The simple, secure way to manage your plan, make claims and stay in touch with us. With your account, you can:
Registered yet?
You’ll just need your policy and customer number to hand - we sent these details to you via email, shortly after taking out your policy. Any dependents on your plan, aged 16 and over, will need to register for their own account. Want more help? Download this handy guide.
Whether it’s to check your treatment is covered or simply ask a question about your membership, our team are on hand to help.
Simply call us 24/7, 365 days a year on:
+44 (0) 1892 556 242*
You can also contact us by sending us a message via your online account.
Our Virtual Doctor service makes it easy for you to have a consultation with a real doctor at a time that suits you. Whether you’re ill or just need some advice, you can book a video consultation or request a telephone consultation with a doctor that understands the health system in the country you’re in.
Registered yet?
It only takes a few minutes to register via the app. Then you can use it to book appointments, or if you prefer, simply call +44 (0) 203 4995 4871.
To download the app today, simply search ‘Virtual Care from AXA’ in the App store or Google Play.
The Mind Health service offers sessions with fully qualified psychologists over the phone or by video.**
No matter where you are in the world, we’re here to help you work through whatever life has thrown your way.
If you haven’t already, access your account through the Virtual Care from AXA portal or download the Virtual Care from AXA app to activate – it takes minutes, then you’re good to go. Just make sure you have your customer number on hand, you’ll need this to use as your access code to register (please don’t use the INTL as part of your customer number when registering).
Questions? Take a look at our Mind Health FAQs to find some answers.
When it comes to our Second Medical Opinion service4, the name says it all. It’s there so you can get a second opinion on any diagnosis or treatment plan that you feel unsure about.
Included with your plan, the service is available to you whenever you need it, wherever you are in the world.
So, if you receive medical advice or a diagnosis that you’re unsure about, all you need to do is get in touch via the Virtual Care from AXA portal and you’ll be assigned a doctor to work with you as your dedicated Case Manager.
Call +44 (0) 1892 556 242* to use this service.
1. Check you’re covered
As soon as you need to see a medical provider, please contact us to check you’re covered. You can either call us on +44 (0) 1892 556 242* or pre-authorise your claim through your online account.
2. Medical provider details
If you’re yet to find a medical provider, use the provider search tool on your online account. Simply choose one from our global network of hospitals, clinics and healthcare specialists.
If you already know who you’ll be seeing, we’ll need the following information:
3. Setting up your claim
We’ll check the eligibility of the treatment and provide you with a claim number. Where possible, we’ll also send a guarantee of payment to your chosen provider to confirm cover.
1. Show the provider your details
When you attend your appointment, show your membership card and claim number to the medical provider. They’ll let you know whether we can settle bills with them directly.
2. Settling your bill
Following your treatment, the medical provider should send any invoices to us for direct payment.
Please note; some medical providers may ask you to pay for outpatient treatment and if so, they’ll provide you with an invoice. Please refer to ‘If you’ve paid the bill’ section to find out how to submit these invoices via your online account.
Once we’ve received the invoices, we’ll make payment directly to the medical provider. We’ll notify you via your online account to confirm that this has been done.
3. Need on-going treatment?
Should you need on-going treatment, please contact us to confirm that your on-going treatment is covered and we can advise what happens next.
1. Tell us about your claim
If you haven’t already told us about your treatment, you’ll need to provide us with as much information as possible by completing the online claim form on your online account.
2. Submit your invoices online
Scan or upload a photo of your itemised invoice to your online account.
3. Reimbursing you
Electronic payment is the easiest and quickest way to be reimbursed. Make sure you’ve provided your bank details on your online account and check they’re up to date.
Once your claim has been assessed, we’ll send you confirmation of what has been paid for each claim. You’ll be able to track the progress of all your claims on your online account.
If you’re admitted to hospital in an emergency, please make sure you or someone you know lets us know as soon as possible.
In most cases, we’ll arrange to pay the hospital directly so that you don’t have to worry about any costs following eligible emergency treatment.
