Payment support service

You can submit queries on payments relating to our new brand AXA Health, and to our old brands AXA PPP healthcare, Health-on-Line and Health Services here. When submitting single queries you can securely send supporting documents (such as your remittance advice). You can also chase or follow up a previous enquiry.

Please note that we're now AXA Health, but you'll continue to see our legal entity AXA PPP healthcare Limited on your payments and other documentation. 

magnifier glass icon

I need to confirm a patient's membership number

Please use this form if you have a rejected invoice on Healthcode related to the patient's membership number and you need to confirm the correct details.

Go
share icon

Payment references and copy remittance requests

If you've received payment but no advice to help you reconcile, please use these forms to request a copy remittance. Please submit your requests for copy remittances via the appropriate link, below.

Please do not query individual invoices using this form. You should use the 'Single invoice query relating to a single member' section on this page.

Queries about payments with the reference 'AXA PPP healthcare GB31' and 'AXA PPP healthcare GB33' should be submitted here.

Queries about payments with the reference 'AXA PPP Admin Serv' should be submitted here.

Queries about payments with the reference 'AXA PPP International' should be submitted here.

plus icon

I would like to submit a recoup request or a credit note

We may need to recoup some money from you if we've overpaid you, perhaps because an invoice was duplicated or submitted in error. Please use this form if you'd like to submit a recoup request or a credit note.

Go
woman icon

I have a single invoice query relating to a specific member

If you have a payment query relating to a specific member with a UK policy, please click here. You'll then be able to specify your query type.

If the member has an AXA Global Healthcare policy, please contact the AGH team here.

Please refer to our membership number guidance, top right hand corner of this page.

man and woman

I have multiple invoice queries relating to multiple members

To help us answer your queries quickly, we need to know which patients you're telling us about. Please check which sort of policies they hold and click through to download the relevant form for your query details. You can then send us the completed form via the page that opens.

If your patients have AXA PPP Tunbridge Wells or Health-on-Line policies, please click here.

If your patients have AXA PPP Bristol policies, please click here.

Please refer to our membership number guidance, top right-hand corner of this page.

upload icon

I would like to submit an invoice

If you can't submit an invoice via Healthcode, or we have requested a copy of an invoice, please click here.

If the patient has an AXA Global Healthcare policy, please send the invoice here.

Please refer to our membership number guidance, top right hand corner of this page.

Please note that our systems are secure and comply with GDPR. You don't need to protect your submissions, spreadsheets or other documents with passwords.

question mark icon

I have a general payment enquiry

Go
help icon

I have an enquiry about reissuing a cheque

Go
termination icon

Procedure code discrepancy

If you are a hospital and have received a shortfall due to us paying the invoice in line with the procedure code the specialist has billed for, please complete this form and send us supporting information for our Specialist Fees Team to review for you.

Go

Guidance on entering your patient’s membership number

We're now AXA Health, a new brand which unites our old brands including AXA PPP healthcare and Health-on-Line. You'll see these old names in use for some time as our members' plans switch from the old brand to the new one. 

These are the membership number formats our systems recognise


AXA PPP Tunbridge Wells

  • AA0000000A
  • 0000000A
  • AXA/A0000000

AXA PPP Bristol

  • STP followed by 7 digits

Health-on-Line

  • HOL/A0000000

AXA Global Healthcare numbers have these prefixes:

  • AXI, AXE, AXC, BXI, BXE, BXC, HKE, KVE, OGI
  • OR format 7000000
Healthcode query 2

Healthcode issues?

If you are having trouble using Healthcode, you can find their contact information using the link below

GO

Healthcode Issues?

If you are having trouble using Healthcode, you can find their contact information using the link below.


My bank details

Our members’ policies may not cover everything, so when there is an excess or some other type of shortfall they can send the money straight to your bank account. If you want to share your bank details with your patients, please complete the relevant section in your profile on the Private Practice Register (PPR).

Worried about fraud?

Please call our 24-hour confidential tip-off line on:


Provider privacy policy