Personal

I need treatment

Start a claim for medical treatment

1. Visit your GP

Ask your GP for an ‘open referral’

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2. Give us a call

0800 454 080We’ll explain your cover and our Fast Track Appointment service will find you an appointment with a specialist at a time and place to suit you.

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3. Have your treatment

If you want someone to help you understand your diagnosis and treatment, our Health at Hand experts are on hand to support you, day and night.

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4. Next steps

Once you’ve had your treatment, we’ll settle the bill for what's covered. And if you need more treatment or support with your recovery, give us a call on 0800 454 080.

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Visit your GP

Unless you’re experiencing muscle and joint pain, you need to have a referral from a GP. Even if you know what you’re suffering from and think you know which type of specialist you need to see. However, if you’re suffering from muscle or joint pain, there’s no need to see your GP. Simply call our Working Body service and a physiotherapist will call you back. 

If you’re struggling to get a convenient appointment with your GP, your membership gives you access to a phone or online appointment through Doctor@Hand. You may be covered for consultations on your plan; otherwise pay a simple fee or a yearly subscription. 

Ask for an open referral when your GP refers you to a specialist. This explains the medical condition you have and the type of specialist you need, but it doesn’t name a particular specialist. 

If you have a named referral, where your GP has named a particular specialist, call us before booking a consultation so we can check your cover. If you use a specialist we haven’t chosen for you, you may need to pay some of their costs yourself. We’ll tell you about this when you call to claim. Even if you have a named referral, we can still find an alternative specialist for you, if you want.

Any routine tests or checks that could be carried out in a GP surgery aren’t covered - like most private healthcare insurance plans. If your GP then wants to refer you to a specialist, that’s when we can step in. 

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Give us a call

0800 454 080

Or if your claim is less urgent, you can start your claim on Member Online.

Our Fast Track Appointments service will help you find a suitable specialist and make sure you get seen as soon as possible. We can even book your appointment – if you want us to. Simply ask your GP for an open referral - one that doesn’t name the specialist. 

It’ll speed things if you have your GP’s referral to hand when you call. 

We may ask to see your medical notes or a copy of the referral letter to help with your claim.

Once we’ve reviewed your claim, we’ll give you an authorisation number to give to your specialist.

Even if you’re planning to have treatment on the NHS, give us a call, we’ll explain how we can support you during your NHS treatment. You may even be able to claim a cash payment if you stay in hospital overnight. 

Private healthcare insurance doesn’t cover everything, so there may be times we can’t approve your claim. Take a look at some of the most common reasons.

Check your cover on the move. You’ll find all your plan documents on Member Online.

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Have your treatment

When you go to your specialist appointment, take the authorisation number we give you and your membership number. 

If you want someone to help you understand your diagnosis and treatment, our Health at Hand experts are on hand to support you, day and night. Call the team on 0800 003 004.

Connect to HealthUnlocked – as an AXA PPP healthcare member, you can access the world’s largest social network for health. HealthUnlocked helps people with similar health backgrounds share their experiences, connect to useful groups and organisations, and support each other. Whether or not you’re claiming, simply log in to Member Online.

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Next steps

We normally settle any bills directly with the specialist or the hospital where you’ve had your treatment. If your treatment is not covered for any reason, we’ll let you know.

You can find details of your claims on Member Online and if you’ve chosen to deal with us online, we’ll email you whenever you need to do anything, or there’s something new to look at.

If you need to pay an excess, we’ll let you know and tell you how to pay it.

Private healthcare insurance doesn’t cover everything, so there may be times we can’t approve your claim. Take a look at some of the most common reasons.

If you want some support with your recovery, our Health at Hand experts are on hand to support you, day and night on 0800 003 004

If you need further treatment, let us know and we’ll confirm your cover.

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