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“My husband was admitted to the emergency room with a dangerously high fever. After enduring a six-hour wait, we were finally informed that an X-ray revealed a mass on his lung, necessitating further investigation and treatment. Throughout this ordeal, we made sure to follow protocol: we called your insurance hotline while driving to the hospital to inform you of the situation, and we continued to call multiple times during our stay to confirm coverage, as we were being forced to pay for procedures such as blood work out of pocket.
Shockingly, despite these repeated calls, we did not receive a single callback or email to guide us through the process or confirm coverage. This lack of communication is inexcusable, especially during a medical emergency.
Yesterday, after my fourth call, I finally reached a customer service representative who was clearly unprofessional — half-asleep and seemingly working from bed. He informed me that an email had been sent, only to later admit that it had not been sent at all. To add insult to injury, we were told that for my husband to receive coverage, we needed to print, fill out, and scan back a form completed by the doctor. How can you possibly expect a seriously ill patient with suspected pneumonia to handle paperwork that your team should be coordinating directly with the hospital?
Their service is awful and I would not recommend them to anyone who has a serious emergency. Especially paying so much money for coverage for a year!!!”
“Horrible ,uncaring , make up any excuse not to cover medical expenses
I have platinum cover for a couple at £500 per month. They have refused to help with mental health , and varicoceles. the only thing they are covering is my left knee , but they keep putting hurdles up about who ,why ,where , when !! awful , I HATE THEM”
“Axa has been a nightmare and stressed me to the point I am very unwell. Having authorised me to have surgery with authorisation 7936510. My flights booked all arranged one of the team says no I need to change surgeon after a lot of stress and going to ombudsman they apologise and tell me to go ahead. My surgery due tomorrow yet I get a call from Lindo Wing Saint Mary’s london to say they are told I am not covered when I have in writing I am. The professional helpful person at Axa Tereza Machova has been a tower of strength to me and is going out of her way to help. All so stressful my blood pressure high out of control. I am getting panic attacks and palpitations. I feel so unwell due to Axa’s lack of care I wish I had never joined Axa”
“I would not even give one star. They deserve zero My whole family insured with them for over forty years paying a fortune for peace of mind in our elderly years. Axa has given me so much stress I have had panic attacks and high blood pressure. Long story to cut it short. I have the pre authorisation my surgery is Monday. All preauthorised. Lindo Wing Saint Mary’s london call me to say Axa says they will not coved me. This has been going on for over a year I had to go to ombudsman. We thought all sorted out. I am so stressed. A lovely Axa lady Tereza is trying to sort out for me. It seems their systems are down. This is not the first incident. They were refusing to pay for my brother who had to be admitted into accident and emergency. After much fighting they paid the hospital. It was only a small bill. Everything is so difficult. I wish I had never joined Axa. Would not recommend them to anyone. Huge premiums which go up every year. My surgery is due on Monday. Unsure whether it will go ahead I am so stressed and blood pressure so high. Is this the peace of mind Axa promises!?”
“Send messages meant for someone else, sent me a cheque to pay a claim that I hadn't made, been waiting since May for a referral, can't get through on the phone, don't respond to messages - absolutely appalling. Avoid at all costs!!!!”
“Inconsistent procedures and feedback regarding claims and documents needed for claims. Poor turn around times which delays the claims process and unhelpful service. I wouldn’t recommend them as a health insurance provider.”
“Will do anything to get out of paying for a claim. They tell you that you have cover to make you pay for the policy and then they don’t pay out for things they have confirmed that are covered when the policy was purchased. AVOID AVOID AVOID.”
“The worse ever! Do not fall for the selling BS talk. They promise so much and deliver too, too poorly. Axa is happy to get you to sign up, promising you a list of hundreds of approved specialists they "work with" and are very happy and silent while receiving monthly payments, until you "God forbid" actually have to - YOUSELF" - submit a claim. They will manipulate the online forms and questionnaires to trap you, and will use any information you enter to throw your diagnosis
(even if you received it after the membership) into the "oh so famous pre existing condition" pool, even if your GP made a mistake about what you told him/her. AXA does not care about you. It's all about the money...The customer service is the worse!!! Arrogant and rude to the point of threatening you. They promise a list of hundreds of specialists and in reality refuse your claims when you need it, due to random symptoms reported before that could be anything else before your actual diagnosis, and you were not fully diagnosed yet... they send a text message and give you -one single doctor- that is approved by them ( which in reality is far from what they try to talk you into, and send you to the cheapest places. The only claim they took from me was for an MRI on a damn mobile truck that I had to climb on to while in excruciating back pain, while they made it sound to be in an actual hospital building. They do not give an F who you are, what you or your kids are dealing with, or what you have already paid for, all they care is to make money and not deal with claims. THE ABSOLUTE WORSE!”
“I have worked for AXA for many years, well over 10 years. They have progressively got worse at paying invoices year on year. The amount of time and effort that I have to invest in AXA over unpaid invoices is not acceptable. Other insurance companies such as BUPA & Aviva, amongst many others are simply BRILLIANT, they are very respectful of the services that we offer our clients.
I feel quite concerned about the future of clients that pay into AXA policies because to be quite frank I will not be taking on any further clients that have policies with AXA.
Given that there is a major shortage of Chartered Psychologists in the UK one would think that AXA would be mindful of this and try to maintain the psychologists that they currently have.
My company is currently awaiting multiple payments that date back beyond a month, it's absolutely disgusting.
I will be sharing my experiences of AXA with all of my colleagues, via social media, just in case they are under any illusion that it is just them that gets treated so badly.
If, as a provider you have lots of free time to telephone, email and send paperwork through the post, for extra measures, then AXA is the company for you! Don't be surprised after you have sent 2 or 3 copies of the same invoices if AXA staff tell you, 'We haven't received that/those invoices'. Shocking state of affairs.”
“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.”
