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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My question was quickly answered and…
My question was quickly answered and treatment approved by a very pleasant person
28 July 2026
Reply from AXA Health
Hi, Norwich
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.
Reply from AXA Health
Hi, Dave
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. Unfortunately i wasn't able to reach you by phone so i have sent you a message to your online portal. 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.
I am enrolled through corporate cover…
I am enrolled through corporate cover snd everytime the process was speddy along with consultations etc
18 August 2026
Reply from AXA Health
Hi, Abubakr
Thank you for sharing your good experience. We are happy to hear that you have had consistently great service with us.
Kind regards,
Lily.
Excellent care and pre and post surgery.
30 April 2026
Reply from AXA Health
Hi, Stephen
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, David
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.
Time can be of the essence
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, I'm still here to talk about it. Smooth, efficient, reliable.
4 July 2026
Reply from AXA Health
Hi, James
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.
Service has been fast and efficient
Service has been fast, straightforward and I've had easy access to records and documents throughout. Decisions were clear and made quickly.
17 August 2026
Reply from AXA Health
Hi, Amie
Thank you for sharing your good experience. We are happy to hear that you have had consistently great service with us.
Kind regards,
Lily.
Would i stay with private health!
Listen as its all done without the personal touch. I wonder if its worth being in private health
18 August 2026
Reply from AXA Health
Good afternoon,
Thank you for taking the time to speak with us today, as discussed this has been raised to our customer relations team who will be in touch with you regarding next steps.
Kind regards,
Lily.
I am impressed with AXA Healthcare
I am impressed with AXA Healthcare for various reasons. There is good response on the telephone and the website is comprehensive and well designed.
perhaps there is just too much and repetitive on line correspondemcce.
6 August 2026
Reply from AXA Health
Hi, Martyn
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, Douglas
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, Tony
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.
Once I got my head around the process…
Once I got my head around the process and after a few calls to some very helpful and knowledgeable call handlers I have finally managed to get permission for medical appointments online. This is more convenient though will probably take 24 to 48 hours for a reply.
18 August 2026
Reply from AXA Health
Hi, Joanne
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.
Difficult to make claims especially for toddlers
I have Axa insurance via my employer and I pay extra to cover my partner and child.
Tried to get an appointment with a paediatrician for my toddler for a concern related to meeting development milestones, with a referral from the GP. Axa said unless it’s an illness/disease it’s not covered! What’s the point of paying for insurance if it’s so hard to make a claim!
17 August 2026
Unprompted review
Reply from AXA Health
Hi, Vipin
Thank you for leaving us your feedback. Unfortunately, in some cases, the treatment you are referred for may not be eligible under your plan as although it might be required medically, the policy rules do still exist alongside this. If you are in any doubt, please call your claims team and they can explain to you any reasons behind not covering tests or treatment.
if you would like us to look into anything further for you, please feel free to contact us directly at onlineresponseteam@axahealth.co.uk
Kind regards,
Lily.
First class care from start to finish.
29 June 2026
Reply from AXA Health
Hi, James
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.
No hassles
I found the whole process very easy to navigate, and booking my own time and consultant was way above my expectations.
17 June 2026
Reply from AXA Health
Hi, Billy
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.
Stressful Experience Dealing with AXA
AXA paid for the treatments for my Hernia Operation, though just because my policy went over to the next year, I had to pay twice the excess fee! I had to organise everything, AXA did nothing other than tell me what specialist to use (though some of the names didn't exist!). The responses from AXA were very formal and not personal. It was sometimes very frustrating dealing with AXA. It was difficult to speak to AXA so I had to use web chat and messages. I'm happy now I have had my operation, but it was a stressful period getting to the operation from the original Ultrasound booking.
17 August 2026
Reply from AXA Health
Hi, Christopher
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.
Fabulous Farry
I spoke with a woman I believe was called Farry on the mental health line, and I wanted to share how much her support meant. She was incredibly kind, patient, and reassuring throughout the call. She used light humour, including chatting about crocheting which made a difficult conversation feel so much easier to get through. Her warmth and approach genuinely made a tough moment lighter.
17 August 2026
Unprompted review
Reply from AXA Health
Hi, Ellie
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.
Straightforward and unhurried
The process of changing from my previous provider to AXA was straightforward and unhurried
30 July 2026
Reply from AXA Health
Hi, Ian
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.
I do not recommend AXA
For clarity of feedback below: I have Gold level health insurance with AXA for 4 years now. Over this period of time I have formed an opinion based on my experience as well as my family members':
- Long wait for authorisations: they put you on hold for 20 min and believe that this is normal waiting time.
- AXA does not authorise any treatment for conditions that were discovered under the previous year's cover. So basically, for any condition you acquired, after initial consultation and some tests they send you off to NHS.
- All clinics where they send you for tests are located in the outskirts of London, in the middle of nowhere.
So, if I had a choice of an insurance company (I do not as it is my employer that chooses) I would NEVER choose AXA and wouldn't recommend to anyone.
15 May 2026
Reply from AXA Health
Hi, Maria
Thank you for taking the time to leave us your review. Unfortunately, in some cases, the treatment you are referred for may not be eligible under your plan as although it might be required medically, the policy rules do still exist alongside this. If you are in any doubt, please call your claims team and they can explain to you any reasons behind not covering tests or treatment.
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.
if you would like us to look into anything further for you, please feel free to contact us directly at onlineresponseteam@axahealth.co.uk
Kind regards,
Lily.
Very disappointing experience
Very disappointing experience. AXA appears to do everything possible to avoid paying out on legitimate claims. I would not recommend their services.
17 August 2026
Reply from AXA Health
Hi, Kristina
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.
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