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How To Make A Claim

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(Open 8am to 6pm Monday to Friday)

At Health-on-Line we get some great feedback from our members. They tell us how easy and straightforward our claims service is and how happy they are with the private hospitals we use. To help you understand how easy it is, here are the typical steps for making a claim.

Claims Step By Step

Step 1 - Visit your GP

Your first step is to arrange to see your GP who will refer you on to a consultant if appropriate.

If the GP gives you an open referral – meaning they do not name a particular specialist – we can help you locate someone suitable to oversee your care.
If the GP gives you a named referral, let us know who you have been referred to and we can check to make sure that they are someone we are able to cover in full for you.
Please note; we are unable to provide cover for GP referred scans or blood tests – this is considered primary care – however, we can step in once it is necessary for you to be referred to a consultant.

Step 2 - Call our Claims Team

Once you have a referral in place, give us a call. We will have a chat with you about your medical condition; we may be able to approve your treatment over the phone but may also need to request medical information from your GP in order to assess the eligibility of your claim first. We’ll be able to confirm this when we speak to you.

Step 3 - Send us your medical records

If medical records are required, once they have been sent to us by your GP we will review them for you within 3 working days and contact you with an update.

Step 4 - Commence treatment & keep us updated

Once your claim is agreed, you can then go ahead with your treatment. We just ask that you keep us up to date with the progress of your care, so we are able to confirm any additional treatment will be covered in full.

What happens if you want to see a specific specialist?

If you would like to see a specialist who is not a named specialist on your policy, but is recognised by AXA PPP healthcare, we will pay 60% of the charges that would normally apply. You will be responsible for paying the remaining charges.

E.g. A patient visits a specialist who is recognised by AXA but who is not a Health For You specialist. The Specialist charges £1000 for the operation. The AXA rate for that particular operation is £800, therefore we would pay 60% of the AXA agreed rate. In this example 60% of £800 = £480.

If your specialist is not recognised by Health-on-Line, or AXA PPP healthcare, you will be responsible for paying the charges in full, so do check with our claims team first.

How are the medical bills paid?

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

Which hospitals are covered?

You can find the nearest hospitals to you, that are covered under a Health For You Policy, by using our Private Hospital Search. You can also find the nearest hospitals to you, covered under a Personal Health Policy, by using the AXA PPP healthcare Hospital Search.

Quote helpline 01202 544255