Cashback
If you’re claiming for a service that you’ve paid for, you’ll need to provide an itemised invoice, you’ll also need to provide a receipt if the invoice doesn’t show your payment as received. Please note you’ll not need to provide an invoice or receipt if you’re making a cashback claim that you’ve not had to pay for in advance.
If your claim is regarding any of the following, please include the additional information as well:
Or, if you claim is concerning an accidental death, please call us on 0345 605 0187 so we can help guide you. You’ll need the original or certified copy of the death certificate along with a grant of probate or letter of administration.
We will require the itemised invoice to show all the information below to ensure your claim is not delayed.
We will require the receipt to show:
Once your claim has been approved, we'll send you a bank transfer if we hold your bank details. If not, we'll send you a cheque. Please note we are unable to automatically use the bank details we hold for any premium payments without your authority. Please call us on 0345 605 0187 to check we have the correct bank details. You should receive your payment within 5 working days for bank transfers and within 10 working days for cheques, once we've approved your claim.
What do I do if I’m unable to do this online?
Send your supporting documents to AXA Health, International House, Forest Road, Tunbridge Wells, Kent, TN2 5FE.
Don’t forget to include your membership number at the top of each document.
Dental
If you’re claiming for a service that you’ve paid for, you’ll need to provide an itemised invoice, you’ll also need to provide a receipt if the invoice doesn’t show your payment as received.
We will require the itemised invoice to show all the information below to ensure your claim is not delayed.
We will require the receipt to show:
Once your claim has been approved, we'll send you a bank transfer if we hold your bank details. If not, we'll send you a cheque. Please note we are unable to automatically use the bank details we hold for any premium payments without your authority. Please call us on 0345 605 0187 to check we have the correct bank details. You should receive your payment within 5 working days for bank transfers and within 10 working days for cheques, once we've approved your claim.
You can also email your claim securely via your online account.
How to claim for a dental accident
You will need to download the dental information claim form using the below link, and send it along with the required documents to AXA Health, International House, Forest Road, Tunbridge Wells, Kent, TN2 5FE. You can also email this securely via your online account.
Don’t forget to include your membership number at the top of each document.
What do I do if I’m unable to do this online?
Send your supporting documents to AXA Health, International House, Forest Road, Tunbridge Wells, Kent, TN2 5FE.
Don’t forget to include your membership number at the top of each document.
Is this a Medical or Non-Medical claim?
If you’re claiming for a service that you’ve paid for, you’ll need to complete the claim form below and provide an itemised invoice, you’ll also need to provide a receipt if the invoice doesn’t show your payment as received
We will require the itemised invoice to show all the information below to ensure your claim is not delayed.
We will require the receipt to show:
Please also include:
You will need to send it along with the required documents to AXA Health, International House, Forest Road, Tunbridge Wells, Kent, TN2 5FE. Don’t forget to include your membership number at the top of each document.
If your membership number consists of HOL/ or AXA/ followed by a letter and then 7 numbers i.e. HOL/A1234567 or AXA/A1234567.
If your membership number consists of 7 numbers with a letter at the end i.e. 1234567A
Once you have completed the travel claim form, please submit your claim via the link below
If you’re abroad and need help
Call for worldwide medical advice and help in an emergency outside of the UK
International Emergency Medical Assistance
Open 24 hours a day, 365 days a year
If you or someone else covered under your policy is admitted to hospital whilst abroad, we’ll be able to speak directly to the hospital and you can concentrate on getting better. Please call within 24 hours so any medical expenses are authorised as soon as possible.
If you want to claim for things such as loss of passport, delayed departure, or cancellation of trip due to illness, please call us on +44 (0) 345 602 0303 and select option 1 to confirm what information you'll need to provide with your claim.
Lines open Monday to Friday 9am to 5pm. We may record and/or monitor calls for quality assurance, training, and as a record of our conversation.
Policy documents
For renewal dates from 01 April 2023 – 30 September 2024
Insurance product information documents
Membership handbooks
Insurance product information documents
Membership handbooks
Insurance product information documents
Membership handbooks
For renewal dates from 01 October 2023 – 31 March 2024
Insurance product information documents
Membership handbooks
Insurance product information documents
Membership handbooks
Insurance product information documents
Membership handbooks
If you have a Cashback or Travel policy, you can access our 24/7 health support line and speak to one of our team of experienced health professionals. Our team will support you and your family members. No worry is too small – if it matters to you, it matters to us.
Our nurses and counsellors are available 24/7
Our pharmacists and midwives are available:
8am – 8pm Monday to Friday
8am – 4pm Saturday
8am – 12pm Sunday
They can even find you an English-speaking doctor or dentist when you’re abroad by calling us on +44 (0) 1892 772 578.
The 24/7 health support team cannot respond to emergencies. If you require an urgent response or have a medical emergency please call 111/999 or attend A&E.