AXA Travel Insurance UK

Quicker

It is quicker get a travel insurance

AVOID The worst customer service…

Some of the worst customer service I've ever experienced. They approved my claim, so this isn't sour grapes. They tell you to use their website to check the status of your claim. It'd doesn't work. Tried four browsers on two different computers. It doesn't work. So I called them. The staff are plain rude. They talk to you like some sleazy lothario trying to pick you up in a bar. They then transfer you to the "correct team" and make it sound like it's your fault. After 15 minutes on hold, they cut me off. Annoying but these things happen... so I try four more times with the same result. I cannot fathom how a "reputable" company like AXA can think this is acceptable service. AVOID!

I spoke to an extremely kind

I spoke to an extremely kind, patient and compassionate person who supported me gently through the process of getting health insurance for my trip to Argentina.

Do not use these for holiday insurance

I got sick on holiday and were told back in early April — in writing — that our claim would be covered. Since then, this has been dragged out unnecessarily at every stage. We’ve chased multiple times, resent receipts MULTIPLE TIMES, and over a month later we’ve now been told you suddenly need my medical history — despite this note already being on file since 5th May. What’s even more frustrating is that nobody bothered to tell us this was required. The only reason we found out today is because WE called AGAIN to chase the claim ourselves. The lack of communication and organisation from your customer service team is honestly shocking. We already have written confirmation that this claim would be covered, yet instead of processing it properly, it feels like they're deliberately delaying things and making this far more stressful than it needs to be.

Should have license revoked

Booked travel insurance through Coverwise / AXA Partners and had an extremely disappointing experience when my fiancée became seriously ill during our holiday in Jamaica. She suffered violent vomiting and diarrhoea which required emergency hospital treatment and left her confined to the hotel room for days afterwards. The hospital bill was over $1,200 USD and had to be paid upfront directly by us despite the hospital being part of AXA’s own approved network. The most frustrating part was the lack of practical support while abroad. Communication was poor throughout, responses were delayed for days at a time, and despite repeatedly explaining the difficulty and cost of making international calls from Jamaica, we were still pushed to chase medical documentation ourselves from their network hospital. At one stage we were told: “Please excuse my delayed response, I only work on weekends.” That response alone summed up the level of support we experienced during what was supposed to be a medical emergency abroad. We provided invoices, booking confirmations, prescriptions, receipts and full evidence promptly, yet the process continually felt obstructive and focused on delay rather than assistance. We also had to spend a large portion of the holiday confined to the room recovering and caring for my fiancée, effectively losing much of an expensive all-inclusive trip. To be fair, the on-site resort nurse and hotel staff were excellent and did everything they could to help us. Unfortunately the same cannot be said for the insurer. Based on this experience I would not feel confident relying on Coverwise / AXA Partners again during a genuine overseas medical emergency.

Insurance that doesn't insure

I chose this insurance with it's high Defaqto rating, but when I lost my glasses on holiday they said they'd deduct 75% for age. After the excess that would have left me with £34. That's not what I'd call insurance. My glasses were well maintained. I'm deeply disappointed and won't use AXA again, and I will encourage all my friends and family to stay clear of AXA for all of their products. Perhaps AXA should get their fraud team to investigate their own business.

Bought Axa Travel insurance via JET2…****AVOID****

*** EDIT - AXA replied saying complaint registered and Claim instructed to be paid - THIS IS NOT THE CASE. They continually email asking for documents to be sent that they have already received. Complaint is registered, they advise you'll get a call back and NOONE calls about it! ***** My DAD whom I am authorised to deal with! - bought Axa Travel insurance via JET2 Holidays - had to claim in FEB 2026, It is now 11th May and it is still being reviewed with no update - Each time call told its 21 working days but they are working behind no reason given other than thats an then told - Well if you want to complain I can take your complaint but otherwise just need to wait .....

Avoid — exhausting and obstructive claims process

19.05.2026 - Still waiting to hear back - I suppose its a good way to bluff other unsuspecting customers to suggest you are looking into claims when clearly you are not. Avoid — exhausting and obstructive claims process Trying to claim for flight cancellations through AXA has been a miserable experience. Over 12 weeks, I received 18 separate emails chasing what ultimately amounted to five pieces of information. Requirements kept changing, documents were rejected over minor file‑format issues, and additional information was requested without clear explanation — even after earlier submissions covered the same points. The process feels deliberately overcomplicated and unnecessarily drawn out. Instead of progressing the claim, the constant back‑and‑forth and shifting goalposts make it incredibly hard to complete what should be a straightforward refund. After being told there was only one document left to provide, the AXA handler (Dylan) has simply stopped responding altogether. No update, no explanation. The time, stress, and financial strain this causes is unacceptable. Based on my experience, AXA’s claims handling appears designed to wear you down rather than support policyholders when they actually need help. Still waiitng to hear back - its only been ongoing since the 8th March 2026!

Terrible experience with Axa for…

Terrible experience with Axa for emergency dental treatment. The bureaucracy is appalling for a small claim. Just don't use Axa. I have used other insurance companies in the past, and this one has been the worst. They require a two-year diagnosis from your GP for a small claim for your emergency dental treatment. I would never use them again.

Axa were professional

Axa were professional, helpful and efficient.

