“The worst company i ever worked with.
Asking for your NHS health records, rude, writing wrong details in claims, useless, refusing basic claims, not responding to my emails, not compliant with GDPR, etc.”
“We just had a terrible experience with AXA PPP.
My 14 year old son had an accident whilst skiing and consequently had his knee ACL torn and the meniscus severely damaged.
AXA had initially provided full cover for the ligament reconstruction surgery, which lasted several hours due to the meniscus damage and other ligaments' complications.
They also initially authorised 6 months of physiotherapy.
Towards the end of the six months the AXA approved surgeon/specialist clearly stated in writing that, due to the age and further complications, my son required another 6 months of rehabilitation.
AXA initially agreed in writing to the extension, stating very clearly that they were happy to cover the treatment until the approved specialist advised so.
They also advised, as a proviso, that they wouldn't cover the treatment forever as they do not cover "cronic" conditions, although I would challenge anyone to prove that an ACL tear for a 14 year old boy is a "cronic" condition, especially after just 6 months of therapy.
A few weeks later after the agreed extension, however, they stopped making payments to the approved physiotherapy provider.
When I called to request clarifications I was put on a lengthy hold, about an hour long, whilst they decided irrevocably that the cover would stop at 6 months notwithstanding their prior written agreement to extend it.
I was told that the final decision was based on an alleged "term" that is definitely not included in the "membership handbook", which is the only document myself and my own company were provided with.
I raised immediately a complaint and, after 8 weeks (when they didn't even call me to hear my side of the story - so much for a thorough investigation!), they wrote confirming exactly the same previous decision, confirming that the 6 months duration was based on the alleged "term" (providing absolutely no evidence or a copy of the term) and even adding a written statement saying that the decision had nothing to do with my son's clinical needs or conditions!!!!!!
ABSOLUTELY UNBELIEVABLE!!!!!
This so called "term" that nobody has ever seen (and consequently agreed too), except for them, could mean that anyone could be given only half, or no treatment at all, simply because AXA clearly cannot care less about your medical needs and conditions.
They even had the face to send me £100 as a "good will gesture", whilst the treatment cost is in the thousands of pounds.
It's clinically proven that, given my son age and complications, the physiotherapy should last at least for a year. There are plenty of medical papers proving this in black and white!!!!
PLEASE STAY AWAY AND USE OTHER INSURANCE COMPANIES WHICH HAVE REAL HONESTY AND TRUE INTEGRITY!!!!!
WHAT A SCAM!!!!”
“Paying 15’000€ per year for an insurance that is not covering you, asking you to call them before any medical treatment, having to fill up 6 pages of declaration before any medical treatment. This is the worst experience I had so far in terms of medical insurance and I really recommend you to never trust them if you want to get treated and covered in case of emergency.”
“Impossible to get through via phone, they re-direct to email which is useless as they don't respond back. When logging in online you are unable to chat with an egent via live chat as there is no one available.”
“AXA made 93Million pounds profit so why do I have to hold on the line for 35 minutes listening to the same inane message about the website which in this instance cannot solve my problem whilst also hearing “how important my call is to them”
It is a disgrace. INVEST IN MORE PEOPLE”
“Shocking, absolute scam. With them for two years and then my monthly payments were increased by 50%. They said because of claims made previously. Looking at my claims I’d had one a minor operation about a year in that was a disaster and that was it. They’ve claimed to pay claims when they haven’t and not only spending an hour to get through you’re then lucky to get someone with any customer service skills. Now have to ask my bank to prove no cheques were cashed as they refuse to accept and no refunds received for overpayments after cancelling my family’s policy. These people are a nightmare. Use someone else.”
“It’s impossible to get through on the phone. When I did the women said she would pass me onto another team and it would be quick. She lied it went on for another 30 minutes and I still didn’t get to talk to anyone. The online service doesn’t get back to you do almost impossible to get approval for important procedures. When you pay them nearly £7,000 a year it’s a disgrace.”
“They appear to not have any customer service agents at all - I've not been on hold for more than an hour. For the cash back packages (therapies like osteopaths etc) you have to get a referral and permission to attend prior - there is no way to do this easily online and no one is answering the phone! My previous employer had a Health Plan perk package which was so easy to use - this appears to be designed to discourage usage... le sigh.”
