You can’t postpone back pain or schedule a sprain

Get the help you need; we make sure our members can speak to an expert fast.

You can have a video or phone appointment with a physiotherapist or specialist without a GP referral. You can access this service without a referral from your GP. Please note that eligibility to use the service, as well as the need for a GP referral, is subject to the terms, conditions and underwriting terms applied to your cover. For example, if you are covered on mortatorium underwriting, we may require some further information from your registered GP in order to assess whether your claim is eligible.
This service is available to members aged 18 and over.

This service is delivered by HBSUK a specialist-led online service that is part of the AXA Group, on their Virtual Lucy platform, so you'll see these names when you use the service.

How it works

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How to book an appointment

Call the AXA Health claims line 0800 092 3097, we will check that you are covered and provide you with a link to the online booking tool.

Please note the claims adviser will need to speak to the person requiring treatment. They will need to be available to provide consent.

Calls are recorded and/or monitored for quality assurance, training and as a record of the conversation. Lines are open Monday to Friday 9am to 8pm and Saturday 9am to 5pm.

Set up a HBSUK online account
You’ll need your email address and membership number, which you can find on your documents or on a recent email from us.

Fill in a few details
This is an online form that normally takes about 10 minutes to complete. The team uses your answers to make sure you get the support that’s right for you.

Set up a video or phone appointment
You can choose an appointment at a time that suits you (appointments are available Monday to Friday). Frequently asked questions about using this service

Please only book your appointment from your own HBSUK account. If you book on behalf of someone else, the physio or specialist won't have the right details.

When you have your appointment

You’ll have a video or phone appointment
Your physiotherapist or specialist will talk through your symptoms, assess you and work out what could be wrong.

They’ll advise you on next steps
The team may advise further treatment, for example a personalised exercise plan or treatment and tests. You’ll be able to see your documents and manage your appointments from your HBSUK online account.

If you need a face-to-face appointment, or need more treatment
Sometimes the team may advise further treatment or tests - they'll help you choose which. That could be a face-to-face appointment, a scan or an x-ray.

FAQs

Using the service

How it works with your membership

Most of our members have access to our phone and online muscle, bones and joints support service, as part of their membership. However, if you’re referred for diagnostic tests, hand-on treatment or further investigation with a specialist, please check your membership handbook to find out what benefits you have access to. If you work for a large business (250 plus employees), check to see if your employer has selected the muscle, bones and joints digital service by referring to your company wellbeing hub, under the ‘muscles, bones and joints‘ section.

Already got an account?

If you've already signed up to your HBSUK account, you can log in here

You can’t postpone back pain or schedule a sprain

How to book an appointment

When you have your appointment

FAQs

Using the service

What happens if my GP has recommended seeing a physiotherapist or specialist (such as an orthopaedic consultant) already?

Do I have the healthcare benefits I need to see a specialist face-to-face, have a scan or hands-on physiotherapy?

What happens if I’m unable to log in to the HBSUK online service?

I have accessibility requirements; how can I access this service?

Will I always see a physiotherapist?

How will a video or phone call help?

What happens to my health data?

How it works with your membership

Is this included in my membership?

Do you have to pay towards treatment?

Do all members have access to this service?

Does it matter if this was a condition I had before I joined AXA Health?

Already got an account?