Seeing a specialist or accessing treatment

You'll need a GP referral before you can use your AXA Health membership to see a specialist. You’ll also need to do this for any children under 18 on your plan.

You can use your own GP, or the AXA Health online GP service to get this.  If you see your own GP, remember to tell them you have AXA Health membership and they'll be able to refer you if necessary. You’ll also need to check your membership handbook to make sure you have the appropriate benefits for out-patient specialist consultations and diagnostic tests.

There are two types of GP referral:

Open referral

An open referral is where your GP doesn't name a particular specialist but instead gives you the type of specialist you need to see. This means we can help you find a specialist and make an appointment that works for you.

Named referral

A named referral is where your GP gives the name of a specific specialist, at a particular hospital. If this happens, call us before you have any private consultations, tests, or treatment, so we can check whether that specialist is approved by us and that we’ll cover their costs. We don’t want you to have any unexpected expenses.  You can find your claims phone number in your handbook.

Authorising a treatment

Once you have your referral letter you need to send this to us and the easiest way to do this is to log in to your online account, click on the 'Make a claim' button from your Home page or 'My claims'. Then select 'Authorise a treatment or appointment’. Or you can call us.


If you have an open referral, we'll check that you are covered, and we'll find you a specialist. Just let us know the type of specialist you have been referred to, for example a cardiologist. We’ll then book the first available appointment for you in the most convenient location and provide you with an authorisation number to give to your specialist.

If you have a named referral, we'll check your specialist is covered and provide you with an authorisation number to give to your specialist. 

Sometimes we can’t authorise a claim, here are some common reasons why.

What to expect at an appointment

When you go to your appointment, give your specialist your AXA Health membership number which you can find on your documents, or on a recent email from us. They may also ask for the authorisation number we’ve given you.  

If your specialist wants to carry out more tests or recommends a procedure to treat your condition, give us a call before you go ahead. Call your claims phone number, which you'll find located in your handbook. We’ll need to check whether your membership covers this. If it does, we'll give you a new authorisation number to give to your specialist.

If you'd like help understanding your diagnosis or treatment, our 24/7 health support line is here to help you, simply give them a call on 0800 003 004 and one of our experienced health professionals will be on hand to support you.

Payment for the treatment

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.

Speak to one of our Live Chat agents

Live Chat* is available: Monday to Friday 8am – 8pm and Saturday 9am -5pm.

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

Are you a Large Corporate member? 
This is if your membership is paid for by your employer.
(More than 250 employees)

Are you an Individual or SME member?
This is if you pay for your plan, or someone pays on your behalf, or if its paid for by a small business. (Less than 250 employees)



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If you have an AXA Health plan...

Your AXA Health membership number will either begin with AXA/ or it'll be seven numbers followed by a letter.

Log in here

Need help?
Call us on 0800 302 9133 between 8am and 8pm Monday to Friday, or 9am to 5pm on Saturdays

If you have a Health-on-Line plan...

All Health-on-Line membership numbers have HOL/ in front of them.

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Need help?
Call us on 01202 544 444 between 8am and 6pm Monday to Friday.