Support
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Frequently asked questions
Help with using this service
Set up your own HBSUK online account. You’ll need your AXA Health membership number, which you can find on your AXA Health documents. Click sign up on the login page, or click the blue AXA LOG IN button to complete your registration.
Ensure that you’re using the same method you initially used to sign up. If you signed up through our portal using the “AXA LOG IN” blue button, please be sure to use that same method to log back in. If you continue to encounter issues, please reach out to our support team for further assistance.
No, you don’t have to use your AXA Health credentials to sign up. You have the option to log in using your AXA Health credentials by clicking the blue AXA LOG IN button. Alternatively, you can manually create an account with us, you will still need your AXA Health membership number. We recommend using your personal email for registration, as some workplace email systems may block our communications.
Protecting your personal data is very important to us. There’s more about this at: virtuallucy.co.uk/privacy-policy
To access your video appointment, please log in to your Virtual Lucy online account using the credentials you used during sign-up. If you previously used the ‘AXA LOG IN’ button for sign-up, please ensure you use it again. Once logged in, you will find the appointment card on your home page. You can enter the waiting room up to 10 minutes before your appointment’s scheduled start time. Once you’re in the waiting room, you can test your camera and microphone. The clinician will initiate the call when ready.
If you have booked an audio appointment, there is no need to log in to your Virtual Lucy online account. The clinician will call you at your scheduled appointment time using the mobile number you provided during registration.
Click on the “options” button on your appointment and select Reschedule. This will take you to a new page where you will be asked to choose the date and time you want to change your appointment to. You will then be asked to choose between a video or audio call and then asked to choose your clinician. Once you’ve confirmed the appointment you will receive an email and the appointment will be changed in your portal.
Alternatively, if you don’t have the “reschedule” option showing, please contact the support team on either 0115 857 3843 or support@virtuallucy.co.uk
Follow-up appointments are often directly booked in by our contact centre team. When this happens, you will receive a notification of your appointment via email or SMS. If this appointment is not convenient you will be able to reschedule it on the appointment card in your Virtual Lucy online account.
If self-booking has been agreed for your case, you will receive an authorisation email for you to book your appointment. The appointment card on the dashboard will then have a direct link to book your appointment.
Muscle, Bones and Joints
If you weren’t able to book your appointment, and are waiting for our team to book this on your behalf, please allow 1 working day for the booking to be made. If you haven’t heard anything back in more than 1 working day, or have trouble with booking your appointment, please contact the HBSUK team at 0115 857 3843 or support@virtuallucy.co.uk.
Digestive Health & Skin
Our cases are run on an asynchronous online assessment basis. After completing your questionnaires, a clinician will review your case which can take up to 4 working days. If they need further information, they will contact you. Once they’ve completed their review, you will receive and email with your report. If it has been longer than 4 days please contact the HBSUK team at 0115 857 3843 or support@virtuallucy.co.uk
For medical advice and support, please log into your Virtual Lucy online account, where you will be able to arrange an appointment to speak with one of our specialists about your concerns. If you need to check what your plan has cover for or you need to authorise treatment contact AXA Health.
Our Customer Service Team are not trained to provide medical advice.
If you feel like you are seeing no improvement, please contact the support team on either 0115 857 3843 or email support@virtuallucy.co.uk. We can schedule you a follow up to discuss next steps.
Our specialists are trained to make sure they can assess you via online consultation or assessment, and they’ll advise you on next steps that could help. However, if they think you need to see someone face-to-face, they’ll let you know.
Please check your membership documents to find out what you have access to as you will need the appropriate healthcare benefits for the recommended next steps – outpatient specialist consultations, diagnostic tests or hands-on physiotherapy. Any outpatient limits or contribution you normally pay towards treatment each year will apply.
A clinical review is when a consultant reviews the history and details you gave us without the need for an appointment. If there is not enough information the support team will contact you to arrange a phone or video consultation with the consultant.
How this service works with your AXA Health membership
Access to video or phone appointments are included as part of your membership. If you need any face-to-face appointments or tests however, you will need the appropriate outpatient benefits. Any outpatient limits or contribution you normally make towards treatment each year will also apply.
You can use this service even if your GP has referred you. You can use the service while waiting for NHS treatment or if you’ve been referred privately.
Video/audio appointments are included in your cover.
If you have any face-to-face appointments, scans or x-rays, any contribution you normally pay towards treatment each year will apply, just as with any other claim.
Most of AXA Health members have access to our phone and online muscles, bones and joints support service, as part of their membership. However, if you’re referred for diagnostic tests, hands-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 muscles, bones and joints online service by referring to your company wellbeing hub, under the ‘working body’ section.
Please note this service is only available to members ages 18 and over.
If you need a face-to-face appointment, scan or x-ray, please check your membership documents and handbook for details of how your membership covers existing conditions.
This service is available to members aged 18 or over with the appropriate outpatients cover. Some diagnostic tests may need to be carried out on an inpatient or day patient basis so your membership would need to have the appropriate benefits for this.
Using the service will count against any outpatient limit, specialist consultations limit, or any contribution you normally make towards treatment each year. Please note, the review of your online assessment and a call/video call or email from the specialist to confirm their opinion = one consultation. Your No Claims Discount, if you have one, will be affected. AXA Health can check what your membership covers and let you know what is or isn’t covered.
If you’re a member on a large corporate scheme, login to your wellbeing hub to check if you have access to the digestive service. If you don’t have access, call AXA Health on your claims line number in your handbook, and they’ll advise on available options.
Yes, you’ll need a GP referral to access this online service.
You’ll need to pay any contribution you normally make towards treatment each year, and your assessment will come out of any outpatient or specialist consultations limit you have.
If you need a face-to-face appointment, scan or x-ray, please check your membership documents and handbook for details of how your membership covers existing conditions.
This service is available to members aged 18 or over with the appropriate outpatients cover. Some diagnostic tests may need to be carried out on an inpatient or day patient basis so your membership would need to have the appropriate benefits for this.
Using the service will count against any outpatient limit, specialist consultations limit, or any contribution you normally make towards treatment each year. Please note, the review of your online assessment and a call/video call or email from the specialist to confirm their opinion = one consultation. Your No Claims Discount, if you have one, will be affected. AXA Health can check what your membership covers and let you know what is or isn’t covered.
If you’re a member on a large corporate scheme, login to your wellbeing hub to check if you have access to the dermatology service. If you don’t have access, call AXA Health on your claims line number in your handbook, and they’ll advise on available options.
Yes, you’ll need a GP referral to access this online service.
You’ll need to pay any contribution you normally make towards treatment each year, and your assessment will come out of any outpatient or specialist consultations limit you have.
If you need a face-to-face appointment, scan or x-ray, please check your membership documents and handbook for details of how your membership covers existing conditions.
Contact us
When to contact HBSUK
- You have a question about your appointment
- You have a question about your personal details on Virtual Lucy platform
When to contact AXA Health
- You need more information about your health insurance cover
- You have a question about how the service works with your membership
- Or alternatively, contact HBSUK the following ways:
- Call as at: 0115 857 3843
- Email us at: support@hbsuk.co.uk
