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My helper was well informed , helpful and very considerate.

Easily accessible physio with comprehensive exercise programmes with the app.

Excellent service very professional and helpful

The person I spoke to was polite but I believe had I been male, my experience would have been different. I think my symptoms would have been taken more seriously and, as per the evidence base regarding women's health, I think that the jump in level of pain I was experiencing was not acknowledged.
I appreciate my functional compromise was not as severe as others but surely the point of health insurance is to act proactively, not reactively like the NHS, and to prevent things deteriorating before it drastically affects work and activities of daily living?
Further, a GP colleague had advised and suggested an investigation. As a clinician, I would prefer to understand what I am treating before suggesting a plan. What if you are the statistic that has a serious underlying problem? I was told outright it was nothing to worry about.
And yet, when I then accepted this and suggested I would seek a therapy elsewhere, I was told not to do so.
This was contradictory and I wouldn't feel confident using this service again.

Probably make it a bit clearer that you need to register first before the video call. However the Dr called me on my phone and organised an MRI referral, so all good in the end!

Efficient, speedy service with clear advice, recommendations and plan as to next steps

Very helpful and understanding

Failing to promptly arrange follow up appointment since monday until after complaint.

Then making false claims of calling when no calls have been received.

Hence resorted to alternative treatment.

Everything was well explained

Really impressed with the speed on which things moved, booking process was simple and quick. The professionalism of both consultants I spoke with was great, I felt listened to and supported.

The reporting form was completed on Thursday evening and the earliest appointment that I could access was for the following Thursday. I therefore paid to solve the issue outside of AXA, I achieved this on the Friday. Rather than lose 5 days work, I only lost one. Even then the initial consultation was an over the phone event so it would have probably been longer in discomfort before the problem was resolved. I judge virtual Lucy from time of report to date of first physical meeting with someone to find a solution. If I am in the UK I get faster and more satisfactory results by going elsewhere. It might work well if I was overseas.

What a complete waste of time!
The physio rang on a poor line and kept losing signal and then didn't call back. I then received another appointment for an unsuitable time. I replied to say I couldn't make it and suggested another time. I then received an email to say I'd missed the appointment at the unsuitable time and if I didn't reply my case would be closed. I have since sent a further email but without reply. This service is a joke.

Very confusing

Limited appointments availability otherwise good smooth experience

Would recommend

The telephone customer service did not realise I already used 10 physio sessions this year, so we wasted our time in discussing additional physio.

The process was quick and efficient and easy to follow.