Updated April 2026
AXA claims number & contact details included
Copy/paste phone script
Independent — not affiliated with AXA
AXA Health Insurance · Claims · 2026
How to claim on AXA Health Insurance — step by step, contact numbers & what to do if refused
Quick answer
To claim on AXA Health Insurance: get a GP referral first (open referral preferred), then contact AXA via your online account, live chat or phone to get a pre-authorisation code before you book any treatment. Your specific claims phone number is in your membership handbook or online account. AXA’s general contact number is 0800 587 0955. Never book treatment before getting an authorisation code — claims without one are routinely refused.
AXA Health contact details 2026
Claims phone number
In your membership handbook
Check your handbook or log into your online account — your personal claims line is listed there
General enquiries
0800 587 0955
Mon–Fri 9am–5pm
Online account issues
0800 302 9133
Mon–Fri 8am–5pm · Sat 9am–5pm
Live chat
axahealth.co.uk
Mon–Fri 8am–8pm · Sat 9am–5pm
Online
Fastest way to start a claim
Open
Referral type AXA prefers
36,500
Recognised UK specialists
Pre-auth
Always needed before treatment
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Before you start
What you need before making an AXA Health claim
Having these ready before you call or log in will cut your claim time significantly. The most common reason AXA claims are delayed is missing information — particularly not having the referral details or not knowing your outpatient limit.
- Membership number — on your policy documents, online account or a recent email from AXA
- Your specific claims phone number — in your membership handbook (different members have different numbers depending on their plan)
- GP referral letter — AXA strongly prefers an open referral to a specialty, not a named consultant
- Your outpatient limit and excess — check your online account before calling so you know what’s remaining
- Consultant name and hospital — if you have a preferred specialist, AXA will confirm whether they’re recognised
- CCSD procedure code — if you’re booking a specific diagnostic scan or procedure, ask the clinic for this before calling AXA
Where to find your AXA claims number. AXA does not publish a single universal claims number — your personal claims line is in your membership handbook or under “Contact us” in your online account at axahealth.co.uk. If you can’t find it, call the general line on 0800 587 0955 (Mon–Fri 9am–5pm) and they’ll direct you.
The full process
How to make an AXA Health Insurance claim — exact steps
1
Get a GP referral — open referral preferred
See your NHS GP, a private GP or use AXA Doctor at Hand (if included in your plan). Ask specifically for an open referral — a referral to a specialty (e.g. “cardiology”) rather than a named consultant. AXA can then find a recognised specialist for you from their network of 36,500. A named referral can cause complications unless your plan specifically includes consultant choice.
2
Contact AXA to start your claim and get an authorisation code
Log into your AXA online account and upload your referral letter to start a claim — this is the fastest method. Alternatively use live chat (Mon–Fri 8am–8pm) or call your claims phone number from your handbook. Provide your membership number, referral details and the type of specialist or treatment required.
3
AXA confirms eligibility and finds a specialist
AXA will check your cover, confirm your outpatient limit and excess, and recommend a recognised specialist in your area. For the guided care option, AXA may book the appointment directly for you. They will issue an authorisation code (sometimes called a claim number, e.g. ABC1234 or AXACLM123456) — this is essential for billing.
4
Book your appointment and share your authorisation code
Give your authorisation code to the specialist, therapist and hospital when booking and on arrival. They use it to bill AXA directly. Bring your membership number and GP referral letter to the appointment. The hospital may scan a debit or credit card at check-in — they won’t charge it upfront, but have one ready.
5
If further treatment is needed — get a new authorisation code
If your specialist recommends additional tests, procedures or follow-up treatment, contact AXA before going ahead to get a new authorisation code. Your original code only covers what was specifically authorised. AXA pays the provider directly — you only pay your excess, billed separately.
Online & app
AXA Health online account & app — what you can do
AXA’s online member account is the fastest way to manage claims in 2026 — many straightforward claims receive an immediate decision online without needing to call. Access it at axahealth.co.uk by logging in with your email and membership number.
What you can do in your AXA online account
- Start a new claim — upload your referral letter and request authorisation online
- View your authorisation number — appears in your online account inbox when issued
- Check your outpatient benefit limit — see exactly how much remains for the policy year
- Check your excess — confirm the amount and whether it’s per year or per claim
- Upload documents — referral letters, receipts, clinical letters
- Access AXA Doctor at Hand — book a virtual GP appointment if included in your plan
- Submit cashback claims — for dental, optical and other cashback benefits
- Live chat with an advisor — Mon–Fri 8am–8pm, Sat 9am–5pm
Can’t access your online account? Call 0800 302 9133 (Mon–Fri 8am–5pm, Sat 9am–5pm). You’ll need your membership number to set up or recover access. Your membership number is on your policy documents or on any recent email from AXA Health.
