AXA Travel Insurance UK

Absolutely appalling service and still…

Absolutely appalling service and still waiting 10 weeks on. No proactive contact with the customer and attempting every way possible to delay this claim so I will go away. All information has been provided and I am genuinely astonished at the way these people treat customers.

Got my claim sent back multiple times and asked to prove my relationship

Got my claim sent back multiple times, never stating why, then when I called, got told I had not provided them with the information needed when the online form clearly stated forms submitted, then got told to prove my relationship to my travel companion, who had been diagnosed with a serious illness, trying to say I couldn't claim. When the policy clearly states that I could claim when the person is both a close family member and would have been travelling with them. Got told I would receive an email to send the documents, but so far not received it. The man on the phone was rude and just kept repeeting him self, not really giving me the information I needed on why I needed to prove my relationship for my claim.

Awful experience

Awful experience. I'm at risk of sounding petulant, but sometimes a company pushes you there. I've had a claim ongoing since February for a serous injury. They are impossible to contact. I received an email confirming they would respond in 5 working days. This was after a significant delay anyway. It has now passed two weeks with no contact. I've been on their telephone line for 1.5 hours, no contact. Couldn't get through yesterday either. I wouldn't use these insurance providers. You can find better people.

User Friendly

Full accommodation costs not paid

I had to cancel my trip to Gran Canaria due to my daughter having an accident. Like many people have documented they wait 10 days on any action, so the process has been arduous with no feedback unless I called. Eventually I was told the accommodation claim for an Air BnB apartment was being reduced by 25% as my daughter’s friend , who was coming as our guest, was not named on the policy. I have pointed out that with Air BnB you pay per night for the accommodation,NOT per person, but to no avail.I had paid for the accommodation in its entirety.When I asked to speak to someone in authority I was told there was no point and that was that. I have since lodged a formal complaint but do not hold out much hope, but will take it to the Ombudsman if there is no satusfaction.

Straight forward

Absolute garbage travel insurance

Absolute garbage travel insurance. I have had two policies covering two different trips. On one occasion we missed our connecting flight due to a 6 hour delay and they argued over 12 minutes of an allowable delay time before given me £50 and not the proper compensation, including missed accommodation costs. The second and most recent occurrence, I had a motorcycle crash two weeks before my holiday. They asked for an obscene amount of evidence! They wouldn't accept hospital letters stating the surgery that I had as evidence and kept asking for evidence after I had submitted, adding on more and more requirements. My wife had a separate policy and her policy paid out instantly with the exact same evidence! Goes to show that this is never worth the paper that it's written on! Will never use another AXA insurance product ever again.

Deliberately making a simple claim so difficult so that you give up

I had a very straightforward/low-value travel insurance claim (my child became unwell and needed to see a GP abroad). Trying to get this resolved with AXA has been an extremely painful process. They keep requesting the same information which I’ve provided and have no explanation as to what is wrong with it or what they actually need. Emails are poorly drafted and make no sense. The call centre doesn’t sound like it’s in England and there are long waiting times. It’s been an extremely time consuming and exhausting process designed I’m sure to make you give up.

Excellent customer service

Industry Rating

Comparison insurers were using AXA

Straight Forward layout of Questions

Straight Forward layout of Questions Quick and Competitive quote Would Definitely recommend to friends and family.

Absolute brilliant service

Absolute brilliant service through my bank, from start to end. Clear concise instructions of what was required to support my claim. Fast efficient response, update and reply. Highly recommended AXA Travel Insurance.

Ridiculous company

Ridiculous company, you pay for travel insurance to cover issues and then don't pay out and state some previous medical history to get out of paying which has absolutely no bearing on the reason the travel never took place. I wouldn't recommend AXA to anyone. Stay well away.

Cancelled holiday…

Had to cancel our holiday in March due to family bereavement. Still waiting for our money, keep sending the same emails with the same questions. They are causing us more grief with their questions. When I call staff quite sympathetic on phone, just get same reply we will look into the claim as a matter of urgency. I'm going to seek legal advice as this is ridicilous. Never ever will I use this company for any kind of insurance, they shouldn't even be allowed to trade.

They hide what is a 'covered event' until you actually file a claim

I will never use this insurance again. It was an add-on for LeShuttle but despite my doing my best to figure out specifically what "covered incidents" were, there was no obvious place where this was outlined. I purchased the policy assuming it was a good-faith insurance cover, only to find that I was out £1000+ worth of expenses when my car broke down abroad and we missed out on the last 1/3 of our holiday. It seems they are trying to be intentionally cagey about what is and is not covered, and any respectable company would be very clear - using plain language and putting the conditions in a place where they are easily found.

If i could give 0 stars i would

Ive had a claim going on for a few months now. 10 weeks ago they told me the money would be sent to me within 10 days. Still nothing. Their very hard to get hold of and now after months have sent me an email about the amount, which is all incorrect. So i guess i will be waiting months more. So poor i would never use axa or any firm using axa holiday insurance again. They are a scam.

Absolutely abhorrent insurance company

Absolutely abhorrent insurance company. Never does anything right, never treat customers with basic decency. I had a travel disruption back in December 2025, contacted them quickly after, never replied back swiftly with each response taking weeks to months. Filed a claim for me and my sister, mine got sorted out after FOUR months, with loads of miscalculated troubles, had to contact umpteen times to get them to recalculate, yet still managed to foolishly get the simple maths wrong and sent me the wrong amount every single time. As for my sister- dont even get me started. Mine got through the vetting process fine, yet for my sister it was a complete disaster. Asked numerous times for a "no show letter" from Wizz Air, explained to them i spoke to Wizz Air several times to no avail, called them back multiple times and told me to then produce evidence for me contacting Wizz Air - which i did, still after months of arduous wait, nothing happened, and lo and behold - they had the audacity of sending me an email stating the case is closed after review and would NOT reopen it whatsoever. Avoid at all costs, trash tier company that never places customers at the core of their operations, leaving you stranded and hopeless. Still waiting for my sister's claim until now by the way.

Deeply frustrating and stressful

Initial dealings with the company whilst unwell in November 2025 were caring and positive. However, since I submitted my claim to have MRI scan and medical assessment costs reimbursed they have either ignored my emails or sent repeatedly contradictory emails asking for information already received or a stock update of 'your claim is being processed'. After an initial complaint in February this year, which was escalated to the Financial Services Ombudsman, I had £100 issued in compensation for the delay and an assurance that my claim would be processed as soon as possible. It is now May and I've had no update for several weeks. My most recent formal complaint to AXA 4 weeks ago has gone unacknowledged. The Ombudsman is only able to reopen my case against AXA once 8 weeks have passed since my most recent complaint, so I am poised ready to escalate further if I do not get a satisfactory conclusion in the meantime.

Travel insurance claim due to cancelled flights

Once we made contact with Axa on our return, following our cancelled flights home from Thailand due to the Iran war, our travel claim was dealt with efficiently and in a very timely manner. We are extremely pleased with the outcome and the speed with which we received payment. We would definitely use Axa for travel insurance in future.

My claim has been ongoing for several…

My claim has been ongoing for several months, they take forever to reply. Then just just asking for more and more information than I couldn't possibly get. They make things as difficult as possible and then don't pay out on a legitimate claim. It's not worth having travel insurance , I had to purchase fights home after mine were cancelled costing over £1000 extra, and they've settled my claim for £20! Never get to speak to an actual person, just emails from a different person each time asking for information they already have. Its just a tactic to get you to stop chasing the claim. Absolute nightmare of a company. Update:I have actually replied to the request for further information, however AXA have claimed that I haven't.