Good experience
It has been a few months since I have used AXA but I was satisfied with the end result when I sent queries in that AXA was supportive in finding specialists for me. The issues I was not too happy with are as follows:
1. Time taken to answer a query (several days is too long)
2. Inability to talk to a human so long periods on the phone
3. Inability to find consultants in certain fields close to home
4. No help with private menopause treatment and no explanation as to why there is no help.
Things I am happy with:
1. Invoices dealt with quickly
2. No quibble about settling bills and invoices.
3. Queries do get answered, even if quite late.
Overall am very happy with AXA and have already recommended to several people.
Svar från AXA Health
Hello Mrs Weir,
Thank you for leaving us your feedback, this is really helpful for us to keep making improvements where needed and also it helps us recognise where we are doing everything right.
I appreciate a delay in a response can be frustrating as well as waiting on the phone. However, we have made huge improvements to our service levels recently and our calls are now answered within minutes and our online turnaround time is currently a maximum of 2 working days. I am confident if you need to contact us again you will experience this better level of service. I'm also sorry to hear some specialties are not available near your home, unfortunately we're unable to guarantee specialists in any specific location, it is just down to who works in your area and who chooses to be recognised within that area as well.
We are constantly reviewing our rules and policies with regard to conditions or treatments that aren't covered and if anything changes with our stance on covering for menopause, there will be communication sent to you about this.
I am very pleased that invoices are easily dealt with and are paid quickly and it's good to hear you're always getting a response even in the cases where you've had to wait a while.
Many thanks again for leaving your feedback,
Alice