Payment support service

If you have queries relating to payments from AXA PPP healthcare or its subsidiaries, 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.

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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.

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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.

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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 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.

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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 yoru 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.

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I need help submitting an invoice electronically

Use this form to tell us if you need support, or if you have an issue in submitting invoices electronically.

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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 a 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.

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I have a general payment enquiry

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I have an enquiry about reissuing a cheque

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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.

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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.

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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 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
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Healthcode issues?

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

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