Filed a straight forward claim and provided them with all the details on 3rd of July 2023. Provided them with all the paper work, invoices and everything they asked for but after 4 weeks of filing the claim, I was told i filled the wrong form online (which was filled initially on their advisors instruction) and the claim is refused and I have to fill it again. The advisor on the phone refiled it and gave me a new case number. I filed a complaint for the first claim filed and was told that they have re opened it and asked me for the same documents I already provided them. Went through everything again. Complaints team offered me £25 compensation for the inconvenience to close the complaint which i refused. Few days later, I was offered £50 but the claim or the complaint wasnt resolved so i refused. On 7th of september I received a call followed by an email confirming the acknowledgement of the complaint and informing me that they have upheld my complaint. I was offered £75 and a promise that it will be resolved within 5 working day but even today, on 21st of September, its still not resolved and none of the advisors can help either. STAY AWAY FROM AXA AS THEY ARE THE WORSE

This company is a complete jokes. how many times I have to send you my bank details????. BA doesn't give any reason to cancel the flight and why do you have to know and need to know? I pay for you for travel insurance. Send you the confirmation about cancellation email. Sent you a new ticket that I had to buy. How many times I need to send them again?????? Keep repeating and asking for documents. And extremely unprofessional as you mention you only cover for the first 12 hours delay. Then you hid the information about you cover up to £2000. I had to find in the policy and show you. You shut up for a while and now asking me all those non sense documents which I have sent in the very first begging. You don't know how to read? PLEASE DO NOT USE THIS COMPANY.

disgraceful company.. avoid at all costs!! repeatedly lie that claim is being dealt with 5 month down the line. Havnt even bothered replying to official complaint made either. Financial ombudsman it is. Could well do without all this stress. Chose this company as i thought it would be trustworthy.. wish i had read reviews

Has to cancel a trip due to my son developing a serious health issue and needing a number of operations including on the day we should have flown. Supplied all medical letters numerous times. Started claim august 2022 and still waiting. Never respond to emails and get fobbed off on the phone. Don’t ever take a policy underwritten by AXA. Just awful

Setting up the policy was easy. Getting notified of renewal, Great. Customer service was awesome until… I put in a claim for medical reasons that I couldn’t fly. I put the claim in last year May (2022). The claim is still outstanding. I made a complaint with the Financial Ombudsman, they were forced to pay me for the time the claim has been outstanding. Eleven months later, the claim has now been approved for the payout. (How long will this take, no idea) I share this with you because I don’t want you to make the same horrible mistake. Based on the situation it seemed they were angry to pay out on the claim. The staff became rude and dismissive, even untrue about receiving emails. It was a disaster to say the least! Thanks to the Financial Ombudsman team for working with me to get justice.

I wish I had read reviews previously which are all 100% in line with my experience. Do not go near this company. I made a legitimate claim for an overseas medical emergency and they have made the process as painful and difficult as possible. They don’t answer emails, phone lines are near impossible to get through on and they have missed every deadline or broken every promise along the way. I’m 4 months into the claim and still without the £2k I’m owed, now with legal action being threatened by the overseas hospital. I am going to make a claim to the financial ombudsmen and i suggest others here do the same. In fact, if we all approached together this would be a much more powerful statement and testament to the company's unethical activity. I have also requested my case file and phone recordings to start building the case and showing the evidence that they've misled and acted (most likely on purpose) in a way that has made the process impossible to move forward.

Claimed for medical expenses I incurred when I got Covid in Thailand. Sent all invoices etc. and heard nothing in 7 months.

