A doctor in their pocket: Introducing a virtual doctor service

1 November 2018

From 1st November 2018, we've given your Individual and SME clients* fast access to a trusted source of health advice, wherever they are in the world, whenever they need it.

Offering so much more than speed and convenience, this new virtual doctor service is sure to become their trusted source of health advice.  From trouble understanding the local healthcare system, to concerns about quality of care, it's important your clients know who to talk to for help, to set them on the right path.

What's a virtual doctor? 


A virtual doctor is a convenient way for customers to get the medical advice they need, whenever and wherever they need it. The service gives customers somewhere they can turn to for trusted, independent advice and support.

From health advice and primary care consultations to orientation in local healthcare systems, their virtual doctor service will always deliver an international standard of medical care.

How does it work?

It's easy for your clients to access their virtual doctor service from wherever they are, simply by registering with their AXA - Global Healthcare membership number through the "Global Care for Expats" app or online.

Customers can arrange video consultations using a smart phone, tablet or computer, to speak to an independent doctor who's licensed to practice in their area. And with phone consultations available 24/7, there's round-the-clock support, too.

Once registered, customers can:

  • Book a video appointment
  • Request a call back 
  • See their upcoming appointments
  • Read and download their medical notes from their appointments

What makes it so good?

Portable, consistent service 

By partnering with Advance Medical, we're able to offer an international standard of healthcare advice your clients can trust. The Advance Medical doctors offer non-emergency medical advice, specialist referrals and fit notes, as well as prescription advice and a summary of the video consultation for the members' records.

In a language they understand 

Our service providers, Advance Medical, have great in-house language capabilities. With 3 core languages  always available for video consultation (English, Spanish, and Mandarin), and many more available 24/7 over the phone, they'll also always try to accommodate specific language requests.

Depending on availability, customers are able to access phone consultations with doctors in languages such as: French, Arabic, Farsi, Cantonese, Hindi, German, Malay, Thai, Japanese, Korean, Portuguese, Italian, and Hungarian.

Saving them time 

For customers who are always on the go, their virtual doctor service allows them to fit an appointment around their other responsibilities such as work, children or travel. They can avoid wasting time in a waiting room, too - the doctor will call or email when it's time for their appointment.

And making their benefits go further 

Access to the virtual doctor service is unlimited. Customers can arrange appointments whenever they need to, without worrying about using their out-patient benefit allowance. They won't have to claim for a consultation, or pay an excess to use the service. And the quick access to primary healthcare and medical advice could mean that customers avoid more costly healthcare pathways through early detection and treatment.

Making a difference: a case study 


Giving our customers access to a virtual doctor service allows us to be by their side - wherever they are in the world. It's just one of the ways we're putting them first.

In order to ensure we're providing the best possible service to our global customers, we chose to pilot the virtual doctor with a few select groups to see what a difference it could make to our members' lives. Here's an example of the difference the service made to just one of our global customers:

One regular traveller had spent his day on a 9 hour flight, followed by 6 hours of driving. When his upper leg suddenly became swollen and painful, he knew something was wrong.

The traveller decided to organise a video consultation, where the doctor took a look at his leg and asked him about his medical history, medical conditions and other risk factors. The doctor felt it was important to rule out a blood clot and so advised him to visit A&E as soon as he could. As he was currently in the Czech Republic, the doctor also offered him support on how to find his local facility. 

As a regular traveller, if the man had gotten back on a plane and had been suffering from a blood clot, he may have put himself at serious risk. By using the virtual doctor service, he was able to get his condition addressed quickly, understand the severity of it and receive assistance on where to go to receive the diagnosis and treatment he needed.

How can I find out more? 


We're talking to customers about the service when they call us and we'll be getting in touch with your individual and SME clients to give them more information, and to help them get started. If you'd like to know more about what we've been communicating, please speak to your AXA representative.

 Please note, this communication is intended for intermediary use only.