AXA Travel Insurance UK

Very prompt

We always had a travel insurance but never used it. Last year we’ve been to Turkey and our son had an accident and we had to attend the hospital to get some stitches on his eye lid…. We came home and contacted the insurance…. Speechless, very prompt and helpful, and was very quick on getting our money back. Great service

Good

Good customer support

Trying to make a claim on my travel…

Trying to make a claim on my travel insurance and the online portal does not accept. The submissions button is greyed out. I've tried on different browser windows and renamed the files to not have any special characters. It's like they don't want you to submit a claim so they make it unusable. Some of us actually have to work and go into the office so cannot call during their 9-5! And no email to contact or submit a claim either. Would not recommend.

Great contact team.

Great communication with the customer, answering in a short time period.

Had to get the ombudsman involved

Had to get the ombudsman involved. Worst insurance company I’ve ever come across. Ombudsman found in favour of us and awarded us all the money we asked for plus compensation

Absolute waste of time DO NOT USE !!!

Claim on medical conditions travel onsurance

We have had this travel insurance for ages and this year just prior to the start of our holiday wife became unwell and after medical advice decided to cancel. Our on-line claim was simple and only required uploading the receipts for the booking. The claim was accepted in full within a week and payment a few days later. Very pleased with the service.

Gave conflicting information and ignored me for months

In short, AXA repeatedly gave me conflicting information, ignored me for months, and then closed my claim without even notifying me, while I was being harassed by the hospital and ambulance service whom AXA was supposed to pay. The long story: I had a seizure for the first time in my life abroad and was rushed to hospital in an ambulance (while I was unconscious; it wasn't by choice). Incredibly traumatic. I contacted AXA as soon as I received the bills. I was initially told that I needed to sign and return a Release of Information form so AXA could contact my GP to access my medical history. I immediately returned the form. Two weeks later, AXA told me that the form cannot be used because I'm back in the UK. Because my GP was being difficult and insisted that AXA usually contacts them, I called AXA to try to negotiate. I explained that a colleague had told me the Release of Information form can't be used now I'm back in the UK, but I didn't know what to do because my GP didn't want to give me my medical record. The man I spoke to repeatedly said, 'No, no, it's OK, this form is what you need, this one is going to work.' I returned the form later that day. Over a month later, another AXA employee finally replied to say I must request the medical history myself. So one person very confidently assured me the form could be used, only for another to take a MONTH to tell me that it can't be used after all. So I finally convinced my GP to give me the past five years of my medical history, which was provided as a stack of paper. I scanned it and sent it as a PDF as soon as I got it. In this email, I also stated that the medical bills were far more important than the curtailment of the trip, and asked AXA to prioritise those. I also asked for the exact questions my doctor needed to answer in regards to the trip curtailment expenses. This email was completely ignored by AXA. I assumed it would take a while to review the medical history, and I didn't want to be a nuisance, so I waited. One hundred and six (106) days later, I forwarded the original email containing my attached medical history and asked for confirmation that it had been received. This email was also ignored. So six days after that, I finally called AXA to ask what was happening. I was told that my claim was denied three months ago because I did not provide my medical history and failed to provide a medical report proving that curtailment of the trip was necessary. The man who answered my call also said I had been notified of the denial. I was exasperated for several reasons: 1. I was NOT notified that my claim had been denied. At that point, I'd received no communication at all after the last email telling me I needed to request the medical history myself. On my end, it seemed that AXA had deliberately ignored me for over three months. 2. I did not fail to provide my medical history. I sent it as a PDF, as requested, as soon as I received it (20 days after the last email from AXA). I also forwarded it again several months later. I never received any replies or even acknowledgement to these emails. 3. When I sent the medical history, I specifically asked AXA to prioritise the medical bills over the curtailment of the trip (when the curtailment was allegedly the reason my claim was denied) and requested more information in regards to the curtailment, but I was ignored. I assume the reason I was ignored was because my claim was closed before I was able to access and send the medical history. Obviously, my doctor's surgery being difficult is nothing to do with AXA, but they must know it can take a while to get a medical history even from a willing doctor's surgery, and I had to begin this process months after I should have, because AXA had given me conflicting information about forms ever since I first contacted them. AXA told me the claim had been reopened after I called them again. I received acknowledgement of the receipt of my medical history. I also received another acknowledgement email on January 31st. That was the last time I heard from them. I have no idea if they paid the bills (I doubt it) or if the hospital and ambulance service have just given up on hounding me. Let me be clear: my complaint is not about the denial of a claim. It's about AXA giving me conflicting information, repeatedly ignoring me, and denying receipt of a medical history I sent multiple times, which has caused me over a year of stress on top of a traumatic near-death experience. Atrocious service.

