Applicable to AXA members on an international health insurance plan insured by AXA Insurance dac, AXA PPP healthcare Limited and AXA General Insurance Hong Kong limited policies.
Your healthcare benefits will apply as normal if you’re diagnosed with the Coronavirus. If you need out-patient care, you’ll need to have out-patient cover included on your policy. You can check your policy benefits in your membership handbook, which is available to view on your online account. Alternatively, you can call us if you’re unsure.
If you’re feeling unwell, and are an AXA – Global Healthcare member with access to the Virtual Doctor Service, you’ll be able to book a virtual consultation with a doctor, either over the phone or by video call, to discuss your symptoms or ask any medical questions you may have.
If you contract the Coronavirus whilst you’re covered by an international health insurance policy without exclusions for respiratory disease, this will not affect your ability to claim in the future. No additional terms will be added to your policy as a result of you contracting this virus while you’re covered by your plan.
Your area of cover will not change, but there may be local restrictions in place around travelling or around which hospitals are able to treat the virus. In order to access the right level of care, please refer to the guidance in your local area.
If you’re experiencing any of the main symptoms of the disease, which include a fever, cough and, in the most severe cases, shortness of breath, you should speak with a doctor. We encourage you to check the guidance given in your country of residence, for the best way to do this.
If you’re an AXA – Global Healthcare member with access to the Virtual Doctor Service, you’ll be able to book a virtual consultation with a doctor, either over the phone or by video call to discuss any questions or symptoms you may have.
Before travelling, it’s important that you check the warnings and restrictions where you are, as well as in the country you’re travelling to, on UK Foreign and Commonwealth Office (FCO).
Your usual international health insurance benefits, terms and conditions will apply if you become ill and need treatment whilst in an unrestricted country.
If you have any questions or concerns about your travel arrangements, such as flights, please follow guidance and updates from the local area and your travel company.
If your international health insurance policy includes travel benefits, which can help with problems such as delayed flights and lost baggage, please contact AXA’s non-medical travel team directly on +44 (0) 1737 334 470**.
Your usual policy terms and conditions apply. If you’re on an international health insurance policy which includes cover for a routine health check, the cost of a screening you’ve needed to pay for will be eligible from this benefit. If your health plan does not include this benefit, we will not be able to cover the costs of this precautionary test.
Your travel insurance will not cover any cancellation or disruption claims in relation to the coronavirus (the illness COVID-19) for overseas trips booked after 9am (UK time) on 19th March 2020. This exclusion includes cancellation claims as a result of the UK Foreign and Commonwealth Office (FCO) advice where there is advice not to travel to an area or a particular country. We will continue to cover any medical claims because of the coronavirus if you are travelling to an area or country where no FCO advice against travel exists.
If you’ve travelled to a country against the advice of the Foreign and Commonwealth Office (FCO) for a leisure trip, you will not be covered for any treatment of the Coronavirus.
If you’re suspected to have, or have been diagnosed with coronavirus and aren’t able to receive the treatment you need where you are, the usual evacuation and repatriation benefit will be available to you. Please be aware, that travel restrictions could impact the ability for the evacuation and repatriation to be carried out.
Your usual policy terms and conditions will apply. If your policy includes ambulance cover and the ambulance transportation is medically necessary, the ambulance costs would be covered. It’s important that you check the local guidance on ambulance use for the virus, as there may be some restrictions in place.
NHS England has announced (21 March 2020) an agreement with the independent sector to reallocate its national hospital capacity en bloc to the NHS
David Hare, Chief Executive of the Independent Healthcare Providers Network said today: “Independent hospitals are boosting emergency capacity to put at the disposal of the NHS over these coming weeks. We have worked hand-in-hand with the NHS for decades and will do whatever it takes to support the NHS in responding to this pandemic. This significant additional capacity across the country will be a major boost to the NHS’s efforts to treat those patients that need hospital care over the coming period and the independent sector stands ready to maintain that support for as long as needed.”
As part of this agreement, private hospitals will be reimbursed, at cost – meaning no profit will be made for doing so.
With unprecedented levels of demand on NHS services across the UK, we understand the requirement to prioritise resources and focus on the needs of the most vulnerable. We will work in partnership with our private hospital partners to support our members wishing to access treatment in the UK at this challenging time.
While it is too soon to say exactly what this announcement will mean for members accessing upcoming private hospital treatments in the UK, we would expect that patients in both the private sector and NHS will be affected by delays to non-urgent, in-patient, elective surgery.
Anyone with pre-authorised in-patient treatment for hospitals should contact their hospital provider for further information about their treatment.
All our members throughout the UK will continue to be able to access the majority of other services that are available through their AXA Global Healthcare arranged plans. These include:
AXA is also working with key partners to increase the number of virtual services we can offer.
As an AXA – Global Healthcare member, you’ll have access to trusted medical advice to put your mind at rest whenever you need it.
Through your Virtual Doctor Service, you’re able to book consultations with a trusted, independent doctor either by phone or video call at a time that suits you. The doctors are available 24/7 to answer any questions or discuss any concerns you might have.
If you’re an AXA – Global Healthcare member with an out-patient allowance on your plan, you’ll be eligible to use this service. You’ll just need to register so you’re up and running - and if you have family members covered on your health plan, they can register too, as long as they’re over 18. To register you’ll need your AXA – Global Healthcare customer number – you’ll find it on your membership card. It’ll be in this format 1234567A or INTL7654321.
Download the Global Care for Expats app on the iOS or Android app stores, or visit globalcareondemand.com/expats, or call 24/7 on +44 (0) 203 4995 487 to arrange a call back.
All of our members also have access to a 24/7 Health Information Helpline, so if it’s the middle of the night and your mind just won’t settle, the team of experienced nurses, midwives and counsellors will be there to give you a helping hand and that extra reassurance. You can discuss your symptoms with a nurse, check your medication with a pharmacist, talk to a counsellor, or just check something with a midwife – whatever it is you need, our medical professionals are here to help, so you’re not worrying a moment more than you have to.
As an AXA – Global Healthcare member, you’ll already have access to this service. Simply call +44 (0) 1892 556753*.
*Your 24/7 Health Information Helpline is available 24 hours a day, 365 days a year. Nurses and counsellors are available 24 hours a day. Our midwives and pharmacists are available from 8am to 8pm Monday to Friday, until 4pm on Saturday and until 12pm on Sunday (UK time).
If your question hasn’t been answered on this page, get in touch!
With questions about your health cover, please call +44 (0) 1892 556 274*.
With questions about your non-medical travel cover (which can help with problems such as lost baggage and delayed flights), please call +44 (0) 1737 334 470**.
*Lines are open 24/7, 365 days a year.
** Lines are open 8am-8pm Monday to Friday, and 8am-5pm Saturday (UK time)
Last updated: 12/03/2020