We're here for you

Supporting you during the coronavirus outbreak

Extraordinary times need extraordinary solutions

Right now, a lot about life has changed. But one thing that’s still the same is our commitment to our members.

Today, more than ever, we’re drawing on our years of experience to bring you the exceptional solutions that these extraordinary times demand. It means that, despite the urgent pressures faced by clinical staff and hospital facilities across the nation, we’re confident that we can continue to be here for you, whatever tomorrow brings.

Last updated: 22 May 2020

Helping you get the support you need

Our promise to you

“We’re committed to doing the right thing by our members. Any reduction in claims costs compared to 2019* arising from delays in treatment due to the coronavirus crisis will be refunded in proportion to your subscription paid.”

Tracy Garrad, CEO AXA PPP healthcare

Support in extraordinary times

Our new Clinical Support Centre gives you access to specialist consultations for a range of conditions, despite the lockdown, from the safety and comfort of your own home. Call us and we’ll connect you to the right specialist.

Unlimited access to your online GP service

Speak to a GP by video or phone from the safety of your home. Unlimited 24/7 online GP appointments (subject to fair-use) are now free of charge to our individual and SME members.

Support for your mental health

Right now, looking after our mental wellbeing is important. So we’ve teamed up with Thrive – the app that helps you boost your mental wellbeing and build resilience – to offer our individual and SME members a free subscription until 30 September 2020.

More services for you

Don’t forget, we have a range of health and wellbeing services to support you during these challenging times. From talking to a physiotherapist by phone to checking your medication with a pharmacist, it’s all at your fingertips for you to use.

Enhancements to your plan benefits

We’re increasing some plan benefits and removing restrictions to help you get the treatment you need.

If you can’t get the treatment you’re eligible for right now we’ll still authorise it for you, so when things return to normal you can have your treatment straightaway, as long as you maintain your cover.

No excess to pay and no outpatient limits on consultations and diagnostic tests for individual and SME members when using our new Clinical Support Centre. Normal policy limits apply to treatment.

NHS cash benefit payment increased by £100 per night from 1 April 2020 for 12 months. If you have any NHS inpatient treatment or NHS cancer radiotherapy or chemotherapy that we would have covered if you had had it privately, you can claim this benefit.

The overall NHS cash benefit limit, of a maximum of £2000 a year, has not increased; just the amount per night or per treatment. This applies to all individual and SME plans including those that which didn’t previously have the benefit. You can also claim if you’re hospitalised for COVID-19-related conditions.

Support for employers

For up to date information and guidance for employers on working safely during the coronavirus pandemic, please use the Department for Business, Energy & Industrial Strategy and Public Health England resource Working safely during coronavirus (COVID-19) COVID-19: guidance for employers (external link).

And, if you are concerned that you may have had a possible or confirmed case of COVID-19 in your business, Public Health England has published guidance about how and where to clean and what cleaning fluids to use -  COVID-19: cleaning in non-healthcare settings (external link).

Travelling and your insurance

The Foreign & Commonwealth Office (FCO) has advised against all non-essential international travel. 

If you cancelled a trip (including a UK trip of two or more nights) which was booked before 9am on 14 March 2020 because of COVID-19 travel restrictions, please contact your travel provider. Once you’ve spoken to them, give us a call and we can discuss your cover. 

Unfortunately, we’ll decline all travel cancellation claims due to COVID-19 for trips booked after 9am on 14 March 2020.

Keep in touch

Make sure we have your up-to-date email address so we can keep you up to date about how we’re here for you