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.
Yes. Please see your membership documentation.
Simply register at health-on-line.co.uk/mymembership. You’ll need an email address and your membership number, which you’ll find on your membership documents or any recent correspondence we’ve sent you.
Call Health at Hand on 0800 003 004 - 24 hours a day, 365 days a year.
If you specifically need midwife or pharmacist services, these are available Monday to Friday 8am to 8pm, Saturday 8am to 4pm and Sundays 8am to 12pm.
1. Visit www.member.doctorcareanywhere.com/signup/axa and enter your membership number. You can find this on your membership documents.
2. When prompted, enter the details for everyone on your policy. Please enter the information exactly as it appears on your membership statement - don’t shorten names and use the same address.
3. Follow the instructions to set up your account with Doctor Care Anywhere, who deliver the service. You’re ready to book your first appointment.
Yes. This will also apply to members who are hospitalised as a result of Covid-19.
The eligibility of testing for the new coronavirus (SARS-Cov-2) is subject to the normal terms and conditions in our policies.
Currently our policies provide cover for the cost of diagnostic tests when requested by a specialist we recognise when you have been referred by a GP for out-patient treatment, or if you are receiving eligible day-patient or in-patient treatment with a specialist we recognise.
Most policies do not provide cover for screening or testing of symptom-free individuals, preventative treatments or treatment that would normally be carried out in a primary care setting, including fees for services that could be provided by a GP.
Availability of testing of all types is likely to undergo rapid change in the near future and we will be keeping it under close review. It is important not to use tests that have not been adequately evaluated for use in a particular setting because the results could be misleading and harmful. The NHS, PHE and Medicines & Healthcare products Regulatory Agency (MHRA) are evaluating important questions regarding accuracy, effectiveness, when these tests should be used and what advice patients should be given based on the results.
Anyone who is concerned about COVID-19 should visit NHS 111 online for information and guidance.
No. There are currently no private facilities within the United Kingdom offering services to patients who have been diagnosed with, or who are suspected of having COVID-19.
All cases are co-ordinated by the NHS and Public Health England, who also manage all resources. It’s very important it’s done this way so that the Government can continuously monitor, assess and manage the situation.
If the treatment needed was eligible, it would be covered in line with the terms and conditions of your policy.
Yes. This will also apply to members who are hospitalised as a result of Covid-19.
No. Just the amount per night/treatment.
Excesses apply for each membership year. This means that if you incur costs during this membership year, we will take the excess off what we pay for your claim. If you then incur more costs in the next membership year, even if it’s for the same condition, we will take the excess off that claim.
Private hospitals are working with the NHS to address the pandemic. In addition, the spread of the virus and social distancing measures mean it would not be appropriate for most treatments to be provided on a face-to-face basis. If your condition is assessed as urgent, and that you do need to be treated, then your specialist can help you access that treatment through the process agreed between the NHS and private hospitals. In the meantime, through the Clinical Support Centre we will look to get you immediate access to specialists, and also diagnostics where these are available, and can help to manage your condition until treatment does become available.
You’ll be able to use this service now, simply call us on the number in your membership pack.
The new Clinical Support Centre will remain in place until the end of the crisis - when private facilities open and face-to-face care is available again.
Yes, Individual and SME members don’t need out-patient cover to access the Clinical Support Centre.
Remote support won’t be suitable or effective for every condition. Where the service or treatment can’t be provided remotely, our clinical experts will be able to advise the best course of action.
We’re working with PureGym to freeze memberships for the length of time the gyms have been ordered to close. Once the gyms reopen, PureGym will add the time the gym was closed to the end of members’ current PureGym memberships. So, for example, if the gym remains shut for 3 months, PureGym will add an additional 3 months on to the members term, so they will receive the full 12 months of membership. The freeze will apply automatically, so the member doesn’t have to do anything.
There is also a dedicated AXA ActivePlus Customer Service Team contactable via firstname.lastname@example.org should members wish to contact them direct.
Applicable to UK Individual and SME PMI and Dental Schemes:
1.For all these members and groups with a policy in force on the 1 January 2020, and any new customers joining before 1 April 2020 the following will apply:
2. The calculation will be based on comparison of incurred claim ratios (including claims incurred but not yet paid) for the combined 2020/2021 period with a 2019 full year incurred claim ratio. If there has been a reduction in claim ratios in 2020/21 vs 2019 the total level of rebate will be calculated as the number of percentage points fall in claim ratio multiplied by the overall earned premium for the 2020/21 period (before Insurance Premium Tax).
