AXA Health Contact Us

I’m a member of a large business scheme usually a business with more than 250 employees I’m a member of a small-medium business plan usually a business with fewer than 250 employees including sole traders I’m a personal member or someone pays on my behalf I’m not a member but I need to contact you

How can we help you today?

Log in to your online account Start a live chat Muscles, bones and joints help Accessibility needs I'd like to make a complaint

Log in to your online account

This is where you can find out everything you need to know about making the most of your health and wellbeing benefits from AXA Health, including details on how to access them.​

You'll be able to start a claim, view your handbook, update your personal details.

Start a live chat

Talk to a live chat agent, where you can get started with accessing treatment, check your benefits or a claim, or ask us a question.

Live chat agents are available: Monday to Friday 8am – 8pm and Saturday 9am – 5pm.

If you have a question about claiming, you may find what you are looking for on our guide to making a claim and accessing treatment page.

Muscles, bones and joints

Get the help you need; we’ve made sure you can speak to an expert fast and without a GP referral.

Please check your employer has selected the muscles, bones and joints digital service by referring to the Working Body or muscles, bones and joints service section, which you can find in your online account

Here’s how to get started:

• This service is available to members aged 18 and over.​
• We’re working with HBSUK, specialists in consultant-led digital services for muscles, bones and joint care, on their Virtual Lucy platform. So you'll see these names when you use the service. When you book your first appointment, you'll be asked to set up an account. To do this, you’ll need your membership number and email address.​
• Fill in a few details about your symptoms, and you’ll be offered an appointment with a physiotherapist, an advanced physiotherapist or specialist, based on the information you give. ​
• Select a video or phone appointment at a time that suits you. Appointments are available Monday to Friday 8am to 8pm. They’ll talk through your symptoms, assess you and work out what could be wrong.
• They’ll then guide you to the next steps – that could be self-help exercises at home, or further treatment (1) .

Did you know you can access the muscles, bones and joints service direct from your Online Account?

_{1. You'll need the appropriate benefits for any face-to-face consultations, tests or treatment and any benefit limits or contribution you normally make towards treatment costs each year will apply. We recommend you contact us before arranging any tests or face-to-face treatment so we can check your membership will cover the cost.​}

Accessibility needs

It’s important to us that everyone can access our services. ​ ​

If you’re experiencing difficulties with our website, documents or any of our services find out more on how we can help with adjusting font and text size, hearing and speech and the BSL interpreting service.

I’d like to make a complaint

Tell us about a problem or complaint ​ ​

We want to provide our members with the best service, but sometimes we know things can go wrong. If you've had a bad experience, please let us know, so we can learn and put things right. ​

Online account

Log in to your online account and then 'contact us' and select 'make a complaint'​ ​

Live chat

Speak to one of our live chat agents, live chat is available: Monday to Friday 8am – 8pm and Saturday 9am – 5pm.​ ​

Phone ​

​Lines are open Monday to Friday 8am – 8pm and Saturday 9am – 5pm.

​Write to us

Customer Relations Team​, AXA Health, ​International House, ​Forest Road, ​Tunbridge Wells, ​Kent, ​TN2 5FE​ ​

Please remember to include​

• Your name and membership number​
• Your contact telephone number​
• A description of your complaint and any other relevant information that you think will be helpful

Select from the following options

How can we help you today?

Log in to your online account Muscles, bones and joints help Start a live chat Accessibility needs I'd like to make a complaint

Log in to your online account

This is where you can find out about your health and wellbeing benefits to make the most of your membership.

If you are on a Business Protect or Business Health plan log in below to start a claim, see your membership handbook(s) to check your cover, or update your personal details.

For all other plans you can start a claim or update your personal details by logging in below.

Or access your membership handbook(s) here. You will need your username and password, which can be found in your welcome or renewal communications.

Muscles, bones and joints

Get the help you need; we’ve made sure you can speak to an expert fast and without a GP referral.

Here’s how to get started:

• This service is available to members aged 18 and over.​
• We’re working with HBSUK, specialists in consultant-led digital services for muscles, bones and joint care, on their Virtual Lucy platform. So you'll see these names when you use the service. When you book your first appointment, you'll be asked to set up an account. To do this, you’ll need your membership number and email address.​
• Fill in a few details about your symptoms, and you’ll be offered an appointment with a physiotherapist, an advanced physiotherapist, or specialist based on the information you give us. ​
• Select a video or phone appointment at a time that suits you. Appointments are available Monday to Friday 8am to 8pm. They’ll talk through your symptoms, assess you and work out what could be wrong.
• They’ll then guide you to the next steps – that could be self-help exercises at home, or further treatment (1) .

Did you know you can access the muscles, bones and joints service direct from your Online Account?

_{1. You'll need the appropriate benefits for any face-to-face consultations, tests or treatment and any benefit limits or contribution you normally make towards treatment costs each year will apply. We recommend you contact us before arranging any tests or face-to-face treatment so we can check your membership will cover the cost.}

Start a live chat

Talk to a live chat agent, where you can get started with accessing treatment, check your benefits or a claim, or ask us a question.

Live chat agents are available: Monday to Friday 8am – 8pm and Saturday 9am – 5pm.

If you have a question about claiming, you may find what you are looking for on our guide to making a claim and accessing treatment page.

We are sorry our Live Chat service is currently unavailable.

Accessibility needs

It’s important to us that everyone can access our services. ​ ​

If you’re experiencing difficulties with our website, documents or any of our services find out more on how we can help with adjusting font and text size, hearing and speech and the BSL interpreting service.

