Your quick guide to claiming

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.

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Visit a doctor, or use our Virtual Doctor service

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, or call 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.

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Contact us before you book your treatment or consultation

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.

You can start your claim via your online account or over the phone – you can call us anytime on +44 (0) 1892 503 856*. 

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.

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Pre-approve your claim before you visit a specialist or receive your treatment

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. 

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Leave the rest to us

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 80% of claims within just 48 hours. 

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.

Log in/register to your online account

Your online account is the easiest way to manage your plan, search healthcare providers, make claims and stay in touch.


Making a claim for pregnancy?

If you have any questions about what you’re covered for or how to make a claim for your pregnancy costs, we’re here to offer a helping hand. This quick guide answers some of the key questions about the pregnancy and childbirth cover on our prestige and prestige plus policies.

Download guide

Speak to an virtual doctor from wherever you are

  • Talk to an independent doctor in minutes 
  • Appointments available 24/7 
  • Speak to a doctor in your language
  • Consultations available over phone or video call

A second medical opinion

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*.

Emergency Assistance

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.*

Find a provider

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 not chosen the upgrade, until 30 September 2020. If you are unsure, please check with your AXA representative.