I really find it difficult to navigate around the website. Don't know whether to go into Inbox or Notifications and even when things are read - it still shows the number as unread???? The little numb... See more
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Review summary
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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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I've been pleased with the service and support from Axa - they provide enough people on the phone line that there is little waiting time. There are the usual messages about "you can do this on the web... See more
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Customer Service and replies to emails and claims is really quick and I have had no issues. Just my medical journey has been long and ongoing and because the private consultants are busy you do have... 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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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.
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.
19 August 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
12 August 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.
14 August 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
10 March 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.
4 August 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.
20 April 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
7 July 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
The website is not easy to navigate…
The website is not easy to navigate around. However, when i call in i always get the help i need. The rating reflects the website
18 August 2026
Reply from AXA Health
Hi Ann,
Thank you for your feedback. We are constantly updating the way in which our online system operates so feedback like this is important to us and will be used to improve the overall performance and usability of our online platform. In the meantime, if there's anything else you'd like us to look into for you please feel free to contact us via onlineresponseteam@axahealth.co.uk.
Kind regards,
Lily.
A year is a year ,use it or loose it.
The physio I was approved stopped when the membership year stopped.I was not aware and would have used it earlier if I had known.Therefore I had to pay for the treatment even though my membership was renewed for the new membership year.
1 June 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.
I find AXAHealth employees to be…
I find AXAHealth employees to be helpful and knowledgable.
17 August 2026
Reply from AXA Health
Hi Richard
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
Absolutely horrendous
Absolutely horrendous. AXA is the worst health care provider ever.
A few weeks ago, I started having symptoms that I'm trying to see a specialist for. Instead of a doctor, they only let you speak to a physio. The AXA physio says I need a blood test. Blood test requires GP approval. So I speak to an AXA approved GP. GP says I need to see a specialist. AXA says this has to be approved by the NHS GP I have not seen in over two years. You can't make this up. 3 weeks of constant pain with hardly any sleep, and counting...
11 August 2026
Unprompted review
Reply from AXA Health
Hi, Christiane
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.
AXA were there for me when I needed…
AXA were there for me when I needed them and the lady on the phone was helpful, calm and professional.
25 June 2026
Reply from AXA Health
Hi Jen
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
Re Reference EIZ2748
Re Reference EIZ2748 involving treatment by Prof. Powell at the Nuffield Guildford Axa PPP were willing to cover removal of a small unwelcome growth on my left ear, and explained that they would not cover his full fee, leaving me with a balance payment which they explained and which I have paid.
29 July 2026
Reply from AXA Health
Hi, Alan
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.
Reply from AXA Health
Hi Jane
Thank you for sharing your good experience. We are happy to hear that you have had consistently great service with us.
Kind regards
Dan
Excellent service no hassle no fuss…
Excellent service no hassle no fuss just get yourself better
7 August 2026
Reply from AXA Health
Hi Kathryn
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
Use an adviser rather than online
Once we spoke to an advisor in person it was a seamless experience. Kind, caring & efficient.
Unlike the online one which was stressful & very hard to manoeuvre
5 May 2026
Reply from AXA Health
Hi Craig,
Thank you for your feedback. We are constantly updating the way in which our online system operates so feedback like this is important to us and will be used to improve the overall performance and usability of our online platform. In the meantime, if there's anything else you'd like us to look into for you please feel free to contact us via onlineresponseteam@axahealth.co.uk.
Kind regards,
Lily.
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