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
Company replied
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Review summary
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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
Asks customers to review
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In safe hands
I have used AXA Health twice before and they have always been efficient and helpful.
July 3, 2026
Reply from AXA Health
Good morning,
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
Awful response times
AXA Health used to be great but recent turn around times have become appalling. I have to chase by phone as messages go weeks over estimated response time in the portal. It is such a shame,.
August 19, 2026
Unprompted review
Reply from AXA Health
Hi, Lara
We are sorry to hear you have been left feeling this way. If you would like us to look into anything further for you, please contact us directly at onlineresponseteam@axahealth.co.uk
Kind regards, Jess
Reply from AXA Health
Hi, Katherine
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 , prompt phone answering amd understanding of what I needed, answered all my questions and prompt approval
August 10, 2026
Reply from AXA Health
Hi, Alison
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
Never let us down and I’ve used the…
Never let us down and I’ve used the service a number of times now as have my son and daughter.
August 19, 2026
Reply from AXA Health
Hi, Lynne
We are happy to hear that you and your family have had positive experiences with us, we appreciate you taking the time to share your feedback.
Kind regards, Jess
Poor service
Poor service. Rang for next level up renewal which will start 30/9/26. I was told I will have to pay £500 on 2/9/26 because ice rang early. Assistant would not listen I’ve rang early to schedule renewal from when current one ends.
August 19, 2026
Reply from AXA Health
Good morning,
Thank you for taking the time to provide your feedback. Your complaint has been logged and our customer relations team will be in touch within 5 working days with the next steps.
Kind regards,
Jess
Reply from AXA Health
Hi, Ann
Thank you for taking the time to leave us your kind review. We are happy to hear your claim process has been quick and positive for you.
Kind regards,
Lily.
Talking to an advisor is a difficult as they are "busy" and "a large volume of callers" line recording hearing.
thank axa team for your reply.
Talking to an advisor is a difficult as have to hold on for an hour or more and email is easier but the response could come after 24 hours or more/less
depending how many are working or not. In an emergency situation it is not easy and all authorisation etc has to been in advance other wise not good,
June 9, 2026
Reply from AXA Health
Good afternoon,
Thank you for taking the time to leave us your review. Reducing waiting times for members has been a priority for us for quite some time. We have made huge strides to addressing this and should you need us again, we are confident you will experience this.
Kind regards,
Lily.
AXA Health
I usually contact AXA through their portal but have also contacted them via telephone. Both responses are quick and helpful.
I've given permission for AXA to have contact with my doctors so if clarification is needed, AXA make contact directly with them which is beneficial and it means there is no back and forth.
Overall my experience with AXA and their support has been great. Many thanks.
August 19, 2026
Reply from AXA Health
Hi, Zoe
We are happy to hear you have had an easy and positive journey with us. Thank you for leaving us your kind review.
Kind regards,
Lily.
AXA have made a complicated situation…
AXA have made a complicated situation less complicated. Very easy to deal with and response time is great.
August 19, 2026
Reply from AXA Health
Hi, Sarah
We are happy to hear you have had an easy and positive journey with us. Thank you for leaving us your kind review.
Kind regards,
Lily.
You promised an amount of treatment and…
You promised an amount of treatment and then did not fulfil your promise. So I had to pay for some myself. Otherwise it would have been 5 out of 5 !!
August 3, 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 this is being investigated for you. The Financial Conduct Authority allow regulated firms up to 8 weeks to respond to your complaint in writing, but we always aim to do so sooner. Please be assured our Customer Relations team will look into the points you have raised and come back to you with their final decision.
Kind regards,
Lily.
Eventually the claim was paid in full…
Eventually the claim was paid in full minus the excess. It just seemed the process stalled in the middle and I had to make a few phone calls to get it going again
July 22, 2026
Reply from AXA Health
Hi, Michael
Thank you for taking the time to leave us your feedback. Unfortunately i wasn't able to reach you by phone so i have sent you a message to your online portal. We are very sorry to hear of the level of service you have experienced. 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.
Poor performance
When I wanted to arrange a consultation, I could not get AXA to respond to my request after 3 months of waiting after I provided all the information they requested
May 13, 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 this is being investigated for you. The Financial Conduct Authority allow regulated firms up to 8 weeks to respond to your complaint in writing, but we always aim to do so sooner. Please be assured our Customer Relations team will look into the points you have raised and come back to you with their final decision.
Kind regards,
Lily.
AXA Health team haGreat Health company to have on your side.ve been very helpful…
AXA Health team have been very helpful and professional throughout. They have also demonstrated a great deal of care. The company has also been generally very good resolving my claims with little additional input from me. Great Health company to have on your side.
August 19, 2026
Reply from AXA Health
Hi, Bas
Thank you for sharing your good experience. We are happy to hear that you have had consistently great service with us.
Kind regards,
Lily.
I informed AXA about a possible medical…
I informed AXA about a possible medical negligence
They were prompt with good advice and understanding.
Kept in touch with me
I felt supported
Thank you
August 12, 2026
Reply from AXA Health
Hi
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
Dan
General Claim process was good
General Claim process was good. Although many double checks had to be carried out before approval given.
Will be interesting to see how policy premium is reviewed at end of year, and if it remains a 5 stars.
August 14, 2026
Reply from AXA Health
Hi Paul
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
Dan
From start to finish nothing was to…
From start to finish nothing was to much trouble. I can’t praise them enough
March 10, 2026
Reply from AXA Health
Hi Jason
Thank you for sharing your good experience. We are happy to hear that you have had consistently great service with us.
Kind regards
Dan
Easy as peas
Polite, courteous and attentive staff who want to help; easy as peas so far and really pleased - happy days.
August 4, 2026
Reply from AXA Health
Hi
We are happy to hear you have had an easy and positive journey with us. Thank you for leaving us your kind review.
Kind regards
Dan
My experience with AXA has been extremely disappointing
My experience with AXA has been uniquely poor. I have dealt with many insurers; none matched this level of inconsistency and disregard for the customer.
During the mandatory three-month waiting period, I suffered a dental emergency. Before proceeding, I contacted AXA and was explicitly told I could submit a claim. I relied on that assurance, received treatment, and filed the claim—only for it to be rejected on the very ground I had clarified in advance.
What followed was a cycle of delay and deflection: repeated requests for additional information, each time complied with promptly by my dentist, only to be met with further demands and, ultimately, rejection. The process felt less like assessment and more like obstruction.
Even routine claims proved unpredictable. A hygienist claim was initially denied, then “miraculously” approved upon resubmission—raising serious questions about consistency and internal standards.
After paying £395.47 for annual cover (Dec 2025), and leaving in April 2026, I received only £138.68 back. The financial imbalance is striking, but more troubling is the experience itself: AXA was efficient at taking payment, yet ineffective—and at times misleading—when it came to delivering service.
I left with a clear conclusion: this is an insurer that prioritises revenue over responsibility.
April 20, 2026
Unprompted review
Reply from AXA Health
Hi, Raphael
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. 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 helpful dialogue with AXA staff…
Very helpful dialogue with AXA staff and very smooth process to get claims approved and paid
July 7, 2026
Reply from AXA Health
Hi Mark
We are happy to hear you have had an easy and positive journey with us. Thank you for leaving us your kind review.
Kind regards
Dan
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