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Axa: Private Health Insurance reviews

Name: Private Health Insurance
Rating: 1.95 (38 reviews)

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1.43

Based on 38 reviews, last reviewed 7th Feb 2025

No new 5 star reviews

in the past 90 days

67% 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

Great until Covid - then everything is declined and... Great until Covid - then everything is declined and a fight and no complaints process. Reviewed on: 7th February 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 (38)

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

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

Very responsive

Their online customer service portal is fab Reviewed on: 7th July 2019

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