Right now, the levels of demand on our nation’s healthcare resources mean that some treatment services on your policy can’t happen just yet. While you wait, we’re here to support you in new ways.
Best wishes and stay safe.
1.Subject to appointment availability and the Doctor Care Anywhere fair-usage policy.
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.
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 email@example.com should members wish to contact them direct.
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. Please see your membership documentation.
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.