AXA Doctor at Hand
AXA Doctor at Hand (powered by Doctor Care Anywhere) is AXA’s virtual GP service — available by video or phone 365 days a year if included in your plan. GPs are available 24 hours a day; Advanced Clinical Practitioners 8am–10pm. A Doctor at Hand referral is accepted by AXA for claims in the same way as an NHS or private GP referral. It’s significantly faster than waiting for an NHS GP appointment and the referral integrates directly with your AXA claim.
AXA not covering what you need?Compare Bupa, Vitality and Aviva — find out who offers simpler claims, wider hospital access and better outpatient cover
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Critical detail
Open referral vs named referral — why it matters for AXA claims
This is the single most important thing to get right when making an AXA Health claim. The type of referral your GP writes directly determines how smoothly your claim proceeds.
Open referral — what AXA prefers
An open referral is where your GP refers you to a specialty (e.g. “orthopaedics”, “cardiology”, “gastroenterology”) without naming a specific consultant. When AXA receives an open referral, they can find you a recognised, fee-approved specialist from their network of 36,500 — often booking the appointment for you directly. This is faster, avoids shortfalls, and is required if you’re on AXA’s guided care option.
Named referral — potential complications
A named referral is where your GP specifies a particular consultant by name. AXA may not cover a named consultant unless your plan includes consultant choice, or unless the named consultant is on AXA’s recognised list. If you receive a named referral, contact AXA before booking to confirm the consultant is covered — not after.
- What to say to your GP: “I have AXA Health Insurance — could you give me an open referral to [specialty], so my insurer can help find a covered specialist?”
- If your GP insists on naming a consultant: Contact AXA before booking to confirm whether that consultant is recognised under your plan
- AXA Doctor at Hand: A virtual GP referral through Doctor at Hand is always issued in a format compatible with AXA claims — avoiding the named/open referral issue entirely
Cashback & dental
AXA Health cashback claims & dental claim forms
Some AXA Health plans include cashback benefits for dental treatment, optical costs and other health-related expenses. These work differently from standard medical claims — you pay upfront and then claim the money back from AXA.
How to submit an AXA cashback claim
- Pay for your treatment (dental, optical etc.) and keep the itemised receipt
- Log into your AXA online account and navigate to the cashback/claims section
- Select “Cashback, dental and travel plan claims” from the claims menu
- Complete the online claim form and upload your receipt
- AXA processes and pays the cashback directly to your bank account
AXA dental claim form. Dental cashback claims are submitted through your AXA online account — go to axahealth.co.uk, log in, and select the cashback/dental claims option. You don’t need to download a separate PDF form. If you’re unable to submit online, call 0800 587 0955 and ask about cashback claim forms.
What cashback typically covers (check your specific plan)
- Dental treatment — fillings, extractions, check-ups, hygienist visits
- Optical — eye tests, glasses and contact lenses
- Complementary therapies — osteopathy, acupuncture (where included)
- Health assessments — some plans include cashback for health screening
Cashback limits apply. Each cashback category has an annual monetary limit — check your membership handbook or online account for your specific allowances before paying for treatment. Submitting a claim above your limit will result in partial payment only.
What goes wrong
Common AXA Health claim pitfalls — and how to avoid them
No pre-authorisation code
The single biggest reason AXA claims are refused. Always get an authorisation code before attending any treatment — not after. “I thought it would be covered” is not sufficient.
Named referral when guided care applies
If your plan includes guided care, AXA requires an open referral. A GP letter naming a specific consultant may cause your claim to be redirected or refused.
Out-of-network consultant or hospital
AXA only covers consultants and hospitals on their recognised list. Using an unrecognised provider means AXA may cap payment or refuse entirely. Always confirm recognition before booking.
Outpatient limit exhausted
Once your outpatient limit (£500, £1,000 or unlimited) is used up, further outpatient costs fall to you. Check your remaining limit in your online account before each appointment.
Excess misunderstanding
Confirm whether your excess is per claim or per plan year. A per-claim excess applies every time — a per-year excess only once. AXA bills your excess directly — the hospital may request card details at check-in.
Further treatment without a new code
If your specialist recommends additional tests or procedures, you need a new authorisation code for each new treatment. Your original code only covers what was specifically authorised in that interaction.
When claims go wrong
What to do if AXA refuses your claim — the appeal process
Don’t accept a refusal without challenging it. A significant proportion of initial AXA claim refusals are overturned on appeal when the right evidence is submitted. Always ask for the refusal in writing first.
Step 1 — Get the refusal in writing
Ask AXA to confirm the refusal in writing, including the specific policy clause or reason. You cannot mount an effective appeal without knowing exactly why the claim was refused.
Step 2 — Understand the reason and gather evidence
- Pre-authorisation not obtained: Difficult to appeal for planned treatment. Explain the circumstances — genuine emergencies may be considered retrospectively.
- Pre-existing condition exclusion: Obtain a letter from your GP or specialist confirming the current condition is separate from and unrelated to the excluded condition.
