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AXA Health Insurance Review

AXA is one of the main health insurance providers in the UK, having protected the health of millions for 85 years. Many more health insurance providers have established themselves since, but AXA remains a firm favourite with UK consumers.

AXA Health provides some brilliant benefits to their members, as well as access to more than 34,000 specialists across the UK. Health insurance is designed to protect you and help to cover the cost of the best medical care if you become ill.

About AXA Health

AXA began providing health insurance in the UK back in 1938, under the name the London Association for Hospital Services. This scheme was originally only for residents of London who were high earners wanting access to the best medical treatment.

They have expanded hugely since then and rebranded several times before being bought by the AXA Group and becoming AXA PPP Healthcare in 1999. They later shortened this to simply AXA Health in 2020 after combining with Health-on-Line and AXA ICAS Limited.

About AXA UK health insurance

AXA private health insurance (also known as AXA personal health insurance) is designed to help you find the best specialists and medical care to protect your health. These policies can be referred to as AXA PPP private health insurance or AXA PPP health insurance in the policy documents.

AXA offers several different policies with the option to add on extra benefits or remove benefits to suit your budget.

If you’re looking for rewards and benefits from your provider, AXA has this covered too. AXA members receive benefits including FREE 24/7 online GP services plus up to 40% discounts on gym memberships to improve your health and lifestyle.

As an additional feature, AXA’s website has an Ask An Expert section for anyone who has questions about their health. This provides clear information and support from qualified professionals like nurses and counsellors and midwives and pharmacists. This service is available to non AXA members as well and you should receive advice via email within 24 hours.

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AXA is a well established insurance brand in the UK and it can be reassuring to choose a larger brand with a solid reputation. AXA also offers a great range of features in their core cover including some brilliant rewards and benefits for their members.

Some key features of AXA health insurance are:

  • Free New-born cover (if you have a baby before your next policy renewal)
  • Up to 40% gym membership discounts with Hussle and Nuffield Health
  • Access to more than 34,000 specialists across the country
  • Top quality cover for you, your family or your business
  • Comprehensive cancer support (including treatment/drugs not available on the NHS)
  • Option to choose immediate access or 6 week plan (use NHS services for 6 weeks)
  • NO yearly limit for specialist fees or outpatient surgeries

AXA health insurance will cover you for medical treatment with a specialist following a diagnosis from your GP. This gives you access to the best specialists to treat your medical issue and often much quicker than you would receive treatment on the NHS.

AXA plans work by having one level of ‘core’ cover which you can then adjust to best suit your own situation. For example, you can choose to have one of two options when you apply:

  1. Immediate access: This is exactly what it sounds like, and you would immediately get access to AXA specialists for your health issue (once you have been diagnosed)
  2. 6 week option: This is a more cost-effective option and means you will need to use NHS services if they can treat you within 6 weeks of diagnosis

AXA family health insurance begins with a personal health insurance plan. You can then add on additional benefits to protect your whole family to give you some peace of mind.

AXA health insurance: What is covered?

Type of CoverAXA Private Medical Insurance
Available policiesAXA Personal health insurance
What is covered?AXA health insurance covers you for:  

Any charges for private hospital and day patient units (in patient and day patient)
Specialist fees (NO yearly limit)
Cancer treatments (in patient and day patient)
Hospital accommodation benefit (full cover when a child under 16 receives treatment)
£100 per night for a parent to stay in a nearby hotel when a child under 16 receives treatment (up to £500 maximum)
NO yearly limit for surgery (outpatient) CT, MRI and PET scans at an approved hospital or scanning station (following a specialist referral)
Up to £750 towards additional therapies e.g. acupuncture or physiotherapy
Up to £300 for nurse or care assistant services in the 90 days following discharge from hospital
IV chemotherapy or antibiotics administered by a nurse at home for cancer patients
24/7 health and wellbeing helplines
Working Body (members over 18 can self refer to a physiotherapist for muscle, bone or joint pain)
What is not covered?AXA health insurance policies will not cover you for:  

Treatment of conditions or symptoms you had before joining AXA
Treatment of chronic (ongoing) medical conditions or recurring conditions
Pregnancy and childbirth
Dental cover
Fees for services normally carried out by a GP, dentists or opticians  

There are also certain restrictions for cover that are further detailed in the policy terms and conditions.
Policy termYour policy term will be 1 year from the date you buy your plan (unless agreed otherwise with AXA).  
After this you can choose to renew your policy.
Where am I covered?All plans will cover you for private medical treatment within the UK.  
Certain plans may also cover you for planned private treatment outside of the UK (Cover Level 1)
Increasing cover option included?You can add on additional benefits to increase your level of cover.
Decreasing cover option included?You may opt for reduced cover such as ‘NHS Cancer Cover’, where if you are diagnosed with cancer your treatment will be through the NHS.  
This can help to reduce costs if worried about budget.
Premium options (when do I pay?)You can pay monthly or annually for your policy. You must pay by Direct Debit if you choose monthly payments.  
If you choose yearly payments, you can pay by Direct Debit, credit card, cheque or bank transfer.

