AXA Travel Insurance UK

I would like to know how I can escalate…

I would like to know how I can escalate my claim, as I am extremely dissatisfied with the level of service I have received. For the past week, I have been trying to obtain my GP questionnaire so that my claim can progress. I have already received an acknowledgement confirming that my email was received, but it has now been nine days and I have had no further response. I find this level of service unacceptable. I have sent several emails, none of which have been answered, and I have been given no explanation for the delay. Your online portal is also not fit for purpose. It states that you can submit a claim and upload supporting evidence, but it does not allow this, leaving customers entirely reliant on a mailbox that appears to be a black hole where emails go unanswered. I have all the required evidence ready to support my claim, apart from the GP questionnaire that my GP has requested from you. Despite repeated requests, this has still not been provided, meaning my claim cannot progress. Please can someone urgently investigate this matter, provide the outstanding GP questionnaire, and advise how I can formally escalate this issue. Please also provide me with your formal complaints procedure, as I have been unable to find it anywhere on your website.

Cover Period Shortsightedness

The click-through process when selecting policy details does not allow one to select a period far enough in advance in order to select the correct period, leading to me having to select a period longer than what was required. They clearly do not understand that visa appointments are difficult to come by, and we often have to schedule the appointment many months before the period of travel. I would expect an insurer of their size and reach to accommodate such obvious difficulties that travellers face.

ABSOLUTELY TERRIBLE. AVOID!

ABSOLUTELY TERRIBLE Made a claim on October 2025 and we STILL haven't got our claim sorted out. They've been messing us around with emails back and forth. Putting us through different departments, people, bs reasons, ai responses. Just to waste our time from getting our £2000 back Will be taking our case to the ombudsman so now they'll have to pay all legal fees on top. Absolute cowboys AVOID THIS COMPANY AT ALL COSTS!!!

Took the premier cover for our…

Took the premier cover for our vacation. My husband had a accident and was hospitalised for two week. The insurance was excellent and covered all the medical and repatriation costs. Would definitely use them again.

what's the point of travel insurance…

what's the point of travel insurance settlement i got from here is a joke rip off don't insure through this lot

This must be the worst travel insurance…

This must be the worst travel insurance company. I made a claim the beginning of October 2025 and its still ongoing. Everytime I produce the requested information they ask for more. I have called numerous times and get told I need to be transfered to another department. When I am transfered I get cut off. When I have managed to speak to someone I am told that I will hear in 10 days, still nothing. I was last told the 1st of July, then the 13th, still nothing. I think they just dont want to pay. I am now thinking of going to the financial ombudsman for help. They took my payment, and dont want to fulfill their part of the deal.

Can't log in to my account

Scam.

started a claim 29/06. Whilst in ICU in a foreign country. Then they decide, they need to look into me further. Request 5 years medical history, including mental health whilst I am in hospital for pneumonia??? I have been chasing an update for nearly 2 weeks on status of the claim, they have not responded to me. I will be taking them to the ombudsman and small claims court if nessecary. Edit: over 24hrs since they said they'd reach out to me. I chased them, still no response. This is hilarious.

Needed a date change on a travel policy…

Needed a date change on a travel policy that hasn’t even started yet. Impossible to get a response from them for a simple query. Can someone please help with a simple date change!?

Absolutely appaling customer service - worst travel insurance company ever

Absolutely appaling customer service. I submitted a claim back in April and every 10 days they ask you to submit something else that they already have to delay the claim - when you ring up they tell you it has gone to assessment and you will hear within 10 days and then just before 10 days is up they ask you for something else. Worse company I have ever used

I made a claim with Axa travel insurance

I made a claim with Axa travel insurance which was denied within 2 days. I then made a complaint, the assessor upheld my complaint confirming it was handler error,apologising that the level of service I had recieved was unacceptable and below what i should have expected , apologising again for the distress this had caused, and stated a reassessment would be done.I have waited two weeks and had no contact from Axa Delay delay delay at every turn😡. Ignore the rubbish reply below Axa are the most incompetent careless insurance company i have ever come across, Problems are still ongoing . I and my family 4 people were abandoned in Bangkok for 12 days without duty of care by our airline Qatar Airways. Qatar have defaulted on any reimbursement leaving us with an unsuspected financial loss for food and hotel expences. Something which is clearly covered in our Travel insurance policy. After a complaint was upheld Axa dealt with our claim and paid us £150 for one canceled flight telling us to look at our policy conditions. I can't wait for the Financial Ombudsman deadline 😡

