Coronavirus and travel
To enable us to help those customers who most urgently need assistance, please use our online tool to register your claim. Unfortunately, we currently cannot accept claims via the phone.
The only exceptions are if you are currently abroad and need to speak to someone, or if you do not have access to the internet. In that case, please do phone us and please bear with us as waiting times may be longer than normal.
Help and support with your travel insurance
- I have an upcoming trip
- I'm looking to buy travel insurance
- I need to make a claim
- I am currently on a trip
For the latest information regarding our opening times, please visit AXA Insurance on the AXA Insurance Twitter page or the AXA Insurance Facebook page.
I have an upcoming trip
Customers must check their local restrictions carefully, as travelling either in the UK or overseas while UK Government or Devolved Government restrictions are in place could invalidate your policy. Please see specific guidance for England, Scotland, Wales and Northern Ireland.
For any cancellation claims for overseas bookings, you should first ask your airline or travel 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 are still legally entitled to a full 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.
Customers must check their local restrictions carefully, as travelling either in the UK or overseas while UK Government or Devolved Government restrictions are in place could invalidate your policy. Please see specific guidance for England, Scotland, Wales and Northern Ireland.
If your accommodation is in an area of the UK which the UK Government or a Devolved Government are advising against travel to, or you can no longer travel as you live in an area where the UK Government has stated you should not leave your home except for essential travel, then the accommodation owner or booking agent must provide a refund. If you have any other unrecoverable costs, please contact our claims team.
If the accommodation is an area where travel is allowed, however you are in a restricted area, you should first contact the accommodation provider to postpone your trip or arrange a refund. 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 register a claim with us.
Depending on where you live, you may not be restricted from travelling outside of your home, therefore your trip may be able to go ahead. However, please check the current restrictions in your local area before travelling. If you no longer wish to travel, please contact your accommodation owner or booking agent to postpone your trip or arrange a refund.
You should first ask your airline or travel provider to postpone your trip or arrange a refund, this applies for both trips abroad and in the UK. If you have booked a package holiday, under The Package Travel and Linked Travel Arrangements Regulations, 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 are still legally entitled to a full 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.
Customers must check their local restrictions carefully, as travelling either in the UK or overseas while UK Government or Devolved Government restrictions are in place could invalidate your policy. Please see specific guidance for England, Scotland, Wales and Northern Ireland.
Customers are covered if they, someone they are travelling with or a close relative (as defined within the policy) contracts coronavirus and/or if they or someone they are travelling with has to quarantine before their trip and cannot travel, so long as they were unaffected and able to travel at the time they purchased the policy and at the time they booked their trip.
In terms of cover, all AXA policies, irrespective of purchase date, include cover for emergency medical expenses due to coronavirus or if you have to cancel because you or a close relative become ill with coronavirus. However, a number of our policies no longer cover cancellation or curtailment if the FCDO or another regulatory body advises against travel due to a pandemic.
New and existing customers will also be covered for emergency medical claims related to coronavirus in countries which are exempt from the Foreign, Commonwealth & Development Office’s (FCDO) or another regulatory body’s advice against all but essential travel.
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 customer service team.
Customers must check their local restrictions carefully, as travelling either in the UK or overseas while UK Government or Devolved Government restrictions are in place could invalidate your policy. Please see specific guidance for England, Scotland, Wales and Northern Ireland.
If your chosen destination is exempt from the current FCDO advice against all but essential travel, then your travel insurance will cover you for medical issues abroad, including coronavirus, subject to the usual terms and conditions, i.e. you did not purchase the policy or travel while having symptoms or awaiting test results and you declared all pre-existing medical conditions.
In terms of cover, all AXA policies, irrespective of purchase date, include cover for emergency medical expenses due to coronavirus or if you have to cancel because you or a close relative become ill with coronavirus. However, a number of our policies no longer cover cancellation or curtailment if the FCDO or another regulatory body advises against travel due to a pandemic.
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 customer service team.
Customers must check their local restrictions carefully, as travelling either in the UK or overseas while UK Government or Devolved Government restrictions are in place could invalidate your policy. Please see specific guidance for England, Scotland, Wales and Northern Ireland.
The FCDO provides guidance on risks overseas and currently advises against all but essential travel to many countries and territories based on coronavirus risks of countries. This means advice regarding popular holiday destinations could change with very little notice, so it’s important to remember you will not be covered if you travel to a destination that is not exempt from the FCDO’s advice against all but essential travel. We highly recommend checking the FCDO’s travel advice webpages for the latest advice on travel destinations right up to the date of travel.
