AXA Schengen Medical Teleconsultation: How the Doctor Please! Service Works

A sudden fever far from home, the struggle to find an available doctor in an unfamiliar city, the fear of not being understood (not everyone speaks your language!), and the anxiety of medical expenses abroad — these are situations every traveler dreads.

Fortunately, with the telemedicine service included in your AXA Schengen insurance, you're never on your own. Through the Doctor Please! service, you can consult a doctor remotely, in your own language and with no out-of-pocket costs, directly from your smartphone.

Here's everything you need to know to use this benefit with ease during your stay in Europe.

By the AXA Schengen editorial team
Page updated: 09.22.2026

TABLE OF CONTENTS

• 💻 Medical telemedicine while traveling: what is it for?
• 🩺 When should you consult a doctor remotely?
• ⭐ The benefits of AXA Schengen telemedicine
• 📱 AXA's Doctor Please! service: how it works
• 👣 How a medical teleconsultation works
• 🔓 How to access Doctor Please! with AXA Schengen
• 🛡️ Choosing AXA Schengen insurance for travel in Europe
• ❓ FAQ: medical telemedicine abroad

What is medical telemedicine while traveling?

Medical telemedicine while traveling allows you to consult a licensed doctor remotely, by phone or video call, directly from your smartphone or computer. This service helps you avoid unnecessary trips to the emergency room or a medical office abroad.

Through the Doctor Please! service, included with all AXA Schengen insurance plans, you have continuous access to medical support:

• 24/7 platform access: schedule your appointment online at any time, day or night.
  
• No language barrier: speak comfortably with doctors in a language you're confident in.
  
• Diagnosis and follow-up: personalized medical advice for a non-urgent health concern or a question about a treatment.
  
• Local referral: if your condition requires an in-person examination, the doctor will direct you to the most appropriate nearby medical facility.
  
• Medical prescription: issuance of an electronic prescription valid at local pharmacies (subject to the regulations in effect in the host country).

When should you use (or avoid) telemedicine while traveling?

To help you know when to use it, here are the main situations where telemedicine is the right call — and those where you should dial local emergency services directly.

Telemedicine or emergency: which reflex should you follow?

🚨 In case of a medical emergency: Do not use telemedicine. Call 112 (the single emergency number in the European Union) or the emergency number of the country you are in immediately, then contact the AXA medical assistance platform to arrange coverage of your hospitalization costs.

What are the benefits of AXA Schengen's medical teleconsultation service?

Included in all AXA Schengen travel insurance policies, remote medical consultation offers a fast and secure solution for managing health issues during your trip.

• Time-saving and convenient: skip unnecessary travel and waiting rooms abroad. Schedule an appointment directly from your smartphone or computer.
  
• Fast response: a doctor reviews your request and typically calls you back within the hour to assess your condition.
  
• No language barrier: describe your symptoms in the language of your choice (English, French, Spanish, German, Italian, Portuguese, and other European languages depending on availability).
  
• Medical assessment and referral: the healthcare professional determines whether an in-person physical exam or a referral to a local healthcare facility is needed
  
• Prescription delivery: receive an electronic prescription directly through your app or at the nearest pharmacy if your condition requires it.
• 24/7 accessible platform: submit your request at any time, day or night, from anywhere in the Schengen area.
  
• No out-of-pocket costs: access to the service is completely free of charge.
  
• Included in all our plans: whether you choose the BASIC, ESSENTIAL, PREMIUM or ANNUAL plan, the teleconsultation service is available at no additional cost.

💡 Good to know: In Europe, an in-person visit to a general practitioner for an uninsured visitor costs an average of €25 to €120 depending on the country. The teleconsultation service included in your policy helps you avoid these unexpected expenses.

How to use the Doctor Please! teleconsultation service from AXA — a step-by-step guide

AXA's remote medical consultation service is easy to use, whether through the app or by phone. To quickly connect with a doctor during your trip, here is a step-by-step guide on how it works.

1. Before You Leave: Set Up Your Account

• Download the Doctor Please! app (free of charge) : Available on the App Store or Google Play Store.
  
• Activate your profile: enter the activation code you received when you purchased your AXA Schengen plan.
  
• Add beneficiaries: you can link children under 18 who are covered under your policy to your profile.

📌 Important: adult travelers covered under your policy must install the app on their own device and create their own account using the same login credentials.

• Complete your information: fill in the required details for yourself and for each child you have registered.

📌 The Doctor Please! service and app are secure. All information you share remains confidential and complies with the European General Data Protection Regulation (GDPR).

2. During Your Trip: Requesting a Consultation

Via the Doctor Please! App (recommended if you have internet access)

1. Open the app and select "general medicine consultation."

2. Fill in the required information:

• Who is the consultation for?
• Your geographic location during the consultation
• Your preferred language for the consultation
• The time zone you are currently in
• An email address so the doctor can reach you

3. Choose your preferred communication method:

• Select a callback request or a video consultation.
• Provide the phone number where the doctor can reach you.

4. Schedule your appointment: Select your preferred date and time from the available slots.

5. Describe your reason for the consultation: Briefly explain your symptoms or the reason for your request.

6. Attach any relevant documents if needed: a photo of a rash, a previous prescription, etc.

7. Confirm your request: A confirmation email will be sent to you immediately.

8. Stay reachable: the doctor will contact you directly at the scheduled time.

Doctor Please! by Phone

Call the number provided to you when you purchased your policy and follow the instructions from the automated system and/or the operator to schedule an appointment with a doctor.