This is a terrible company

This is a terrible company. They sat behind another provider that I picked on MSE Leisure Guard. I bought the premium product based on it being a very expensive trip. Never ever will I use them again. They initially refused my claim then when I complained it was upheld and sent back for consideration. There was then a four month period where they asked for the same information in multiple different formats. They were incredibly slow to pay anything and then paid the bare minimum using every excuse in the book to avoid paying. Read the small print extremely carefully and do your research. I have never ever had such a negative experience with an insurer

Worst service I have ever experienced

Dreadful customer service. It is now nearly a year since I made a relatively small claim after becoming unwell abroad. A few months ago I was told by email there was "no update". When I rang up over 10 months since the original claim, I was told my claim had been cancelled on the system but they didn't know why (and I was not informed of this at all). After they promised it would be dealt with, I rang up a month later and was told exactly the same thing - it was still cancelled, hadn't been followed up, and I should ring back next week to check up that they were actually actioning it! I would never use AXA Travel Insurance again.

Wish i had checked these reviews first

Wish i had checked these reviews first. As usual, there is always some small print to prevent a payout - check this one out.. Page 29 Section A - Cancellation or curtailment charges What is covered 6. You or any person who you are travelling or have arranged to travel with, are a member of the Armed Forces, Territorial Army, Police, Fire, Nursing or Ambulance Services or employees of a Government Department and have your/their authorized leave cancelled or are called up for operational reasons, provided that the cancellation could not reasonably have been expected at the time when you purchased this insurance or at the time of booking any trip or one-way trip. So yeh, unless you fall into one of these niche categories, you won't be getting your money back. I filed a complaint, but not about the fact that they rejected my claim, but about the fact that there were willing to have me jump through hoops getting employment written letters etc - despite already being aware of my circumstances for not traveling, as i included this during the initial claim. So it seems they check what terms they can hide behind before they even check what your claim is about, and then they basically waste your time, making you jump through hoops when they already know they have a term to hide behind and will ultimately be rejecting. They are just setting you up. Even after filing a complaint, they didn't understand the nature of the complaint and just assumed it was about the fact they had rejected my claim, despite making the gripe of my complaint clear on two occasions. They obviously don't know what "After thorough investigation means". So incompetent. Here is the conclusion; Conclusion After completing my thorough investigation and based on the above explanations, it is with regret that I am unable to uphold your complaint. Although I am aware that the explanation within my letter will come as a disappointment to you, I trust you will accept the reasons for not upholding your complaint. I do hope that you consider that I have investigated your complaint fully, fairly and to your satisfaction. EDIT Nice generic response, if you don't know who this is, then either you didn't look, or you have so many of these reports that you really don't know.

Great and easy to set-up

Just got me travel insurance

Just got me travel insurance, was quick and easy online.

urprised to see the rating of 2.2. Mine's 5

I'm surprised to see the rating of 2.2 on Trust pilot. I have nothing but praise for AXA and the agents I dealt with. I had to cancel my entire trip and they were prompt, efficient, thoughtful and, considering my circumstances, showed much kindness. AXA paid out promptly to the full amount under the policy. Very grateful Thank you.

Completely unreasonable and u fair…

Completely unreasonable and unfair company. My parents took holiday insurance out with this company via coop travel (who the holiday was booked with). My mum broke her wrist a few weeks before the holiday and was recommended by the hospital that she does not fly as it is too risky. Despite my parents providing a paid for doctors note along with other documents requested, and the insurance policy stating that insurance is not valid if travelling against medical advice, AXA told my parents they are not paying out. Absolutely disgusting! This was a genuine medical reason, with proof, yet they declined the claim. What is the point in insurance if this is how they treat customers! Avoid!

Absolutely goated company spoke to over…

Absolutely goated company spoke to over 4 reps while trying to deal with an accident that happend all the staff was amazing must of spent over 3 hours on the phone with them trying to deal with a silly medical centre that refused to give us details for our insurance

Unable to open

Unable to open. Hrs wasted trying to do so. Please could you send by post