AXA Travel Insurance UK

Payment was not working

Payment was not working, called your customer service and got over the phone a rude person willing to drop the call as soon as possible. Terrible experience!

Extremely helpful

Extremely helpful, nice telephone manner. I will certainly recommend to family and friends. Good price and cover.

Absolutely awful

Absolutely awful, took travel insurance out with cover for you which is under axa, had all the paperwork a month, no repsonses, escalated, nothing happens, made a complaint, no response yet from a manager twice. See how many reviews of 1 star I have to leave until I get a response. Thank you for a quick reply although I’m aware you probably do not work for AXA and so far no one has helped resolve the problems I am facing. Came home after 1 day due to my travel companions mother dying, spent over £3000 getting home as couldn’t contact cover for you from abroad for some reason for assistance and we will still be £2000 out of pocket after getting back the insurance money. So will see,

Speed and efficiency

Very good company

Was easy and helpful

Was helpful and easy to purchase

AVOID AT ALL COSTS

For the past 9 weeks, I've been trying to resolve a travel insurance claim originally taken out through Rock Insurance (Leisure Guard) and handled by AXA. After being asked to provide every receipt and supporting document, I photographed everything, organised it in date order and submitted it exactly as requested. Every email has generated an automated acknowledgement confirming receipt. Since then? Nothing. Despite chase after chase after chase, I haven't received an update from a claims handler and, to date, £0 has been reimbursed. This isn't a claim for holiday spending. While travelling in South East Asia, conflict in the Middle East disrupted flights through Doha, preventing me from getting home as planned and unexpectedly extending my stay. During that time, I had to pay for essential expenses, including my epilepsy medication and a minor operation. The claim includes over £1,000 in documented medical costs, all fully supported by the receipts they requested. I've worked in healthcare recruitment for over 12 years. Every day I speak to professionals whose work revolves around caring for people, communicating clearly and supporting them through difficult situations. That experience has made this process even harder to understand. I completely accept that complex insurance claims take time. What I don't understand is how a company can request extensive documentation, confirm it has been received, and then leave a customer wondering for more than nine weeks whether anyone is actually dealing with the claim. For me, this has never been just about the money. It's about communication, accountability and treating customers with the respect of simply keeping them informed. I'm sharing my experience in the hope that it finally prompts a response and encourages others to consider customer service just as carefully as they consider the level of cover when choosing travel insurance and I highly recommend not using the below.

Easy to get a quote and apply for the…

Easy to get a quote and apply for the cover.

Easy to get insurance very clear…

Easy to get insurance very clear ,comper price

AXA Partners: A company disconnected from reality and acting in bad faith.

I am deeply shocked and offended by this company's attitude. AXA is hiding behind bureaucratic excuses to refuse the reimbursement of essential items after a baggage delay, all over a pathetic, minor sum of money.Their reason? The lack of official electronic receipts. AXA knows perfectly well that in Morocco, in traditional souks or taxis, it is absolutely impossible to get an electronic receipt. Using the cultural and local realities of a country as a loophole to escape their own contractual obligations is an absolute disgrace. This is legalized theft.I always believed AXA was a reputable and major insurance company, but today they proved the exact opposite. I will never purchase a policy from them again. I am going to share this disastrous experience and our email exchanges with my entire network to warn them about these abusive practices. Stay away!

Easy process

Excellent customer service…

Excellent customer service representative, understanding, compassionate, communication was next level. Will be using again and the price on the various products was good too.

Believe the bad reviews - You cannot rely on this policy in emergencies.

You cannot rely on this policy in emergencies. I made multiple attempts to contact the emergency assistance number printed on my policy, +44 (0)330 678 3381, between approximately 1:33 pm and 2:08 pm BST today, Sunday 26 July 2026. During my most recent attempt, I selected option 1 and then option 2. The call appeared to connect successfully, but there was nobody on the other end of the line and I received no response. Despite trying the emergency number several times over a period of approximately 35 minutes, I was unable to speak to anyone. An emergency assistance line must be answered reliably. Repeatedly leaving a caller unable to reach anyone—or connected to silence—is wholly unacceptable, particularly when somebody may be calling during a serious medical emergency abroad. I am also concerned that, when I previously contacted AXA, the representative was unable to recognise or locate my policy number due to system issues. This is despite having the certificate of insurance in front of me and being logged into the AXA website at the time. You cannot rely on this policy in emergencies.

