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
