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Frequently asked questions

If you have a question that does not appear below, please contact us.

I can’t upload my invoice

When you first register there can be a delay in setting up your account. Please do phone us if you’ve been waiting more than 10 days. Please contact Specialist Account Services on 01892 504038. You can still submit your invoice via fax 01892 508456 or via email SMS.health@axa-ppp.co.uk (please note, for data protections reasons only send one e-mail per patient).

I have locked my account

Your account will be locked if you enter the wrong password more than 3 times. To unlock the account please follow the password reset process above.

I have forgotten my password

You can reset the account yourself by following the instructions online. Start this by clicking on the ‘Forgotten your password?’ link above the Log in button (illustrated below) on the homepage

 Log in screen

 

The treatment address doesn’t appear on the drop down list

Please contact Specialist Recognition (Tel 01892 772216, email specialist.recognition@axa-ppp.co.uk) and they will look into this for you.

The procedure code does not appear on the drop down list

Please contact our Specialist Fees team (Tel 01892 772160, fax 01179726101, email: specialistfees@axa-ppp.co.uk) with your request and they will process it for you.

I have submitted my invoice but it has not been paid yet

Please contact Specialist Account Services (specialist.accountservices@axa-ppp.co.uk or 01892 504038) and they will be able to advise when you should receive payment. For your reference, please see our payment dates below:


Payment Dates


Fortnightly Payments

Your payments leave AXA on the 4th & 19th of each month.

Monthly Payments

Your payments leave AXA on the 4th of each month.

Please allow 2-3 working days for the payment to be credited to your Bank Account.
Your remittance will arrive within 10 working days.

If you are paid by cheque, this will be attached to your remittance.

- Please note that if the 4th or the 19th fall over a weekend or Bank Holiday the payments will leave on the next working day.

How do I complete my invoice?

You must have a valid membership number/gender/invoice number (not more than 10 digits) and date of birth that applies to your patient. If you do not give the correct details at submission it will significantly delay your payment. Please contact the patient if you are unsure of any of these details. Please note that “service date” is the date the treatment took place.

Can I print a copy of my invoice?

Unfortunately we are unable to provide this service. A summary of your invoice will be available and will include invoice number, patient name, membership number, invoice date and invoice total.

Payment dates

Fortnightly Payments

Your payments leave AXA on the 4th* & 19th* of each month.

Monthly Payments

Your payments leave AXA on the 4th* of each month.

Please allow 2-3 working days for the payment to be credited to your Bank Account.
Your remittance will arrive within 10 working days.

If you are paid by cheque, this will be attached to your remittance.

 

*Please note that if the 4th or the 19th fall over a weekend or Bank Holiday the payments will leave on the next working day.

How do I update the contact name and or email address for the portal account?

Please go to the ‘My Account’ section and scroll down to the bottom. You can change either detail there, save it and a notification will be sent to the old email address to advise of the update. The new email address will be the ‘username’ for the account from that point on.

How do I submit an invoice for multiple patients using the same invoice number?

Unfortunately the system does not allow you to use the same invoice number. You can either leave it blank, or differentiate it slightly for each patient. Eg Invoice Number INV12345a, INV12345b, INV12345c etc.

I am a chiropractor, physiotherapist, etc,but I cannot locate the relevant treatment type

Please select a ‘consultation’ option. If you enter anything else the system won’t accept the invoice unless you add a procedure.

I can’t submit my invoice

If you are having problems submitting an invoice please submit it via our Payment Support Service here. Invoices must be sent individually, with one membership number at a time. Thank you for your patience and please accept our sincere apologies for any inconvenience caused.

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Find out more about becoming recognised by AXA PPP healthcare.

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