How does a remote medical consultation work?

A teleconsultation follows the same rigorous protocol as an in-person office visit, with the only difference being that it takes place remotely and does not allow for a direct physical examination.

At the end of your appointment, four outcomes are possible depending on your health condition:

1. Simple advice or reassurance: The doctor answers your questions. If the situation does not require any specific action, you can continue your trip with peace of mind.
   💡 Good to know: If your symptoms change during your trip, you can request a new appointment through the app at any time throughout the validity period of your AXA Schengen policy.
   
2. Prescription issuance: When the doctor is able to make a clear diagnosis, they issue an electronic prescription. It is sent directly to your app or forwarded to the nearest pharmacy to your location.
   
3. Additional tests or local referral: If there is not enough information to make a remote diagnosis, the doctor may order further tests (lab work, imaging) and/or refer you to a general practitioner or specialist at your destination.
   
4. Referral to the emergency room: If your condition requires immediate care, the doctor will advise you to go to a local emergency room without delay.
   
   💡 Good to know: From the "My Services" section of the Doctor Please! app, you can access a geolocated directory of doctors and healthcare facilities referenced by AXA near you at any time.

How do I access teleconsultation with AXA Schengen travel insurance?

The teleconsultation benefit is not a separate add-on: it is automatically included in your insurance policy, regardless of the plan you choose.
Here's how to use it in 3 steps:

Step 1: Purchase your travel insurance online before departure

Remote medical consultation cannot be purchased separately.
To access it during your trip, simply purchase an AXA Schengen policy before you leave. The benefit is automatically included in your policy, with no paid options to add.

Step 2: Choose the AXA Schengen insurance plan that fits your needs

All AXA Schengen plans include teleconsultation at no extra cost. Select the option that best matches your travel plans.

👉 Compare all AXA Schengen coverage options and choose the plan that fits your needs.

Step 3: Receive your access credentials and certificate instantly

Once your online enrollment is confirmed, you will receive the following in your inbox:

• Your certified insurance certificate: a document you can download immediately for your Schengen visa application.
• Your Doctor Please! login credentials: your activation code to set up the app before you depart.
• Your assistance documents: emergency contact numbers and the full details of your coverage.

Why choose Schengen travel insurance?

In addition to accessing remote medical consultations, purchasing an AXA Schengen travel insurance plan gives you comprehensive protection to handle any unexpected event during your travels in Europe.

✓ 100% Schengen visa compliant: official certificate accepted by embassies, consulates, and visa application centers.

✓ Guaranteed refund if your visa is denied: we refund your insurance premium if your visa application is rejected (subject to supporting documentation).

✓ High medical coverage: coverage for emergency medical expenses and hospitalization from €30,000 to €2,000,000 depending on the plan.

✓ Repatriation Insurance (medical and in the event of death) : end-to-end coordination and coverage.

✓ 24/7 Medical Assistance: a team of experts available wherever you are

✓ Essential coverage: Personal liability abroad, Individual Accident Insurance, Baggage protection (included or optional), Family assistance, and more.

✓ Instant online enrollment: receive your insurance certificate in 2 minutes by email.

✓ No medical exam required and no age limit: plans tailored to your needs

You might also be interested in:

• How much does Schengen travel insurance with medical teleconsultation cost?
• How to choose travel insurance for Europe?
• Where to go in Europe? Explore our travel guides by destination

FAQ: Questions and Answers About AXA Medical Teleconsultation

Do I need to contact AXA Schengen assistance before a medical teleconsultation?

No. AXA's Doctor Please! remote medical consultation service allows you to consult a doctor online for minor health concerns while traveling abroad, without needing to contact assistance first. If the doctor determines that your condition requires additional care, they can refer you to medical assistance and/or a local healthcare facility.

What is the difference between teleconsultation and medical assistance?

Teleconsultation is a remote medical appointment (via video or phone) with a doctor, allowing you to receive a diagnosis and treatment for non-urgent health issues.
Medical assistance is a support service that guides you, coordinates care, and manages emergencies without performing a medical act itself. In short: teleconsultation treats, medical assistance organizes and keeps you safe.

Can I use AXA Schengen teleconsultation in any country?

Yes, the travel medical teleconsultation service is available anywhere in Europe as long as you have an internet connection or phone network access.

Is medical teleconsultation available 24/7?

Appointment scheduling is available 24/7. Consultations themselves are available Monday through Friday, from 8 a.m. to 8 p.m.

Can I send medical documents to the doctor before the consultation?

Yes, the Doctor Please! app allows you to securely and confidentially send all types of medical documents to the doctor before your consultation.

Can the doctor prescribe medication after the teleconsultation?

Yes. If the doctor determines it is necessary, they can prescribe medication. The prescription is then made available electronically within the Doctor Please! app and/or sent directly to the nearest pharmacy.

Do I need to contact AXA after the teleconsultation?

Yes, if the doctor recommends additional tests or treatment, you must contact AXA assistance. AXA assistance is the sole authority to approve coverage for healthcare expenses under your policy. They can also support you and direct you to the most appropriate healthcare services closest to your location.