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Real support, virtually anywhere

Virtual Doctor service

The Virtual Doctor service lets your clients speak to a doctor on the phone or by video chat – at any time1, from anywhere in the world, all at no extra cost to members. It’s just like talking to a local doctor, but without having to wait for an appointment. It really doesn’t get much handier.

Understanding the service

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Unlimited access to primary care with qualified doctors via the Virtual Care from AXA app or portal.

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Speak to a doctor from anywhere, in a language of their choice.1

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Free to access service – no excess to pay and no impact on outpatient allowance.

Virtual Doctor guide

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From the simple steps to engage with the service, to the advantages of unlimited access for your business and individual clients, our guide to Virtual Doctor is designed to give you all you need to explain the service to your clients.

Supporting their business

  • Offering the Virtual Doctor service is an innovative way to deliver their employee wellbeing strategy, helping valued employees connect to medical help quickly, so they can get back on their feet – and back to work.
  • When an employee uses the Virtual Doctor service, it’s not a claim. Which means it won’t affect their claims spend or your clients’ renewal premiums3
  • Use of the Virtual Doctor service doesn’t affect the outpatient allowance either, which means the benefit limit can be stretched further. They’ll just need to let us know if they’re referred for any additional treatment, so we can make sure it’ll be covered by their plan.
  • 57% of Virtual Doctor consultations4 don’t lead to any further consultations via Virtual Doctor or otherwise. Which means your clients’ business saves money where an employee might have gone for a face-to-face consultation with a specialist, which would come out of the outpatient benefit.

1. Appointments and languages are subject to availability. Customers don’t need to pay or claim for a consultation but will be charged for the cost of the initial phone call when using the call back service. Customers won’t be charged if they request a call back using the app or online portal. Telephone appointments are available 24/7/365 and call-backs are typically within 24 hours. Telephone appointments in Greek are available between 9am and 9pm EET, 7 days a week. Video appointments in English, Spanish or Mandarin are available between 8am and midnight UK time, Monday to Friday. Video appointments in German are available between 8am - 8pm CET, Monday to Friday. 
2. These services are provided by an independent third-party, Teladoc Health. 
3. If the doctor refers them for further treatment, customers are encouraged to call our service team or contact us through their online account so we can confirm it’s eligible under their policy terms and conditions. 
4. 57% of customers who completed the Virtual Doctor survey following their appointment stayed at home as a result of using the service. Measured between July 2017 - September 2023.