I spoke with a woman I believe was called Farry on the mental health line, and I wanted to share how much her support meant. She was incredibly kind, patient, and reassuring throughout the call. She u... See more
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I went into Spire Solihull to have a left full hip replacement, the stay was very comfortable considering the Op I had, the staff were great & responded within minutes when I needed them, plenty of c... See more
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I was concerned about the large increase in my monthly premiums. I spoke to gentleman called Jeff who went through my policy with me and found ways to reduce my premium without compromising my cover.... See more
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Axa have always been amazing for me. I have a range of ongoing medical issues at the moment and for the past few years and AXA have always made the process as smooth and easily as possible. As you kno... 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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Axa always reply to messages within 24…
Axa always reply to messages within 24 hours
Always polite and helpful and the process of getting medical treatment is very straight foward
1 September 2026
Reply from AXA Health
Hi, Leigh
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, Jess
AXA requested a form completed by my…
AXA requested a form completed by my dentist, I did this then returned it to the address mentioned on the form . AXA then lost the form so it took a long time for my claim to be completed
1 July 2026
Reply from AXA Health
Hi, Patricia
Thank you for your feedback. Unfortunately, when posting something to us, we do not have any influence on when this will arrive as this would be down to the postal service. We would always recommend sending documents through your online portal.
We understand the relevant documents have now been received and your claim has been assessed, if you have any further queries please let us know.
Kind regards,
Jess
They're ok
They're ok. At the end of the day they're just another insurance company. The administrative burden created by their systems, combined with their complicated plans is really annoying. I have had to keep track of what is being spent on what and how many consultants I am seeing. I have also had to correct billing errors. Some of the consultants they've offered me for a condition have not been fully covered and alternatives that are fully covered have had to be found. Everything is so complicated.
The staff are always polite and I can usually get through to someone but the calls can take a long time in a queue. They have options for callback and also an online chat.
1 September 2026
Reply from AXA Health
Hi, Dipa
We are pleased to hear you have been happy with your interactions with our teams and sorry you feel this way regarding the admin.
We offer a range of plans and are transparent with regards to our benefits and exclusions. Some consultants will be fully covered and some not, if we source a specialist for you they will be covered in full. We provide benefit statements following each invoice which outlines what has been paid and how many consultations are remaining, we understand may become confusing when there are multiple claims so if you have any questions please let us know and we would be happy to help.
Kind regards,
Jess
Axa provided my needs
Axa provided my needs . The staff are really helpful and easy to talk they responded quickly on your needs
1 September 2026
Reply from AXA Health
Hi, Aldwin
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, Jess
Telephone support was excellent
Telephone support was excellent. Very helpful. This was through out from start of my queries for an operation.
9 February 2026
Reply from AXA Health
Hi, Ranjan
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, Jess
Easy to make a claim and the staff on…
Easy to make a claim and the staff on the phone are very nice, polite and professional.
1 September 2026
Reply from AXA Health
Hi, Anghel
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, Jess
Quick response and resolving health…
Quick response and resolving health issues effectively
19 July 2026
Reply from AXA Health
Hi, Seyed
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, Jess
Excellent service from start to finish
Excellent service from start to finish
Easy to contact and communication.
1 September 2026
Reply from AXA Health
Hi, Karen
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, Jess
Really easy to use this through my work…
Really easy to use this through my work and I got the care I needed without any hassles. Thank you AXA team
31 August 2026
Reply from AXA Health
Hi, Ryan
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, Jess
Rapid take in of my case by the…
Rapid take in of my case by the insurance team who suggested specialists to consult very quickly, and then followed up to ensure an appointment was planned.
However, the choice of specialists was poor and offered two highly specialised surgeons for a condition that is likely not to require surgery, or a third consultant who had the correct profile on paper and whom I chose but turned out to be extremely disappointing. He didn't even ask any clinical questions to assess my condition and only examined me and had me book an ultrasound.
This is not the level of care expected from a very expensive insurance.
31 July 2026
Reply from AXA Health
Hi, Armelle
We are pleased to hear you were happy with the claim process and apologise for the issues experienced with your chosen specialist.
We do not directly employ specialists or other medical professionals, nor is a hospital or clinic our sub-contractor, so we would advise that you raise a complaint through the hospital if you remain unhappy.
We have tried to contact you today to see if you would like us to source some alternative specialists but were unfortunately unable to reach you, so we have sent a message through your online portal.
Kind regards,
Jess
No personal connection
The online functionality is poor and complicated to access. And on matters of health feels a very impersonal way of being looked after.
31 August 2026
Reply from AXA Health
Hi, Robert
We are sorry to hear you feel this way.