“Service not a patch on what it used to be. It's impossible to actually get through to them by phone without taking time off. They sent me to see 2 consultants who have been as much use as a chocolate teapot. One consultant sent me for a scan at a hospital and as I couldn't get through to AXA on the phone I had to go along with it as I was in, and still am, in considerable pain. They now claim they won't pay for this scan as it wasn't done at one of their recommended places so I am now £300 out of pocket. I have no idea why this particular consultant sent me to this hospital other than he is trying to put money into the nhs but I have a feeling he knew all along that my insurers wouldn't pay. This consultant has just left me with no follow up and no idea why I am still in pain and the whole thing has taken months from start to finish, which defeats the object of having private health insurance. I have raised a complaint over 6 weeks ago and I still haven't received a reply. I am going to speak to my employer to see if they can change who they use.”
“Disgraceful non service. Throughout the years with them have NEVER been able to contact them even after 1 hour wait when the phone loses charge., They are happy to take huge amount each month for nothing. Impossible to contact their so called GP. Impossible to put my number in and does not accept the code that they give. They should be investigated by the ombudsman”
“Before and during the pandemic I would have given this company 5 stars for service. However, post pandemic and most recently the service or rather lack of service is absolutely shocking. Our whole family have been members for 6 years, and never had a problem. I have been trying to contact the service centre this week and still have not managed to speak to anyone! They have switched off their messaging service where they will call you back. I’ve emailed them but no response. I need to see a specialist asap but can’t get authorisation without speaking to somebody. They are happily withdrawing their monthly direct debit from our account, but not providing a service in return. Can I have a refund please?”
“Currently sat on hold for 56 mins waiting for an advisor..... (i am bored so I thought I would vent about them). Surely a private healthcare provider that takes significant fees for their insurance services should employ enough people to provide the service they promise. Dreadful, dreadful!!! Going to bang on at my employer and all other avenues so that AXA are not appointed at the company private health scheme next year. My advice.... go elsewhere for sure! Happy New Year! PS. its now 1 hr waiting.....”
“I'm a person who likes to post positive reviews where due and almost never do the negative ones. Doubtless I am completely wasting my time posting this but such is our crushingly negative experience with this uncaring incompetent money-sucking parasitic organisation that I am happy to go out of my busy way to tell the world about their performance in the hope of even possibly saving another easily-fooled prospective customer (as I was 12+ years ago) from the utter waste of money and infuriating experience I have enjoyed at their mercy.
For the avoidance of doubt, I can't urge anyone strongly enough to AVOID this company and can't speak criticizingly enough of them.
I returned to the UK in 2010 with my young family having lived abroad for 10+ years where we'd been in the habit of having private healthcare. Hearing all those stories of woe in the NHS we decided to get insurance here and after shopping around settled on "Health On Line" who were subsequently acquired by AXA and incorporated into their PPP Healthcare "service". For 12 years we (as a family of 5) have happily paid our insurance premiums which have steadily risen, this year due to be around £3K. Happy customers. But then we can cause to contact them with a view to potentially (just an enquiry) making a claim to use the service. I'm struggling to not swear in describing the misery that followed. Let me briefly describe the very many attempts to make contact (web, email and phone) e.g. countless (20+) phone calls for 30+ mins waiting never once getting through to anyone, only hearing some utter BS message about long wait times, staff shortages and Covid working practices - come on, this is a private insurance company! Precisely the reason people pay for the membership is to avoid all those shortages and delays and problems. Where have all the thousands of pounds gone that I and countless others have paid them? Staff parties? Surely they could hire a couple more call centre people or just outsource to India or do something that will result in a customer experience better than a kettle full of warm vomit? Eventually we had a response after waiting more than a week via their online membership portal which when trying to complete the process resets after just a few moments 'inactivity' - basically their entire customer service system seems designed to discourage anyone from talking to them. But after persevering and waiting 7+ days for a response it was a piece of canned text basically saying bugger off.
We cancelled our Direct Debits in disgust.
Now if that happens with an organisation who even very slightly care about anything remotely relevant & important to standard business principles you'd expect them to write a letter (or even phone!) asking for feedback, making some vague attempt to understand the reason in the hope of retaining that customer... we're 5 members for 12+ years. After a wait we received an AXA branded standard letter saying membership will end but if we have financial problems we should contact some gvt help/advise sources. No attempt to retain our custom or understand the reason for leaving. Heaven forbid that we might have become discontented and/or they done something wrong. I really hope some customer service or quality training course content researcher find this and uses this as a stand out example of truly terrible disastrous service and an approach by a contemptable huge unwieldy uncaring organisation unfit to stew in their own juices.
Well AXA we left not because we can't afford your membership fees but because you suck. And hey I'm just moving up the management level where I'll get to influence staff benefits and private insurance is on my list. Guess who I won't be using, so that's at least 20 customers you've lost from me alone - and with luck others will see this and be discouraged from going anywhere near you.
