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Quote Helpline 01202 544255

Quote Helpline 01202 544255

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We're here for you

We’re here for you

In extraordinary times, we need extraordinary solutions to ensure we keep supporting your health and wellbeing.

We’re still pre-authorising eligible claims so our members can have private treatment as soon as it becomes available again. And in response to the current coronavirus crisis we’re launching a suite of new services, including our new Clinical Support Centre, to help you get the support and care you need.

Our new Clinical Support Centre

  • This new service will give you quick, easy remote access to specialists and practitioners available by telephone, video or online. Helping you reach the right expert at the right time - from the safety of your own home. Just call us on the number on your membership documents.
  • Our Clinical Support team will direct you to the most appropriate specialist for the right support and advice, without needing an NHS GP referral letter. If you have a concern related to coronavirus, please visit NHS 111 online.
  • To make this accessible, we’re removing any excesses, or outpatient benefit limits you may have on your policy, for consultations and diagnostics, when you use the Clinical Support Centre. Normal policy limits apply to treatment.
  • We will do our best to support members who are in need of urgent treatment, with onwards referral, to newly established urgent care pathways put together by the public and private health systems. 

Further support for you

  • You now have unlimited access to remote GP service Doctor@Hand, so you can speak to a qualified GP by video or over the phone 24/7¹. And if your Doctor@Hand GP needs to prescribe something for you, they’ll arrange for this to be delivered to your home, for no more than the cost of a standard NHS England prescription.
  • You now have FREE access to Thrive until 30 September 2020, the app that helps you boost mental wellbeing and build resilience. We’re sending emails to members about this, your access code is already in your Customer Online account.

We’re also enhancing your policy benefits

  • We’ve increased the NHS cash benefit on your policy by £100 per night from 1 April 2020 for 12 months. And we’ve added this to plans which didn’t previously have an NHS cash benefit. You can also use this benefit if you’re hospitalised for COVID 19 related conditions.

And a promise to you

We’re committed to doing the right thing by you.

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 premium paid.

We understand how much uncertainty you’re facing at this time. More than ever, we appreciate our role in helping you look after your health and wellbeing. Though we can’t predict the future, we can plan for it.

In the short term, we expect to pay lower claims as private hospitals focus on helping the NHS during the pandemic. When the crisis is over we expect to pay higher claims due to a catch up in treatment. Once normality resumes, if the value of our health insurance claims in 2020 and 2021 combined falls because of the current crisis, we’ll pass back to you, our customers, the difference compared with 2019.

At this time, we expect to be able to pay any refunds to you before March 2022. The calculation will be verified by an appropriate independent auditor.

This assurance applies to all individual members who had an AXA PPP healthcare, Health-on-Line, SecureHealth or PHC-branded private health insurance plan2 on the 1 January 2020. And any new customers who joined us before 1 April 2020. You can find out more on our website.

If you can’t get the treatment you’re eligible for now, we’ll still authorise it for you and, when the staff and facilities are available, you can have the treatment straight away, providing you maintain your cover.

Best wishes and stay safe,



¹Subject to appointment availability and the Doctor Care Anywhere fair-usage policy.
²Excluding Cashback and Travel plans, or International PMI plans.

Frequently Asked Questions