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Supporting members during the conflict in Ukraine

We know those of you living in Russia, Ukraine and the surrounding areas might want to understand if there’s any impact to your international health insurance cover.  Our Customer Service teams remain available to you as usual, 24/7 – so please don’t hesitate to call us on +44 (0) 1892 556 276, or browse answers to some key questions, below. 

You can find out how your policy works alongside international sanctions in 

  • Global Health Plan handbook 
    o Section 6.1 > Rights and responsibilities 

  • Travel insurance handbook   
    o Section 3.7 > International Sanctions 

Do continue to claim for eligible treatment as usual.  It may become difficult to make payments to medical providers, so we encourage you to call us before making any claims so we can help find the best approach.  Our customer service teams remain available to you 24/7. You can call us on +44 (0) 1892 556 276.

Please be aware, your policy includes sanctions exclusions clauses which allow us to decline a claim or cancel a policy in the event an insured person is subject to sanctions.  See Section 6.1 of your international health insurance policy handbook.

Your policy does provide cover to members in war zones on the basis that the insured persons are not subject to any of the restrictions set out in your policy handbook, including being actively involved in the conflict. This means we would pay for treatment of a member who was injured as a civilian during the conflict or sustained other health concerns such as a heart attack while in a war zone.   You will find full details of your cover under Section 4 of your policy - ‘Nuclear, biological or chemical contamination and war risks’. 

Whilst we’re not imposing any restrictions where the member can access treatment in the AXA Select medical network or outside of it, issues may occur in our members ability to access medical facilities during the conflict.  

We will always try to find the most appropriate way for our members to get the medical support they need, but this is more challenging when air space and borders close.  

As the airspace is closed over Ukraine,  medically necessary evacuations and repatriations will not be able to happen via the air. It may be possible to move a patient (member) by ground, across the border and complete an air evacuation at one of the airports in Hungary, Poland, Romania or Slovakia. However, this depends highly on availability of ground ambulance resources and road accessibility. 

As per your policy terms, we will not evacuate or repatriate one of our members because of injuries sustained while actively involved in conflict. Nor will this policy benefit be covered if a member travels to a country for leisure or non-essential business against the advice of the UK Foreign, Commonwealth and Development Office (FCDO)  - which is currently the advice for both Ukraine and Russia.  If you travel for work, then members are covered.

  • Yes.  If you are eligible for the Virtual Doctor service1, it will still be available 24/7 for any medical concerns or questions you have. 
  • You may also have access to the Mind Health service2, which may be of help to you during what is a difficult and challenging time. 
  • If your cover is provided by your company, please check your AXA Healthcare Hub to see if you have access to the Virtual Doctor service and the Mind Health service. If you’re on a personal plan, then you do have access. You can book a consultation with one of our Virtual Doctors by calling +44 (0) 20 3499 5487 or download the ‘Virtual Care from AXA’ app.

An ever changing conflict

This situation is rapidly changing so we will keep you up to date with any information and detail that you need to support our members and clients. 

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). 

1 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. You won’t be charged if you request a call back using the app or online portal. Telephone appointments are available 24/7/365 and call-backs are typically within 24 hours. Telephone appointments in Greek are available between 09:00 and 21:00 EET, 7 days a week. 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.

2 Mind Health psychologist appointments are available in English and Spanish between Monday and Friday, 09.00 - 17.30 (UK time). If you are calling from the UAE, appointments are available between Saturday to Thursday, 09.00 – 20.00, and Friday 09.00 – 16.00 (UAE time).