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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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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Brilliant service
Brilliant service. Quick and easy to get what is needed and they are very thorough. I'm very happy.
19 August 2026
Reply from AXA Health
Hi, Lauren
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
Talked to an advisor yesterday re my…
Talked to an advisor yesterday re my claim and she was pleasant kind and professional first class service
19 August 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
Reply from AXA Health
Hi, Gabriel
We are happy to hear that you had a positive experience with us and appreciate you taking the time to share your feedback.
Kind regards, Jess
Reply from AXA Health
Hi, Marisa
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
Long and lengthy process
It was a lengthy process to get physio advice. Whilst I understand the concept of telephone consultations it does not replace the face to face element. I decided to attend a physio face to face and paid for this personally without making a claim. The hands on treatment improved my pain after only 2 sessions. Whilst the cost was under my policy excess there had been a claim previously on the policy therefore my treatment would have been paid by AXA. However it was taking too long to get to the point where they approved physio therefore I was left with no alternative but to arrange it myself.
8 June 2026
Reply from AXA Health
Hi, Barbara
We are sorry for the issues you have experienced. We have tried calling you today to explain the process but were unfortunately unable to reach you.
We have sent a message to your online portal with further information.
Kind regards,
Jess
Just canceled
Just canceled. Have been with AXA for two years and never able to get hold of a GP. If your problem doesn’t fall into one of their boxes? Tough luck!!
20 August 2026
Unprompted review
Reply from AXA Health
Hi, Alexander
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
Prompt attention to confirming…
Prompt attention to confirming appointment arrangements and clarification of cover
13 August 2026
Reply from AXA Health
Hi, Michale
We are happy to hear that you had a positive experience and we appreciate you taking the time to share your feedback.
Kind regards, Jess
In safe hands
I have used AXA Health twice before and they have always been efficient and helpful.
3 July 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,.
19 August 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
10 August 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.
19 August 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.
19 August 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,
9 June 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.
19 August 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.
19 August 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 !!
3 August 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
22 July 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
13 May 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.
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