AXA Health Reviews 

Generally excellent but could improve on hospital selection a bit closer to home address of claimant. Paying the excess was also challenging

I spoke at length today with SAMUEL THOMAS and wanted to publicly say how happy I am with the guidance and service that I received Sam was knowledgeable, friendly, professional and helpful and he made me feel like a valued customer. I have been a customer of AXA health since 1999. Sam assisted me with my enquiry and I am very happy with the outcome.

I have found it very frustrating when I owe for a treatment or investigation (ie excess) or for a proportion of a bill, that they refuse to send an invoice detailing exactly what the payment is for. It is all very vague and there is no way of confirming if that amount of money is actually owed by me.
PLEASE send a copy of the actual invoice not just a demand for payment!
Problems during June and July ‘26

Good service

Staff member I spoke to was very pleasant and helpful.

Excellent service, and you can speak yo a human being.

The staff was very helpful ans knowledgeble. They have been able to deal.with my matter swiftly which made it less stressful.

Quick, friendly service from Axa

Once you get through the confusing website, the assistance and support given is excellent.

The communication, speed and outcome were all first class

Despite all the money I pay in premiums each month, the processes are confusing and frequently I have to phone them up to unravel the complexities for them. Their processes are designed for their benefit, they do not seem to have the customer experience in mind at all.

My overall experience has been very disappointing. The biggest issue is the lack of clear communication about what is and isn’t covered. I often end up paying extra because the information provided is unclear or incomplete.

Customer support is also extremely slow. I’ve had to wait one or even two weeks for replies, which is unacceptable when you’re trying to resolve healthcare-related issues.

On top of that, the GP system doesn’t work well and the integration with AXA seems poorly managed. It often feels like the different services aren’t properly connected, making the whole process frustrating and time-consuming.

Overall, I’m very dissatisfied with the service and wouldn’t recommend it unless there are significant improvements in communication, response times, and system integration.

Very friendly and professional staff with very good knowledge. Experienced a delay with admin from GP which AXA staff then managed to sort so I could start physio. Overall a good experience.

Prompt and positive responses. Easy upload of invoices/receipts for payment.
Renewed Corporate Health Plan with Private Health Plan

Communication terrible

The staff member who explained the plan to me was genuinely kind, patient, and understanding. They took the time to listen to my situation and helped tailor the plan to suit my needs perfectly. The entire process was smooth, professional, and reassuring. Based on my experience, I would highly recommend AXA for anyone looking for health insurance.

Customer service was very good

It takes a while to get to grips with the various procedures when engaged in a claim with AXA. Essentially the onus is upon you, the client, to liaise with AXA, the ‘Lucy’ Portal and your providers. Be alert to the fact that you must communicate with these elements regularly and in particular verify all ‘procedure codes’ at every stage of your treatment. Failure to be vigilant in this regard can lead you to being out of pocket. Be particularly wary of falling into the ‘60/40%’ trap where the use of some providers may result in you incurring 40% of costs! AXA will send you invoices which will show they have paid or that you must pay and they don’t always get it right. I have contested two payments and on both occasions been vindicated. My concern is that all of this is fairly manageable if your condition is not one that impacts on your mental well being or neurological state; if it does the whole process might well prove to be very irksome and stressful.

On the positive side I would say that most of the time when you call AXA the response is prompt and the agents are very kind and sympathetic human beings, who go out of their way to provide clear, helpful and accurate information and do their utmost to offer reassurance. Overall it is a good deal but does involve negotiating digital red tape!