Easy

Easy quick service online

Abysmal.

Abysmal. Tried to initiate a claim using their website, didn't work so called them. Customer advisor I called kept experiencing technical difficulties, after 20 minutes and him asking to take my details for a third time, claiming problems with the system, I said I'd try again on the website. Waited a couple of days (thankfully my claim wasn't urgent) and had the same issues with the website. Called then again and lo and behold, their systems were not working again so we went into the same loop as a few days earlier. Me giving my details, them putting me on hold for a prolonged period of time and apologising profusely for the system problems. This time I asked him to send me an email to confirm our discussion which again took a while for them to be able to initiate because of system problems. I ended the call and didn't expect to hear anything but they did actually send the email as requested so there is that. Ultimately, if I was abroad and dealing with an emergency and had to call on AXA travel insurance I would be screwed. Thankfully we were calling because we had to cancel our trip so not as time sensitive and stressful as dealing with something while abroad. So I warn you to absolutely stay away from this organisation. Utterly useless, the website doesn't work and their customer advisors seem to be operating on typewriters, or PCs using Windows 95. My renewal is due in August and I will absolutely be looking for another insurer, this lot aren't worth a penny.

Absolute joke of a company

Absolute joke of a company. The lack of communication is unbelievable. Having heard nothing for over 4 weeks I called for an update to then be told the claim had been denied as GP note was not filled in correctly. Absolutely no attempts were made to make me aware of this so it could be rectified in a timely manner which held my claim up even longer. The staff at most points were rude on the phone and seemed to provide me with the same scripted answers everytime which did not in any way help answer my questions. Only one call handler throughout my 10+ phone calls were any help. Alexander seemed to be the only person who had any common sense out the people I spoke with and helped get my claim sorted. The only positive I have to say is that yes, they have agreed a settlement now. However, that was actually painful dealing with the complete lack of communication and competence from the staff. I will ensure I never use this company again.

Very poor/ rude customer service team

Very poor/ rude customer service team, poor communucation, constant delay tatics in finalising claim / payment, constantly moving the goal post. In May 26, I sent a claim form into AXA travel insurance as my parents were unable to travel on holiday 3 days prior to departing, due to a medical emergency. I have had nothing but delay tatics with the AXA claims department, firstly I had to get a GP medical certificate and additional cost of £40 my parents had to pay, which AXA denied receiving even though I had an email receipt. The claim was delayed even more, AXA requested a no-show confirmation from both Jet2 who were very difficult to get in contact with and the villa owner. After submitting all of the correct documentation as per AXA policy and being informed both by the complaints department and customer services,that the claim will be finalised within 10 days (Thursday 23rd July 26). Today Wednesday 22nd July (on day 9) AXA have moved the goal post once again and are now requesting past medical history over a 5 year period, which again will be another £40 charge to gain this information. AVOID using AXA travel insurance, the company is not customer focused, has a high cost to take out a policy, delays paying out for a claim and constantly lie and move the goal post. This is now 2 months into a claim, which should have been finalised quicker and more efficiently. Avoid taking out a policy with AXA travel insurance (Leisure Guard). I gave a one star service because that was the lowest star available. PLEASE look elsewhere for travel insurance cover. Today I have received a reply from AXA see below, this is now the 2nd time my claim has been escalated lets wait and see what happens on this occassion. AXA are very good at promising results, but nothing happens ???

They refunded me immediately when a…

They refunded me immediately when a birthday error occurred. Excellent service and fantastic price for loyalty. I commend AXA .

he is the good insurance site

AXA - Take a good look at yourselves!

Genuine Claim November 2025. How can it take so long when I have provided pages and pages of evidence. Axa obviously trust no-one - me, my broker, my G.P. my Cardiologist. They need to take a good look at themselves and how they are creating serious mental health problems for honest people. They are ignorant