Great service

Not worth Insuring

I recently departed the UK on a once in a lifetime cruise to the Arctic Circle and Northern Lights. I took out cruise insurance for missed ports, Due to bad weather forecasts, the complete cruise itinerary was changed by the cruise company within 24 hours of leaving the UK. The revised itinerary ( a trip round the Baltic capitols) was not in any way compensation for the original one. This company refused to pay out on the original 5 missed ports.

Couldn’t verify payments via online

Couldn’t verify payments via online Spoke to a lovely lady who sorted it all out for me! Insurance in place

Fell ill in Turkey in April 2026

Fell ill in Turkey in April 2026, ended up in a local medical centre who wanted to charge me £295 for an examination. After 3 hours of treatment including IV drip and observations, I had a bill of over £1300! Phoned AXA who spoke directly with the medical centre and offered to make a payment guarantee to save me having to pay out the lump sum. Unfortunately the medical centre declined and I had to pay the full amount. The person on the end of the phone was very helpful snd reassuring, advising on all of the documents that I would need to get from the Turkish Dr to support my claim. I submitted the documents two days after my return to the UK. I made a couple phone calls once I submitted the info to ensure there was nothing else they needed from me. Each time I was handled with care and patience amd was reassured by the person on the end of the phone. I also had regular email updates, including saying my claim was submitted and accepted. After two weeks I received an email confirming my claim would be paid out in full minus my £100 excess and then today (three weeks later) I received a text to to confirm payment had been made. Cannot fault the whole process, and will continue with my annual travel insurance knowing that I have peace of mind for when I travel abroad.

AVOID AVOID

AVOID AVOID AVOID LIKE THE PLAGUE!!!! I’ve never known a company to be so horrendous. Myself and wife have been loyal customers for 10 years and never once made a claim. As soon as you need them, they let you down!!!! I had two trips booked but feel incredibly ill with rapid onset cellulitis in my left glute which required 4 hours of emergency surgery. This left me with a gaping wound the size and depth of an egg in my left glute which meant I was not allowed to travel. Advice given to me by the hospital surgeon and GP. My claim has been refused and denied as two years prior I saw my doctor about my asthma. ASTHMA!!!! That had no connection to my surgery that happened two years after that doctors appointment. Complete charlatans!!!! You’d be better off just burning your money rather than giving it to this company. To the ombudsman it’ll go! Read through the other reviews and you can see the common theme of their incompetence and reluctance to help!!! Shameful and disgusting behaviour!!!

Very helpful and understanding

Really bad customer services cant…

Really bad customer services cant understand what they are saying my wife was diagnossed with stage 3 cancer so was not able to fly out to turkey in april put the claim in febuary still not been paid out sent all relavent information was sent over was not able to travel because my wife was receiving treatment they have made this so difficult ring them up all i get its being escalted absoulty a joke as if we not got enougth stress at the moment phoned yesterday just got fobbed of with a guy who did not have a clue what he was doing phoned this morning spoke to a guy i could not understand all he was doing was mumbling i asked could i speak to somebody else he refused so i rang 4 times same guy answered till finaly spoke to someone else again same thing i will speak to team to get it escalted

Waste of Money - Useless Policy - Avoid

Coverwise policy seems all fine until you realise it is underwritten by AXA. Return flights delayed which meant that we missed our connecting flight but this wasn't covered. Airline refusing to pay and insurance refusing to pay so now I'm left with the bill for an additional 3 nights accommodation and travel. Not worth the paper it's written on.

PLEASE CHOOSE ANOTHER INSURANCE PROVIDER

Seems I’m not the only one then who has had a terrible experience with Axa travel insurance!! In future I will read reviews prior to choosing a provider. I had an annual insurance policy with Axa which was due to expire in April 2025. I was due to go on holiday in May 2025, which was booked in February 2025, while my policy was active but unfortunately started experiencing lots of new medical symptoms in the March which continued into April 2025. My GP & I decided it was best to cancel my holiday as I travel solo & didn’t want to chance being unwell in a foreign country alone. I spoke with Axa insurance claims department, the advisor sounded like an American robot which could’ve possibly been AI. I asked the question “if I had to cancel my trip prior to my policy expiry date, would I be able to claim?” I also advised due to my new symptoms I was unable to obtain a new quote for renewal of my policy. I was told I would be entitled to claim for cancellation cover. HOLIDAY WAS BOOKED WHILE POLICY WAS ACTIVE, I BECAME UNWELL WITH NEW SYMPTOMS WHILE POLICY WAS ACTIVE, HOLIDAY WAS CANCELLED WHILE POLICY WAS ACTIVE. My claim was rejected as I was due to go on holiday in May after my policy had lapsed!! Make that make sense?!! I tried my best to keep myself right by calling to enquire prior to cancellation & I also tried to obtain a new quote to renew but couldn’t. My claim is still ongoing through the Financial Ombudsman, Axa have admitted their error & offered to pay £75 compensation & reassess my claim, this was in January 2026 and still no further forward!! They make you jump through hoops for documents that weren’t previously required in the first instance & I feel they have no intention of paying out. The £75 compensation payment, well £50 of that covers my medical cert. So £25 really for all my stress & inconvenience while I’m still under hospital investigations for my ongoing symptoms. No I won’t forget their poor treatment & I’ll tell anyone that will listen to STAY AWAY FROM AXA INSURANCE!!

Excellent service