The simple, secure way to manage your plan, make claims and stay in touch with us. With your account, you can:
Not registered yet?
You’ll just need your scheme and customer number to hand – these details can be found on your membership documents and welcome or renewal email. Any dependants on your plan, aged 16 and over, will need to register for their own account. Want more help? Read this handy guide.
Whether it’s to check your treatment is covered or simply ask a question about your membership, our team are on hand to help.
Simply call us 24/7, 365 days a year on:
+44 (0) 1892 556 242*
You can also contact us by sending us a message via your online account.
If you need any support, please call us* on the below details:
General enquiries, making a claim or in an emergency: +44 (0) 1892 556 477
Invoice enquiries: +44 (0) 1892 502 785
Evacuation and repatriation: +44 (0) 1892 513 999
24/7 Health support line: +44 (0)1892 772 578
Dedicated cancer care: +44 (0) 1892 556 477
Company leavers: +44 (0) 1892 612 080
With the Virtual Doctor service1, you can get personal medical advice from fully qualified and experienced doctors, wherever you are in the world2. It's hassle-free healthcare at your fingertips.
You can speak to an online doctor about anything that's on your mind. Big or small, they'll make sure you're diagnosed, treated or referred quickly.
Activate your Virtual Doctor access in minutes
Simply activate your account online at virtualcarefromaxa.com or download the Virtual Care from AXA app available for both Apple and Android. You’ll need your customer number (not including the INTL). Then you can book a video appointment or request a call back right away.
Questions? Take a look at our Virtual Doctor FAQs to find some answers.
Wherever you are in the world, you can search our AXA Select global network of preferred hospitals and clinics so that you can get the treatment you need, when you need it. Where possible, we'll settle any eligible bills directly with the medical provider, so that you don't have to worry about being out of pocket.
Use our online provider search tool to find your nearest medical provider by country, by city or by speciality.
1. Check you’re covered
As soon as you need to see a medical provider, please contact us to check you’re covered. You can either call us using our contact information above or pre-authorise your claim through your online account.
2. Medical provider details
If you’re yet to find a medical provider, use the provider search tool on your online account. Simply choose one from our global network of hospitals, clinics and healthcare specialists.
If you already know who you’ll be seeing, we’ll need the following information:
3. Setting up your claim
We’ll check the eligibility of the treatment and provide you with a claim number. Where possible, we’ll also send a pre-approval letter to your chosen provider to confirm cover.
1. Show the provider your details
When you attend your appointment, show your membership card and claim number to the medical provider. They’ll let you know whether we can settle bills with them directly.
2. Settling your bill
Following your treatment, the medical provider should send any invoices to us for direct payment.
Please note that some medical providers may ask you to pay for outpatient treatment and if so, they’ll provide you with an invoice. Please refer to ‘If you’ve paid the bill’ section to find out how to submit these invoices via your online account.
Once we’ve received the invoices, we’ll make payment directly to the medical provider. We’ll notify you via your online account to confirm that this has been done.
3. Need on-going treatment?
Should you need on-going treatment, please contact us to confirm that your on-going treatment is covered and we can advise what happens next.
1. Tell us about your claim
If you haven’t already told us about your treatment, you’ll need to provide us with as much information as possible by completing the online claim form on your online account.
2. Submit your invoices online
On your online account, upload a copy of your invoice which includes details of your treatment charges.
3. Reimbursing you
Electronic payment is the easiest and quickest way to be reimbursed. Make sure you’ve provided your bank details on your online account and check they’re up to date.
Once your claim has been assessed, we’ll send you confirmation of what has been paid for each claim. You’ll be able to track the progress of all your claims on your online account.
If you’re admitted to hospital in an emergency, please make sure you or someone you know tells us as soon as possible. You can call us any time using our contact information above.
If you find yourself in an emergency and need immediate inpatient treatment that’s not available locally, we’ll organise for you to be evacuated to the nearest medical facility where you can access the care you need. Whether it’s a short drive or an international flight away, we’ll get you there quickly and safely. When you’re feeling better, we’ll get you back home safe and sound.