If you find yourself in an emergency and need immediate inpatient treatment that’s not available locally, we’ll organise for you to be evacuated to the nearest medical facility where you can access the care you need. Whether it’s a short drive or an international flight away, we’ll get you there quickly and safely. When you’re feeling better, we’ll get you back home safe and sound.
Should you need to use this service, simply call our Emergency Assistance Centre on: +44 (0) 1892 513 999*.
If you can’t call us, the hospital or someone you’re with can call us on your behalf - they’ll just need your membership details. Our agents are on hand 24/7 to help and will be able to take the details of where you are and where you need to get to. You’ll be kept updated throughout the whole process, right up until you’re back home and recovering.
Full details of this service can be found in your plan handbook.
Whether you need treatment on the island, on UK mainland or in Europe, we have a network of preferred hospitals and clinics so that you can get the treatment you need, when you need it. Where possible, we'll settle any eligible bills directly with the medical provider, so that you don't have to worry about being out of pocket.
For hospital treatment on the islands or on mainland UK
Our Islands Health Plan provider network list has all the hospitals you can access across this area.
For out-patient treatment on the islands or on mainland UK
You can find all of the clinics where we can directly settle any eligible bills, on our provider search tool.
For treatment in Europe
Your plan also lets you receive treatment across Europe. Use our online provider search tool to find a medical provider by country, city or by speciality.
If you have any health questions or concerns, you don’t need to face them alone. With access for you and your loved ones to our health information helpline, Health at Hand, advice is available 24/7* helping to put your mind at rest.
If it’s the middle of the night and your mind just won’t settle, the team of experienced nurses and counsellors2 will be there to give you a helping hand and that extra reassurance. If you have questions about your pregnancy or baby, the team of midwives are there to help3.
Simply call +44 (0) 1892 772 578*.
Receiving an unexpected diagnosis can leave you feeling overwhelmed – and being far from home can make this diagnosis all the more frightening. That’s where our dedicated Cancer Care team can help. They’re here to provide that extra support for you when you need it most.
A dedicated Cancer Case Manager will get to know your case, make sure your claims are paid quickly, speak to hospitals and specialists to gather the right information and keep you and your family informed every step of the way.
If you’ve been diagnosed with cancer and would like to find out more about this service, give us a call or send us a message via your online account.
Call +44 (0) 1892 556 242* to use this service.
With new adventure comes a whole host of new experiences and questions. You want to be as prepared as possible before you set off, and know that you have somewhere to go and someone to ask when these questions come up.
That’s why we’ve worked with experts to bring you our World of Wellbeing, a new and growing home of information and experience all in one place, to help you navigate life in a new country.
Find helpful articles and blogs about a range of topics, including;
Don’t forget that if you leave your company, you can continue your global healthcare cover on a personal plan, so there’s no gap in your cover. You’ll qualify for a continuation offer, meaning you can stay covered for your existing medical conditions, subject to the terms and conditions of your new plan.
This offer is valid for 3 months after you leave your company scheme. After this 3 month period, the option of having continuous cover can’t be guaranteed. Please note, the benefits offered by our individual plans will differ from that available on corporate plans, so you should always check your policy documentation.
Want to know more? Download one of our Company Leaver brochures to find a plan that best suits you:
Call us on +44 (0) 1892 612 080*.
**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). The service, part of our Virtual Care from AXA service., provides access to six sessions with a psychologist, per mind health concern, per policy year.
1. The Virtual Doctor service is part of our Virtual Care from AXA service. 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. 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. Nurses and counsellors are available 24 hours a day.
3. Phamacists and midwives are here from 8am to 8pm Monday to Friday, until 4pm on Saturday and until 12pm on Sunday (UK time).
4. Our Second Medical Opinion service is here for you anytime you’re unsure over a diagnosis or recommended course of treatment. It’s part of our Virtual Care offering, along with the Virtual Doctor and Mind Health services, so you might have already seen it on your plan or on the Virtual Care from AXA <app> or <portal>. Provided in partnership with Teladoc Health, the service unlocks access to a network of over 50,000 world-leading specialists and connects you to a doctor who will review your case alongside an expert. They’ll work with you to help you understand your diagnosis, make sure you know your options and support you throughout any treatment, wherever you are in the world.
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