Frequently Asked Questions (FAQs)

Who is private health insurance suitable for?

The simple answer – everyone! Private health insurance means peace of mind knowing that help is at hand when you need it. We also know that everyone has different cover requirements and budgets, which is why we offer a range of policies to choose from.

Are there any age restrictions to taking out a policy?

You must be over 18 to take out your own policy with Health-on-Line. If you are younger than this, you would qualify as a “dependent” on a parent or carer’s policy.

There are no upper age limits, so whether you are 19 or 90 you can still take out a policy with us (although bear in mind, the older you are, the higher the costs of the policy).

Will I be covered for pre-existing conditions?

This depends on how we underwrite the policy you choose. There are four different types of underwriting:

• Full medical underwriting – we ask you for any pre-existing conditions before you join and we then work out what you will be covered for or not (this will be shown on your membership certificate)
• Medical history disregarded – we accept any pre-existing conditions (normally only if you are switching from another provider or are part of a business scheme)
• Two year watch and wait (also known as Moratorium) - you are not covered for pre-existing conditions you’ve had in the last five years until you’ve been a member two years in a row and have been trouble-free from that condition for two years

Only for those switching:

• Continuing medical exclusions – carries on exclusions from your previous health insurer if you are switching and is subject to two medical questions

How do I make a change to my policy?

Contact our Customer Service team on 01202 544444

How do you deal with complaints?

We try hard to ensure that there are no reasons for members to complain. However, if we do receive a complaint, we have a charter in place to make sure that we deal with the situation fairly and promptly. You can read more about this in our Complaints Promise to You. For contact details regarding our Customer Relations team please see the ‘Contact Us’ page.

How do I become a recognised specialist with Health-on-Line?

You can find out more information on becoming a recognised specialist with Health-on-Line or AXA PPP healthcare Limited by visiting the Becoming Recognised page on the AXA Health website. If you would like to contact AXA Health to discuss your application for recognition contact the Specialist Recognition Team on 01892 772216. They are available 9am to 1pm Monday to Friday.

How does the claims process work?

The claims process is dealt with directly between us the insurer and the individual concerned. It does not need to impact your time as the Group Secretary. To discover more about our claims process, please visit our how to make a claim page

How are the medical bills paid?

Specialists and hospitals normally send their bills to us and we pay them directly. If you need to pay an excess we will let you know how to pay it.

Why do you request my medical records?

Your policy is designed to cover you for new conditions and symptoms which arose after you took out the policy. In some circumstances you may have been asked to declare what treatment you had previously or whether you had any treatment planned or pending. We request your medical records to ensure your claim is covered under your policy and the terms of your underwriting.

Why do you need additional medical information?

We always aim to assess your claim as quickly as possible. After all, that's why you bought health insurance. The date you joined the policy and how you are underwritten will determine whether we need additional medical information from your GP or specialist in order to assess your claim.

We will let you know as soon as possible if we need further medical information and we will always ask for your consent first. When we request further medical information, we are often reliant upon the information we have requested being sent back to us as quickly as possible by the medical practitioner.

Why are some providers recognised by Health-on-Line and others are not?

In order to keep our premiums affordable, we have negotiated rates with providers which mean they agree to charge within the AXA agreed rates for Health-on-Line members.