AXA PPP Health Insurance www.axappphealthcare.co.uk

I'm a person who likes to post positive reviews where due and almost never do the negative ones. Doubtless I am completely wasting my time posting this but such is our crushingly negative experience with this uncaring incompetent money-sucking parasitic organisation that I am happy to go out of my busy way to tell the world about their performance in the hope of even possibly saving another easily-fooled prospective customer (as I was 12+ years ago) from the utter waste of money and infuriating experience I have enjoyed at their mercy.

For the avoidance of doubt, I can't urge anyone strongly enough to AVOID this company and can't speak criticizingly enough of them.

I returned to the UK in 2010 with my young family having lived abroad for 10+ years where we'd been in the habit of having private healthcare. Hearing all those stories of woe in the NHS we decided to get insurance here and after shopping around settled on "Health On Line" who were subsequently acquired by AXA and incorporated into their PPP Healthcare "service". For 12 years we (as a family of 5) have happily paid our insurance premiums which have steadily risen, this year due to be around £3K. Happy customers. But then we can cause to contact them with a view to potentially (just an enquiry) making a claim to use the service. I'm struggling to not swear in describing the misery that followed. Let me briefly describe the very many attempts to make contact (web, email and phone) e.g. countless (20+) phone calls for 30+ mins waiting never once getting through to anyone, only hearing some utter BS message about long wait times, staff shortages and Covid working practices - come on, this is a private insurance company! Precisely the reason people pay for the membership is to avoid all those shortages and delays and problems. Where have all the thousands of pounds gone that I and countless others have paid them? Staff parties? Surely they could hire a couple more call centre people or just outsource to India or do something that will result in a customer experience better than a kettle full of warm vomit? Eventually we had a response after waiting more than a week via their online membership portal which when trying to complete the process resets after just a few moments 'inactivity' - basically their entire customer service system seems designed to discourage anyone from talking to them. But after persevering and waiting 7+ days for a response it was a piece of canned text basically saying go away.

We cancelled our Direct Debits in disgust.

Now if that happens with an organisation who even very slightly care about anything remotely relevant & important to standard business principles you'd expect them to write a letter (or even phone!) asking for feedback, making some vague attempt to understand the reason in the hope of retaining that customer... we're 5 members for 12+ years. After a wait we received an AXA branded standard letter saying membership will end but if we have financial problems we should contact some gvt help/advise sources. No attempt to retain our custom or understand the reason for leaving. Heaven forbid that we might have become discontented and/or they done something wrong. I really hope some customer service or quality training course content researcher find this and uses this as a stand out example of truly terrible disastrous service and an approach by a contemptable huge unwieldy uncaring organisation unfit to stew in their own juices.

Well AXA we left not because we can't afford your membership fees but because you suck. And hey I'm just moving up the management level where I'll get to influence staff benefits and private insurance is on my list. Guess who I won't be using, so that's at least 20 customers you've lost from me alone - and with luck others will see this and be discouraged from going anywhere near you.

All I can say is GOODBYE & GOOD RIDDANCE AXA PPP HEALTHCARE I wish I had never been your customer, let alone my whole family for 12 years. At least I will waste no more money.

I wish I got the name of the person who was on the phone with me. He was courteous, polite and made the process quick and simple. He also wished me a happy birthday, which adds a human touch to the business. A big legend. Hope he sees this.

- Sami Messinezis

I knew I was calling the incorrect line as I was struggling to start a claim for physio using barclays intranet. I rang AXA ppp and was greeted by a gentleman who was extremely helpful. I didn't know my membership number which didn't matter, as he went out of his way to identify me through secondary methods. He was very caring during the call and made sure to understand my needs. He set up a call with Nuffield health and talked me through next steps. The call was signposted very well and I am pleased I got through to him.

Health insurance was never something I gave much thought to. But work paid, so it was as easy to have it as to not have it. I never got sick, so why would I need it. Until I got my cancer diagnosis. That changed everything!

Now I am so glad that I have the Axa cover. With cancer, time is of the essence. The scans and test I needed where booked really quickly (I literally had my CT Scan within days). The level of care that I have received has been outstanding, and Axa have great. All my treatments have been approved and it's been one less thing I've had to worry about. My Axa contact even called me during my first cycle of chemo to check that I was Ok and was there anything else they can do for me.

