Coronavirus Advice
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Travel insurance contact us
Manage your policy online
It's quick and easy to manage your policy online in your AXA account - here's a few of things you can do:
- Access your documents anytime, anywhere
- Easier renewals, review your cover and make changes
- Get a quote for other AXA insurance products
Frequently asked questions
Take a look at our most common FAQs below or take a look through our full range of customer queries from the most common to the most obscure.
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How do I make a travel claims?
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Emergency medical assistance from abroad
If anyone insured under your travel policy has an illness, injury or accident and you need to make a claim for costs which you think will be over £300, you need to call our emergency medical helpline on +44 (0)1737 815 626*.
*Lines are open 24 hours a day, every day. Call costs may vary depending on your service provider.
Travel claims which do not require immediate medical support can be made when you return to the UK.
All travel claims (except legal expenses)
Contact our UK based travel team within 31 days of the incident on 0330 024 1308*.
*Lines are open: Monday to Friday: 9am - 5pm, Saturday: Closed, Sunday: Closed and Bank Holidays: Closed
You can also register your claim online from anywhere in the world – simply log in to your online account and follow the simple steps on the claims page.
Legal expenses travel claims
To make a claim for legal expenses, call 0330 024 1309* if you have chosen this cover option.
*UK lines are open Monday to Friday 8.30am to 7pm and Saturday 9am to 5pm. Closed Sundays and Bank Holidays. Calls may be monitored and recorded
You’ll need to let us know your policy number and a description of the incident – giving us as much useful information as possible will help us to process your claim quickly and efficiently.
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Where can I find my policy documents?
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You can access your policy documents and certificates in your AXA Account.
Simply login and select the ‘policy documents’ tab in ‘Your policies’ – you can view or print your policy documents and check your cover - including only the wording for the policy you've bought.
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I have an annual multi-trip policy. What is the longest I can go on holiday for?
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The maximum trip length differs depending on the level of cover you have chosen. Log in to your AXA Account to view your policy documents.
If you know your policy cover level, the maximum trip lengths are:
- Bronze – 30 days
- Silver – 35 days
- Gold – 45 days
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Can I change the details of my travel insurance policy online?
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If you’d like to make a change to your policy, you can call our help team on 0330 024 1307* – we’ll be happy to help.
*Lines are open Monday to Friday 8am to 8pm, Saturday 9am to 5pm, Sunday 9am to 4pm and Bank Holidays 10am to 4pm..
Changing your details could result in your insurance premium rising or going down.
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Do I need to declare existing medical conditions?
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Yes, you do, and AXA has made it easy for you to do so. If you have an existing medical condition, simply answer a few quick and confidential questions during our quote process and we will let you know if we can offer you a quote which covers you and the conditions you have declared. So, you can feel confident with AXA insurance on your trip.
Claims relating to any conditions not declared to us will not be covered.
You can find out more about the cover options available to you by reading our policy summary and booklet.
Speak to our customer service team
To speak to a member of our travel insurance customer service team, please select from a department below to show a list of contact options:
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Customer service / Cancellations
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Our customer service team can help you with making changes to your policy, general enquiries and cancellations. It's helpful to have your policy number handy when you call.
UK - 0330 024 1307*
*Lines are open Monday to Friday 8am to 8pm, Saturday 9am to 5pm, Sunday 9am to 4pm and Bank Holidays 10am to 4pm.
Alternatively, you can contact us using our social channels or email links below**.
If you contact us via social media, we ask that you only share your personal information via private message. Our privacy policy explains how we use your information.
**Our social media team are on hand to answer your queries Monday to Friday 8am to 8pm; Saturday 9am to 5pm; Sunday 9am to 3pm; and Bank Holidays 10am to 4pm
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Manage your payments
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0330 024 1229*
*Lines open: Monday to Friday: 8am - 8pm, Saturday: 9am - 5pm, Sunday: Closed and Bank Holidays: Closed
Alternatively, you can contact us using our social channels or email links below**.
If you contact us via social media, we ask that you only share your personal information via private message. Our privacy policy explains how we use your information.
**Our social media team are on hand to answer your queries Monday to Friday 8am to 8pm; Saturday 9am to 5pm; Sunday 9am to 3pm; and Bank Holidays 10am to 4pm
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Emergency Medical / repatriation
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Based in the UK, our specialist team is available 24 hours a day, 7 days a week to give you the support you need in an instant.
We recommend you save this number into your mobile phone for you or someone on your behalf to call if you require emergency medical assistance when abroad.
+44 (0)1737 815 626*
*Lines are open 24 hours a day, every day. Call costs may vary depending on your service provider.
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Make a travel insurance claim
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Be sure to get in touch with our expert travel team within 31 days of the incident to make your claim for:
- Outpatient medical costs
- Cancelling or cutting your trip short
- Missed departure
- Travel disruption
- Personal money, passport and documents
- Personal possessions and baggage
- Sports equipment
- Personal liability
It's helpful to have your policy number handy when you call
0330 024 1308*
*Lines are open: Monday to Friday: 9am - 5pm, Saturday: Closed, Sunday: Closed and Bank Holidays: Closed
Report a claim or view the status of your existing claim online by logging into your AXA account.
Please note: If your travel insurance was arranged through your bank account please contact your bank for information on how to make a claim. Be sure to get in touch with our expert travel team within 31 days of the incident to make your claim for:
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Legal advice and expenses claims
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It's helpful to have your policy number handy when you call
0330 024 1309*
*UK lines are open Monday to Friday 8.30am to 7pm and Saturday 9am to 5pm. Closed Sundays and Bank Holidays. Calls may be monitored and recorded
If you have chosen legal expenses as part of your travel insurance policy, you can call our expert team to claim help with legal costs
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Make a complaint
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Claims complaints
Contact this team for complaints relating to the handling of your claim.
0330 024 1308*
Or email us your claims complaint
*Lines open are Monday to Friday 8.30am to 7.00pm and Saturday 9.00am to 5.00pm. Sundays and Bank Holidays closed. Call costs may vary depending on your service provider.
Policy complaints
Contact this team for complaints relating to your policy.
0330 024 1307*
Or email us your policy complaint.
*Lines are open Monday to Friday 8am to 8pm, Saturday 9am to 5pm, Sunday 9am to 4pm and Bank Holidays 10am to 4pm.