I’d like to make a complaint

Tell us about a problem or complaint ​ ​

We want to provide our members with the best service, but sometimes we know things can go wrong. If you've had a bad experience, please let us know, so we can learn and put things right. ​

Online account

Log in to your online account and then 'contact us' and select 'make a complaint'​ ​

Live chat

Speak to one of our live chat agents, live chat is available: Monday to Friday 8am – 8pm and Saturday 9am – 5pm.​ ​

We are sorry our Live Chat service is currently unavailable.

Phone ​

​Lines are open Monday to Friday 8am – 8pm and Saturday 9am – 5pm.

​Write to us

Customer Relations Team​, AXA Health, ​International House, ​Forest Road, ​Tunbridge Wells, ​Kent, ​TN2 5FE​ ​

Please remember to include​

• Your name and membership number​
• Your contact telephone number​
• A description of your complaint and any other relevant information that you think will be helpful

How can we help you today?

Log in to your online account

Log in to your group health hub where you can access your plan handbook(s), supporting tools and information.

If you are on a Business Protect or Business Health plan, log in below and enter your group plan number and company postcode.

You can locate your group plan number on your plan documents or on a recent email from us.

For all other plans log in below. You will need to enter your username and password, which can be found in your welcome or renewal communications.

Contact us

To check your company’s level of cover, who is covered and your renewal dates, contact us using the details below:

• Email us on: sme.admin@axahealth.co.uk
• Call us on 0800 587 0955 – Lines are open Monday to Friday 9am – 5pm

How can we help you today?

If you bought a plan after May 2023 and your membership starts with AXA followed by a dash, two letters and 6 numbers i.e. AXA-CA012345 some of these services may not be part of your plan, please log in to find your services.

Select from the following options

Muscles, bones and joints help Cancer diagnostic service Online GP appointments I need claims support

Muscles, bones and joints

Get the help you need; we’ve made sure you can speak to an expert fast and without a GP referral.

Here’s how to get started:

• This service is available to members aged 18 and over.​
• We’re working with HBSUK, specialists in consultant-led digital services for muscles, bones and joint care, on their Virtual Lucy platform. So you'll see these names when you use the service. When you book your first appointment, you'll be asked to set up an account. To do this, you’ll need your membership number and email address.​
• Fill in a few details about your symptoms, and you’ll be offered an appointment with a physiotherapist, an advanced physiotherapist, or specialist based on the information you give us. ​
• Select a video or phone appointment at a time that suits you. Appointments are available Monday to Friday 8am to 8pm. They’ll talk through your symptoms, assess you and work out what could be wrong.
• They’ll then guide you to the next steps – that could be self-help exercises at home, or further treatment (1) .

Did you know you can access the muscles, bones and joints service direct from your Online Account?

_{1. You'll need the appropriate benefits for any face-to-face consultations, tests or treatment and any benefit limits or contribution you normally make towards treatment costs each year will apply. We recommend you contact us before arranging any tests or face-to-face treatment so we can check your membership will cover the cost.}

Cancer diagnostic service

Worried about cancer symptoms?

Get the help you need; we've made sure our members can access specialist diagnostics tests, for

• ​Breast concerns (no GP referral required)
• Skin concerns (no GP referral required) ​
• Prostate concerns (confirmation of a raised PSA reading required to use this service)

We know that when you’re worried speed and reassurance are really important. That’s why we're working with Check4Cancer, a provider of early cancer detection. This service is available to members aged 18 and over.

Online GP appointments

Online GP appointments that fit around you

With AXA Doctor at Hand, powered by Doctor Care Anywhere, you can select from a choice of appointments by video or phone, 365 days a year, with a GP or Advanced Nurse Practitioner. GPs are available 24 hours a day and Advance Nurse Practitioners are available from 8am-10pm (subject to appointment availability). Not available on child only plans.

Select from the following options

New claim

Get access to treatment and start a new claim, this could be:

• Seeing a specialist ​
• Authorising a treatment​​

Seeking help for a muscles, bones or joints problem?

If you're still unsure, please speak to one of our live chat agents.​

Live chat is available: Monday to Friday 8am – 8pm and Saturday 9am – 5pm.​

We are sorry our Live Chat service is currently unavailable.

Or call us on your claims line number which you can find in your handbook or under ‘contact us’ in your online account.

If you have a Personal Choice plan please call us on 0345 600 4461 to start your claim.

Current claim

If you have a current claim and would like to:

• Check the status of a claim ​
• Request authorisation for further treatment​
• Notify us of a change of information i.e., hospital or specialist​
• Notify us of any updated information i.e., your procedure code​
• Ask us something else relating to your claim

You can either follow up your claim from your online account, using the email we sent you if you opened this claim online. Alternatively, you can send us a new message.

If your membership number begins with AXA/ or has seven numbers followed by a letter log in below. You can locate your AXA Health membership number on your documents, or on a recent email from us.

If your membership number starts with HOL/ log in here

If you have an invoicing or payment query related to an open claim, the quickest way would be to give us a call on your claims number, which can be found in your online account under contact us tab or in your membership certificate and handbook. Alternatively, you can send us a new message.

If you're still unsure, please speak to one of our live chat agents.​​

Live chat is available: Monday to Friday 8am – 8pm and Saturday 9am – 5pm.​

We are sorry our Live Chat service is currently unavailable.

If you have a Personal Choice plan please call us on 0345 600 4461 to discuss your claim.