Muscles, Bones and Joints service

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 (subject to the terms and conditions and the underwriting conditions applied to your cover).
  • This service is available to members aged 18 and over.

We’re working with HBSUK, specialists in consultant-led digital services for muscles, bones and joint care, on their Virtual Lucy platform, so you will see these names when you use the service.

98% of members needing an online physio appointment were offered one, within 1 working day1

How to book an appointment

Call the claims line on 0800 068 7111, 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.

The claims line for the working hours of 9am to 5pm, Monday to Friday, the member will speak to the PHC Claims team to check eligibility. An out of hours service (5pm-8pm, Monday to Friday and 9am-5pm Saturday) is provided by AXA Health.

Calls are recorded and/or monitored for quality assurance, training and as a record of the conversation.

Set up a HBSUK online account
You’ll need your email address and membership number, which you can find on your certificate of cover.

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 to the treatment and care 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).

89% of members needing an online specialist appointment were offered one, within 3 working days1

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
For example, you may need a personalised exercise plan. You’ll be able to view and track your exercises, see your documents and manage your appointments from your HBSUK online account.

If you need a face-to-face appointment, or 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.

Your downloadable muscles, bones, and joints guide can be found here.

We have created a short introductory video about the service for you.

If this happens
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. Please check your membership handbook to find out what benefits you have access to.


1Source: AXA Health members who accessed the online service from 1st August 2022 – 31st July 2023.


Using the service

How it works with your membership