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AXA: Private Health Insurance reviews

Name: Private Health Insurance
Rating: 1.95 (39 reviews)

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1.52

Based on 39 reviews, last reviewed 8th May 2025

No new 5 star reviews

in the past 90 days

100% decrease in 1 star reviews

in the past 90 days

10%

15%

69%

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:

2

Had Axa for 4 years up until last year all fine Sad... Had Axa for 4 years up until last year all fine Sadly the customer service staff are untrained, they cannot find claims, hospitals you can use, consu... Read more Reviewed on: 8th May 2025

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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 (39)

Review of the AXA, Private Health Insurance:

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

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

Mislead and mistreated by AXA

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! All of this was dealt with by Senior Executives, so it wasn't some powerless front line employee who just doesn't care. EXECUTIVES after the people making my health worse! I call them, CRYING in pain, begging then to help me and everyone says the sweetest things, then doesn't follow through with what they say they will do. I have fallen for it so many times, not I can't anymore. I have had to put a complaint to the Quality Control Commission as it's the only way they will be held accountable! Please give your reviews and make complaints to the CQC, not AXA! Reviewed on: 30th June 2022

Extremely rude satff

The staff here are extremely rude and uncaring. They only care about money and treat you as a number. It is really not worth paying for private healthcare when you are treated so shockingly and with no empathy! You pay all this money and when you need an operation that could save your life, they find a loophole and reject you claim! This company is disgusting, unethical and fraudulent! Don’t waste your time! Reviewed on: 29th June 2022

Every claim has rejection, unclarified & unexplained, causing patients extra stress. Every claim is a fight!

Horrible insurance, where every claim has 50% charges that are rejected ( talking about maternity coverage). Seems that nobody’s reading doctor’s claim diagnoses & expensive charges are just being rejected. Do not recommend getting AXA/ CIG health insurance to any individual or organisation! Reviewed on: 11th June 2022

Crooks

Please don’t give them your money they are probably good as long as you don’t have an issue . We had Covid on a trip and had a huge amount of expenses. We filed a claim to be reimbursed 4 months ago . And they are not responsive neither on the phone nor by mail. I’m so mad at them. They are a bunch of crooks. Reviewed on: 16th May 2022

Not as good as expected

I have taken out private health insurance with AXA, when I had a severe cold, the company was unreachable and unresponsive on the weekend. The GP service was a let down. Reviewed on: 28th March 2022

Dreadful communication and service

Had abdominal pain over christmas and had a consultation with their in-house GP service (Doctor Care Anywhere). The GP made a prescription and requested some blood tests and a scan. It has been six weeks and I am still left in pain. AXA Health and DCA have given me the run-around every time I followed up to chase. I keep getting sent e-mails stating that the hospital will be in contact soon but nothing happens. When you call either of them up, they will suggest you call the other party. At AXA, it's almost impossible to speak to the right person as they will transfer you and then no one from that department will answer. I suspect it would have been much quicker and would have gotten investigated if I had just gone to my GP in the first place. Avoid Reviewed on: 15th February 2022

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 resolved quickly. Reviewed on: 9th July 2020

Great customer service,great reward scheme

I've been a member of the AXA group health insurance since 2010. They offer me 50% back on the cost of dental care, eye care, day(s) in hospital , maternity and some other medical services. It have recommended a few people to join them, couple of whom did do so. I was so pleased about that. Their customer service has been exceptional. Whenever I'm changed my personal details or address, I either ring them or write to them informing them of the changes. For eg: after I got married, I sent that information to them. They sent me a letter saying 'thank you for informing them about my recent changes. All original documents were returned to me and it makes me feel good about the level and quality of service I have received from them. Thanks for providing a great service x Reviewed on: 22nd July 2019

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