Payment support service

If you have queries relating to payments from AXA PPP healthcare or Health-on-Line, please submit them to us 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

Health-on-Line policies are underwritten by AXA PPP healthcare

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Payment references and copy remittance requests

Queries about payments with the reference ‘AXA PPP Claims’ and ‘AXA PPP healthcare GB31’ 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.

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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 Go. You'll then be able to specify your query type.

GO

If the member has an international policy, please contact the international team here.

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I have multiple invoice queries relating to multiple members

If you have several queries, please use the relevant templates on the right hand side of this page and the spreadsheets below:

AXA PPP healthcare and Health-on-Line (payment references ‘AXA PPP healthcare GB31’ and ‘AXA PPP Claims’)

 AXA PPP Bristol (payment reference ‘AXA PPP Admin Serv’)

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.

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I would like to submit an invoice

If you are unable to submit an invoice via Healthcode or we have requested a copy of an invoice, please submit this to us here. 

GO

If the patient has an International policy, please send the invoice here.

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.

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My query does NOT relate to a specific member

If you have a general enquiry, not specific to a single member, please select from one of the following categories:

Reissue cheque

GO

General payment enquiry

GO

AXA Billing Site Closing

GO

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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

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My bank details

Our members’ policies may not cover everything, so when there is an excess or some other type of shortfall we want to give your patients your bank details so they can send the money straight to your bank account. If you want us to do this for you, please click here and let us know.

GO

Guidance on entering your patient’s membership number

These are the membership number formats our systems recognise

AXA PPP Tunbridge Wells

  • AA0000000A
  • 0000000A
  • AXA/A0000000

AXA PPP Bristol

  • STP + up to 8 numbers
  • WI00000000/WD00000000
  • 00000000PP

Health-on-line

  • HOL/A0000000

Upload multiple queries to AXA PPP healthcare (UK policies only)

If your queries are initial queries that you have not sent to us before, please use the ‘initial debt submission’ template. If you have a further reply to a sheet we have already submitted to you, please use the ‘2nd Generation debt submission’ template, quoting the unique AXA debt ID sent across to you in our initial response.

To send invoices, please use your normal method as this upload is for spreadsheets only. You can submit invoices to support single queries after entering a membership number.

GO

Upload multiple queries to AXA PPP Bristol

If you have several queries, please use the relevant template here to send us a list. Please send one spreadsheet per provider.

To send invoices, please use your normal method as this upload is for spreadsheets only. Invoices can be submitted in support of single queries after entering a membership number above.

GO

Upload multiple queries to Health-on-Line

If you have several queries, you can use the relevant template here to send us a list. Please send one spreadsheet per provider.

To send invoices, please use your normal method as this upload is for spreadsheets only. Invoices can be submitted in support of single queries after entering a membership number above.

(membership numbers beginning with HOL)

GO

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Healthcode issues?

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

GO

Worried about fraud?

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


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