I recently decided to write a negative review of Axa Insurance company after the company disallowed my claim and canceled my medical insurance policy. I hope this account will be instructional for those seeking travel insurance, which was my position three months ago in June2022. Axa disallowed compensation for medical bills, giving the reason that I failed to purchase a travel insurance policy the day before leaving Los Angeles for Sydney. They wrote to state that buying the policy on the same day as my departure (although it was purchased hours before the flight left the ground) disqualified me for compensation. This text below was copied from their cancellation letter sent on August 3rd, 2022: "We regret to inform you that the policy that you purchased on June 9th is ineligible due to you (sic) purchasing it the same day of your flight departure. Policies must be purchased with confirmed scheduled departure and return airfare tickets at least 24 hours prior to the scheduled departure date. Accordingly, we have cancelled the policy #2461716, effective immediately." I have looked exhaustively for information about this in the travel insurance policy guidelines provided by Axa and could not find any language that supports their position. In addition, I was issued an acceptance letter on June 9th, 2022. If purchasing a policy on the same day as departure disqualifies a customer, doesn't Axa have a responsibility to conduct due diligence before providing an acceptance letter? It's not as if it would have been difficult for them to find out, as the departure date and purchase date are both on the web application they provided. Axa disallowed my claim based purely on their need to avoid honoring the financial commitment they voluntarily undertook when they sent a letter of acceptance. Both documents, the acceptance letter and the travel insurance policy, fail to support their denial of my claim. I am writing an appeal to Axa to ask them to review the claim and have also engaged the services of an attorney to sue to obtain compensation. Whatever the outcome of my efforts, I hope to communicate to others about Axa's refusal to provide claim coverage. Insurance companies shouldn't be allowed to do what Axa has done, i.e., make money on a policy that offers an illusion of safety without actual coverage. Companies that deliberately and willfully place their customers in such financial danger should not be allowed to conduct business. Most people would happily pay more for insurance that does what it says it will do, and hopefully, this message will reach others in time for them to become aware of the problem before they make choices concerning the purchase of insurance. In case some background will be helpful, here's an abbreviated account of the medical issues that led to my filing a claim for compensation for bills that the Axa travel insurance was supposed to cover. I was hospitalized (July 22-25, 2022) for acute care in Northern Beaches hospital in Sydney, Australia, after experiencing a heart attack. While hospitalized, I underwent an angiogram and insertion of a stent in the left anterior descending artery on the left ventricle (also known as the "widowmaker" blockage location). I was told I had a 99 percent blockage. Such an obstruction for a first heart attack often proves fatal, but thanks to a swift ambulance trip to the emergency room, I was fortunate enough to survive. On July 22nd, AXA was initially informed of my admission to Northern Beaches hospital. Over the next week, they requested information concerning the claim via email messages and phone calls. This supporting documentation was given to them. On July 27th, Axa wrote, saying my policy might be canceled and my claim disallowed. The text on that message read as follows: "Please note for future reference that AXA Assistance USA plans are eligible for travel plans that has (sic) a defined departure and return dates purchased prior to leaving your state of residence. User (sic) are required to enter the exact dates of their itinerary as originally booked prior to traveling. There are 2 options that are available to you. We can rescind the policy and refund you the premium paid at the time of purchase on June 9th 2022, as you may have not been aware of how our AXA plans work. No claims can be filed if the plan is cancelled. If you wish to still proceed with a claim once the policy end date occurs, you can submit this for review, but please be aware if the original booking and travel documents do not match with your policy dates, the outcome of your claim may not be favorable after review. Please note we do not approve or deny claims here in customer service until they have been submitted and fully reviewed by our claims adjusters." This text information caused me stress concerning the hospital and surgery bills I would be responsible for if my claim was denied. After receiving this notice, I spent eight hours researching what could be done if Axa refused to pay, e.g., checking for similar problems on the internet and contacting persons for consultation. This process caused me considerable stress and, in my opinion, contributed to a second hospitalization I underwent after those eight hours on July 28th. At that time, I experienced angina and shortness of breath and returned to the Northern Beaches emergency room. I was admitted due to an abnormal ECG reading and blood assays of elevated troponin levels and stayed for a second time in the CCU (July 28 – 30, 2022). A second angiogram was administered on July 29th. Further surgical interventions were not required then as the cardiologist didn't see any problems from the previous stent surgery. After the hospitalization, I was advised by a local cardiologist to avoid air travel, and the doctors recommended home and bed rest before flying or doing anything strenuous. Since then, I have been living in Sydney, awaiting a return home, and feel incredibly grateful to have survived. In summary, please spare yourself the trouble I have gone through and avoid purchasing an Axa travel policy. You do not want to be in my current position of seeking compensation for a claim unfairly denied and having the stress of dealing with a hostile company’s legal team when your health has been compromised.

Avoid at all costs will not pay out.

disgusting don't answer phone, say they will pay out any treatment in UK as ongoing and couldn't get treatment abroad, say they will call but don't. keep asking me for same info and that they will call back but nothing, trying to pay half of what I've already paid out. Don't use them

Morocco travel insurance.rac delayed me and forcibky cxld my flight..indian axa staff calls me..game over ..no wit Ill mannered Dumb stuoid imbeciles utterly useless

My flight was cancelled going back to cebu last Dec 29, 2021 due to typhoon Odette. And it says in their policy that natural calamity is covered, but they just let me hanging in Maldives without any advice what to do. Only 1 flight and 1 seat available in that day, a business class. My boyfriend got that very expensive flight just to get me in time to fly home. I called the AXA agent about the refund and she said they will undergo meeting about my case and just update me when I get home. When I got home NO UPDATE, I called AXA and they said my case is not covered with their policy. I buy insurance for unexpected things and they will find a way not to pay one peso. In conclusion AXA will find a loophole to avoid paying any part of their obligation. I cannot recommend them.

Lost money on rebooking my holiday then had to pay them for getting my refund sorted. All came from originally flying to Ukraine which I couldn't do due to the current war.

