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Axa: Private Health Insurance reviews

Name: Private Health Insurance
Rating: 2.06 (34 reviews)

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1.48

Based on 34 reviews, last reviewed 16th Apr 2024

No new 5 star reviews

in the past 90 days

100% decrease in 1 star reviews

in the past 90 days

12%

18%

2 star

67%

Latest highest rating:

5

Easy access to fast medical treatment at an affordable price Every time I claimed the claiming process was smooth and claims staff really friendly. Even once when things did go slightly wrong, the issue was re... Read more Reviewed on: 9th July 2020

Latest lowest rating:

1

Zero claims honoured when needed - DO NOT USE My recent experience with AXA Health, specifically with the call handler "Jackie Gould," was profoundly disappointing and left much to be desired. I f... Read more Reviewed on: 16th April 2024

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Axa Private Health Insurance reviews (34)

Zero claims honoured when needed - DO NOT USE

My recent experience with AXA Health, specifically with the call handler "Jackie Gould," was profoundly disappointing and left much to be desired. I found her handling of my concerns to be substandard, lacking empathy, and failing to address my needs adequately. As a customer reaching out with legitimate grievances regarding Chiroptic referral and other claims, I expected to be met with professionalism and understanding. However, Ms. Gould's approach fell far short of these expectations. She demonstrated a concerning lack of empathy towards my situation and failed to provide the level of assistance and support that I rightfully deserved. After explaining my situation, all she kept doing was throwing the handbook policy in my face... I don't know anyone who memorizes these types of collaterals.. Honestly, just get real. Furthermore, her inability to effectively handle my complaint only exacerbated the frustration and dissatisfaction I experienced throughout this process. It is disheartening to encounter such poor customer service from a company like AXA Health, which prides itself on providing quality care and support to its clients. In light of this experience, I am deeply concerned about the overall quality of service provided by AXA Health and question their commitment to addressing customer concerns in a timely and satisfactory manner. I sincerely hope that AXA Health takes appropriate steps to address these issues and ensure that future interactions with their representatives are more professional and empathetic. I would highly recommend NOT using this company as they find anyway to reject claims and dehumanise the process thats meant to support your very real needs. I am now complaining to the financial ombudsman. Reviewed on: 16th April 2024

DO NOT USE THIS COMPANY.

DO NOT USE THIS COMPANY. They will do anything to get out of a claim. My 3 year old son had an ear infection when he was 1 and they will not let me get cover for his current GLUE EAR. This in my opinion is like not covering throat cancer if you had a sore throat a few years ago. Reviewed on: 26th March 2024

AVOID for the sake of your mental health

They will add every possible bureaucracy layer so they don't cover your claim. When you finally complete all the tedious steps and bring the documentation requested as it was requested, they will disregard everything and just say no. Reviewed on: 18th March 2024

It is simply impossilbe to make a claim on my AXA he...

It is simply impossilbe to make a claim on my AXA health policy. I never used the policy since taking it out but when I tried to make a claim, the process was almost impossible. A ton of unecessary paperwork that you have to repeat over and over. AXA agents are really polite but have no knowledge of the AXA health service and frusrate your efforts to claim until you give up. This strategy must work really well in saving money but they have lost my repeat business and recommendations. AXA have not once replied to the claim forms I sent them. The never reply to emails. The agents give you all the promises you need to hear to get off the phone,. but then you are left stuck when they fail to process it. Their only explanation is that they don't have staff which is really unfair as they should not be selling this service if they do not have the staff to provide for it. Reviewed on: 27th February 2024

Poor process / website

1) the intake for taking out the insurance is by phone, this is a very error prone process, which can be better done online by the customer himself. My address was entered wrongly and I had to make multiple corrections. 2) the online doctor cannot be activated in the first weeks. 3) the website is not very clear. Most asked for is the claim number, and your policy number, which is not visible in the messages or home page. 4) the website does not know whether your active, in typing a message you can be logged out. 5) many of the customer service are Indian, I find the accent sometimes difficult to follow. 6) the healthcare provider list they provided had my hospital double in there, one in China and the US, one was a wrong entry… quality control is clearly an issue. 7) for the same claim I was asked twice for the diagnosis from the doctor, it was entered with the wrong date the first time. 8) I pointed this out to the customer service 3 times and received 3 times the answer from each time a different person that they understood and would proceed anyway with translating the same diagnosis a second time and evaluating it again. 9) upon calling them the 4th time the customer service representative said she understood and apologised. Upon further questioning it was clear that she did not understood. Taking everything together this is a healthcare company with a bad website that feels like it was designed 2 decades ago, poor quality control, and a not efficient customer service that just drones on. They are nice and apologise a lot. My advice for AXA, redevelop your process, and get rid of the focus on individual customer service. I dont like to having to evaluate the customers service and their individual hobbies. This is just an excuse to not have to look to the process you have. Reviewed on: 4th January 2024

Dental insurance avoid it

Please avoid this company at all cost, they lie about the policy and when submit a claim they refuse to pay you for the first THREE months you can not claim even if it was recommended by your dentist within three months they refuse to pay you, I took the policy in April 2023 and had two filling in November and they still refuse to pay my claim. it's a complete joke, I wish they let you cancel the membreship which makes me sick to be even with them scammers..................... Bupaaaaaaa all the way from now on... Reviewed on: 29th November 2023

still in shock for the terrible experience

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!!!! Reviewed on: 22nd August 2023

Terrible service

They use terrible suppliers, their doctors either don't communicate with then hospitals for scans or the hospitals don't take down the correct info, the claim then expires and you have to repeat the farce again!!! Total incompetence. I'll switch to Bupa next year, Axa are totally useless! Reviewed on: 21st July 2023

Worst health insurance, be careful !

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. Reviewed on: 19th June 2023

Horrible experience

Horrible company, if you have the choice I recommend finding another insurance. Axa doesn't cover anything and they will lie to you and tell you they will cover something in order to get you to sign up. This is what happened to me, I spent an hour on the phone with a woman who told me exactly what procedures and hospitals would be covered and told me I had to have a higher premium in order to be covered for the surgery I needed. I mistakenly took her word because you can't check it anywhere, they don't make coverage information easily. I paid high premiums specifically to cover a procedure and then after a year of waiting for the moratorium to be over they said they won't cover. The doctor has confirmed that many axa patients in the past have been covered for the same surgery but they decided to mess me around for months. they never call you back so you have to call each time and wait an hour just to get through to somebody, and each person tells you something different. Absolute scam of a company. I wish I had gone with a different insurance company. Reviewed on: 3rd June 2023

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