I Have struggled to get a good phone operator in the past (they were new to the role so I guess they are to be forgiven) but my experience with the agent today really made up for it! He quickly put past errors right, called me back at the time he promised as generally just got the job done quickly and smoothly. Thank you :)

Awful! I wouldn't give it one star! Do not accept a policy with Axa. I had ongoing claim and treatment was postponed due to Covid 19, Global pandemic. When treatment was suspended I contacted Axa given the unusual circumstances surrounding a Global Pandemic and I was told that they would put on hold my treatment which was already funded under my policy. When treatment was able to be resumed in October, I again contacted Axa to confirm first if sessions and treatment would still be covered, which they confirmed in writing they would be covering the remainder of the 5 sessions and had to be concluded within three months. I commenced sessions as advised and had two to date, however the treatment provider was unable to submit invoices or get paid as apparently my company has moved provider. I have challenged this with Axa given sessions where funding was approved in January 2020 for treatment only to go on hold due to Covid and where they had confirmed more than once they would honor the sessions and also gave me the greenlight to proceed with treatment, instead now hiding behind their standard "terms and conditions" and not acknowledging their own mistake and errors, especially when they agreed for me to proceed with the sessions. Which has now left me with a hefty medical bill to pay myself as new health care provider won't cover as pre-existing treatment. So big company with a net worth of $10.3bn is deferring paying a couple of medical invoices, hiding behind standard terms and conditions and reneging on their agreements with no flexibility in light of a situation which has changed and scared the world irrevocably.

If you take an Axa Health Policy, make sure you have a full legal degree to understand their lengthy and convoluted Terms and Conditions in their policy handbook and also have some money in reserve for when they decide to refuse payment on a technicality, even though you might have in writing from them direct an agreement to fund treatment.

Be warned everyone! Stay away. There is a reason they're worth $10.3bn, they'll happily take you cash but not so keen to pay it out.

After months of delays getting an operation, and finally many more months of being unable to perform it due to coronovirus, my employer "spun out" to form a separate legal entity. I went from an AXA policy, to an identical AXA policy. The only change is the legal entity paying it.

This apparently makes my condition "pre-existing" and not covered. I had multiple calls with them. Apparently there is simply no way I can have the treatment I've been waiting 6 months for, because my policy changes in a few weeks.

I'm shocked. I asked the lady on the phone - what if I was having chemo or something? Or I was actually staying in hospital when my policy changed? Oh, she said, casually, your treatment would end.

Want health insurance for piece of mind? Yeah. You won't get it. Seems the only thing you can trust to actually care for you is the NHS. Wish I'd kept that process going because I would actually have gotten treatment by now. I thought private was supposed to be quicker.

The process was awful to deal with too. I had to do all the administration, ringing secretaries, arranging dates (that were then cancelled by AXA as the doctor they told me to contact didn't do operations in a hospital AXA supported... A total mess the whole process).

After my official complaint, AXA decided they had done a bad job! Great! I got £50 back... Didn't even cover the £100 excess. So they admit to being rubbish, but I'm still left worse off, and suffering with a condition for many more months than I should have.

Awful, awful experience.

Funny thing is I'm still a "customer". My condition just suddenly changed to pre-existing mid treatment. You can bet I'm not going to bother using them though.

My call was for a pretty straightforward admin issue (I had not been de-enroled from a company plan having left their employment some time ago). However I have spent countless hours over the past few weeks negotiating with machines, chatbots and IVRs (usually with frustratingly disappointing results) in dealing with banks, utility service providers, retailers, insurance companies etc., that when I was put through to a real person at AXA really quickly I was really delighted! So much so that I asked the advisor (name withheld at your request), who was helpful and courteous - a real pleasure to speak to - to send me a feedback form so that I could pass on my congratulations to your company for keeping up the standard of service that I have always enjoyed with AXA. I'm pleased to say that I am still a member thanks to my new employer, and very happy to be so.

We received a very friendly and professional service when switching insurance cover to AXA PPP. We were delighted to have saved money by doing so too!

Pretty poor, too limited in where you can go

Pretty poor. Once you step outside the run of the mill you find they don’y Want to pay. I needed specialist physio which theoretically covered but non of their approved clinics had the right (neuro) o they basically would not help.

Had they offered to part pay that would have been better. As it is despite expensive insurance cover I get nothing.

Staff pleasant but unhelpful.

Axa should be up front about how limited the offer is