Review Time
When you send them a message in their system, you do not receive a reply. When you chat, they say that department does not reply to messages and you just need to call this number. Really, how can one know this?
You ask another information on messaging, then receive reply, you are lucky that day! You disagree with the info and cross check with the chat service they give a different info.
No way, it is not acceptable having such errors if a company is operating in the health sector.
Funny enouhg AXA is only commenting to the positive reviews on this platform. In contrary they should comment for the negatives to rectify things.
Utter dissapointment.
When you phone for help the staff are always efficient, helpful and kind. They are always give you plenty of help and guidance and make sure you understand. The staff are nice. The date is an approximate one, can't quite remember the exact date.
Had painful shoulders and groin for 3-4 weeks went Docs , they said it was probably muscle due to lifting.
Pain got worse , phoned AXAHEALTH they diagnosed my condition same day as polymyalgia (PMR) .
Saw a consultant 3 days later, who confirmed diagnosis and prescribed prednisolone and produced an 18 month plan to tackle the problem.
I am completely appalled by how I have been treated by AXA and their representatives. My policy was cancelled on the basis of an alleged pre existing health issue that I did not have at the time the policy was taken out. Instead of handling this professionally or with any basic decency, I was effectively accused of lying.
I have written communication from AXA suggesting that they could potentially involve the police! An outrageous and intimidating accusation to make against a paying customer who was simply seeking support under their policy.
The tone, attitude, and lack of empathy shown throughout this process were shocking. This experience has completely destroyed any trust I had in this company. If this is how AXA behaves when you actually need help, I have zero confidence that you would ever receive treatment or support when it truly matters.
I am absolutely disgusted and would strongly warn others to think very carefully before placing their health or wellbeing in AXA’s hands.
Had a very helpful call with Ben this morning, he was so patient going through my online quote and talking through everything, as a newbie to PMI he demistified the whole process answering my many questions and left me feeling confident in the covet I have purchased.
I've been experiencing neck pain for around a month, so I consulted an online GP through the service. The GP referred me to a specialist, but mistakenly noted that I had the pain for 6 months. As a result, my referral was rejected because I’ve only been a member for about 2 months, which they deemed a pre-existing condition. Now, the service wants me to pay my NHS GP to complete a form about this issue. It feels like they are simply trying to evade their responsibilities.
This is the worst insurance service I have ever encountered. Avoid it entirely. You will end up losing money, and worse, they will keep you in limbo for months. Since August, I have contacted the support team twice, and both representatives assured me they would expedite a referral. Despite reaching out for five months, I have yet to receive any help. They even directed me to consult my own doctor, which defeats the purpose of private care. After five days of relentless follow-ups, I am now unable to upload my documents on their platform, and they have ignored five messages seeking assistance. Three months ago, a manager offered me a £25 discount when I expressed my desire to cancel my membership and request a refund due to the distress caused. Given I pay over £1,500, this is incredibly disrespectful. I also reached out again for assistance regarding the same issue, but they keep passing me around and then claim I never contacted them, despite having proof. All my messages and call logs are documented. I have requested that a manager reach out to me to process my cancellation and full refund, or to support my referral and acknowledge my medical condition. After five days, they responded, instructing me to contact them and assuring me they take my complaint seriously. This is happening while I am dealing with personal loss. The service was sold to me under misleading conditions, as they do not cover essential services like blood tests, yet they continue to take my monthly payments and now offer a 'discount' if I want a blood test. As a doctor, I am appalled by their negligence and the distress they have caused me. Five months later, I am still trying to obtain an email address or a link to upload a document they requested me to provide to my own doctor. They even created two different accounts for me during registration, and if I hadn't intervened, they would have sent my information to the wrong party, violating GDPR regulations. It took four weeks and seven calls to resolve that issue. This is not just negligence towards paying clients' health but a serious breach of confidentiality. I am still waiting for guidance on how to submit my details, which both their doctor and my doctor have supplied. Do not place your trust in this company. I should have listened to the warnings from my colleagues about their unreliability, as their sales representative misrepresented many aspects of the package. I am still waiting to hear from their management while they continue to take my money. They excel in that regard. I rarely write reviews, but this experience is so egregious that the public needs to be informed.
I haven't utilized the service as frequently as I expected. I now believe it might be more beneficial to pay for services individually. The one time I wanted to explore something, I was placed on a national waiting list, and I'm still waiting months later.
Exercise caution with the wording in these policies. The term "pre-existing condition" was not clearly defined, and I've since found out that many issues are not covered. The customer experience has been quite disappointing, and I will be transferring my policy to another provider.
I have contacted the company a few times to get an approval code for treatment. I am pleased with the support I have received thus far. The only confusing aspect is the different websites and links we need to use based on our needs, as well as the limitations on accessing documents through the mobile app. Otherwise, I am very satisfied with the service provided.
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