Me and my friend bought out AXA insurance at the same time we booked our holiday to Lanzarote through Thomson Travel Agent. We were due to fly at 9.20am on the 5th September 2013 from Stansted airport, as we were flying early, we stayed over at one of the airport hotels overnight. Early hours of the morning we were due to fly, my friend became really ill and I had to call paramedics out to her. The paramedics claimed my friend was unfit to fly and gave her paperwork to prove this. Later on that morning, as both me and my friend was still at Stansted my mother went into the Thomson travel agent, which we booked our holiday through, and asked for their advice. They advised her that I would be unable to fly as my friend is the lead name and I am unable to fly without her so to come home and claim on my insurance. Over the last month my friend has been in touch with AXA who assured her that both of us will be getting our money back. She recently sent the form off and not long after she sent the form off she got a phone call from AXA saying that will only pay back her money but are refusing to pay back mine. What a waste of money - I might as well have not even bothered to pay for the insurance. From now on I will find my insurance somewhere else.

Last September 2012, my father had a seizure in Croatia ( on a Monday). After one day in the local hospital, he was diagnosed with GBM4 - an extremely aggressive and terminal form of brain tumour. It took Axa 4 days to arrange an air ambulance to collect him. This process was aided by me chasing them many times per day, negotiating, pleading and harassing them to do something about it. They originally decided to arrange for a doctor to fly out to asses him, with the intention of them both flying back on a commercial airline. I insisted that given his condition, this would be a very unwise move. There might have been a bleed on is brain as a result of the initial seizure, which could have become even more dangerous or even fatal in the lower pressure of a commercial jet. After days of tormenting, seemingly useless conversations with Axa, I decided to gather quotes together from Air Ambulance companies, and fund the transfer myself. When I told Axa this, it was elevated to branch manager level (or some-such) and they insisted that I was not to do this and they assured me they would. I offered to send them my quotes as part of their costing process, to which they agreed (can you believe that I was actually doing work for them!!). My father was eventually flown home on the Saturday, and survived 3 more months, rapidly declining in health in that time. This was an unnecessary stressful situation that could have been avoided, had Axa behaved respectfully and efficiently. Needless to say, I will never consider using them, and will be quick to advise others against it.

We took out travel insurance through Staysure, underwritten by axa, my husband and myself were due to go to Spain for two months on the 29th April this year, on the 27th April my husband was taken ill and admitted to A and E we were told that our visit to Spain could not take place due to my husband needing tests, he had no previous illnesses and had been very fit up to this point, I filled in a claim form and sent the required documentation including the medical form completed by our GP I have since been asked to supply clarification of home address and proof of entitlement to live in the UK by providing a copy of the visa stamp from our passports, booking invoice for travel to Spain from London ( our flights were from Leeds to Spain ) flight cancellation invoices, credit card statement to confirm payment for accommodation ( we paid this in cash on a previous visit to Spain due to the high cost of paying on a card ) I provided a letter from the rental agent stating amount paid and the fact that we did not get a refund with the first lot of documents, the type of bank account I have in case it covered us for travel insurance, if I had such an account I would not pay in access of £100 for further insurance. When communicating with axa the last time I said we would be away from home until December so in their wisdom a letter was sent to my home address ( it was found by my Daughter ) asking for, original booking invoice confirming the issue date of the booking of the holiday, I have no such document as the flights were booked online and the accommodation was booked in Spain on a previous visit. I emailed axa almost four weeks ago to say I had no such document and could this claim be settled or I would be taking further advice on the matter. I have heard nothing. I think axa just hope people will just go away but as far as I can see our claim should be straightforward we were told on medical advice not to go to Spain so we did not go. Why are we being asked for this ridiculous amount of information if not to put us off taking the claim any further.

Three years ago I had dvt following an operation on my right knee. I underwent treatment (warfarin) for 6 months before being discharged by a specialist. I was advised to take one 75mg aspirin per day as a precautionary measure and have never received any other treatment. I was told it was in all probability a one off as I was 48 years old at the time. I am currently in Cyprus and have unfortunately got dvt in my left leg which lead to 4 days in hospital. AXA insurance have today declined to pay my medical expenses, flight home etc. I have had a policy with them for approximately 7 years sold as part of my LLOYDS BANK PLATINUM ACCOUNT. I have never previously made a claim. They are arguing that aspirin is a prescribed drug even though I buy it from my local Poundland store and that I should have declared that I was taking it. They are also arguing that I have an ongoing medical condition which may well be the case (with the benefit of hindsight) but was never diagnosed previously. I would strongly urge anyone with a LLOYDS BANK AXA policy to be very, very wary. It would appear these policies are not be worth the paper they're written on.

This happened with AXA Amex American Express Travel Insurance in Mexico...my travel policy says that up to $500US for replacement of stolen items. AXA denied my request saying that it had to be on public transportation and it happened at my hotel in AguasCalientes Peru so that doesn't count? So I asked if the "remains to be returned to home country" only counts if I am killed while on public transportation or by public transportation...they said "of course not" but I don't believe it. I've asked them to review because the policy doesn't say "only public transportation" and it is a travel policy and a hotel is part of any travel. I had asked them to send me the policy before my travel just to have it with me in case of an emergency. I've had the policy for almost a year. I cancelled it, obviously. What good is a travel policy that doesn't cover hotels? Or assaults on the street, or whatever? I also had to send everything via email scanned documents which four of the consultants said was fine but when I didn't get a response after four weeks, the fifth consultant said I had to mail all the documentation to them which I did at a FedEx cost of $35USD. I am so sorry that American Express is connected with AXA; I truly expect more from Amex.

