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Supporting members during a time of conflict and international sanctions

We know that living in or travelling to an area affected by conflict can be unsettling, and you may have some questions about how your cover could be impacted.

Our team are here for you 24/7, ready to help whenever you need us. You can send us a message through your online account, call us on +44 (0) 1892 503 856* or find answers to some common questions below.

You can find details of how your cover may be affected in your handbook, available through your online account. If you have any questions or need help understanding your plan, our team are here to support you.

The following sections in your handbook will guide you through the key details you’ll need to know about your cover:

  • Nuclear, biological, or chemical contamination and war risks 
  • Rights and responsibilities 

  • You can continue to claim for eligible treatment, but we know that making payments to medical providers might be more difficult.
  • We encourage you to contact us before making any claims, as we’ll work with you to find the best solution so you can get the care you need.

If you need to make a claim, send us a message through your online account or call us on +44 (0) 1892 503 856*.

  • Yes, your policy will cover eligible treatment for you, or anyone else named on your plan, as long as you’re not subject to the restrictions outlined in your handbook — such as being involved in the conflict.
  • We’ll cover eligible treatment if you’re injured as a civilian during a conflict or need treatment for other health concerns whilst in a war zone.
  • You can find more details about your cover in your handbook, available through your online account.

We know it might be harder to access medical facilities to get the care you need. If you need help finding a provider or accessing treatment, contact us through your online account or call us on +44 (0) 1892 503 856*.

Wherever you are, we’ll always try to find the best way for you to get the emergency hospital care you need if it can’t be provided locally, but this is more challenging when air space and borders close.

If an airspace is closed medically necessary evacuations and repatriations aren’t possible. Our team will explore all our options to safely transport you across the border where we can arrange an air evacuation.

Whilst it may be possible to arrange transport across a border, this is heavily dependent on availability of ground ambulance resources and road accessibility.

If you need to use the Medical Evacuation and Repatriation service, please call our emergency assistance team on +44 (0) 1892 513999*.

We won’t be able to evacuate or repatriate you or anyone else named on your policy because of injuries sustained while actively involved in conflict, or if you travel to a country for leisure or non-essential business against the advice of the UK Foreign, Commonwealth and Development Office (FCDO).

  • Yes. If your plan includes the Virtual Doctor service1, you’ll still have fast access to medical advice, no matter if it’s a minor concern or a pressing health query.
  • If the Mind Health service2 is included in your plan, we’ll connect you to a qualified psychologist for up to six telephone-based sessions. We know times of conflict can be difficult and challenging, but you don’t have to face it alone.

You can book an appointment through the Virtual Care from AXA or AXA Global Healthcare apps. Alternatively, you can call +44 (0) 20 3499 5487.

If your health plan is provided by your employer, please check your healthcare hub or your policy handbook to confirm if you have access to these services.

We’re by your side, 24/7

If you’re unsure about your cover, need help with a making a claim, or support accessing treatment, our team are by your side day or night.

We can help with:

  • understanding your cover if you’re in an area affected by conflict or sanctions
  • guidance if you need to make a claim
  • finding a local provider to get the care you need
  • support if you need emergency hospital care that can’t be provided locally.

You can send us a message through your online account, or call us on +44 (0) 1892 503 856*.

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Note: This content relates to AXA Global Healthcare sold and administered insurance policies (AXA PPP healthcare Limited, AXA General Insurance Hong Kong Limited, AXA Insurance dac, XL Catlin Insurance Company UK Limited, Optimum Global Insurance Company Limited). 

* Lines are open 24 hours a day, 7 days a week. We may record and/or monitor calls for quality assurance, training and as a record of our conversation.

1The Virtual Doctor service is provided by Teladoc Health and is part of the Virtual Care from AXA offering. Telephone appointments can be booked 24/7, 365. Callbacks are typically within 24 hours. Operating hours vary according to region. For availability in your local market and further information on the Virtual Doctor service, please click here.

2 The Mind Health service is provided by Teladoc Health and is part of the Virtual Care from AXA offering. The service provides up to six sessions with a psychologist per non-emergency mind health concern, per year. For further information about the Mind Health service, including consultation availability, please click here.