- Outpatient limit reached: Check whether items have been incorrectly allocated. Ask if any can be recoded or consolidated.
- Non-recognised provider: Confirm whether there’s been an administrative error. If the provider is genuinely not recognised, you may need to accept the shortfall.
Step 3 — Submit a formal appeal
Contact AXA’s complaints team in writing with your supporting evidence. AXA must acknowledge your complaint within 5 working days and provide a final response within 8 weeks.
Step 4 — Financial Ombudsman Service
If AXA’s final response doesn’t resolve your complaint, escalate to the Financial Ombudsman Service (FOS) — free to use and independent. They can direct AXA to pay if they find in your favour.
Had a claim refused? Thinking of switching?Compare Bupa, Vitality and Aviva — find simpler claiming, wider hospital access and better outpatient cover
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Copy & paste
AXA Health claims — phone script & contact details
Use this script when calling AXA to get your pre-authorisation code. Have your membership number, referral details and CCSD code ready before you call.
AXA Health claims phone script
“Hi, I’d like to start a claim and get pre-authorisation for treatment.
My membership number is [NUMBER] and my name is [FULL NAME], date of birth [DOB].
I have an open referral from [GP NAME / AXA Doctor at Hand] dated [DATE] for [SPECIALTY / TREATMENT].
Could you please:
1. Confirm this treatment is covered under my plan
2. Issue a pre-authorisation / authorisation code
3. Confirm my remaining outpatient limit and excess amount
4. Recommend a recognised specialist near [LOCATION]
5. Confirm whether you can book the appointment for me
Could you also confirm the authorisation in writing to [EMAIL]?”AXA Health contact details 2026
- Your personal claims number: In your membership handbook or online account under “Contact us”
- General enquiries: 0800 587 0955 · Mon–Fri 9am–5pm
- Online account issues: 0800 302 9133 · Mon–Fri 8am–5pm, Sat 9am–5pm
- Live chat: axahealth.co.uk · Mon–Fri 8am–8pm, Sat 9am–5pm
- Mental health claims chat: Mon–Fri 8am–5pm, Sat 9am–5pm
- Online account: axahealth.co.uk → Member Zone
Common questions
FAQs — AXA Health Insurance claims
AXA Health does not publish a single universal claims number — your personal claims line is in your membership handbook or under “Contact us” in your online account at axahealth.co.uk. Different plan types have different claims numbers. If you can’t find it, call AXA’s general line on 0800 587 0955 (Mon–Fri 9am–5pm) and they’ll direct you. Online account issues: 0800 302 9133.
AXA strongly prefers an open referral — where your GP refers you to a specialty (e.g. “cardiology”) without naming a specific consultant. This allows AXA to find a recognised, fee-approved specialist from their network of 36,500. If your plan includes the guided care option, an open referral is required. Named referrals (where a specific consultant is named) may be accepted if the consultant is on AXA’s recognised list — always confirm with AXA before booking.
Log into your AXA online account at axahealth.co.uk and select “Cashback, dental and travel plan claims.” Upload your itemised receipt and complete the online form. AXA pays the cashback directly to your bank account. You don’t need to download a separate PDF form — the process is done entirely online. If you have difficulty, call 0800 587 0955.
Pre-authorisation decisions for straightforward claims are often immediate when submitted online. More complex claims requiring medical information from your GP or specialist may take longer — AXA will let you know if they need additional information. AXA typically pays the hospital or consultant directly once treatment is complete and the provider submits the invoice. You’ll be billed separately for any excess that applies.
Yes. The most common reasons AXA refuses claims are: no pre-authorisation code obtained before treatment, using a non-recognised consultant or hospital, exceeding the outpatient benefit limit, a named referral when guided care applies, or a pre-existing condition exclusion. If your claim is refused, ask for the reason in writing, provide supporting evidence and submit a formal appeal. You can also escalate to the Financial Ombudsman Service if unresolved.
AXA normally bills your excess separately — either directly to you or via the hospital or consultant. At the time of booking or admission, the hospital may scan a debit or credit card as security — they won’t charge it upfront, but have one ready. Confirm with AXA whether your excess is per claim or per plan year, and how much remains for the current year, before attending treatment.
AXA Health does offer no-claims discount (NCD) provisions on some policies. Making a claim can affect your NCD at renewal — how it works depends on your specific policy type. Check your membership handbook for your policy’s NCD rules. AXA has been known to respect no-claims discounts built up with other insurers when you switch to AXA — ask specifically about this when taking out a new policy.
Keep reading
Related guides
Disclaimer: This guide is for general information only and does not constitute financial or insurance advice. AXA Health Insurance claim rules, contact numbers, processes and benefits vary by policy and may change. Always check your specific policy documents, membership handbook and pre-authorise claims with AXA before booking any private treatment. Going Private UK is independent and not affiliated with AXA Health. Contact details correct as of April 2026 — confirm current details at axahealth.co.uk.
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