Absolutely under no circumstances get insurance with them. Most of the good reviews you see will be for "easy site navigation" or "contactable when I had questions about my cover", but when it comes to making a claim AXA don't even know their own policy. My holiday in 2020 was cancelled due to Covid, which their policy covered. However when going to make a claim your email will fall into an inbox run by staff who are clearly trained to just reject the claim on sight. After weeks of back and forth I decided to take it to the Financial Ombudsman. The Financial Ombudsman's initial stance was to ensure it was reviewed by a more senior member of staff / manager before taking it further. Unfortunately for us, that manager had clearly had clearly been promoted from the team that reject on sight, as they also rejected the claim as they deemed the costs recoverable "as we could have rebooked for another date in 2020", despite the FCO advising against all but essential travel to our destination throughout the whole of 2020!! After getting back in touch with the Financial Ombudsman, and them reviewing our case they immediately ruled in our favour and ordered these fools to pay us what we were owed plus interest. What should have taken 1-2 weeks took nearly 18 months.

They basically do their best to avoid paying out. Lost wedding ring, but didn’t pay out because I hadn’t reported it to the police or notified them within 24hrs. I’d also be careful on the reviews found elsewhere, they are either 5 start brilliant or 1 star terrible. I suspect the 5 stars are fake

The customer claim service is terrible. I lodged a claim on the 15th March. It took 15 days to get a reply. The reply had no substance and was criptic, I think it was written by a 10 year old. They requested further information but could not say what was required! Tried calling the first person sounded like they were at home and after a long silence they just hung up on me. Called a second time and finally got to speak to some one. I was promised dococumentation to complete the claim, it was never emailed to me. No one would reply to my email requests. Finally got a response after AXA sent me survey and I burnt them in it. Still no additional documentation recieved for claim. Then two weeks later got a email the claim is under review. Two weeks after that i get a letter saying they are not paying out anything in the claim. I will not go into details but it is a legitimate claim. This whole procces has taken 6 weeks and gone no where. In the past 12 years of traveling the world I used AXA for my travel insurance. I will never use them again. DO NOT use AXA no matter what they are offering. It is like they draw it out and don't communication in the hope you will just go away. And when you don't they make every excuse not to pay out!

All my luggage and money was stolen. Provided all receipts, documents and reports. I was then asked them same questions and then judged again and Matilda from the claims department really patronized me really badly it was disgusting. They declining my claim for non valid reasons. Dont take this travel insurance out at any cost AVOID YOU WONT BE PAID!!!

My partner and I were due to be married next year and we booked a cruise for our honeymoon. My partner has since been diagnosed with a brain tumour so I had to cancel the cruise and incurred a hefty cancellation fee. Now we have AXA travel insurance through our bank account so I made a claim. They asked me to go into as much detail as possible about the condition and when was the cruise booked. The cruise was booked August this year. My partner had a suspected cataract after visiting the opticians in June. The brain tumour was not diagnosed until October this year. AXA claim that as my partner had a suspected cataract in June, and the cruise was booked in August, she is not covered but I am. The advisor even asked me why we hadn't informed them at the time of booking the cruise that my partner was ill. If it had been a cataract then a simple procedure would have corrected the problem and she would be able to travel so she wasn't ill. I mentioned that I work in a medical library and cataracts are not an illness, they're a condition. Since she has been diagnosed with a brain tumour that is when she technically, and legally became ill. The advisor just quoted me the wording of the policy, which is ambiguous at best. Anyway we get peanuts which we can ill afford now that there is only one income coming into the home. Thanks AXA! You've well and truly axed whatever faith I had in you!

22nd August I got an email from Axa saying my claim for holiday travel medical expenses would be paid in the next 5-7 working days. Six weeks later I still haven't been paid. Have made countless telephone calls from the UAE where I live to Axa in the UK, but everytime they say they're looking into it, that someone will get back to me. But they never get back to me. It's always me that has to call them up, asking what's going on? They also advised that I stop calling, to use email instead, to which nobody ever responds. They say they've paid me, however, nothing has appeared in my bank account and my bank says they haven't blocked either any lodgement. I have contacted Axa (as they advise) by email at least twice per week for the last few weeks. But no response. Their silence is deafening. I am so annoyed. Once I get my money, I want to be well shut of Axa. I can only imagine the trouble I'd have if I was claiming for an even bigger amount.

Planned a trip to Europe. Mother fell the week before of my departure, broke her hip and I had to take off ASAP. Filed a claim FOUR MONTHS AGO. Every four weeks I receive an additional request. Like credit card proof of ticket purchase (I had a TICKET, I must have paid for it). Next time an affidavit that I am not using the cancelled ticket (I was in Europe, could NOT make the trip, hence it's CANCELLED). The worst nightmare. Had claim with reputable insurance companies before as I travel 3-4 times a year to Europe. Never this ridiculous procedure.