When I contacted AXA was advised that my plan was an old one and New plans offered wider cover at a slightly reduced premium. The advisor was very thorough going through all the options. Would have... See more
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Time can be of the essence where some health conditions are concerned, and thanks to AXA time was of little concern and things moved very quickly. As a result of a combination of parties, AXA included... See more
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Everything went smoothly. Only issue was that operation code did not match the system so there was a slight delay. Hospital, staff, consultant and follow up were all excellent.
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I love the virtual lucy access and use it frequently because trying to get appointments at my own doctors is almost impossible. Recently used Axa for help with a knee issue. Scan was quickly booked,... See more
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Company details
About AXA Health
Written by the company
We are AXA’s health and wellbeing specialists
We all love to feel cared for. From steady acts of support to that feeling of being truly listened to.
We help our members access the support and healthcare they need quickly. From diagnosis and treatment, to guidance and tools that can help you manage your health every day - not just when there's a problem.
We were founded by doctors and hospitals working together to give more people better access to healthcare. In the 86 years since, we’ve grown to become part of one of the biggest insurance groups in the world.
With that comes expertise and experience in how best to support our members - and a commitment to putting their health first. Care goes beyond fast access to appointments and treatment. It's about being heard, understood and supported.
Find out more about the care that goes into our cover.
Contact info
International House, Forest Road, TN2 5FE, Tunbridge Wells, United Kingdom
- 0800 132 203
- onlineresponseteam@axahealth.co.uk
- axahealth.co.uk
4.1
Great
22K reviews
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Not impressed
I have had occasion to use the services of AXA twice in the past 6 months. Both times I was referred to a list of consultants, only to find that they are not still with AXA and some whose rates are only covered by 60%. In both cases (1- for varicose veins 2- for suspected melanoma) I was unable to find a consultant within easy reaching distance. I ended up making an appointment with a consultant who is one hour's drive away. Not impressed.
March 24, 2026
Reply from AXA Health
Good afternoon,
Thank you for taking the time to leave us your feedback. We are very sorry to hear of the level of service you have advised of. We understand you have already made a complaint, and our customer relations team who will be in touch with you regarding next steps. if there is anything further we can help with please get in touch.
Kind regards,
Lily.
It was very good while insured but…
It was very good while insured but thinking because I had started my treatment it would carry on, my husband got finished on ill health so it got stopped, my treatment got stopped too and it was no membship number no treatment quite abruptly
August 24, 2026
Reply from AXA Health
Hi, Shirley
Thank you for taking the time to leave us your feedback. We are very sorry to hear of the level of service you have experienced. All cover ends when the lead member stops working for the company or if the company’s group insurance contract ends. We will pay for covered costs under the terms of this plan when treatment takes place in a period for which the subscription has been paid. We will not pay any costs for treatment that happens outside your period of cover even if we had pre authorised it during your period of cover under the plan. Please refer to 6.1> Rights and responsibilities section in your handbook for further information. If you would like us to look into anything for you, please feel free to contact us directly at
onlineresponseteam@axahealth.co.uk
Kind Regards,
Lily.
Very efficient easy to get through to
July 14, 2026
Reply from AXA Health
Hi, Coral
We are happy to hear that you had a positive experience with our team. We appreciate you taking the time to share your feedback.
Kind regards, Jess
Reply from AXA Health
Hi, Helen
We are happy to hear that you had a positive experience with our team. We appreciate you taking the time to share your feedback.
Kind regards, Jess
Reply from AXA Health
Hi, Stu
We are happy to hear that you had a positive experience with our team. We appreciate you taking the time to share your feedback.
Kind regards, Jess
Easy to contact and very prompt on…
Easy to contact and very prompt on making a decision as to whether or not treatment can go ahead.
August 25, 2026
Reply from AXA Health
Hi, Victoria
We are happy to hear that you had a positive experience with our team. We appreciate you taking the time to share your feedback.
Kind regards, Jess
Positive experience with AXA
Response times were never too long when talking to anyone on the phone. They always listened and helped with a kind manner, resolving all my queries.
March 25, 2026
Reply from AXA Health
Hi, Caroline
We are happy to hear that you had a positive experience with our team. We appreciate you taking the time to share your feedback.
Kind regards, Jess
Reply from AXA Health
Hi, Gary
We are happy to hear that you had a positive experience with our team. We appreciate you taking the time to share your feedback.
Kind regards, Jess
Very helpful person on the phone.
July 15, 2026
Reply from AXA Health
Hi, Barre
We are happy to hear that you had a positive experience with our team. We appreciate you taking the time to share your feedback.
