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Axa: Private Health Insurance reviews

Name: Private Health Insurance
Rating: 1.97 (37 reviews)

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1.46

Based on 37 reviews, last reviewed 25th Oct 2024

No new 5 star reviews

in the past 90 days

100% decrease in 1 star reviews

in the past 90 days

11%

16%

2 star

70%

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

The worst Thery are completely useless, in basically all aspects. I really hope people read this review (and many others) and decide NOT to use AXA for private ... Read more Reviewed on: 25th October 2024

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About this product

Axa health insurance reviews can help to you to get the inside track on life as a Axa health insurance customer before you take out a policy. Making sure that you find the best health insurance provider for you can help to give you piece of mind...which is were we come in! Smart Money People in the UK's leading financial services review site. Our mission is to help increase trust and transparency using the power of YOUR reviews...so why not write a Axa health insurance review today!

Axa Private Health Insurance reviews (37)

Review of the Axa, Private Health Insurance:

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

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

Several substantial failures

1) Phone queues are over 40 minutes long. I have simply given up waiting before. 2) AXA's communication with the online GP service/app Dr Care Anywhere is laughable; the two entities just don't communicate with one another, so when you join AXA Dr Care Anywhere has no record of this and yiu are charged for GP appointments. You have to continually badger both AXA and Dr Care Anywhere to talk to one another and convey the most basic information; namely that we had in fact taken out an insurance policy and no longer had to pay! Needless to say each said it was the others' fault. 3) Dr Care Anywhere is actually the worst part of AXA: the app crashes regularly and though it pesters you continually to change phone appointments to video appointments, when you do, you will almost always find the GP can't contact you at the appointment time because the app simply can't handle video calls. Therefore you have to start all over again and rebook another appointment 4) AXA have almost ZERO current knowledge of consultants addresses, phone numbers, even what practices and clinics are still operational, so when phoning around to arrange an appointment you spend about 70% of the time speaking to defunct clinics or different specialist's secretaries than the ones you've been given. 5) If you need to see a specialist urgently, good luck! Unless you've had insurance for more than 6 months you have to get a second letter of referral (it's called underwriting and involves an NHS GP filling in a lengthy form - which they charge you for) to substantiate the word of the online Dr Care Anywhere GP that this is not a pre-existing condition; the problem with this, as anyone in the UK will know, is that it takes usually at least two weeks to get an NHS GP appointment and then (in our surgery) only a phone appointment; after which, you may be called in to see a doctor in person - (another two week wait) and only THEN can you hope to get the form filled in and scanned back to AXA. Reviewed on: 25th January 2023

Shocking service and panient care. Save your money !

No emergncy assistance - told touse NHS 111 service. Took 3 days to get a VIDEO GP consultation and after that I was told it wasn't covered. I took out an all wiltsle and bells policy and it was LESS THAN USLESS!! I feel scammed and LET DOWN Reviewed on: 13th January 2023

Awful - obfuscate referral for months. A scam.

DO NOT USE. Months of obfuscation and charges and I still do not have treatment. Also ~1hr wait to speak to a human (and I have only ever gotten through once). Detail: I received a referral letter from one of *their* provided doctor care anywhere GPs. AXA sent me a form that the GP needed to fill in regarding previous conditions. I could not find how to contact the doctor care anywhere GP again for this, and besides they do not know my medical history. AXA responded to this saying that my regular NHS GP should fill the form. I explained they have not diagnosed me for this, but they explicitly assured me that didn't matter. I paid £40 to have my NHS GP fill in the form - which AXA will not refund. AXA then refused my claim because the GP filling in the form did not provide the referral. It took months to get to this stage. AXA will take exactly 8 days to respond to any communication (their stated upper limit). Literally a scam. Reviewed on: 11th January 2023

Dreadful wait times on the phone

So.... get ready for a massive phone bill when ringing AXA. I am currently on hold for over an hour now and using my time to write reviews. Dreadful, over an hour to answer the phone? Dont they employ anybody to provide the service that the fees are for? Isnt that the deal? Insurance fees, need to discuss a claim, ring the insurance company.....oops, nobody there to answer the phone. Clearly a scam..... Reviewed on: 4th January 2023

Worse company

I took out a full AXA health policy costing nearly £900 year . When I feel ill AXA said they have removed most of their services including hospital care. Offering only a phone doctor service for my "stroke" I needed urgent heart surgery! Hence I made formal complaint and was offered a £2 ( two pounds ) refund from nearly £2000 of contributions. When I questioned the £2 refund quote : " your refund is based on our drop in profits " Not only did AXA scam me nearly £2000 in monthly payments but left me without any care when I was seriously ill with heart problems Thank God the NHS stepped in. Reviewed on: 22nd October 2022

Avoid impossible to make a claim

I am literally unable to walk and have an open GP referral letter and followed their process to the letter. Now after 1.5 weeks I have still had not a single response. The NHS is seriously quicker. This is just a scam to take your money and make sure you cannot claim. Expect waiting on phone calls for up to 1 hour when they must hope you give up. Then you’ll get no where! Criminal cancelling my policy. Reviewed on: 22nd August 2022

Terrible customer service. AVOID

Appealing customer service (Membership number AXA/E9438233). More than 45-minute waiting time to get through, and when you do eventually get through, they transfer you to a different department (another 45-minute wait). It took three weeks to get a consultation refused - a system error on their side meant I did not receive notification of the refusal. The complaint was dealt with by "apologising" and offering me a voucher instead of signing off on the referral and dealing with my medical condition. I have not received customer service as appalling as this for a long time. I will be cancelling my firm's membership and moving to another provider. Reviewed on: 1st August 2022

Absolutely woeful service

Have been an AXA customer for 2 years now. Only needed to claim last month and they have made it a nightmare. It is impossible to speak to anyone on the phone - my call have literally not been answered within 60 minutes on several occasions. Then if you do get through you might be told to call another number (another 60+ minute wait to get answered. They have failed to answer online messages as well, including formal complaints, and when they do they just give a stock answer which doesn't answer what you need. When I finally did get through on the phone and got my daughters treatment pre-approved I was told I would be sent a list of 3 specialists to pick from, instead they sent one which is miles away with no explanation. Since then they have failed to answer my messages. I believe they are deliberately preventing me for claiming. Thankfully my contract is up for renewal in August. Reviewed on: 1st July 2022

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