We aim to be as clear and comprehensive as possible in our service. However, we understand that you may still have questions about certain matters. Below you’ll find answers to frequently asked questions. If your question isn’t answered in the list below, please don’t hesitate to contact us.

Frequently asked questions

  • Why am I receiving this invoice?

    You are receiving this invoice for the mental health care (GGZ) services provided. Your care provider has chosen to have the invoice sent to you by Axians. Click here to go to the contact form.

  • What do the terms on the invoice mean?

    The invoice contains billing information based on care provided under Basic Mental Health Care (Basis GGZ) or Specialized Mental Health Care (Gespecialiseerde GGZ), in accordance with the Care Performance Model (Zorgprestatiemodel).

    • AGB Practice Code / Practitioner: These codes are part of a database in which Dutch healthcare providers are registered. They also include information relevant to the communication and billing process between your care provider and your health insurer.
    • Performance: This section describes the care service provided to you, along with the corresponding code. The amount charged for the care is linked to this code. The performance code is important for your health insurer to determine reimbursement. Due to privacy reasons, a detailed description of the treatment is not included on the invoice.
    • Provider: This refers to the healthcare professional who carried out the treatment. The AGB code or professional code of the provider will be listed here.
    • Amount: This is the rate associated with the care service provided to you. The rates are determined by the Dutch Healthcare Authority (Nederlandse Zorgautoriteit) and are published on the website: https://www.nza.nl.

  • What is the role of Axians?

    Axians handles the invoicing and collection on behalf of your care provider. Based on the information registered by your care provider, Axians prepares the invoice. You do not pay Axians directly, but instead make the payment to your care provider. The name of your care provider can be found on the front of the invoice. In many cases, the invoice will be fully or partially reimbursed by your health insurer. We therefore advise you to submit the invoice to your health insurer for reimbursement after you have paid it.

  • Is my invoice eligible for reimbursement?

    Most invoices can be submitted to your health insurer. Depending on your insurance policy, the insurer may reimburse the invoice to you. You then need to pay this amount to your care provider.

  • I received a payment reminder, but I no longer have the original invoice. Is there a way to request a copy of the invoice?

    A payment reminder cannot be submitted to your health insurer. You can contact us by phone or via the form below, and we will resend the invoice to you by post. If you prefer to receive the invoice digitally, please contact your care provider.

  • Can I arrange a payment plan? Or request a payment extension?

    You cannot arrange a payment plan with Axians. We are not authorized to make such arrangements on behalf of your care provider. For a payment plan or to request a payment extension, please contact your care provider directly.

  • I received a payment reminder, but I have already paid the invoice. What should I do?

    On the invoice, we ask that payment be made with the invoice number as reference. If you made the payment without including the invoice number, you can contact us via the form below or send a proof of payment by email. Please indicate on the form when you paid the invoice.

  • Are there any additional fees associated with a payment reminder?

    There are no costs associated with this for you from Axians.

  • Consultations have been invoiced, but the time indication is incorrect or I was not at the practice on that date. What can I do about this?

    For questions about the medical content of the invoice, please contact your care provider. Unfortunately, Axians is unable to assist you with this.

  • I received two invoices for the same consultation. Which one should I pay?

    Axians uses sequential invoice numbers. The highest invoice number represents the most recent invoice. If you have received multiple invoices for the same consultation, you can request a credit invoice from Axians using the form below.

  • I disagree with the invoice or the amount I am required to pay.

    For questions related to the medical content of the invoice, please contact your care provider. The consultation rates are determined nationally by the Dutch Healthcare Authority (NZa).

  • I received an invoice at my old address. Can you update the address?

    To update your personal information, please contact your care provider. Axians is not authorized to make these changes on your behalf.

  • I received a payment reminder, but I have arranged a payment plan or payment agreement with my care provider.

    If this happens, it is likely that Axians is not aware of the payment arrangement. You can contact your care provider, who can then inform us of the agreement made.

  • I have switched to a different health insurer. Which insurer should I submit the invoice to now?

    The starting point is always the date on which the service was provided. You can submit the invoice to the health insurer with whom you were insured on the day of the consultation.

  • Where can I go for more information?

    • Questions about reimbursements: Contact your health insurer.
    • Questions about rates: Visit the website of the Dutch Healthcare Authority, https://www.nza.nl.
    • Questions about the invoice: For substantive questions and/or payment arrangements, you can contact your healthcare provider.

You can also contact us by phone at: 088 – 597 59 89.
Our team is available on working days from 09:00 to 12:00.
Of course, you can also send us an email at: zorg-ggz.hc.nl@axians.com

Would you like to know more about Zorg GGZ?

The Zorg GGZ team is ready to help you! Fill out the form below and we’ll get in touch with you.