If you are cancelling your trip, you should first ask your airline or travel provider to postpone your trip or arrange a refund for your trip. If you have booked a package holiday, under The Package Travel and Linked Travel Arrangements Regulations, 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 are still legally entitled to a full refund under the EU Denied Boarding regulations if your transport was cancelled, and therefore you should liaise with your airline for a refund.
If your flight is not cancelled (i.e. still departs), and FCDO advice against travel is in place, you can log your claim online if you are a Lloyds, Halifax or AXA Direct customer, or contact our customer service 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 log your claim online if you are a Lloyds, Halifax or AXA Direct customer, or contact our customer service team for any unrecovered associated costs.
In terms of general cover, all AXA policies, irrespective of purchase date, include cover for emergency medical expenses due to coronavirus or if you have to cancel because you or a close relative become ill with coronavirus. However, a number of our policies no longer cover cancellation or curtailment if the FCDO or another regulatory body advises against travel due to a pandemic.
AXA underwrites numerous insurance products in the UK and globally, so within each sales journey of your insurance 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 customer service team.
Customers must check their local restrictions carefully, as travelling either in the UK or overseas while UK Government or Devolved Government restrictions are in place could invalidate your policy. Please see specific guidance for England, Scotland, Wales and Northern Ireland.
You should first ask your airline or travel provider to postpone your trip or arrange a refund, this applies for both trips abroad and in the UK. If you have booked a package holiday, under The Package Travel and Linked Travel Arrangements Regulations, 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 are still legally entitled to a full refund under the EU Denied Boarding regulations if your transport was cancelled, and therefore you should liaise with your airline for a refund.
If your flight is not cancelled (i.e. still departs), and FCDO advice against travel is in place, you can log your claim online if you are a Lloyds, Halifax or AXA Direct customer, or contact our customer service 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 log your claim online if you are a Lloyds, Halifax or AXA Direct customer, or contact our customer service team for any unrecovered associated costs.
In terms of cover, all AXA policies, irrespective of purchase date, include cover for emergency medical expenses due to coronavirus or if you have to cancel because you or a close relative become ill with coronavirus. However, a number of our policies no longer cover cancellation if the FCDO or another regulatory body advises against travel due to a pandemic.
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 customer service team.
Customers must check their local restrictions carefully, as travelling either in the UK or overseas while UK Government or Devolved Government restrictions are in place could invalidate your policy. Please see specific guidance for England, Scotland, Wales and Northern Ireland.
Customers are covered if they, someone they are travelling with or a close relative (as defined within the policy) contracts coronavirus and/or if they or someone they are travelling with has to quarantine before their trip and cannot travel, so long as they were unaffected and able to travel at the time they purchased the policy and at the time they booked their trip.
In terms of cover, all AXA policies, irrespective of purchase date, include cover for emergency medical expenses due to coronavirus or if you have to cancel because you or a close relative become ill with coronavirus. However, a number of our policies no longer cover cancellation or curtailment if the FCDO or another regulatory body advises against travel due to a pandemic.
New and existing customers will also be covered for emergency medical claims related to coronavirus in countries which are exempt from the Foreign, Commonwealth & Development Office’s (FCDO) or another regulatory body’s advice against all but essential travel.
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 customer service team.
If your flight or holiday been cancelled, then you are due a full refund, however we understand some companies are providing these through rescheduling or vouchers or credit notes.
If you are unhappy with these alternatives, then you will need to discuss this with your operator or airline.
You need to go back to your provider as your contract of payment is with them – only they can advise.
If your transport provider or tour operator moves your trip destination or dates due to the outbreak, then we will class your original booking date as your booking date, therefore the exclusion for new trips booked will not apply. You will need to amend your insurance to reflect your new dates and there may be an additional premium for doing this. If your trip is cancelled and you book a new/alternative trip, then your policy will not cover cancellations or some curtailments relating to coronavirus. General rules regarding FCDO advice and travel restrictions will continue to apply.
If you are due to go on a package holiday, then your booking should be financially protected by a scheme such as ATOL. You should have been given an ATOL certificate (or similar) when you booked your holiday, which includes details of what to do if the company goes into liquidation. If the company does go into liquidation, customers should visit the Civil Aviation Authority’s (CAA) website for guidance.
If you only booked flights, these may also be protected by a system such as ATOL, although it is less common. If you do have protection you would have been given a certificate (or similar) when you booked your flights, which includes details of what to do if the company goes into liquidation.
If you purchased some or all of your flights or booked your accommodation separately using a credit card, you may be able to arrange a refund from your credit card provider or PayPal. You may also be able to claim on your insurance, but this will depend on the level of cover you have in place and usually your excess will be deducted from the amount to be repaid.
You should first ask your airline or travel provider to postpone your trip or arrange a refund. Once you have done this please log your claim online if you are a Lloyds, Halifax or AXA Direct customer, or contact our customer service team for any unrecovered costs subject to standard terms and conditions.
