Our product changes and updates for April 2024

To offer high quality cover and support to your global clients, we review our products twice a year. Here are the key changes and updates which will apply from 1 April 2024, as well as some useful resources for you.

For your clients
Rules and benefit adjustments

Chronic conditions
To help customers better understand what we mean by Chronic conditions, we've created some new leaflets for plans which only include chronic cover for acute flare ups. We have updated our membership handbooks, welcome and renewal letters to include a weblink where you and your clients can download and view these new leaflets. 

Alcohol and drug misuse exclusion
We've updated the wording for the alcohol, drug and substance abuse exclusion to provide further clarity on when it's applied. 

Prescribed drugs and dressings charge
We've introduced additional wording to clarify that prices for prescribed drugs and dressings are expected to be in line with local retail prices. 

Dementia cover
We've introduced new restriction wording to clarify that we do not cover treatment needed for mild cognitive impairment or mild dementia. This includes drug treatment for Alzheimer's disease, aimed at slowing its progression. 

Treatment date
We've introduced additional wording at the beginning of the claims section in our membership handbooks, so it's even clearer that claims paid and relevant benefit limits will be applied based on when a customer's treatment took place. 

^{Please refer to the membership handbooks for full details or speak to your AXA representative for more information. These changes are effective for all new and renewing policies from 1st April 2024 and apply to all levels of cover across our global health plans and Islands Health Plans. This change applies to plans insured by AXA PPP healthcare Limited, AXA Insurance dac, AXA General Insurance (Hong Kong) Limited, AXA XL Insurance Company UK Limited and, Optimum Global Insurance Company Limited.}

For your individual clients 

Enhancing our customers experience
We know how important it is to put customers' needs first and act to deliver good outcomes for them, especially since the new Consumer Duty came into force in July 2023. We're pleased to share more ways we've been focusing on just this. 

As customer understanding is key, we're continuing to review our customer policy documents and important communications. Working with an independent research agency, we have tested key documents with consumers and we're very pleased to introduce changes we've been making to membership handbooks and welcome letters to support all of our customers, including those who may be vulnerable. 

Membership handbooks
Within policy membership handbooks, we've introduced a simplified way for customers to cross reference and download specific content hosted online such as PDF's. We've also focused on reducing sentences throughout our policy literature and have provided simpler explanations for industry jargon and complex concepts. 

Welcome letters
For a customer's policy welcome letter, we've applied new recommendations such as making actions clearer and signposting more frequently when we reference certain services. 

If you have any questions on how we're working to deliver the right outcomes for your clients, please speak to your AXA representative. 

^{These changes are effective for all new and renewing policies from 1st April 2024 and apply to all levels of cover across our global health plans and Islands Health Plans. This change applies to plans insured by AXA PPP healthcare Limited, AXA Insurance dac, AXA General Insurance (Hong Kong) Limited, AXA XL Insurance Company UK Limited and Optimum Global Insurance Company Limited.}

Online resources for you
Our industry is complex but we're set up to help you find the solutions that are simple for you to explain and, are valuable for your clients. 

We know you're busy so if you need a hand we're here to help. Whether it's to check that your client's plan meets their healthcare requirements, seek options to help you balance their budget with their needs; or you'd like us to check whether they're covered for a specific condition, our experienced team are here to help. 

Looking for benefit summaries or sales brochures? Want to know our more 'About our plans'? Need some help from our handy guides or resources? Head to the dedicated area of our website to find out more and download the content you need.

Contact guide
For all the phone numbers and email addresses you'll need to do business with us, download your new contact guide.

For more information about what's changing in our April review, get in touch with your AXA representative today. They can arrange a time to guide you through what's new, what's changed, and what those changes could mean for your clients.

The information in this article is correct at the time of publishing.