Requirements for AXA health insurance

When you apply for health insurance with AXA, they will require you to:

  • Always pay your premiums on time
  • Pay any excesses associated with your policy when you claim
  • Inform AXA if any of your personal details change e.g. your name or address
  • Inform AXA of any changes to your health between applying for cover and your policy starting
  • Call AXA to check any claim is covered under the terms and conditions of your plan
Well known and trusted insurance providerPre-existing and chronic (ongoing) medical conditions won’t be covered
Range of good benefits included with core coverCan be hard to understand all your options for cover and benefits without expert advice
Option to reduce cover if needed to help cut costsMost plans will only pay for treatment following a diagnosis from your own GP

As well as personal insurance policies, AXA also works hard to protect businesses. AXA is well known for their business health insurance policies, which employers often use as an attractive employee benefit.

Health insurance can be a great additional benefit to offer to workers to help improve employee retention and as a bonus to attract new staff members. AXA offers two business health insurance policies:

  1. AXA small business health insurance
  2. AXA corporate health insurance

You can choose the policy that works best for the size of your business and how much you want to spend. Both policy types include some brilliant rewards for your employees such as gym discounts and 24/7 online GP services.

How much does AXA health insurance cost?

AXA health insurance prices will vary depending on each person who applies. This is because AXA will consider factors like:

  • Your age
  • Where you live
  • If you want any additional cover
  • Amount of excess to pay

There are a few quick and easy ways to reduce the cost of your policy if you want to save some money. You can opt for the basic core cover without add ons and you can even reduce cover e.g. choosing NHS Cancer Cover or choosing not to have full out patient cover.

Another way to cut costs is by choosing AXA’s ‘guided option’. This means that rather than choosing from your full hospital list, AXA will instead give you a list of up to 3 recommended specialists when you claim.

AXA has a no claims discount scheme too. This scheme means if you haven’t claimed for years you can benefit from up to 80% discount on your premiums.

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by Elizabeth Turner-Long - 9th August 2023

YES – it is possible to buy AXA health insurance if you already have medical conditions. It is important to be aware that AXA won’t cover treatment of conditions or symptoms you had before you bought your policy.

AXA health insurance contact numbers

To contact AXA health insurance about your policy, these are the main contact details you will need. There are a couple of numbers available to call AXA health insurance. The one you need will depend on where you bought your policy.

Telephone (AXA Health Plan) – 0800 302 9133

Opening hours – 8.00am – 8.00pm Monday to Friday / 9.00am – 5.00pm Saturday

Telephone (Health-on-Line Plans) – 01202 544 444

Opening hours – 8.00am – 6.00pm Monday to Friday

How to claim on AXA health insurance

Below we have all the steps you need to take to submit an AXA health insurance claim:

  1. Visit your GP about your symptoms and ask for an open referral after the ‘primary care’ stage of your treatment (after an initial diagnosis)
  2. Contact AXA who will explain if you are covered for the treatment you need. They will use their Fast Track appointment service to arrange an appointment with a specialist
  3. Attend your appointment and have your treatment
  4. AXA will contact the healthcare provider and pay for your bill
  5. If you need additional treatment, contact AXA to arrange your next appointment

AXA health insurance hospital lists

AXA will have a set list of hospitals which they will approve for your treatment when you claim. This is referred to as AXA’s Directory of Hospitals.

This gives you a full breakdown of every hospital, scanning centre or specialist that is approved by AXA. You should have more information about any restrictions to which hospitals you can choose in your policy documents.

How to cancel AXA health insurance UK

If you need to cancel your AXA health insurance policy, there are a few important things you need to know.

  1. You can cancel your policy at any time and for any reason
  2. You can only cancel over the phone or via post (you can’t cancel online)
  3. If you are covered through your workplace, you will need to speak to your employer about cancelling your cover

If you cancel within the initial 14 day ‘cooling off’ period, any money you have already paid will be refunded (if you haven’t claimed). After this:

  • You can cancel from your next monthly payment date (but won’t be refunded if you pay monthly)
  • If you pay annually, you will receive a partial refund based on the number of months left in your policy. A £20 admin fee will be deducted and the cost for any claims that year.

