Personal

Claiming - how bills are paid

Coronavirus (COVID-19) outbreak

Settling bills is the last thing you want to think about if you’re recovering from treatment. That’s why we do everything we can to pay bills directly to medical providers, meaning you can focus on what matters. 

In-patient and day-patient treatment

If you’re going to be admitted to a hospital or clinic for in-patient or day-patient treatment, we can arrange to send what’s called a ‘pre-approval letter’ to your doctor, specialist or to the hospital or clinic you’ll be visiting.  

The pre-approval letter confirms what will be covered by your health insurance plan. Some providers request this as confirmation that they can send us the bill directly. Your provider will usually let you know if they need a pre-approval letter. As these letters are sent through our international offices, they’re available in a number of languages. 

Some hospitals and clinics prefer the bill for in-patient or day-patient treatment to be paid before you leave.  In this rare instance, you’ll need to pay for your treatment, and send us the invoices and receipts so that we can pay you back. 

Out-patient consultations, tests and treatment

If you’re having a consultation with a specialist, visiting a family doctor or seeing a practitioner as an out-patient, you’ll normally need to pay your bill at the time of your appointment.  

The hospital or clinic should provide you with an itemised invoice and a receipt for your payment - make sure you keep hold of these to send to us. 

The easiest and most secure way to submit invoices and receipts, and manage your claim, is to use your online account*. This is where you can upload receipts and other claim information - we even accept photographs of documents to help speed up the process. 

Alternatively you can post the original, fully itemised bills, receipts or proof of payment and other necessary claim information to our Customer Service team.

Send us your invoices and receipts

The easiest way to send us your invoices and receipts is through your online account. Please submit all claims within six months from the treatment date.

Registering is easy – you’ll just need your membership number, which will be in the format of either 1234567A or INTL7654321. You can find yours on your membership card.

Please make sure you enter a membership number matching one of the above formats.


Need a hand?

Download our beginners guide to your online account.

Currencies we reimburse in

Claims reimbursements can be paid through a local bank in a number of currencies. We use the exchange rate published in the Financial Times Guide to World Currencies on your treatment date. For in-patient treatment this would be your date of admission, so long as that currency is one of the following: 

  • Australian Dollar (AUD)
  • Bahraini Dinar (BHD)
  • Bruneian Dollar (BND)
  • Canadian Dollar (CAD)
  • Danish Krone (DKK)
  • Egyptian Pounds (EGP)
  • Emirati Dirham (AED)
  • Euro (EUR)
  • Great British Pound (GBP)
  • Hong Kong Dollar (HKD)
  • Hungarian Forint (HUF)
  • Indian Rupee (INR)
  • Israeli Shekel (ILS)
  • Japanese Yen (JPY)
  • Kenya Shillings (KES) 
  • Kuwaiti Dinar (KWD)
  • Malaysian Ringgit (MYR)
  • Mexican Peso (MXN)
  • Moroccan Dirham (MAD)
  • New Zealand Dollar (NZD)
  • Nigerian Naira (NGN)
  • Norwegian Krone (NOK)
  • Omani Rial (OMR)
  • Philippine Peso (PHP)
  • Polish Zloty (PLN)
  • Qatari Riyal (QAR)
  • Romanian New Leu (RON)
  • Saudi Arabian Riyal (SAR)
  • Singapore Dollar (SGD)
  • South African Rand (ZAR)
  • Swedish Krona (SEK)
  • Swiss Fran (CHF)
  • Thai Baht (THB)
  • Tunisian Dinar (TND)
  • Turkish Lira (TRY)
  • United States Dollar (USD)

Schedule of Procedures and Fees

When receiving treatment in the in the UK we have a schedule of procedures and fees that sets out the limits we will pay medical practitioners, physiotherapists and complementary practitioners.


Islands Directory of Hospitals

If you’re covered on our Islands Health Plan or one of our global health plans, you’ll have access to hospitals in Europe, the Channel Islands and the UK. If you need treatment in the UK, we have a directory of hospitals where you’ll be able to receive your treatment.

Whether you’ve opted for the standard or the extended network of UK hospitals on your plan, you can find a full list of them in this directory.

Download directory 

Search for a healthcare provider

To find one near you, use our provider search tool and select your country or nearest city. You can even search based on the type of specialist treatment you need.

Please post all claims information to: 

AXA – Global Healthcare Customer Service 
AXA Global Healthcare (UK) Limited
Phillips House 
Crescent Road
Tunbridge Wells 
Kent
TN1 2PL
United Kingdom 

*Please submit all claims within six months from the treatment date. We also recommend you keep a copy for your own records.