If you need to book an appointment for a consultation or some treatment, we aim to make it as easy as possible to make a claim – just follow the steps below. If you need treatment in an emergency, just make sure you or someone you know gets in touch as soon as possible.
If you have a medical concern, visit your doctor or speak to an independent online doctor, using our Virtual Doctor service.
If you're an AXA member, you'll have access to unlimited phone and video consultations with experienced, qualified doctors 24/7.1
There’s no need to pay your excess if you have one, or make a claim for a virtual doctor consultation, unless further treatment is needed.
It’s easy to register and book an appointment. Simply download the Virtual Doctor from AXA app on iOS or Android app store, or visit virtualdoctorfromaxa.com online. If you’d prefer, you can call at anytime 24/7 on +44 (0) 203 4995 487* to arrange a call back.
Questions? Take a look at our Virtual Doctor frequently asked questions to find some answers.
Looking for mind health support?
Available through the Virtual Doctor service, the Mind Health service connects you with a fully qualified psychologist who will provide the support you need from wherever you are in the world. Whether that’s one phone call or a course of up to six talking therapy sessions.2
If you’ve bought an individual policy for yourself and your family, you’ll have access to this service straight away. If your policy is provided by your employer, you’ll need to check your healthcare hub to see whether this service has been included on your cover.
To use this service, you’ll just need to book a virtual doctor appointment using the app, website or phone number above, stating ‘mind health’ as the reason for your appointment.
What’s better is that you don’t need to make a claim or let us know if you’re using these services, unless they refer you for further treatment with another specialist.
We’ll check that you’re covered and answer any questions you may have. Sometimes, we might need some more information about your medical history, so we’ll ask you and your medical practitioner to complete a Medical Information Form. You won’t need to find this online – we’ll send you whatever we need.
Need help finding a hospital or clinic?
We work with healthcare providers around the world, so if you need help finding one in our network, you can use our online provider search tool. This can help you find your nearest health provider, based on your location or by the type of treatment you need.
If your claim is eligible, we’ll pre-approve it so you can visit your healthcare provider. We’ll give you a pre-approval number, which you’ll need to take to your appointment, along with your customer number. You can find your customer number on your membership card. Your medical provider may ask for this in order to send invoices to us for payment.
If you’d rather, you can pay for your treatment directly to the specialist or clinic. Make sure you keep hold of the itemised invoice and receipts to send to us – we can pay you back for eligible treatment you’ve paid for.
We can pay you back by cheque, or directly into your bank account – whichever you prefer. If you’d like payment to your bank account, you’ll just need to update your payment preference and bank account details in your online account.
The most important thing is for you to take time to recover and get well soon. If you’ve already paid for your appointments or treatment, simply send us the invoices and receipts along with any additional information if we’ve requested it, and leave the rest to us.
We aim to pay you back quickly. When we have all of the information we need, we settle 90% of claims within just 3 days.3
If we’ve pre-approved your claim, we’ll arrange to settle the bill with the medical provider directly.
Once your claim has been processed, we’ll send you a Benefit Statement to let you know what’s been paid.
Manage your plan, make a claim or ask us a question quickly and securely, 24/7.
Registering is easy - you'll just need your membership number which will be in the format of INTL7654321.Login
If you’ve got questions about how and where to go for some mental health support, take a look at these frequently asked questions about your Mind Health service.Download Mind Health service FAQS
If you have questions about your health plan and pregnancy, we’re here to offer a helping hand. This guide offers some answers and key information about the pregnancy and childbirth cover on our health plans.Download guide
Getting the right diagnosis is essential for receiving the right treatment and care for you. Sometimes, when you’ve received an unexpected diagnosis, you’ll want to know that every option has been explored before making any big decisions.
That’s why we’ve teamed up with independent medical experts to provide a full review of your diagnosis and treatment plan, giving you extra reassurance when you need it most. If you’d like to find out more about this service and how it could help you, call us on +44 (0) 1892 503 856*.
If you find yourself in an emergency and need immediate in-patient 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.*
Finding a doctor when you're ill can be tricky, and if you're somewhere unfamiliar, it can add even more uncertainty.
If you need a doctor, use this provider search tool and search our global AXA Select medical network of preferred hospitals and clinics, so you can get the treatment you need, when you need it.
*Lines are open 24 hours a day, seven days a week. We may record and/or monitor calls for quality assurance, training and as a record of our conversation.
1 The Virtual Doctor from AXA service is now available to all individual and SME members (excluding those whose health plan is insured by AXA General Insurance Hong Kong Limited). Access to the Virtual Doctor from AXA service is available for all Large Corporate groups who have chosen the upgrade. If you are unsure whether your plan includes this service, please check with your AXA representative.
Appointments are subject to availability. 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 call back service. Telephone appointments are available 24/7/365 and call-backs are typically 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 -20:00 CET, Monday to Friday. Prescriptions are available if medically necessary and subject to local regulation.
2 Mind Health psychologist appointments are available between Monday and Friday, 09.00 - 17.30 (UK time)in English or Spanish. If you are calling from the UAE, appointments are available between Sunday and Thursday, 09.00 – 20.00, and Saturday 10.00 – 18.00 (UAE time).
3 Average of 90% of claims processed within 3 days between May 2020 - April 2021.