Easy claims process for peace of mind
If you need to book an appointment for a consultation or some treatment, it’s easy to make a claim – just follow the steps below. If you need treatment in an emergency, just make sure you or someone you know gets in touch as soon as possible.
The best way to claim is through your online account. Here, you can manage your plan, make a claim, or ask a question quickly and securely. Alternatively, you can give us a call us on +254 (0) 711 065 100.
Once you contact us, you’ll be sent a list of trusted healthcare providers based on your location. From there, you can choose your preferred hospital or clinic. If you need specialised treatment, you’ll require pre-approval before visiting your healthcare provider. You’ll be issued a pre-approval number, which you’ll present at your appointment along with your customer number.
If you need quick medical advice from anywhere in the world, your Global Health Plan or Global Health Adapt plan gives you access to unlimited phone and video consultations with experienced, independent doctors - all from the comfort of your home, office, or hotel. Whether it’s a minor concern or something more pressing, the Virtual Doctor service connects you to a qualified professional.
You can book a virtual doctor consultation 24 hours a day, seven days a week1.
That’s absolutely fine. You can choose to pay your healthcare provider directly and then submit a claim for reimbursement. Just make sure to keep an itemised invoice and receipts for the treatment. You’ll be reimbursed for eligible claims either by cheque or directly into your bank account - whichever works best for you.
For direct payments, update your bank details and payment preference in your online account before submitting your claim.
Log in or register to access your online account
Manage your plan, make a claim, or ask us a question quickly and securely.
Registering is easy - you'll need your policy number, email address, and customer number, which will be in the format of either 1234567 or INTL7654321.
Prefer to pay upfront and claim later?
The global health plans are insured by us and internationally supported and administered by AXA Global Healthcare¹
AXA Global Healthcare are experts when it comes to global healthcare insurance. Members have access to fast, high‑quality medical care whenever they need it, and wherever they are, as well as access to over 1.9 million healthcare providers worldwide² and over 50,000 specialists² via their virtual care services. AXA Global Healthcare is part of the AXA group, a global company, which means they have expertise around the world, and customers can trust they’ll be taken care of, no matter where they are.
View AXA Global Healthcare's Privacy Policy: https://www.axaglobalhealthcare.com/en/about-us/privacy-and-legal/
Making a claim is easy. Our team is always ready to assist. Call us on +254 (0) 711 065 100, and we’ll be happy to help.
1. The Virtual Doctor service is provided by Teladoc Health and is part of the Virtual Care from AXA offering. Telephone appointments can be booked 24/7, 365. Callbacks are typically within 24 hours. Operating hours vary according to region. For availability in your local market and further information on the Virtual Doctor service, please visit www.axaglobalhealthcare.com/en/international-health-insurance/virtual-care-faqs 2. AXA Global Healthcare (UK) Limited acting as an agent on behalf of Old Mutual General Insurance Kenya Limited, who is the insurance company who underwrite this product. 3. Figures provided by Teladoc Health, 2025. View AXA Global Healthcare's Privacy Policy: https://www.axaglobalhealthcare.com/en/about-us/privacy-and-legal/