Do NOT use this travel insurance company. I put in a claim in June and now almost 6 months later they still have not paid me a dime. My flight from London to Dublin was cancelled on May 28, 2017 due to the IT problems British Airways was experiencing. Because of this fiasco, I had to arrange to get to Dublin via train and ferry. I arrived more than 12 hours late and missed part of my Tour that I paid for in Ireland. I have sent in the claim 3 times and each time AXA has told me that they needed more documentation. I have sent in every receipt and the bulletin that British Airways gave me but AXA still says they need more documentation. I feel their request for more documentation is a delaying tactic on their part and they undoubtedly hope I will give up.

ONE AT ALL !! They say you will have peace of mind, yes that true but that peace of mind is soon forgotton about when you make a claim and they refuse to pay out. Had I not taken out the Axa Insurance I would have been almost £500 better off today ( thats without the flights money I lost £900). Its been an expensive experience but never again. BE WARNED, Read all small print etc. but better still dont buy travel insurance from Axa you may well live to regret it, Im sure ! LOOK ELSWHERE FOR SOMETING BETTER

Medical emergency whilst abroad, no contact from the medical team, no support, ended up paying the hospital bill myself and now 4 months later still fighting to get a full settlement from AXA who have used every delay tactic possible and have asked repeatedly for documents already supplied And to make it even worse they have made a 50% settlement that I refused to accept but they made it anyway!! There has not been one positive experience with this company and we are now having to go to the Financial Ombudsman Stay clear

I have had the most terrible experience spent over £300 on USA travel insurance via thomson. My husband was taken ill and died in USA Florida. Axa have been brutal and unhelpful totally declined any cover. I have had to pay fully to repatriate my late husband even though I paid half to this policy and was clearly named on policy. They are insensitive heartless on their web site it says they only pay 87% of claims be warned. They also enjoy sending me letters telling me that we should not have travelled. Use another company

I chose extended protection travel insurance from AXA and as soon as I made a claim (legitimate) I found that they dragged their feet, did not communicate important information ('I should have read it in the contract') and classified my treatment for four hours in emergency as a 'visit to a doctor', thus saving 1000 dollars on the claim. AXA absolutely stinks. Do not use them.

For many years I had AXA annual travel insurance, never had any reasons to make a claim until last year. They are doing everything in their small print to avoid paying out for legitimate claims. Never again! They also had the cheek to send me a renewal format? Regards

We traveled to New Zealand and had the AXA Travel Insurance Gold policy. Our first flight from Phoenix to LA was delayed. Three hours before departure, we were notified our Delta flight would be delayed 2 hours and 10 minutes (actual delay was 2:46), which almost certainly would make us miss our LA connection to Auckland on New Zealand Air. We quickly booked on another flight on another airline and were able to make our NZ connection. The emergency flight cost us $538 (2 people). Had the original connecting flight been delayed another 14 minutes, then the policy would have paid $2000. AXA paid NOTHING, denying our claim because we did not miss our connection and were delayed less than 3 hours. This is a company that will not honor the clear and unambiguous intent of their policy when the fine print gives them an out. I would expect a for-profit business to be savvy enough to pay a $538 claim to avoid a loss of our future business, and bad reviews like this, that will cost them far more than their legal right to save a fraction of the premium paid.

Travelling to Prague Fri to Sunday, a major incident on the motorway caused us to miss our flight, we couldn't get another flight to get us to Prague in time for us to fly home. Our claim is dismissed because we didn't eventually travel!!!! How ludicrous, the claim was under £500 but they won't even consider it. In any other business this would be considered a sham. Never used them before and probably won't again

Very Bad Customer Service Need to make a clam 10 August 2016 so call them up i got the run round i had to phone 5 times and then for them to not send out the right forms for me to fell out. they did not take in my complaint .of that had to call in many times and they did not they said over the phone i was cover and then said i need a dr. form for my dr. sing which he did and stamp then the Customer Service said i was lying over phone which i said i was not or dr. would not have it dr. sing the form for them to see then they said we need need to see dr. doctors medical reports which they got then they said because i said i was not 100 % when see my dr. on day i got home when i was going fly for my holiday they would not pay out on my claim this has taken 16 weeks i have chatted to ombudsman and they have said this is not right and that 21 December that need a answer for my claim this means this has taken 17 weeks for me get claim look at and this not right i would not recommend any one to use AXA Travel Insurance or cover wise .co.uk they will use any way not pay you and delay your claim as much as possible and put you off as much as they i have made over 15 calls to cover wise and AXA Travel Insurance to try and get what i took my Insurance out for i hope this dose not happen to any one else 17 weeks of stress is not right for any to have go trough to get there claim look at and and for AXA Travel Insurance cover wise to give you what you pay for when you don't know what is going to happen in life.

