“Didn't answer the phone. After two hours I gave up. Tried the online chat. Was told I was next and about to be connected -for over an hour. Then told there were no agents available anyway. Currently complaining with their customer service as my mother died before I could get hold of them to help her in her last weeks and they offered me a pathetic £100.”
“After 3 hours of being transferred by people how didnt know what they were doing when trying to get a specialist appointment for my son who had a broken collarbone, I was then told to register for the GP service as I needed a GP referral for a specialist (apparently the NHS A & E referral letter was not enough) so I then registered with the service and soonest appointment was in 3 days!! What a joke, the NHS is quicker than AXA. PLEASE dont waste your money. I have used 3 other health care providers in the past and this is the worst service I have ever received and you are better off staying with NHS for free then wasting your money with this company.”
“TERRIBLE customer service. They make it impossible to contact them. DO NOT USE THIS COMPANY. I have tried calling five times and waited over an hour and still not got through. I have tried messaging on their portal and had no response. It has been over 3 weeks since I put my claim in and nothing from them. They are thieves - they take your money then make it impossible to get a claim authorised. AVOID AT ALL COSTS...”
“I have paid for an AXA plan for my whole family for almost a year now and I have yet to have them pay for ANY of my healthcare. They make it impossible to actually see a doctor, often trekking you they will send you a list of approved doctors, but never do, so you have to wait in hold... Again.
They told me they would personally hey on touch with my GP to get information they needed for a claim, and so they did was email the clinic! No way a surgery is going to send info over email. So, AXA didn't do any more, and didn't tell me! So I've been waiting around, in pain, waiting to see a specialist for joint pain, but can't. I've been waiting, in pain, for 3 weeks how and they still have not given me ANYTHING.
STAY AWAY!”
“Unethical, keep pushing for more and more very personal documents and details to prove you need medical support, pushy and cornering, takes a very very long time to get anywhere if at all with them. Waste of money.”
“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.”
