I really find it difficult to navigate around the website. Don't know whether to go into Inbox or Notifications and even when things are read - it still shows the number as unread???? The little numb... See more
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Senior nurse Lauren stepped in and found a local pharmacy in Guildford which had my drugs and then she organised a prescription and arranged with the pharmacy to hold the drugs to await my collection.... See more
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Customer Service and replies to emails and claims is really quick and I have had no issues. Just my medical journey has been long and ongoing and because the private consultants are busy you do have... See more
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Stellar service from Marcela in renewals! It's rare that you end a health insurance renewal call feeling as great as I did. Marcella was really understanding, had my best interests and was trying... See more
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Company details
- #26 of 28 best companies in Health insurance agency
About AXA Health
Written by the company
We are AXA’s health and wellbeing specialists
We all love to feel cared for. From steady acts of support to that feeling of being truly listened to.
We help our members access the support and healthcare they need quickly. From diagnosis and treatment, to guidance and tools that can help you manage your health every day - not just when there's a problem.
We were founded by doctors and hospitals working together to give more people better access to healthcare. In the 86 years since, we’ve grown to become part of one of the biggest insurance groups in the world.
With that comes expertise and experience in how best to support our members - and a commitment to putting their health first. Care goes beyond fast access to appointments and treatment. It's about being heard, understood and supported.
Find out more about the care that goes into our cover.
Contact info
International House, Forest Road, TN2 5FE, Tunbridge Wells, United Kingdom
- 0800 132 203
- onlineresponseteam@axahealth.co.uk
- axahealth.co.uk
4.1
Great
22k reviews
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Very helpful and easy to get advice and…
Very helpful and easy to get advice and authority
1 July 2026
Reply from AXA Health
Hi Anthony
We are happy to hear you have had an easy and positive journey with us. Thank you for leaving us your kind review.
Kind regards
Dan
Reply from AXA Health
Hi Tim
Thank you for taking the time to leave us your kind review. We are happy to hear your claim process has been quick and positive for you.
Kind regards
Dan
Slow and incorrect responses.
31 May 2026
Reply from AXA Health
Hi Ajmal
We are sorry to hear of the issues you have experienced. We have tried contacting you by phone but unfortunately were unable to reach you so we have sent a message to your online portal for further information.
Kind regards
Dan
Reply from AXA Health
Hi Ka
We are happy to hear that you had a positive experience with our team. We appreciate you taking the time to share your feedback.
Kind regards
Dan
Reply from AXA Health
Hi
We are happy to hear you have had a positive journey with us. Thank you for leaving us your kind review.
Kind regards
Dan
Reply from AXA Health
Hi Green
We are happy to hear that you had a positive experience with our team. We appreciate you taking the time to share your feedback.
Kind regards
Dan
Very professional and efficient service.
The people I have come across so far have been excellent, friendly, professional and efficient.
13 August 2026
Reply from AXA Health
Hi Rebecca
Thank you for sharing your good experience. We are happy to hear that you have had consistently great service with us.
Kind regards
Dan
I found all the emails and the portal a…
I found all the emails and the portal a bit odd to read and navigate. I had emails to say I had something to do or read but there was nothing new there.
Other than that it was all good.
3 July 2026
Reply from AXA Health
Hi Karen
We are sorry to hear that there have been issues with the portal. Please contact us if you are still having problems.
We are happy to hear that you had a positive experience with our team. We appreciate you taking the time to share your feedback.
Kind regards
Dan
Responsive care for back pain
I was seeking help with recurring, disabling pain between my shoulders. Got a videocall triage appointment with a back expert within 24hrs, who referred me for an MRI within a week, follow-up by videocall within a week, and immediate referral to my preferred physio. Excellent, responsive care.
22 June 2026
Reply from AXA Health
Hi
Thank you for taking the time to leave us your kind review. We are happy to hear your claim process has been quick and positive for you.
Kind regards
Dan
Reply from AXA Health
Hi Ms Chappell
Thank you for taking the time to leave us your kind review. We are happy to hear your claim process has been quick and positive for you.
Kind regards
Dan
A lovely lady
13 August 2026
Unprompted review
Reply from AXA Health
Hi Hannah
We are happy to hear that you had a positive experience with our team. We appreciate you taking the time to share your feedback.
