payment support service banner

I have queries relating to AXA Health or Health-on-Line members

Please download and fill out the appropriate form from the boxes below. Then choose the matching button to submit the form to us. 

Choose 'new query' if you haven't yet contacted us about these invoices.  

Choose 'existing query' if you have already received a response from us and have further queries. 

To enter your patients’ membership numbers correctly, please check the formats our systems recognise. See the foot of this page for a guide. 

I have multiple new queries

Please enter your query details on this form and upload the completed form using the appropriate button below.


New AXA Health queries New Health-on-Line Queries

I have multiple existing queries

Please enter your query details on this form and upload the completed form using the appropriate button below.

Existing AXA Health queries Existing Health-on-Line queries

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

Please don’t upload new invoices here: our e-billing provider Healthcode handles invoicing for us.

AXA Global Healthcare members have membership numbers in this format: AXI, AXE, AXC, BXI, BXE, BXC, HKE, KVE, OGI followed by 8 digits; or INTL7 followed by 6 or 7 digits (eg INTL7123456 or INTL71234567). Please click here to submit your query.

Back

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 (2 letters, 8 digits)
  • 0000000000 (10 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)