AXA health insurance contact number UK (cancellations)

Telephone – 0800 454 080

Opening hours – 8.00am – 8.00pm Monday to Friday / 9.00am – 5.00pm Saturdays and Bank Holidays

You can also write to AXA to cancel your policy at:

AXA PPP Healthcare,

Philips House,

Crescent Road,

Tunbridge Wells,


How to complain about AXA health insurance

You are always within your rights to submit a complaint if you are unhappy with your health insurance provider. If you feel like you have been badly treated or mis sold by AXA, they have a full complaints procedure in place.

Simply contact them at the below details and explain your complaint and how you would like it to be resolved. They will get back to you immediately if they can and if not, you should hear back within 5 working days. AXA aims to resolve all complaints within 8 weeks with constant updates about your complaint’s progress.

When you complain, AXA will want to know:

  • Your name and AXA membership number
  • Any information you think is relevant to your complaint
  • Your contact phone number

AXA complaints contact details

Telephone (personal health insurance or small business cover) – 0800 068 2479

Telephone (larger corporate health cover policies) – 0800 068 2494

Email (via AXA Member Online)AXA health insurance – Login


AXA Health,

Philips House,

Crescent Road,

Tunbridge Wells,



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Making a complaint to the Financial Ombudsman Service

The Financial Ombudsman Service (FOS) is an impartial and free service for financial services customers in the UK. This service can be used to settle any disputes between life insurance companies and their customers in the United Kingdom. If they feel that you have suffered any financial loss as a result of your life insurance policy, then they may rule for compensation to be awarded.

Telephone – 0800 023 4567 (or 0300 123 9123)

Telephone (outside the UK) – 0207 964 0500

Access to the latest specialist cancer treatments – AXA includes comprehensive cancer cover in their plans which gives you access to the latest approved drugs and treatments that you are eligible for. AXA will also cover costs for things such as prosthesis (up to £5,000) or wigs (up to £400) when undergoing treatment to remove cancerous cells.

40% off Hussle multi-gym memberships – You get 40% off Hussle Monthly+ passes if you buy health insurance through AXA. This gives you access to more than 2,000 gyms across the UK including gym, pool and spa facilities.

40% off Nuffield Health gym memberships – You get 40% off a membership to Nuffield health with 114 gyms nationwide, 100s of classes and Les Mills spas. Or if you don’t have time to get down to the gym, you can get 24/7 online workout access for just £4.19 per month instead.

FREE New-born cover – If you have a new child before your policy renews, you will have FREE cover for your new-born until your policy renewal date

FREE Access to AXA Doctor at Hand (online GP service) – AXA provides access to online 24/7 GP support and appointments over the phone or via video call. This gives you the medical support you need without having to try and fit into your GP’s busy schedule.

Cover for 6 sessions of speech therapy for children under 14 – If your child has had a delay in development, AXA will pay for 6 sessions of specialist speech therapy per year

£50 per night NHS Cash Benefit – AXA will pay you £50 for each night you have NHS in-patient medical treatment (up to £2,000 maximum)

Optional benefits of AXA health insurance

Travel cover options – You can add on additional benefits to help cover you medically while on holiday including options such as adventure sports cover

Mental health option – You can choose to add enhanced mental health cover to your policy which includes unlimited psychiatric treatment (in patient or day patient) and specialist consultation/cognitive behavioural therapy (out patient)

AXA health insurance reviews (TrustPilot)

Like most other insurance providers, AXA collects their customer reviews on TrustPilot. Viewing their TrustPilot page can help to give you an idea of other customer’s experiences with AXA and how people feel about AXA’s products and services.

AXA Health (TrustPilot score) – 4.1 out of 5.0 stars (as of 29/08/23)

Other policies sold by AXA

AXA is well known for health insurance but does sell a range of other policies you may find useful. This includes:

What does AXA health care cover?AXA health insurance policies will cover you for medical issues that occur after your policy is in place.
Are AXA and Bupa the same?NO – Though the products will be similar AXA and Bupa are two different providers.  
Each has their own pros and cons, so Bupa may be a better choice for some people. It is a good idea to do some research to make sure you’re happy with the provider you choose.
How much is AXA health insurance?The cost of AXA health insurance can differ from person to person. AXA decides the price you will pay based on:  

Where you live
Type of policy
Any additional benefits

It’s worth doing some research before you buy health insurance to make sure you are happy with the provider you choose. If you think AXA is the right choice for you, you have a couple of options for buying your policy.

You can apply through AXA for your policy, or you can apply with the help of a health insurance expert. Our health insurance experts can help you quickly compare AXA health insurance quotes with other prices on the market, to ensure you get the best price for your health cover.

Note: You can’t get an online quote for AXA corporate health insurance. You would need to submit an enquiry via a health insurance broker or request a call back from AXA.

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