Kind regards
Dan
Quick Response
My phone call was answered quickly. The support agent was very polite, courteous, knowledgeable and professional. I received confirmation that my policy covered me for the relevant treatment i was enquiring about.
14 July 2026
Reply from AXA Health
Hi
Thank you for taking the time to leave us your kind review. We are happy to hear your claim process has been quick and positive for you.
Kind regards
Dan
Virtual Lucy is a god send
I love the virtual lucy access and use it frequently because trying to get appointments at my own doctors is almost impossible. Recently used Axa for help with a knee issue. Scan was quickly booked, consultant seen and operation carried out within weeks each of other.
Only slight gripe would be sometimes an extra referral into a more senior consultant to try and persuade you that physio is a good idea - when that hasnt been working. Although, this is fairly commonplace with all insurers.
20 June 2026
Reply from AXA Health
Hi Rich
Thank you for taking the time to leave us your kind review. We are happy to hear your claim process has been quick and positive for you. We are sorry to hear about the issues getting referred and have raised this as feedback.
Kind regards
Dan
Great support from AXA
Great support from AXA. Access to great treatments that are holding my stage 4 cancer at bay. Fabulous support from a dedicated contact making it easier to get in touch and feel cared for. Brilliant service.
12 August 2026
Reply from AXA Health
Hi Anita
Thank you for sharing your good experience. We are happy to hear that you have had consistently great service with us.
Kind regards
Dan
Once again an insurance company that…
Once again an insurance company that put so many obstacles in the way that I give up.
Virtual Lucy physio! How can you diagnose over the phone.
I’m thinking of canceling
10 July 2026
Reply from AXA Health
Hi Mrs Wigg
We are sorry to hear of the issues you have experienced. We have tried contacting you by phone but unfortunately were unable to reach you so we have sent a message to your online portal for further information.
Kind regards
Dan
Not customer focused and are vague on likely costs. I have personally found that this…
I have personally found that this company lacks transparency.
The terms and conditions are pro AXA and despite trying to understand the costing structure and likely costs of a procedure AND reaching out to customer services, you simply don’t get a straight answer. Then at the 11th hour they present you with the full picture including the cost to you.
They unexpectedly told me that I’d need to contribute approximately £5k towards the surgery I needed. I was not expecting this and I do not accept their explanation for the charge.
I asked them to expedite my complaint as the matter was urgent with my policy due to expire in a few weeks and they refused to do so. I’m sad to say it’s not customer focused at all.
31 July 2026
Reply from AXA Health
Hi Nicola,
Your complaint has been logged and is being investigated. The Financial Conduct Authority allow regulated firms up to 8 weeks to respond to your complaint in writing, but we always aim to do so sooner.
Kind regards
Dan
Service was fine, premium increases weren't!
Service was fine, however excessive price increases after submitting minor claims, circa 200% over a 4 year period!
10 August 2026
Reply from AXA Health
Hi Paul
Thank you for taking the time to leave us your feedback. We are sorry to hear you are unhappy with your renewal premium this year. We would encourage you to reach out to our specialist membership team on 08003897655 so they can look into this for you.
Kind regards
Dan
Affordable plan
John KOVACS was very helpful in providing the additional information I needed to choose the right plan for me.
Thank you!
19 June 2026
Reply from AXA Health
Hi
We are happy to hear that you had a positive experience with John. We appreciate you taking the time to share your feedback.
Kind regards
Dan
Cancer support
I have had a really traumatic & emotional time following cancer diagnosis. AXA service has been amazing and they've done everything possible to allow me to benefit from my policy and give me the best chance of receiving the medical care I need
12 August 2026
Reply from AXA Health
Hi Greg
We are happy to hear that you had a positive experience with our team. We appreciate you taking the time to share your feedback.
Kind regards
Dan
X-ray appointment was on time
X-ray appointment was on time, and the radiologist was polite and helpful.
4 August 2026
Reply from AXA Health
Hi Sophie
Thank you for taking the time to leave us your kind review. We are happy to hear your claim process has been quick and positive for you.
Kind regards
Dan
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