Virtual Care Services FAQs

You can request an appointment 24/7, 365 days a year. You’ll typically receive a callback within 24 hours. 

• 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.

Singapore

• Appointments are only conducted in English, via video, between 10:00 and 19:00 Singapore Standard Time. Appointments are available 7 days a week.  

• The service is included in your policy. It doesn’t affect the price of your premium, your outpatient allowance, your excess (if you have one), or the price we offer you at renewal. 

• You won’t be charged for the cost of your virtual consultation, but you may be charged for the cost of yourinitial phone call if you use the call back service. Calls will be charged at your standard local network rate. 

• If you use the Virtual Care from AXA app, you won’t typically be charged for the call back or video booking service. However, this may occur if, for example, you are outside your home country when a doctor calls you.   

• Virtual Doctor call back consultations are currently available in English, Spanish, French, Arabic, Chinese, Hindi, German, Malay, Thai, Japanese, Korean, Portuguese, Greek, and Hungarian.
• Appointments in Singapore are only available in English via video.

Prescriptions are subject to a thorough evaluation and validity/acceptance will vary depending on the country you’re located in. They are never guaranteed in all cases.

Depending on local regulations where you are, the doctors may be able to give you a fit note if you need one. And if you need to see a specialist, your doctor will be able to recommend which type of specialist you should see and if necessary, provide an open referral for you (where possible). If you do need further treatment, remember to call us so we can check that your treatment is covered by your plan.

• You can use your app or online portal to book a consultation any time of day, 365 days a year. 
• If you select a telephone consultation, you’ll receive a callback within 24 hours. 
• If you select a video consultation, you can choose a day and time that suits you best. 

• If you’re an AXA Global Healthcare member, you’ll be eligible for this service straight away. We’ll send you an email with a step-by-step guide on how to register. 
  • If you’re a member of a corporate group, please see your handbook for further details. 
• To do this, you’ll need your e-mail address and your AXA Global Healthcare customer number, which will look something like this: INTL1234567. 
• You’ll use your customer number as your access code when registering. You won’t need to include ‘INTL’ when submitting your number.

• The service provides AXA Global Healthcare members with access to an independent and impartial second opinion on their diagnosis and suggested treatment plan. 
• The service helps members make informed decisions about their medical condition and proposed treatment. 
• Members who receive the service will receive a written report which includes full details of the outcome of the second medical opinion, including alternative options where appropriate.

A case manager will call you within 24 hours of your referral to discuss your case. 

No, the Second Medical Opinion service is included in your policy. Using it does not affect the price of your premium, your outpatient allowance, your excess (if you have one), or the price we offer you at renewal.

Your case manager will be a doctor – they’ll be your primary contact throughout your referral. Their responsibilities are both administrative and supportive, aimed at ensuring you receive timely, accurate, and comprehensive information to make informed healthcare decisions.

The Second Medical Opinion team speak multiple languages: Arabic, Danish, German, English, Spanish, French, Hebrew, Japanese, Korean, Malay, Dutch, Portuguese, Swedish, Thai, Turkish, Mandarin and Cantonese. 

Medical records can be translated in over 40 languages.

No, you won’t be able to use the Second Medical Opinion service if you’re receiving inpatient care. The service also excludes conditions which require urgent or emergency treatment.  

You can use the Mind Health service for up to six sessions per mind health concern, per year.

• Mind Health psychologist appointments are available in English and Spanish between Monday and Friday, 08:00 – 20:00 (UK time).
• Appointments for members calling from the UAE are available in Arabic, English and French from Saturday to Thursday, 09.00 – 20.00, and Friday 09.00 – 16.00 (UAE time).

Your sessions will last up to 50 minutes. You can choose to have your sessions over a telephone or video call.

Once you’ve requested a consultation, it’s possible to secure a Mind Health session as early as the next working day. However, please be aware that this is not always guaranteed.

No, the Mind Health service is included in your policy. Using the service does not affect the price of your premium, your outpatient allowance, your excess (if you have one), or the price we offer you at renewal.

Yes. You’ll see the same psychologist for all your sessions unless you ask to speak to someone else.

All the psychologists at Teladoc Health are registered and licensed with their local governing body. For example, psychologists operating in the UK are registered with the Health and Care professions council, HCPC (https://www.hcpc-uk.org/) as practitioner psychologists.

Your psychologist will be able to offer support for most things. Some of the more commonly discussed concerns include: 

• How to cope with distressing life events and change. 
• Learning coping skills to manage emotions, in particular, low mood, anxiety and anger.
• Learning about mental health and wellbeing to keep well. 
• Support to manage the mental impact of physical health conditions.
• Relationship and psychosexual support. 
• Self-relation and self-esteem.

Examples of approaches include but are not limited to: 

• Cognitive Behavioral Therapy
• Compassion-Focused Therapy
• Acceptance and Commitment Therapy
• Mindfulness-Based Cognitive Therapy
• Emotionally Focused Therapy
• Rational Emotive Therapy
• Person-Centered Therapy 
• Existential Therapy
• Family and Systemic Psychotherapy
• Schema Therapy
• Psychodynamic Interpersonal Therapy
• Solution-Focused Therapy
• Cognitive Analytic Therapy

After your assessment questionnaire is reviewed, you’ll be assigned a therapist who can help with your specific concerns. 

Once your appointment has been booked, you’ll receive an email with a welcome pack. This will give you an introduction to the service, as well as some helpful information about what you can expect.

The Mind Health service offers support to people who are struggling with mild to moderate mental health issues. For patient safety, it does not offer support to those who may be presenting with: 

• Moderate to high risk of injury or harm to themselves or others
• Moderate to high risk of immediate injury or harm from others
• Severe and long-term mental health conditions, including Bipolar Disorder, Psychotic Illness, Personality Disorder, and low functioning Learning Disabilities and Autism Spectrum Conditions. 

Once the assessment questionnaire (sent to you via SMS and email) is completed and received by Teladoc Health, you’ll be informed whether the Mind Health service sessions will be suitable or you’ll be guided to a more suitable path of treatment. 

• If you come to the end of your six sessions with your Teladoc Health psychologist, they may refer you to another therapist who can help support you on a longer-term basis with face-to-face treatment. 
• In this instance, they’ll write you an open referral with some recommendations on what type of therapist you’d need to see. 
• Please contact us on your usual helpline number to pre-authorise any further treatment, as this will be subject to your policy terms and available benefits.

The Mind Health service is provided by a third party called Teladoc Health, and this means that consultations and anything you discuss are completely confidential. No information is shared without your consent.