3. Rebates to members/groups will be in proportion to their paid premiums over the 2020/21 period when compared with the total earned premium for the AXA PPP UK Individual and SME PMI and Dental portfolios. All AXA PPP, Health on Line, Securehealth and PHC brands are included. Cashback, standalone travel and International policies are excluded.
4. The following is an example, given in example numbers only, to demonstrate the mechanics:
i. Income = £100m
ii. Claims = £60m
iii. Claim Ratio = 60%
i. Income = £180m
ii. Actual Claims = £90m
iii. Claims at a 60%
iv. Claim ratio = £180m x 60% = £108m
c. Total customer rebate is £108m - £90m, ie £18m
i. If actual claims were equal to or exceeded £108m, there would be no rebate
5. For the calculation of the rebate if any, the associated premiums will be the earned premiums relating to the period on cover and not premiums paid. Premiums will have to be received to be eligible:
a. Any rebate will be in the form of a partial rebate of premium and will include Insurance Premium Tax.
b. Members or groups who lapse during the period will still be entitled to a rebate if applicable, but their share will be considerably lower as their premiums earned will also be lower.
c. If members or groups have received a temporary reduction in premium after 1 April 2020, they will only be eligible for any part of the rebate which exceeds the temporary premium reduction already given.
d. If the total size of the rebate to be paid out is less than £1million (circa £2 per main subscriber) then a single payment will be made to a suitable medical charity.
e. The refund may be deferred if in the opinion of the Board, and on the recommendation of the AXA PPP Chief Actuary it would endanger the solvency of AXA PPP and its ability to pay claims to existing members.
We’re sorry we couldn’t help you. Please call us again so that we can try to support you with our new service.
Members with a confirmed diagnosis, who are waiting for non-urgent, elective surgery can also use the Clinical Support Centre to access care while they wait. This includes support for managing symptoms - for example, accessing pain relief or online physiotherapy.
For some conditions you won’t need a GP referral as you’ll have direct access to treatment through the Clinical Support Centre. We’ll let you know if you need a GP referral. Then you can access our private GP service – Doctor@Hand - by telephone and video, free of charge within our fair usage policy.
Any concerns regarding the coronavirus should be referred to NHS 111, rather than the Doctor@Hand service.
We’ll be emailing soon you to tell you how to access it. You can also log on to Customer Online to get your activation code at health-on-line.co.uk/mymembership.
Your free subscription is available until 30 September 2020. After this date you’ll be able to continue the subscription at your own cost, if you want to.
Yes, the renewal of your policy remains unaffected by the changes that we’re making and we’re continuing to issue membership information within normal timescales.
Some of our providers are able to deal with our members over the telephone and treat them in their centres or clinics. However, we are continuing to look at how we can make sure access to care is available to as many of our members as possible.
Yes. Our specialists and practitioners include those who are expert in paediatrics.
Give us a call and we can find the right care for you – whether that’s direct access to a specialist or to a private GP.
Few health insurance policies cover pregnancy and childbirth because they are not illnesses. Despite the current situation the NHS is still set up to deal with this. If you have any concerns, speak to your midwife, go to NHS 111, or call one of the midwives on our Health at Hand helpline 0800 003 004 (Monday to Friday 8am to 8pm, Saturday 8am to 4pm and Sundays 8am to 12pm).
Neither our providers nor private healthcare insurance policies support emergency care. If you require urgent medical attention, please contact the relevant NHS emergency services.
Please note as of 17 March 2020 the Foreign & Commonwealth Office (FCO) has advised against all non-essential international travel. If you needed to cancel a trip (including a UK trip of two or more nights) which was booked before 9am on 14 March 2020, due to travel restrictions caused by COVID-19, please contact your travel provider in the first instance. Once you’ve spoken to them, give us a call and we can discuss your cover. All travel cancellation claims due to COVID-19 for trips booked after 9am on 14 March 2020 will be declined.
We will not be offering refunds on premiums. The majority of benefits we cover are still available and a lot of those that aren’t available in person will now be made available online or by phone; and without an NHS GP referral. We will help you to get the treatment you need and to manage your condition. We’re working with our providers to bring you access to the specialists, support and clinical guidance that you can’t get anywhere else, at the moment. There will still be some treatment that won’t be available whilst the private sector supports the NHS. However, with demands on the NHS being forecast to be greater than ever before, your private healthcare cover means that you will still get the treatment much sooner than if you didn’t have private healthcare cover.