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 send us a message via your online account or call us using the contact information below.
Please let us know if you have any accessibility needs or require additional support with any of our services. We will always do our best to help you and accommodate your requirements.
If you need any support, please call us* on the below details:
General enquiries, making a claim or in an emergency: +44 (0) 1892 556 242
Hong Kong: 800933241
Healthcare payment card customer services: +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 556 242
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.
The Mind Health service1 connects you with a fully qualified psychologist over the phone or by video for up to six sessions3.
No matter where you are in the world, we’re here to help you work through whatever life has thrown your way.
To benefit from the Mind Health service, you’ll need to be registered for the Virtual Care services, either using the website portal or the Virtual Care from AXA app. Simply request a Mind Health consultation and you’ll be sent an initial assessment to make sure the service is the best option for you.
Questions? Take a look at our Mind Health 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 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.
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.
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.
**Mind Health psychologist appointments are available in English and Spanish between Monday and Friday, 09.00 - 17.30 (UK time). If you are calling from the UAE, appointments are available between Saturday to Thursday, 09.00 – 20.00, and Friday 09.00 – 16.00 (UAE time). The service, part of our Virtual Care from AXA service., provides access to six sessions with a psychologist, per mind health concern, per policy year.
1 Appointments are subject to availability. You can request an appointment 24/7/365. Callbacks are typically within 24 hours. 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 callback service. You won't be charged if you request a callback using the app or online portal. Video appointments in English, Spanish and Mandarin are available between 08:00 and 00:00 UK time, Monday to Friday. Video appointments in German are available between 08:00 and 20:00 CET, Monday to Friday. In Singapore, all appointments are conducted only via video and in English, between 10:00 and 19:00 Singapore Standard Time 7 days a week. These services are provided by an independent third party, Teladoc Health.
2 Nurses and counsellors are available 24 hours a day.
3 Phamacists and midwives are here from 8am to 8pm Monday to Friday, until 4pm on Saturday and until 12pm on Sunday (UK time).
4 Our Second Medical Opinion service is here for you anytime you’re unsure over a diagnosis or recommended course of treatment. It’s part of our Virtual Care offering, along with the Virtual Doctor and Mind Health services, so you might have already seen it on your plan or on the Virtual Care from AXA <app> or <portal>. Provided in partnership with Teladoc Health, the service unlocks access to a network of over 50,000 world-leading specialists and connects you to a doctor who will review your case alongside an expert. They’ll work with you to help you understand your diagnosis, make sure you know your options and support you throughout any treatment, wherever you are in the world.
To install this web app on your device, press
and then Add to Home Screen.
Already added?
Close