All I can say is GOODBYE & GOOD RIDDANCE AXA PPP HEALTHCARE I wish I had never been your customer, let alone my whole family for 12 years. At least I will waste no more money.”
“What is the point of PAYing money to private insurance if they are not providing any service at all???
I have visited an NHS go this morning after having an upset stomach and feeling horrible for the 3rd time in a month and they prescribed some blood tests to find out more. Due to the nurse strikes I was worried that the queue will be terrible but then i remembered that I am paying a load of money to Axa for private healthcare!
Took them 1.5 hours to respond to my call only to tell me that they do not accept referrals from GPS and I need to use their partner service which is an online platform. Another good few hours wasted to register, send id docs and get nut account t approved to book a call with their doctor only to find out that the earliest appointment they have available is 3 days from today.
What is the point really of paying a private service when going through the dying nhs system is faster and free??? If I am sick and I need to see a doctor and be tested and the best you can offer for the money payed is a phone call in 3 days why do you ever bother???”
“There is NO customer service. I can't get through to get a procedure confirmed. I've been trying ALL DAY. I requested a call back - who then put me back in to a queue with NO information. I'm going to have to cancel my hospital appointment and rebook due to AxXAs lack of service”
“If i could leave zero stars i would. If you call sales they pick up the phone within a minute , if u call claims you have to wait at least an hour to get through. I made a claim online on 1st November , now its the 18th November , no response and i am currently waiting on the phone and have been for nearly an hour. I have paid then approx £5000 in monthly installments over 5 years and used them once (phoned up and waited for 90mins to claim) They dont look after their customer base but are keen to keep taking on more and more customers when they clearly dont have the staffing levels to look after their current customer base.”
“As an ex AXA customer (now with a different service) all I can say is that customer service is very poor and waiting times to contact the AXA team is beyond belief.”
“I'm an AXA health customer. Current level of service is awful, I've tried 4 times to get through to them over the last 2 weeks, and waited over 30 mins on 3 occasions and got no answer. On one occasion after 22 mins, phone got cut of ??
Registered claim on line on 13th Sept (its now 27th Sept) and still no authorisation.”
“Absolutely dreadful.. I have held on the phone two hours today...and am still holding..you cannot get through to anyone .. all it ever says is sorry we are really busy.. WELL IF THAT IS THE CASE EMPLOY MORE STAFF... Dreadful.. I used to rate this company... AVOID AVOID.. by the time they answer you will probably have died of your illness or it will have got better on its own.... AWFUL AWFUL AWFUL”
“I am very unhappy with Axa healthcare their staff are excellent and helpful but Axa PPP healthcare policy is shocking. I upgraded my policy to fully comprehensive international in 1984 together with my parents, husband and brother. Premiums go up each year. I now pay £12,103.20. I have my excellent urologynaecogist Professor Khullar second to none, caring, professional and top. He was recognised by Axa ppp when I was referred to him by Professor Dame Lesley Regan. They are both the best anyone can find. Imagine my distress when after two and a half years I need to see him again and Axa inform me he is no longer recognised. Do they expect me to change my consultant at their whim
They did the same when I had tests and consulted Professor Whitely to whom I was referred by another excellent practitioner. They refused to pay for my tests and consolation. I am now 75 and after sacrifices paying for their huge premiums for the whole family I wish to have peace of mind and choose the consultant of my choice.
Why advertise that I am covered for £3500 a year for outpatient and £1,500,000 for in treatment etc when they limit whom you can see or be attended by
They advertise peace of mind. At this stage in my life I should have it but Axa healthcare do not care about the well being of their customers. They are simply numbers they can squeeze their money from
As mentioned their staff are caring and go that extra mile. My experiences with Nicky Davies and Elizabeth Hollands could not be better but their hands are tied to the policies of Axa.
I was very distressed last night to hear I can no longer see Professor Khullar and Lewis who answered the phone could not have been more caring and professional but due to Ada’s policy could not guarantee payment nor give me authorisation. He said he would get a senior to contact me by tomorrow. However he stressed Professor Khullar is no longer recognised by Axa despite being the best in his field
Another anomaly is that even though one can have a huge allowance Axa limits what consultants can charge and if they are top and charge a bit more one has to pay the excess
Is that peace of mind
Thank you
Margaret Ayling Gibraltar
https://www.google.co.uk/search?q=professor+vikram+khullar&ie=UTF-8&oe=UTF-8&hl=en-gb&client=safari
He is the best and my consultant why does Axa try to prevent me from seeing him now”
