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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
Company replied
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
Company replied
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
Company replied
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
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Unfair claims process -AXA
AXA claims claims processing is slow and full of barriers, including delaying tactics.
It’s all done through a complex response and answering system using their platform, the responders do not read previous messages and notes. The responders do not read your policy contents! One response says no to the claim, another accepts, then another challenges it again.
Tedious and exhausting claim process, and totally unfair.
Add to this that consultations are at your own expense and only the impatient operation can be claimed, yet the consultant can’t operate to relieve pain that I was in, without a consultation!!
22 July 2026
Reply from AXA Health
Hi, Neil
We are sorry to hear you are unhappy with the way your complaint has been handled. As advised, the next step for you would be to contact the financial ombudsman to review the case if you remain unhappy with the decision.
Thank you for taking the time to share your experience with us.
Kind regards,
Lily.
Excellent PMI insurance provider
Great service, everyone is so responsive with a simple online claims system.
7 April 2026
Reply from AXA Health
Hi, Carlo
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
Effective,empathetic…
Efficient ,helpful and worked well with my hospital during a difficult period of surprises
27 April 2026
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, Jess
easy to book my appointment and obtain…
easy to book my appointment and obtain the date and time I prefer.
11 August 2026
Reply from AXA Health
Hi, Linda
We are happy to hear that you had a positive experience and appreciate you taking the time to share your feedback.
Kind regards, Jess
Axa would be 4 stars but HBSUK and the…
Axa would be 4 stars but HBSUK and the virtual Lucy platform would be zero, hence the 2 star rating.
Shocking user experience with HBSUK not returning calls and not doing what they promised they would. Buy hey, why have just one efficient point of contact with AXA when you can make it really complicated for policy holders and completely screw it up by having 3?
Won't be renewing with AXA for this reason
9 June 2026
Reply from AXA Health
Hi, Graham
Thank you for taking the time to leave us your feedback. We are very sorry to hear of the issues you have experienced. The muscles, bones & joints pathway offered by our provider HBSUK is an option we offer to our members to obtain a faster assessment and overall process for your condition as our advisors are not medically trained. If this route is not convenient, we can accept referral from NHS GP or the online GP Doctor Care anywhere.
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, Jess
Helpfulness of the staff make the whole…
Helpfulness of the staff make the whole process easy.
12 August 2026
Reply from AXA Health
Hi, Jimmy
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
Absolute waste of money and time
I've been with AXA for a year and the only thing I needed help with ended up being solved at the NHS and then I had to pay £50 to the NHS for filling out the AXA forms, who did absolutely nothing.
When you cancel the membership they still send you an email saying that your membership was renewed and they will take further payments.
The service has been extremely useless and disgusting.
Cherry on top is having to log into their app with rudimentary loop hopping 2FA for every little communication, especially for things that could be a simple email like membership cancellation.
ALSO WHY CAN'T I CANCEL BY MYSELF? WHY DO YOU NEED TO MAKE ME JUMP HOOPS AND READ FAKE AUTO-RENEWAL EMAILS?
15 August 2026
Unprompted review
Reply from AXA Health
Hi, Caroline
Thank you for taking the time to leave us your feedback. We are very sorry to hear of the issues 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, Jess
Reply from AXA Health
Hi, Wayne
We are happy to hear that you had a positive experience and appreciate you taking the time to share your feedback.
Kind regards, Jess
I expected to see an in person health…
I expected to see an in person health professional, but after 4 sessions was no closer to getting medical treatment for severe back pain. I expected to see a physio therapist on the second session in person rather than very short video links
14 August 2026
Reply from AXA Health
Hi, Martyn
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.
The muscles, bones & joints pathway offered by our provider HBSUK is an option we offer to our members to obtain a quicker assessment of your condition and overall process. If this route is not convenient, we can accept referral from NHS GP or the online GP Doctor Care anywhere for face to face 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, Jess
Refuse claims unjustifiably
Doing everything possible to refuse a genuine claim. They want my NHS GP to fill in a form (which they'll charge for) to talk about a medical condition I've never seen the NHS GP for.
14 August 2026
Unprompted review
Reply from AXA Health
Hi, Sam
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, Samantha
We are happy to hear that you had a positive experience and appreciate you taking the time to share your feedback.
Kind regards, Jess
Reply from AXA Health
Hi, Phil
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 knowledge of the product
Excellent knowledge of the product, quick service with no sales pressure
13 August 2026
Unprompted review
Reply from AXA Health
Hi Steve
Thank you for sharing your good experience. We are happy to hear that you have had great service with us.
Kind regards
Dan
Reply from AXA Health
Hi Roy and Tracy
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
Easy to understand the communication &…
Easy to understand the communication & change to my appointment time allowing me to update my manager in a timely fashion.
14 August 2026
Reply from AXA Health
Hi Sean
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
Reply from AXA Health
Hi Steve
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
Always very helpful and informative…
Always very helpful and informative when I call with an issue regarding my claims or issues with App
I think the App could be a wee bit easier to navigate
20 April 2026
Reply from AXA Health
Hi Patrick
Thank you for sharing your good experience. We are happy to hear that you have had consistently great service with us.
Kind regards
Dan
Exceptional Care and Support During My Sciatica Recovery
The care, encouragement, and dedication shown by my physiotherapist made a huge difference in my recovery from sciatica. I am truly grateful for his support.
9 June 2026
Reply from AXA Health
Hi Moira
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
Excellent contact on the phone
Excellent contact on the phone. Dealt very efficiently with all my issues.
8 May 2026
Reply from AXA Health
Hi Michael
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
Dan
Great customer service but the GP set up is cumbersome
The call center staff were superb! Very impressed. Found me the perfect monthly option, sent information through promptly and even provided a direct email address!!
Setting up the Dr app though was painful. I had to ask 3 times for activation codes, just not straightforward at all. Strange that the app is only available to corporate customers? Why is this?
13 August 2026
Reply from AXA Health
Hi Tina,
Thank you so much for your lovely feedback. It's wonderful to hear our team made such a great impression and found the perfect solution for you!
I'm sorry the Dr Care Anywhere app setup wasn't as smooth as it should've been. I've noted your feedback and will make sure it reaches the right team. If you're still experiencing any issues, the Doctor Care Anywhere Patient Experience Team would be happy to help — you can reach them on 0330 088 4980 or at contactus@doctorcareanywhere.com (Monday–Friday, 9am–5pm).
Regarding our app availability, it currently supports our large corporate members with access to health and wellbeing content and company benefits. However, we are continuously working to expand our digital offering for all members.
Best wishes,
Becky
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.