I chose the AXA Silver travel insurance…

I chose the AXA Silver travel insurance for my 2-week holiday, and it was a fantastic decision. The purchase process was quick and simple, and the coverage offered excellent value for money. It gave me complete peace of mind throughout the entire trip. I will definitely use AXA again for my next vacation!

It was amazing and very easy thank you…

It was amazing and very easy thank you very much

Disrespectful, mean spirited treatment of this Canadian.

I am Canadian and was covered under this company through my teacher's insurance plan. They rejected my claim when I required a doctor in Mexico who worked at a well know resort. I provided proof of my travel and accommodation, along with the doctor's prescription They made excuses and assumptions I was trying to cheat them or was just dumb. I found their treatment of me disrespectful and mean spirited. A very poor company.

Easy to use website and excellent customer service

Aggressive business practices

I am not surprised by the 85% disapproval rating of 1 star reviews for this abysmal insurer. Never again would I waste time & money on them. It’s a scam .going by what everyone else is experiencing. They are the common denominators after all. Not everybody can be wrong . Shame, I didn’t see this before getting scammed. A class action is needed, They are breaking FCA rules, FOS don’t look at that to make their irrational decisions. Best to take action beyond the equally dodgy ombudsman. These collective reviews reflect how surreptitious the institutions are in the UK.

Satisfactory

Need to do better..

Need to do better... how long does it take to respond to 1 question via email. A week later still nothing. Currently over 1hr 4 mins on hold to try to speak to someone...

Very disappointing claims experience…

Very disappointing claims experience with AXA Assistance / Inter Partner Assistance. I purchased excess reimbursement insurance for a car rental and submitted all the required documents for my claim. After providing the supporting evidence twice and sending a formal complaint on June 1st, I still have not received any reimbursement, meaningful update, or even a response. The lack of communication is extremely frustrating. As a customer, I complied with all the requirements, yet my claim remains unresolved after several weeks. Insurance is supposed to provide peace of mind when something goes wrong. Unfortunately, my experience has been the opposite: long delays, poor communication, and no transparency regarding the status of my claim. I hope AXA Assistance improves its claims handling process and customer service. Until my claim is resolved, I cannot recommend this service.

Think enough has been said about this…

Think enough has been said about this company Tried to make a claim . No fault of our own Trump had invaded iran so our travel was cancelled to Dubai Rung AXA and there operator said don't travel as your insurance would be invalid We will compensate the difference that falls short by the holiday booking amount Tried to get compensation. Oh sorry we do not cover this So please avoid this company 1 star rating speaks for itself .

Ease of purchase

Completing the online proposal was easy and buying the cover was straightforward. However, it was not possible to retrieve the policy documentation afterwards because the authenticator being used by AXA was invalid and I could not log on. So have had to ask for the documentation to be sent by post instead,

Our claim was dealt with quickly and we…

Our claim was dealt with quickly and we obtained the expected amount.

No correspondence, no one telling me what’s wrong, disappearing evidence

Bought travel insurance with pre-existing condition cover through cover wise with AXA as underwriters . Filled out the claim form on AXA portal and provided two medical letters from two separate doctors confirming I can no longer travel due to pre-existing condition. Medical letters keeps “disappearing” from the AXA portal and when I log in it says information is missing despite taking screenshots of the letters being uploaded. There has been no correspondence to advise me what issues there are. I’ve actually not heard from anyone since first putting in the claim.