Help and support with your travel insurance

As travel restrictions begin to ease, you should keep up to date with the travel advice on the Foreign, Commonwealth and Development Office (FCDO) website.

Your policy does not provide cover for:

  • Any event you were aware of when booking your holiday or purchasing your insurance
  • If you’re travelling against the advice of the FCDO
  • You fail to provide the required tests and/or documentation required to travel such as a a negative test result.

AXA underwrites numerous insurance products in the UK and globally, so within each sales journey there will be messaging about what is covered and what is not. You can also view the policy terms for full information before purchasing. If you have any worries about what is covered please do not hesitate to contact the issuer of your policy.

I have an upcoming trip

Coronavirus travel guidance

Countries may close borders and restrict movement or bring in new quarantine rules with little warning. Check our advice on things to consider and be prepared to stay overseas longer than planned.

Foreign, Commonwealth and Development Office logo

I need to make a claim

If your travel provider has cancelled your booking, you should first ask your airline or provider to postpone your trip or arrange a refund. If you have booked a package holiday, under The Package Travel and Linked Travel Arrangements Regulations 2018, your rights are legally protected and therefore you should liaise with the tour operator for a refund.

If your flights were not booked as part of a package, you may still legally be entitled to a refund under the EU Denied Boarding regulations if your transport was cancelled, and therefore you should liaise with your airline for a refund.

If the airline or travel provider won’t postpone your trip or provide a refund, then please contact our claims team.

For accommodation, excursions, car hire and other pre-paid charges that were not purchased as part of a package, you should contact the provider. If you paid by credit card, contact the card issuer or PayPal for advice on how to claim a refund. If you can’t obtain a refund from any other source, then please contact our claims team.

Submitting your claim

Once you've read the information above and are ready to make a claim under your travel insurance, please contact our claims team.

I am currently on a trip

The Foreign, Commonwealth & Development Office (FCDO) currently advise that some countries may further restrict travel or bring in new social distancing rules with little warning. Additionally, they may also advise against all or all but essential to some countries or territories. You should check their advice for each country you will visit or transit through.

Their advice is being kept under constant review. Travel disruption is still possible and national control measures may be brought in with little notice, so check the FCDO’s travel guidance for more information.

If you’re currently abroad, you should:

  1. Contact your airline or travel company
  2. Keep up-to-date with the Government’s travel advice pages
  3. For real-time updates, follow the FCDO's embassy or high commision's social media for the country you're in.