Kind regards, Jess
Excellent service
Excellent service, from first consultation to receiving a diagnosis a week later following an MRI scan. Good follow up as well
July 24, 2026
Reply from AXA Health
Hi, Neil
We are happy to hear that you had a positive experience with our team. We appreciate you taking the time to share your feedback.
Kind regards, Jess
Efficient service
Efficient service. Claims processed promptly and treatment arranged swiftly.
August 8, 2026
Reply from AXA Health
Hi, Patsy
We are happy to hear that you had a positive experience with our team. We appreciate you taking the time to share your feedback.
Kind regards, Jess
Reply from AXA Health
Hi, Debra
We are happy to hear that you had a positive experience with our team. We appreciate you taking the time to share your feedback.
Kind regards, Jess
Very easy to deal with and get the…
Very easy to deal with and get the appropriate appointments made efficiently. Staff are always very friendly.
August 20, 2026
Reply from AXA Health
Good afternoon,
We are happy to hear that you had a positive experience with our team. We appreciate you taking the time to share your feedback.
Kind regards, Jess
We have had a very poor experience with…
We have had a very poor experience with AXA health.
The clinic, treatment and surgery, an particularly Surgeon were all excellent.
However, the administration and service from AXA particularly at the start of the process has added unnecessary stress and uncertainty throughout.
Almost nothing has been straightforward or handled in time without our intervention.
Billing has been incorrect and at times inaccurate, causing even more stress.
We have had to chase up follow-up treatments and appointments, for authorisation that should have been provided without our intervention. We do not feel like we have a satisfactory relationship with AXA.
I still do not understand why some post operative treatments are not included or only in part, when the seem to be covered under the policy?
Our experience was so poor that when faced with a different and unrelated need for surgery we stuck with the NHS and had a far better experience.
In fairness to AXA they did recognise that they had caused unnecessary stress and difficulties early in the process and sent a hamper by way of acknowledgement. However, our experience hasn't really improved from that point.
Overall, we would not recommend this company.
March 17, 2026
Reply from AXA Health
Hi Peter,
Thank you for taking the time to leave us your feedback. We are very sorry to hear of the level of service you have experienced.
This has been raised to our customer relations team who will be in touch with you regarding next steps. If you would like us to look into anything for you, please feel free to contact us directly at
onlineresponseteam@axahealth.co.uk
Kind regards,
Lily.
Hi there the telephone conversation 's…
Hi there the telephone conversation 's were easy all explained well straight forward. No issues, my operation went well and after care good,contacting yourselves to let you know,no problem All Covered. Thanks.
June 18, 2026
Reply from AXA Health
Hi, Shane
We are happy to hear that you had a positive experience with our team. We appreciate you taking the time to share your feedback.
Kind regards, Jess
Lack of transparency regarding…
Lack of transparency regarding different types of cover sold to customers.
August 7, 2026
Reply from AXA Health
Hi, Glyn
We are sorry to hear you are unhappy with the way your complaint has been handled. As advised, the next step for you would be to contact the financial ombudsman to review the case if you remain unhappy with the decision.
Thank you for taking the time to share your experience with us.
Kind regards,
Lily.
Reply from AXA Health
Hi, Christopher
We are happy to hear that you had a positive experience with our team. We appreciate you taking the time to share your feedback.
Kind regards, Jess
Helpful and considerate.
The AXA team were helpful and considerate. When queries arose about details concerning my treatment they were able to help sort things out with paperwork and providers to my satisfaction.
August 21, 2026
Reply from AXA Health
Hi, Celia
We are happy to hear that you had a positive experience with our team. We appreciate you taking the time to share your feedback.
Kind regards,
Lily.
Fantastic
Fantastic, honest and really easy company to deal with who do exactly what they said they are going to do !!!
August 25, 2026
Reply from AXA Health
Hi, James
We are happy to hear that you had a positive experience with our team. We appreciate you taking the time to share your feedback.
Kind regards,
Lily.
Didn’t like a customer service rep who…
Didn’t like a customer service rep who I’m pretty sure I came across last year. On both occasions, I found his tone patronising and he lacked empathy. I was given an authorisation code for my claim and then was sent an email saying Ada needed more information. All after I had made appointments. You don’t need this when you’re feeling unwell and vulnerable.
August 25, 2026
Reply from AXA Health
Hi Donnella,
Thank you for taking the time to leave us your feedback. We are very sorry to hear of the level of service you have experienced. This has been raised to our customer relations team who will be in touch with you regarding next steps.
If you would like us to look into anything for you, please feel free to contact us directly at
onlineresponseteam@axahealth.co.uk
Kind regards,
Lily.
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