Should you need to use this service, simply call the Emergency Assistance Centre.
If you can’t call us, the hospital or someone you’re with can call us on your behalf - they’ll just need your membership details. The team are on hand 24/7 to help and will be able to take the details of where you are and where you need to get to. You’ll be kept updated throughout the whole process, right up until you’re back home and recovering.
Full details of the Evacuation and Repatriation service1 can be found in your plan handbook.
Our global experts provide you with the medical insights you need to make informed decisions about your diagnosis and treatment options1, all at no extra cost. We'll assign a doctor to review your case and support you throughout your review. Together, you'll get the reassurance and confidence you need to take control of your next steps.
The Second Medical Opinion service4 is available via the Virtual Care from AXA website portal or app.
If you have any health questions or concerns, you don’t need to face them alone. With access for you and your loved ones to our health information helpline5, advice is available 24/7*, helping to put your mind at rest.
If it’s the middle of the night and your mind just won’t settle, the team of experienced nurses and counsellors6 will be there to give you a helping hand and that extra reassurance. If you have questions about your pregnancy or baby, the team of midwives are there to help7.
Simply contact us using our contact information above.
Receiving a cancer diagnosis is always unsettling, wherever you are in the world– and being far from home can make this diagnosis all the more frightening. That’s where our dedicated Cancer Care Team can help. They’re here to provide that extra support for you when you need it most.
A dedicated Cancer Case Manager will get to know your case, make sure your claims are paid quickly, speak to hospitals and specialists to gather the right information and keep you and your family informed every step of the way.
If you’ve been diagnosed with cancer and would like to find out more about this service, give us a call or send us a message via your online account.
Give us a call using contact information above.
With new adventure comes a whole host of new experiences and questions. You want to be as prepared as possible before you set off, and know that you have somewhere to go and someone to ask when these questions come up.
That’s why we’ve worked with experts to bring you our World of Wellbeing, a growing home of information and experience all in one place, to help you navigate life in a new country.
Find helpful articles and blogs about a range of topics, including;
Don’t forget that if you leave your company, you can continue your global healthcare cover on a personal plan, so there’s no gap in your cover. You’ll qualify for a continuation offer, meaning you can stay covered for your existing medical conditions, subject to the terms and conditions of your new plan.8
This offer is valid for three months after you leave your company scheme. After this three month period, the option of having continuous cover could be more difficult. Please note, the benefits offered by our individual plans will differ from those available on corporate plans, so you should always check your scheme documentation.
Want to know more? Download one of our Company Leaver brochures to find a plan that best suits you:
Call us using our contact information above.
*Below are details of the phoneline opening hours for the teams and services you have access to, as part of your healthcare plan. Please note that all phone calls may be recorded and/or monitored for quality assurance, training and as a record of your conversation.
AXA Customer Service team, evacuation and repatriation service and 24/7 Health Support lines are open 24 hours a day, seven days a week.
1 The Virtual Doctor, Mind Health and Second Medical Opinion services are provided by Teladoc Health and are part of the Virtual Care from AXA offering. The Evacuation and Repatriation Service is provided by Healix International.
2 The Virtual Doctor Service:
Telephone appointments can be booked 24/7, 365. Callbacks are typically within 24 hours. Operating hours vary according to region. For availability in your local market and further information on the Virtual Doctor service, please click here.
3 The Mind Health Service:
The service provides up to six sessions with a psychologist per non-emergency mind health concern, per year. For further information about the Mind Health service, including consultation availability, please click here.
4 The Second Medical Opinion Service:
For further information about the Second Medical Opinion service, please click here.
5 24/7 medical information helpline:
This service is provided by AXA PPP healthcare Limited in the UK but our experts are available to answer any questions, wherever you are in the world.
6 Nurses and counsellors are available 24 hours a day.
7 Pharmacists and midwives are available from 8am to 8pm Monday to Friday, until 4pm on Saturday and until 12pm on Sunday (UK time).
Company leaver quote team (Sales):
Lines are open Monday to Friday, 8am-5pm (UK time).
8 Due to restrictions in some countries, we might not be able to provide you with cover.
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