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Welcome to your AXA Healthcare Hub

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Help me manage my plan

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Your online account

The simple, secure way to manage your plan, make claims and stay in touch with us. With your account, you can:

  • Access your membership documents, claim statements and digital membership cards.
  • Search our global network of registered hospitals and medical providers
  • Submit your claim invoices and check your claim's status.
  • Set up electronic payments for eligible claims to get paid directly into your bank account
  • Ask us a question and update your contact details.

Registered yet?
You’ll just need your policy and customer number to hand - we sent these details to you via email, shortly after taking out your policy. Any dependents on your plan, aged 16 and over, will need to register for their own account. Want more help? Download this handy guide.

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Here to help

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.

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Help me get better

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Access a Virtual Doctor

Our Virtual Doctor service makes it easy for you to have a consultation with an internationally qualified doctor at a time that suits you. Whether you’re ill or just need some advice, you can book a video or telephone consultation with a doctor that understands the health system in the country you’re in.

Registered yet?  

It only takes a few minutes to register via the app. Then you can use it book appointments, or if you prefer, simply call +44 (0) 203 4995 4871

To download the app today, simply search ‘Virtual Doctor from AXA’ in the App store or Google Play.

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Your Mind Health service

Available through your Virtual Doctor service, the Mind Health service connects you with a fully qualified psychologist to support you through telephone-based therapy sessions.**

No matter where you are in the world, we’re here to help you work through whatever life has thrown your way.

To access the Mind Health service, once you’ve registered for Virtual Doctor, simply book a Virtual Doctor consultation. They’ll do your initial consultation and make the referral to the psychologists if it’s appropriate. You’ll then be assigned to your psychologist who’ll be with you for each of your recommended amount of sessions.

Questions? Take a look at our Mind Health FAQs to find some answers.

** This service provides you with access to 6 sessions with a psychologist, per mind health concern, per year. Mind Health psychologist appointments are available between Monday and Friday, 09.00 - 17.00 (UK time). If you are calling from the UAE, appointments are available between Sunday and Thursday, 09.00 – 20.00, and Saturday 10.00 – 18.00 (UAE time).

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Find a medical provider

Whether you need treatment on the island, on UK mainland or in Europe, we have a 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.

For hospital treatment on the islands or on mainland UK
Our Island Health Plan provider network list  has all the hospitals you can access across this area. 

For out-patient treatment on the islands or on mainland UK
You can find all of the clinics where we can directly settle any eligible bills, on our provider search tool.

For treatment in Europe
Your plan also lets you receive treatment across Europe. Use our online provider search tool to find a medical provider by country, city or by speciality.

How to make a claim

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 on +44 (0) 1892 556 242* 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:

  • the contact name of the medical practitioner
  • the hospital name, e-mail address and telephone number
  • details of your condition and the treatment you’ll be receiving.

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 guarantee of payment 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; some medical providers may ask you to pay for out-patient 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
Scan or upload a photo of your itemised invoice to your online account

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 lets us know as soon as possible.

In most cases, we’ll arrange to pay the hospital directly so that you don’t have to worry about any costs following eligible emergency treatment.

Medical evacuation and repatriation

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If you find yourself in an emergency and need immediate in-patient 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 our Emergency Assistance Centre on: +44 (0) 1892 513 999*.

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. Our agents 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 this service can be found in your plan handbook.

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Help and support me further

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Get a second medical opinion

Getting the right diagnosis is essential if you’re to receive the right treatment and care.  When you’ve received an unexpected diagnosis, you want to know that every option has been explored before making any big decisions. 

That’s why we’ve teamed up with independent medical experts to provide a full review of your diagnosis and treatment plan, giving you extra reassurance when you need it most.

When you use the second opinion service we’ll put you in touch with independent health consultants, who offer you a reassessment of your initial diagnosis – and much more. 

With your permission, your dedicated Case Manager will gather all of the necessary medical reports and test results from your previous treatment. They’ll manage your case as it’s reviewed by the world leading specialists.

Call +44 (0) 1892 556 242* to use this service.

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24/7 health information helpline

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 helpline, Health at Hand, 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 counsellors2 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 help3.

Simply call +44 (0) 1892 772 578*.

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Dedicated cancer care

Receiving an unexpected diagnosis can leave you feeling overwhelmed – 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.

Call +44 (0) 1892 556 242* to use this service.

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World of Wellbeing

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 new and 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;

  • Global access to healthcare 
  • Expat and family lifestyle
  • Emotional and mindful wellbeing 
  • Guides to pregnancy and childbirth. 

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Leaving your company scheme?

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.

This offer is valid for 3 months after you leave your company scheme. After this 3 month period, the option of having continuous cover can’t be guaranteed. Please note, the benefits offered by our individual plans will differ from that available on corporate plans, so you should always check your policy documentation.

What to know more? Download one of our Company Leaver brochures to find a plan that best suits you:

Call us on +44 (0) 1892 612 080*.

 *Below are details of the phoneline opening hours for all of the teams and services you have access to, as part of your healthcare plan. Please note that all phone lines 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 Health at Hand lines are open 24/7.  
¹Appointments are subject to availability. You do not need to pay or claim for a consultation but you will be charged for the cost of the initial phone call when using the call back service. Telephone appointments are available 24/7/365 and call-backs are typically within 24 hours. Telephone appointments in Greek are available between 09:00 and 21:00 EET, 7 days a week. Video appointments are available between 08.00 and 00.00 UK time, Monday to Friday. Video appointments in German are available between 08:00 -20:00 CET, Monday to Friday.  
²Nurses and counsellors are available 24 hours a day.
³Phamacists and midwives are here from 8am to 8pm Monday to Friday, until 4pm on Saturday and until 12pm on Sunday (UK time).
Company leaver quote team:
Lines are open Monday to Friday, 8am-6pm (UK time).
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