I got a yearly policy, needed to make a claim, but contacting them in what ever Country they are based in is impossible, they do not get back to you DO NOT USE

AXA charged me exorbitant premium on travel insurance, which I happily paid, because I was under the impression that they have a customer friendly refund policy just in case the trip is cancelled for whatever reasons. Now since my trip really got cancelled, within 3 days of me taking the policy, I contacted AXA customer services and to my surprise, they now come up with some new excuses of not paying back even a penny! They say that they will refund ONLY if visa is refused, while if as an end customer, you read the general conditions, it makes you feel that you will paid in full, if you claim refund within 14 days of taking the insurance and before the coverage starts. Aweful customer service....NEVER GO WITH AXA!

Should you ever miss a flight connection or departure, you will ONLY be covered on the initial flight of your journey. So, if you embark on a round-the-world trip and miss a flight on your travels, AXA Travel Insurance cover states this: "We will pay you if you fail to arrive at the international departure point in time to board the schedule public transport on which you are booked to travel on the INITIAL international journey of the trip..." This means that after that first flight you took out of your country of departure, you are now no longer covered for a missed departure or connection. This is a case of sheer lack of transparency and knowledge on the part of AXA that the majority of travelers will not read the fine print of the policy. This is typically devious of larger companies these days, so, beware, gentle travelers, next time you buy a travel insurance policy, check the small print - they just want your money!

Booked travel insurance for two holidays which we had to cancel. My husband was diagnosed with a serious medical condition. They did everything they could to make the process difficult. After sending report after report and giving them everything the asked for they denied our claim. You never spoke to the same person twice and the majority of the time they couldn't care less. Will never ever use this company again. They are a disgrace. You feel like they are making it so complicated that eventually you will just give up. Finally went to the ombudsman who upheld our claim so should get some money back eventually.

I'm very disappointed with this company ! My case is being handled by a company in Mauritius so the English and communications skills are not good. They have taken too long to ask me for the required information they need from me, then say they have everything so you sit and wait...then they say they are waiting for documents from me. If they had informed me on Friday that they were still waiting to hear from my uk doctor, I would have phoned the doctor myself ! Now a weekend goes by and I am no more aware of when I'll be able to fly Home to the UK. The phone calls they have made to me have also cost me £2 a minute so my phone bill is now huge as the phone calls take a long time trying to work out what they are saying or mean, once again, language barrier. They need people that speak good English and not slow broken English. I will not be using this company again, I just want to get home and sort this mess out. I also lost my IPhone on the flight over which should be covered by my insurance but cannot be bothered to go through all of this with these people....and that is why I got travel insurance !

I paid for damage refund insurance with Axa via Ryanair. I suffered a small amount of damage (not my fault) to a car I hired. Axa make it impossible for you to make a claim. There is no contact number for Axa on the documents apart from in Belgium and it is unobtainable. There is no contact on their website. They also require you to have an international bank account to pay you back. It's incredible that Axa are happy to suffer this sort of reputational damage.

My partner and myself were having a short little break in York. Due to sciatica we had to cancel a trip to Cuba heartbreaking! To cut a long story short we were with a Cheaper insurance which we had a very dissapointing response! when we tried to claim on this particular insurance they were very quick to wriggle out of paying (i was diagnosed with sciatica in the march but i wasn't insured until the may, even though we cancelled the holiday after we paid the insurance ) I Phoned my ultimate reward Halifax bank card when a plesant guy answered, he took my details and within a couple of days he had sent me a claims pack! the claim pack was a very straight forward easy to understand set of forms to fill in. When we sent off the forms to AXA they texted me as soon as they recieved it and they was with me texting throughout the claim. When we learned the claim was successful we got a text saying we were going to recieve the settlement figure through the post! we were overjoyed ! we received the full amount within 2 weeks of sending the claim form back to AXA. We were plesentely supprised how quick and profesional this was.

My father was taken ill in Japan. He is still in hospital, with no support for my mother who is out there with him. It deteriorated rapidly, and both my brother and I had to fly out as an emergency to Japan leaving our families and jobs. Despite being here a week, and chasing them a day, we still are no further in getting my father home, who is better, and is fit to travel. All correspondence is done through a Spanish office in Barcelona, and incorrect information is requested all the time delaying a plan. They are more interested in checking whether there is coverage, before looking after you. I could go on and on, but feel exhausted.

Terrible customer service! I bought an insurance (€220) via their site but didn't receive certificate. After two e-mails to the customers service I received an auto reply telling me that they're having technical issue and they suggest to buy the insurance again if i'm travelling in the next 72hrs and they will refund the €220 paid earlier. Ofcourse I wasn't travelling in the next 72 hours. After 72 hours I sent them 6 e-mails in total but till now they didn't provide any feedback and I havent receive my money back. I suggest you to run as fast as you can when you see that logo.