In addition to contacting us via Member Online, you also have the option to call your claims team and speak to a personal advisor on 0800 731 8054, or via the live chat service at www.axahealth.co.uk
Kind regards,
Jess
Very easy to start a claim and get the…
Very easy to start a claim and get the right care
Bit difficult to understand what is and isn't covered
1 July 2026
Reply from AXA Health
Hi, Dan
We are pleased to hear you have had a positive claiming experience with us. We would recommend reviewing your policy handbook for the benefits & exclusions of the plan, if there is anything we can help with please let us know.
Kind regards,
Jess
NO AMAZON VOUCHER!
I’m pleased with the repayments for my health insurance but I’m having trouble accessing my plan on the website and also still haven’t received the £100 Amazon voucher which was offered if you took out a policy. That was 6 months ago now.
15 February 2026
Reply from AXA Health
Hi, Beth
We are pleased to hear you have had a good experience with claiming through your plan.
We apologise for the issues experienced with accessing your plan online and have raised this with your customer service team to get in touch. We have also raised the issue of the amazon voucher to be looked into and you will be contacted about this separately.
If there is anything further we can help with, please let us know.
Kind regards,
Jess
Great care and attention from Oli and…
Great care and attention from Oli and Dr Faith Mukete on my recent visit.
19 August 2026
Reply from AXA Health
Hi, Ian
We are happy to hear that you had a positive experience and we appreciate you taking the time to share your feedback.
Kind regards, Jess
A few years ago AXA quickly got you to…
A few years ago AXA quickly got you to the help you needed - now you have to jump through unnecessary hoops to get a consultant. They even ignore your GPs referrals and do the assessments themselves by people not qualified to take them - all to make more money. 2 months to get a consultant appointment is a disgrace for what you pay for the service.
29 August 2026
Reply from AXA Health
Hi, Jay
Thank you for taking the time to leave us your feedback. We are sorry to hear you have not been happy with the service received. The muscles, bones & joints pathway offered by HBSUK is an option available to our members to obtain an assessment of your condition as our advisors are not medically trained. If this route is not convenient, we can accept referral from NHS GP or the online GP Doctor Care anywhere.
We do not directly employ specialists or other medical professionals, nor is a hospital or clinic our sub-contractor, therefore we unfortunately do not have any influence over their availability for appointments.
We understand this has been addressed via member online, but if you would like us to look into anything for you please feel free to contact us directly at onlineresponseteam@axahealth.co.uk
Kind Regards, Jess
Reply from AXA Health
Hi, Tony
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, Jess
Worst providers
Every time I try to use my private healthcare there is constant blocks and they do NOT want to actually help you. It’s honestly a pointless, unhelpful and completely unsympathetic service.
I recently enquired about help with extreme hair loss. No idea what’s causing it but it’s terrifying. They reply with;
‘ We've now checked the details of the treatment you need.
Unfortunately, your membership doesn't cover the alopecia (hair loss).
This is because the first part of your treatment would usually be carried out by a GP, and your membership doesn't cover GP (primary) care. Additionally, it doesn't cover cosmetic treatment.
We do understand that alopecia is a very distressing condition, but as the treatment you've asked about improves appearance, we would consider it to be cosmetic treatment.
As with most similar plans or schemes, your membership is designed to cover medical conditions, which we define as being a disease, illness or injury. This means it doesn't cover cosmetic treatment.’
To diagnose me with alopecia over message is extremely unprofessional. No one has seen nor assessed me.
28 August 2026
Unprompted review
Reply from AXA Health
Hi, Holly
We are sorry to hear you have been left feeling this way. If you would like us to look into anything further for you, please contact us directly at onlineresponseteam@axahealth.co.uk
Kind regards, Jess
Very disappointing experience
Very disappointing experience. They refused to pay the claim and were arrogant and dismissive throughout the process. I would not recommend them based on my experience.
28 August 2026
Unprompted review
Reply from AXA Health
Hi, Gabi
We are sorry to hear you have been left feeling this way. If you would like us to look into anything further for you, please contact us directly at onlineresponseteam@axahealth.co.uk
Kind regards, Jess
Reply from AXA Health
Hi, Judith
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, Jess
Problems with AXA Health moratorium…
Problems with AXA Health moratorium underwriting is a constant issue because pre-existing medical conditions are assessed when you file a claim rather than when you join. You could be paying for a plan for 2 years and receive no benefit at all. The lookback window applies even if you had no official diagnosis, meaning any past unexplained aches or minor flare-ups can be used to decline a related claim and the underwriting team always refuse. Basically, if you are over 30, this insurance is of no benefit. If you are under 30, you are less likely to have "preexisting conditions"
28 August 2026
Unprompted review
Reply from AXA Health
Good morning,
We are sorry to hear you have been left feeling this way. If you would like us to look into anything further for you, please contact us directly at onlineresponseteam@axahealth.co.uk
Kind regards, Jess
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