll be paying for my own membership

 

Private health insurance

Get speedy access to treatment so you can get back to the things you enjoy.​

Concerned about hospital waiting times? Get fast access with private health insurance. We offer a range of options so you can select what matters to you – it’s not designed to cover conditions and symptoms you’ve already had before you join.

 

 

I'm looking on behalf of a small-medium sized business

 

Get business healthcare cover for 1 to 249 employees

  • Help your employees get back on their feet quickly with speedy access to diagnosis and treatment​
  • Help retain and attract top talent to your business by showing your commitment to employee wellbeing
  • Give your team more flexibility and choice over where and when they are treated

 

 

To understand more about our cover options and what is and isn’t covered click below or call us on 0800 389 7413 (Monday to Friday 8:30am – 5:30pm)

 

Find out more

 

We may record and/or monitor calls for quality assurance, training and as a record of our conversation.

​I'm looking on behalf of a large business

 

Cover for your business

For private healthcare solutions for your business to cover more than 250 employees, or if you are looking for wellbeing solutions to support your people.

Find out how we can help your people be happy and healthy - bringing their best selves to work. ​ ​

Whether you’re looking for private healthcare cover, occupational health, an employee assistance programme (EAP) or wellbeing services to strengthen your employee benefits, talk to us about how we can help your business reach their wellbeing goals.

 

Find out more

I'd like to discuss someone's account on their behalf​

 

If you would like to speak to us about another member’s claim or health concern, then we need their permission first. They can do this by managing their permissions in their online account, just log in and make the changes under their profile by managing 'permissions'.​ ​

Alternatively, you can contact us on our online form.

Online form

 

What to do if someone passes away

We're sorry to hear of your loss. We know this is a difficult time, and we're here to help in whatever way we can. Please give us a call on 0800 454 080 and we'll explain what happens next. We're here Monday to Friday, 8am to 8pm, or Saturday 9am to 5pm. Or you can email memberservices.health@axahealth.co.uk. When you get in touch, please mention the membership number, if you have it.

If you're a solicitor, you can use the same contact details to send us a death certificate or any queries.

I'm a broker and need to talk to someone

 

Selling healthcare cover

Your dedicated information and support resource for selling AXA Health private medical insurance. We’re here to help you get to know our products so you can advise your clients with confidence. Browse brochures, guides and industry news all in one place. Register to sell our healthcare cover and contact us for support.

 

 

I’m a healthcare provider and need more information

 

  • ​Individual providers​

Support for specialists, practitioners and their medical billing agency representatives.​ ​

  • Group practices​

Support for specialist, practitioner and therapeutic group practices ​ ​

  • Hospitals & facilities​

Support for hospitals, clinics, scanning centres and other facilities 

I manage our company’s small-medium business plan - usually a business with fewer than 250 employees including sole traders

 

How can we help you today?

Log in to your online account

Log in to your group health hub where you can access your plan handbook(s), supporting tools and information.

If you are on a Business Protect or Business Health plan, log in below and enter your group plan number and company postcode.

You can locate your group plan number on your plan documents or on a recent email from us. 

Log in

 

For all other plans log in below. You will need to enter your username and password, which can be found in your welcome or renewal communications. 

Log in

Contact us

 

To check your company’s level of cover, who is covered and your renewal dates, contact us using the details below:

I’d like to make a complaint

 

Tell us about a problem or complaint ​ ​

We want to provide the best service, but sometimes we know things can go wrong. Please let us know, so we can learn and put things right. ​

Live chat

Speak to one of our live chat agents, live chat is available: Monday to Friday 8am – 8pm and Saturday 9am – 5pm.​ ​

We are sorry our Live Chat service is currently unavailable.

 

Phone ​

Call us on 0345 600 2072

(Lines are open Monday to Friday 8am – 8pm and Saturday 9am – 5pm).​

Write to us

Customer Relations Team​, AXA Health, ​International House, ​Forest Road, ​Tunbridge Wells, ​Kent, ​TN2 5FE​ ​

Please remember to include​

  • Your contact telephone number​
  • A description of your complaint and any other relevant information that you think will be helpful

Speak to one of our Live Chat agents


So we can get you to the right person, select one of the below options:

24/7
Are you a large
business member?

Monday to Friday 8am – 8pm
and Saturday 9am – 5pm

This is if your membership is paid by your employer.
(More than 250 employees)

Start a live chat

Live chat icon
Are you an individual or
small-medium business member?

We're currently unavailable

This is if you pay for your own plan, or someone pays on your behalf, or if it's paid for by a small business.
(Less than 250 employees)