Claiming - how bills are paid

Hospital bills are the last thing you want to worry about if you're recovering from treatment. That's why we do everything we can to settle the bills directly with the hospital, so you can relax and focus all your energy on getting better.

In-patient and day-patient treatment

We can arrange a guarantee of payment letter, via our headquarters in the UK or through one of our local third party offices, to go to most hospitals around the world. This means you won't have worry about bills or make any pre-payment to the hospital when you are admitted.

On the rare occasion that we can't pay directly, you'll need to pay the hospital and ensure you get a detailed bill that shows you have paid. You can then claim the money back from us. 

If you should need on-going treatment please contact us to confirm that your ongoing treatment is covered, and we can advise on what happens next.

Out-patient treatment

For out-patient treatment such as a consultation or medical practitioner visit, you'll normally need to pay on the day and then send us your receipt or invoice for reimbursement. If this is likely to be expensive, please contact us to arrange for AXA to pay the fees directly to the provider.

The easiest and most secure way to manage your claim and stay in touch is to use your online account*. This is where you can upload receipts and other claim information, and 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:

International Customer Service
AXA Global Healthcare (UK) Limited
Phillips House
Crescent Road
Tunbridge Wells
United Kingdom

Search for a healthcare provider

To find one near you, log in to MyGlobe and select your country and nearest city. You can even search based on the type of specialist treatment you need.

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:

  • Australia (Dollar)
  • Bahrain (Dinar)
  • Brunei (Dollar)
  • Canada (Dollar)
  • Denmark (Krone)
  • Europe (Euro)
  • Hong Kong (Dollar)
  • India (Rupee)
  • Israel (New Shekels)
  • Japan (Yen)
  • Kenya (Shillings)
  • Kuwait (Dinars)
  • Mexico (Pesos)
  • Morocco (Dirham)
  • New Zealand (Dollar)
  • Norway (Krone)
  • Oman (Riyal)
  • Saudi Arabia (Riyal)
  • Singapore (Dollar)
  • South Africa (Rand)
  • Sweden (Krona)
  • Switzerland (Franc)
  • Thailand (Baht)
  • Tunisia (Dinar)
  • Turkey (Lira)
  • UAE (Dirham)
  • United Kingdom (Pound)
  • USA (Dollar)

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.

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