Query a single invoice for a specific patient

To help us direct a payment query for a specific patient with a UK plan, please enter the patient's membership number below.

If you're following up an unpaid invoice, please note we can't answer your query until 60 days after you've submitted the invoice. Before contacting us, do check it's been 60 days since you sent us your invoice.

If the member has a Global Healthcare policy, please click here.

Guidance on entering your patient's membership number

To provide the cover that’s right for our members we offer and administer many different plans. These are the membership numbers our systems recognise.  

Key:
AA = any letter A-Z
00 = any digit 0-9
AXA and HOL are fixed values

AXA Health Plans

  • AXA-AA000000 (6 digits)
  • AA0000000A (7 digits)
  • 0000000A (7 digits)
  • AXA/A0000000 (7 digits)
  • HOL/A0000000 (7 digits)

 

The Exeter Plans

  • 00000000AA00 (8 digits, 2 letters, 2 digits)
  • AA00000000 (8 digits)
  • 0000000 (7 digits)
  • 000000 (6 digits)

 

Freedom Plans

  • AA000000 (6 digits)
  • AAA00000 (3 letters, 5 digits)

AXA Global Healthcare numbers are in this format

  • AXI, AXE, AXC, BXI, BXE, BXC, HKE, KVE, OGI followed by 8 digits (eg BXC12345678) OR
  • INTL7 followed by 6 or 7 digits (eg INTL7123456 or INTL71234567)