“simply impossible to get through on the phone. How can a business persist with this type of service. If you are a personal member, try elsewhere. If you are an employee, ask your HR departmentr to threaten to move the group program.”
“No callbacks and treatment denial excuses. My son's ARFID is not recognised as a "medical condition" so they won't refer him to a consultant paediatrician. Also, despite having called and asked for their callback service several times, no one has contacted me. What's this private insurance even for? The service is as bad as a lot of bad hospitals with the NHS”
“Absoutley terrible wait times, now 3 days trying on the phone
Secondly the online portal is useless as you cannot even add a request for an MRI after having an approval to see a consultant
I am glad my condition if not that fatal!”
“Don't pay them a single penny because they need 5 working days to approve a referral. If you die in those 5 days, they don't care. How stupid system this is.”
“Numerous attempts to contact AXA on both the general line and members line.If you have one hour plus to spare then this is what to expect,lodged complaints but only generic answers returned.Luckily i'm in a company scheme but if i was paying personally i would avoid.”
“I have been with them for decades. Now that I'm ill they are no help. Consistently wait over 1 hour for an answer on the phone. Don't cover tons of specialists, especially in London. Not helpful generally. I waste tons of time trying to get claims approved. Have complained numerous times....complaints upheld so I'm not making this up. Avoid at all costs”
“In company health scheme for over 20 years unfortunately I needed help when company is with axa . Difficult to get hold of , wriggle out of claims , cover very little and contacts are rude, when you need a listening ear. Avoid if you can”
“Uncontactable for the most part and if you do get through they don't listen, I need a respitory specialist so they send a no reply email list of three cardiologists?!?!?
Their complaint system runs to an error message too.”
“By FAR, the worst Heath insurance company i have had the misfortune of having to use. I have being paying into my insurance for over 4 years and not made a single claim. now i have had to make a claim for lower back pain and to use an Osteopath. An Osteopath that is actually registered with AXA and one i was told i can use. only for AXA to write to me 2 treatments later and tell me that £60 per one hour session is too expensive!! The company are a complete shambles, i have been twice now waiting over 40 minutes to speak to someone. and the phone number i was given on an email is the "Wrong" number and so transferred and currently waiting 25 minutes so far. If you have any power, i would advise to steer clear of AXA Health at all costs.”
“my god, this company is the worst. I received a letter today informing my that I owed money (even though they had pre-authorised the claim). I have literally been trying to get through to them all day. I spent 1 hour 20 on the phone, then used the callback function. A lady called me back after a while but then was like "I need to transfer you, unfortunately". So now I am waiting again... . I have been on the line for half an hour already again but think I will have to give up. There is a stupid chatbot on the website, which is entirely useless and just fuels your anger when you have been trying to get through all day, and no other way to get in touch with them. Now they have left me in this shitty situation where they tell me I owe hundreds of pound and no one to reach to clear this up. I also would need to know if I need to cancel my further treatment this week then if there are any issues. All in all, they have really messed up my day and made me feel utterly bad about the situation. Ironically, the treatment is for mental health and yet they have actually manaded to make that worse.”
“Suffering from mental health issues and tried 4 times to call with waits of 20+ minutes each time. When I did get through the lady I spoke to was dismissive didn't want to help at all until I pointed out that I have mental health issues and was stressed ...... suddenly became a little better but it may call should have been important regardless.
Counsellor they assigned me wasn't particularly helpful either!”
“Currently been holding on for 45 minutes to talk about a claim, utterly dreadful service. Voice message continuously apologising for 'any inconvenience caused' just makes it worse.”
“Been with for a number of years but now hide behind pre existing which is not correct.
An hour to get through in the phone or days to get a reply on the portal.
Better Health providers out there. I will not renew with them.”
“No worth it
They will find any way to not give the service, they deny me the service because they say I have a previous medical condition, condition never diagnosed, I must take some medical tests I never took with any doctor. they waste my time. useless service. I am talking in the office to find a serious insurance, how can be a previous medical condition without do a previous medical test to validate it. Maybe inclusive I am fine 100%.”
“Wow they are difficult to get hold of. Their phone lines are always busy and you have to put aside about an hour to speak to someone. It feels like this is a deliberate policy to stop you claiming. That or just incompetence”
“Probably the worst private health insurance company in the Uk If you can avoid them do so. They do everything possible to avoid paying legitimate claims. Their consultants are ill informed and aggressive - and at a time when you are feeling vulnerable and frightened”
“Terrible company - I have AXA healthcare cover through my work so I didn't have a choice but to use them. I was given a "dedicated contact" as this was cancer related, but they never respond, they simply don't care and no one there wants to help you.
They constantly reject claims even though they are within policy, they do eventually get paid but they will make you jump through hoops with unnecessary paperwork and automatic rejection notices even though your claim is valid. At a time when things are stressed and you need some support this is honestly the worst company for healthcare cover.”
