Update following AXA Health meeting
I wanted to share a quick update following a recent meeting with AXA Health alongside MSKPN, where we took forward a number of concerns raised by Physio First members and MSKPN members.
Firstly, thank you, this was very much driven by your feedback. The themes were consistent, and that really helped shape the conversation.
Invoicing and the portal
We raised the issues around the invoicing portal, particularly for those not using Healthcode. AXA acknowledged it’s not where it needs to be and that it’s under review.
The key point we pushed was the requirement to include clinical information just to get an invoice through. That shifts what should be an admin task into something more complex, and it was accepted that this needs looking at.
Payments and remittances
We highlighted inconsistent payments and lack of clarity in remittances. AXA recognised this and are looking at improving the information provided, which should help reduce some of the back-and-forth.
Session averages and patient expectations
This was a big part of the discussion. The 5.5 session average remains, but AXA did acknowledge the tension this creates when patients believe they can have ongoing or “unlimited” treatment.
They are looking at how this is communicated, but for now the reality is unchanged, clinicians are still balancing clinical need, patient expectations and insurer scrutiny without clear parameters.
Complex cases
We were clear that more complex patients—post-op, multi-site, longer rehab—don’t fit neatly into averages. AXA acknowledged this and said they would consider context, but this is still largely looked at after the event rather than built into the system.
Deregistration
This was an important part of the conversation. AXA acknowledged that recent activity around outliers was, in their words, “heavy-handed.”
They are now looking at a more structured process with earlier warning, opportunity to respond, and consideration of context. That’s a step in the right direction, but not yet in place.
Clinic vs individual recognition
There’s still some inconsistency here. AXA confirmed a preference for individual registration, with clinic recognition limited and under review.
Overall
It was a constructive discussion and AXA were open about a number of areas that need improvement.
That said, the core issue hasn’t gone away—clinicians are being measured against session averages without clear guidance at the point of care, particularly where patient expectations and clinical complexity don’t align neatly.
We will keep pushing on this.
I also had the opportunity to briefly introduce the development of our Data for Impact (DfI) work. This kind of independent, case-mix adjusted data has real potential to support more informed decision-making, particularly if we are serious about linking outcomes, complexity and provider value, rather than relying on simple averages.
As ever, please do get in touch and share your experiences, this is exactly what allows us to represent you properly in these conversations.