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Personal

Your services

Here when you need us most

Sometimes, we could all do with a little extra support or a helping hand, and we’re here to give you just that. 

As an AXA – Global Healthcare member, you have access to a number of services to help you whether you need to make a claim or not. If you need to speak to a doctor, find a clinic or hospital, or just want a little extra support, there are a number of services available to you, all at no extra cost.

Visit a doctor, or use our Virtual Doctor service

With the Virtual Doctor service, you can have a medical consultation with a real doctor wherever you are in the world – from the comfort of your home, hotel or office. Better still, there are doctors on call and available 24/71.

So whether you’re feeling unwell, have a general worry you’d like to talk about, or just need clarity on something like vaccination requirements, simply book an appointment. 

Can I use the virtual doctor service?

Can I use the virtual doctor service? 
Yes, if you’re an AXA member with a global healthcare plan1

If your policy is provided by your employer, you’ll need to check your healthcare hub to see whether this service has been included as part of your cover.

What do I need to do? 
Activate your account today so you’re up and running. And if you have family members covered on your health plan, they can register too, as long as they’re over 18.

Activate your account in 1, 2, 3

It’s quick and easy. Just:

  1. Download the Virtual Doctor from AXA app, or visit the globalcareondemand.com/expats website.
  2. Fill out a few quick details, including your customer number (not including INTL). 
  3. Verify your email address.

Then you’re all set up to use the Virtual Doctor service right away.

If you’d prefer, you can 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.

Mind Health service

We understand that life can throw unexpected challenges your way. We’re here to support you through your ups and downs and provide expert help to keep you at your best, while it may feel like things are at their worst. 

Available through the Virtual Doctor service, the Mind Health service connects you with a fully qualified psychologist to support you for up to six telephone-based therapy sessions, per mind health concern, per policy year. No matter where you are in the world, we’re here to help you work through whatever life has thrown your way.

Using the Mind Health service

After you’ve registered for Virtual Doctor, you’ll simply need to book a Virtual Doctor consultation so they can make sure the Mind Health service is the best option for you. Next, a member of the team will be in touch within  the same or next working day to arrange an initial appointment. You’ll then be assigned to your psychologist who will support you through every session so they can fully understand your situation and follow your progress. 

You’ll never be charged to use the Mind Health Service. If you’ve bought an individual policy for yourself and your family, you’ll have access to this service straight away, and can be rest assured that using the service won’t affect your policy premiums. If your policy is provided by your employer, you’ll need to check your healthcare hub to see whether this service has been included as part of your cover.

Questions? Take a look at our Mind Health FAQs to find some answers.

Find a hospital or clinic

Search for your nearest hospital or clinic

If you’re somewhere unfamiliar and need to see a doctor, our provider search tool takes the time and trouble out of finding a hospital or clinic in your area. 

We work with over 1.4 million healthcare providers around the world, and you can use our online provider search tool to find your nearest hospital or clinic based on your location or the type of treatment you need. 

In most cases, when you use a provider from our AXA Select network, we can pay them directly for your treatment, so you don’t have to worry about settling any unexpected bills.

24/7 Health information helpline

When you have a health concern, it’s good to be able to speak to someone who can put your mind at rest. With our Health at Hand medical helpline, you have access to nurses, counsellors, midwives and pharmacists, all available through a simple phone call.

How can they help?

If it’s the middle of the night and your mind just won’t settle, the team of experienced nurses2 and counsellors will be there to give you the help and reassurance you need.

There’s also a team of midwives available, so if you have any questions about your pregnancy or baby, there’s always somewhere to get some answers.3

You can discuss your symptoms with a nurse, check your medication with a pharmacist, talk to a counsellor or just check something with a midwife. Whatever you need, our medical professionals are here to put your mind at ease – so you’re not worrying a minute longer than you have to.

Simply call +44 (0) 1892 556 753*

Our Health at Hand service is available 24 hours, 365 days a year. This service is strictly confidential and won’t affect your policy or claims.

Second opinion

Getting the right diagnosis is essential if you’re to receive the right treatment and care. 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, wherever you are in the world.

How can they help?

Our independent health consultants go further than offering you a second opinion to give you reassurance on your initial diagnosis. 

When you use this service, you’ll be assigned a doctor, who’ll be your dedicated case manager. They’ll be on hand to answer any questions you might have and offer support all the way through from diagnosis to recovery. 

With your permission, they’ll gather all of the necessary medical reports and test results from your previous treatment and manage your case whilst it’s being reviewed by the world leading specialists. 

What do I need to do?

If you're interested in using this telephone consultancy service and want to find out if you’re eligible, call us on +44 (0) 1892 556 274*.

 

Evacuation and repatriation

In an emergency, you need to know that you can get the treatment you need. That’s why all our plans include emergency evacuation and repatriation cover, so if the treatment you need isn’t available locally, we can get you to where you need to be.

Whether it’s a short drive or an international flight away, our emergency assistance team will get you to the nearest medical facility that can give you the right care. And once you’re feeling better, we’ll get you back again too.

What do I need to do?

In an emergency situation when the treatment you need can’t happen in the local medical facility, call our Emergency Assistance Centre on:

+44 (0) 1892 513 999*

Terms and conditions apply. Full details are shown in the Membership Handbook.

Extra support if you’re diagnosed with cancer

Our plans cover you for lots of medical conditions, but with cancer cases on the rise around the world, we know that a bit of extra support if you receive a diagnosis can really help. 

Our Dedicated Cancer Case Managers are here to support you throughout your diagnosis and treatment to do anything they can to make your journey a little easier. You’ll have a dedicated case manager who will get to know you and your situation to provide extra support, at no extra cost. They can speak to your treating specialist and help you manage your claim throughout your treatment, so you and your loved ones can focus on what’s important.

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Dedicated case manager to support you through your claims. 

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Emotional support from our Health at Hand service when you need it most

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A dedicated point of contact from your diagnosis and throughout your treatment

1The 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 chosen the upgrade. If you are unsure whether your plan includes this service, please check with your AXA representative.

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. Telephone appointments are available 24/7/365 and call-backs are typically within 24 hours. Video appointments 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. Prescriptions are available if medically necessary and subject to local regulation.

2 Nurses and counsellors are available 24 hours a day.

3 Please note, our pharmacists and midwives are here from 8am to 8pm Monday to Friday, until 4pm on Saturday and until 12pm on Sunday (UK time).

*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.