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Personal

How to make a cash benefit claim

What type of policy are you claiming for?

Cashback

If you’re claiming for a service that you’ve paid for, you’ll need to provide an itemised invoice, you’ll also need to provide a receipt if the invoice doesn’t show your payment as received. Please note you’ll not need to provide an invoice or receipt if you’re making a cashback claim that you’ve not had to pay for in advance.

 

If your claim is regarding any of the following, please include the additional information as well:

  • Inpatient treatment
    Please send us your letter of discharge from the hospital, which must include your admission and discharge dates. 
  • Accidental loss of sight or hearing
    Please send your eye/ear specialist report – Please call us on 0345 605 0187 if you require support submitting your claim
  • Out-patient/day-patient surgery
    Please include your appointment letter, this must include the procedure that has taken place. 
  • Dental accident
    Please complete and send to us the Dental information form 

Or, if you claim is concerning an accidental death, please call us on 0345 605 0187 so we can help guide you. You’ll need the original or certified copy of the death certificate along with a grant of probate or letter of administration. 

 

We will require the itemised invoice to show all the  information below to ensure your claim is not delayed.

  • The name of the person who has received the treatment.
  • The type of treatment received.
  • The date the treatment took place.
  • The cost of the treatment, along with receipt or confirmation of payment. 
  • The address of the treatment provider, this would usually be on the invoice's headed paper.  

 

 We will require the receipt to show:

  • The date the treatment took place.

 Once your claim has been approved, we'll send you a bank transfer if we hold your bank details. If not, we'll send you a cheque. Please note we are unable to automatically use the bank details we hold for any premium payments without your authority. Please call us on 0345 605 0187 to check we have the correct bank details. You should receive your payment within 5 working days for bank transfers and within 10 working days for cheques, once we've approved your claim. 

 

submit your claim

 

What do I do if I’m unable to do this online?

Send your supporting documents to AXA Health, International House, Forest Road, Tunbridge Wells, Kent, TN2 5FE.

Don’t forget to include your membership number at the top of each document.

Dental

If you’re claiming for a service that you’ve paid for, you’ll need to provide an itemised invoice, you’ll also need to provide a receipt if the invoice doesn’t show your payment as received. 

 

We will require the itemised invoice to show all the information below to ensure your claim is not delayed.

  • The name of the person who has received the treatment.
  • The type of treatment received.
  • The date the treatment took place.
  • The cost of the treatment, along with receipt or confirmation of payment. 
  • The address of the treatment provider, this would usually be on the invoices headed paper.  

 

We will require the receipt to show:

  • The date the treatment took place.

 

Once your claim has been approved, we'll send you a bank transfer if we hold your bank details. If not, we'll send you a cheque. Please note we are unable to automatically use the bank details we hold for any premium payments without your authority. Please call us on 0345 605 0187 to check we have the correct bank details. You should receive your payment within 5 working days for bank transfers and within 10 working days for cheques, once we've approved your claim. 

 

submit your claim

 

You can also email your claim securely via your online account.

 

How to claim for a dental accident

You will need to download the dental information claim form using the below link, and send it along with the required documents to AXA Health, International House, Forest Road, Tunbridge Wells, Kent, TN2 5FE. You can also email this securely via your online account.

Don’t forget to include your membership number at the top of each document. 

 

Dental information form

 

What do I do if I’m unable to do this online?

Send your supporting documents to AXA Health, International House, Forest Road, Tunbridge Wells, Kent, TN2 5FE.

Don’t forget to include your membership number at the top of each document.

Is this a Medical or Non-Medical claim?

Travel Claim form (for medical and additional expenses claims)

If you’re claiming for a service that you’ve paid for, you’ll need to complete the claim form below and provide an itemised invoice, you’ll also need to provide a receipt if the invoice doesn’t show your payment as received

 

We will require the itemised invoice to show all the information below to ensure your claim is not delayed.

  • The name of the person who has received the treatment.
  • The type of treatment received.
  • The date the treatment took place.
  • The cost of the treatment, along with receipt or confirmation of payment. 
  • The address of the treatment provider, this would usually be on the invoices headed paper.  

 

We will require the receipt to show:

  • The date the treatment took place.

 

Please also include:

  • Any medical reports. 
  • Confirmation of your originally planned outbound and return journey dates and your new return journey if this had to be changed.
  • A copy of your bank statement or credit card showing the exchange rate for payments made abroad. Please redact any information that isn’t related to your claim.

You will need to send it along with the required documents to AXA Health, International House, Forest Road, Tunbridge Wells, Kent, TN2 5FE. Don’t forget to include your membership number at the top of each document. 

 

If your membership number consists of HOL/  or AXA/ followed by a letter and then 7 numbers i.e. HOL/A1234567 or AXA/A1234567.

travel claim form

If your membership number consists of 7 numbers with a letter at the end i.e. 1234567A 

travel claim form

 

If you’re abroad and need help 

Call for worldwide medical advice and help in an emergency outside of the UK

International Emergency Medical Assistance

+44 (0) 1892 513 999 

Open 24 hours a day, 365 days a year 

If you or someone else covered under your policy is admitted to hospital whilst abroad, we’ll be able to speak directly to the hospital and you can concentrate on getting better. Please call within 24 hours so any medical expenses are authorised as soon as possible. 

 

How to claim for non-medical travel expenses

If you want to claim for things such as loss of passport, delayed departure, or cancellation of trip due to illness, please call us on  +44 (0) 345 602 0303 and select option 1 to confirm what information you'll need to provide with your claim. 

Lines open Monday to Friday 9am to 5pm. We may record and/or monitor calls for quality assurance, training, and as a record of our conversation. 

Policy documents

For renewal dates from 01 April 2023 – 30 September 2024

Insurance product information documents 

Membership handbooks  

 

Insurance product information documents  

Membership handbooks  

 

Insurance product information documents  

Membership handbooks  

For renewal dates from 01 October 2023 – 31 March 2024

Insurance product information documents 

Membership handbooks  

 

Insurance product information documents  

Membership handbooks  

 

Insurance product information documents  

Membership handbooks  

Have a medical worry or question?

If you have a Cashback or Travel policy, you can access our 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 

They can even find you an English-speaking doctor or dentist when you’re abroad by calling us on +44 (0) 1892 772 578.

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