All I have to say is SHOCKINGLY BAD!!!! Appalling in every way conceivable. Still, if you want cheap insurance then you should not be too surprised. You pay for what you get which is nothing even in the most reasonable of circumstances. Do not touch with a barge pole.

Applied by phone to claim for my camera damage. They said get quotea nd we will send you claim forms. still no response. Seems they only want your business pre travel and do not return for any claims. Too slow and irresponsive. Somebody should take them out of business forever. Look how many complaints and unsatisfied customers??

Had my mobile phone stolen whilst on holiday in Spain. Immediately reported to local Spanish police and crime number obtained. Upon return home, contacted Axa to confirm procedures and expected payout. Told up to £500 as it's considered as a valuable, but claims process would take up to 2 weeks, so i'd have to buy my replacement out of my own pocket if i could not do without during that time. Not only did they need the crime report from Spanish police, but they also needed paperwork for everything else to do with the holiday, down to written proof of the colour of my underpants at the time of the theft. I obliged and all original paperwork was sent by first class post the next day and £520 later i had bought my new phone. 10 days later i rang to confirm receipt of my forms and enquire about settlement. Each time i rang, i had to hold for at least 25 minutes. They claimed to have not received my paperwork and requested that i resend. This time i requested special permission to email my forms so that they couldn't get lost. 7 days later i ring to confirm they've been received, only to find that they have been received, but no one has looked at them yet - raised complaint with manager but told still within 7 day response time and they'd get back to me by the end of the day. Duly enough they did get back to me, to tell me that i can only have £350 as a single item, regardless of it's classification as a valuable. Raised another complaint, told i'd get a call back from a manager before 8pm that day. Tried to ring the department back to chase this up, only to be told that they only work until 5pm so there's no way i could get a call up to 8pm.. Still waiting for conclusion now. Furious doesn't even come close to how i feel. Only rated 1 star as you cannot leave 0 stars. If only i'd seen these reviews before i chose Axa's 'Premium' insurance cover.

My bag was snatched in Lisbon in November 2012 AXA have still not settled my claim 22 May 2013. Whenever I phone up they always claim there is an outstanding question that I have not answered. (like what exact date did I buy my lipstick!). I then give them the answer and they assure me my claim will be resolved in 5 working days but it never is. I would strongly recommend that you never take out any insurance with this company. They will try everything in the book to get out of making a payment to you.

After 6 months, Axa are still asking for paperwork that we provided to them last October, and numerous lengthy conversations with call handlers explaining this have been a waste of time. Promises of a call back from a Supervisor have never materialised and I shudder to think how many times we have rung and had a different scenario told to us. The whole nightmare began when I used my Natwest Blackcard to pay hospital bills whilst on holiday in America, knowing that Axa Insurance would reimburse me on return- how wrong I was!!!! There is still not a penny back in my account after they received all necessary paperwork last October, and nobody seems remotely interested in resolving the claim. I also sent a total of 7 emails which were all unanswered!! Appalling customer service- I would never trust em again!!!

My Partner and I were unable to travel due to the death of his Father. 2 months later and after the 3rd time of sending our details we are no further forward. Each time we are getting the responce our forms have not been received. Even though the second attempt was via email and i received a call to say our claim had been processed!!!! Avoid like the plauge they are not helpfull.

"Online Check-ins can void your travel insurance" I had a Platinum account with Lloyds, which gave me travel insurance through AXA. They have tried EVERYTHING to get out of paying. They've rejected my claim where I missed my flight after a security staff strike meant people couldn't get through to the gates. After 10 months of back and forth, (they wait weeks inbetween asking for documents - they don't just give you a complete list, they kept asking for them in bits until they find something they can get you on) they eventually got me on the technicality that I couldn't prove what time I got to the airport. They refused my claim because I checked in online, and so I 'could' have got there at any time, and 'could' have missed my flight through my own fault, and that the strike 'could' be purely coincidental! I had to get SO much documentation from the airports and the airline as proof of a strike, for them to wait for 10 months to ask what time I arrived at the airport! Who can prove that after 10 months?! Their answer? I should have bought a coffee or a magazine and saved the receipt just in case. Hmmm... 2 years later I'm still being left hanging, complaining, no one returns your calls, your emails - they all say they wil but they don't. Tweeting them gets a public response, but that's about it! Just lies, lies and more lies. Terrible, deceitful, mis-leading and horrendous customer service & company values.

Never take out axa travel insurance, they are con artists. We went on holiday in august and my girfriend had to have a life saving operation. We made a claim whilst over there and when we got back rang and chased it up, we kept getting bills and bills and bills from the hospital over in america for $39000, so we kept calling the insurance who were trying to fob us off and told us to get proof it wasn't a pre existing medical condition! Axa never rang us or emailed us to update us on what was happening, we had to keep calling them to put pressure on them to get the bill sorted as we were getting threatening letters from america because we hadn't paid. They are very reluctant to pay anything, their customer service stinks and the whole experience has led me to hate and distrust this insurance company. This has been going on for 4 months now which is absolutely ridiculous!