Customers must check their local restrictions carefully, as travelling either in the UK or overseas while UK Government or Devolved Government restrictions are in place could invalidate your policy. Please see specific guidance for England, Scotland, Wales and Northern Ireland.
Yes. AXA will cover emergency medical claims if you contract coronavirus abroad, provided you didn’t travel against FCO or any other government’s advice, your pre-existing medical conditions have been declared and you were unaffected and able to travel at the time you purchased the policy and your trip.
It’s important you check the insurance policy your tour operator, airline or destination provides, to make sure it covers everything you need. In some cases, it will only provide limited cover if you contract coronavirus while on your trip. Therefore, if you require cover for other issues, such as medical incidents abroad not relating to coronavirus, lost baggage, travel disruption etc. you are likely to still need a traditional insurance policy.
Coronavirus travel guidance
From 5 November to 2 December 2020, travelling away from home, including internationally, is restricted from England except in limited circumstances such as for work or for education. Different rules apply in Scotland, Wales and Northern Ireland. You must follow all the rules that apply to you.
The Foreign, Commonwealth & Development Office (FCDO) provides guidance on COVID and non-COVID risks overseas. The FCDO currently advises against all but essential travel to many countries and territories on the basis of COVID risks. You should check the travel advice for your destination.
I'm looking to buy travel insurance
Customers must check their local restrictions carefully, as travelling either in the UK or overseas while UK Government or Devolved Government restrictions are in place could invalidate your policy. Please see specific guidance for England, Scotland, Wales and Northern Ireland.
Customers are covered if they, someone they are travelling with or a close relative (as defined within the policy) contracts coronavirus and/or if they or someone they are travelling with has to quarantine before their trip and cannot travel, so long as they were unaffected and able to travel at the time they purchased the policy and at the time they booked their trip.
In terms of cover, all AXA policies, irrespective of purchase date, include cover for emergency medical expenses due to coronavirus or if you have to cancel because you or a close relative become ill with coronavirus. However, a number of our policies no longer cover cancellation or curtailment if the FCDO or another regulatory body advises against travel due to a pandemic.
New and existing customers will also be covered for emergency medical claims related to coronavirus in countries which are exempt from the Foreign, Commonwealth & Development Office’s (FCDO) or another regulatory body’s advice against all but essential travel.
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 customer service team.
It is often recommended that you buy your policy when you book your trip. If you purchase insurance in the knowledge you will need to claim, the policy will not pay for that scenario.
I need to make a claim
Customers must check their local restrictions carefully, as travelling either in the UK or overseas while UK Government or Devolved Government restrictions are in place could invalidate your policy. Please see specific guidance for England, Scotland, Wales and Northern Ireland.
For any cancellation claims for overseas bookings, you should first ask your airline or travel 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 are still legally entitled to a full 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.
Customers must check their local restrictions carefully, as travelling either in the UK or overseas while UK Government or Devolved Government restrictions are in place could invalidate your policy. Please see specific guidance for England, Scotland, Wales and Northern Ireland.
If your accommodation is in an area of the UK which the UK Government or a Devolved Government are advising against travel to, or you can no longer travel as you live in an area where the UK Government has stated you should not leave your home except for essential travel, then the accommodation owner or booking agent must provide a refund. If you have any other unrecoverable costs, please contact our claims team.
If the accommodation is an area where travel is allowed, however you are in a restricted area, you should first contact the accommodation provider to postpone your trip or arrange a refund. 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 register a claim with us.
Depending on where you live, you may not be restricted from travelling outside of your home, therefore your trip may be able to go ahead. If you no longer wish to travel, please contact your accommodation owner or booking agent to postpone your trip or arrange a refund.
For your claim to be dealt with as quickly as possible, you need to contact your travel provider or tour operator first. They may be able to move your trip to different dates or provide you with a refund. By doing this first, it will speed up the processing of your claim should you have any out of pocket expenses.
Only once you have exhausted all options can you make a claim online if you are a Lloyds, Halifax or AXA Direct customer, or contact our customer service team.
Once you have contacted all providers for any refunds or options available to you via tour operators or flight/accommodation providers, you can register your claim online if you are a Lloyds, Halifax or AXA Direct customer, or contact our customer service team.
Our teams are working hard to deal with your claim, but please note that we are often receiving an unprecedented volume of calls. One of our team will contact you as soon as they have assessed your existing claim.
The time it takes for us to resolve your claim will depend on the nature of the claim and the information we require to process it.
Our team are working extremely hard to be available for our customers and resolve claims in a timely fashion, but please bear with us as the volume of claims being made is unprecedented.
Please ensure you read our required documents laid out in your claim pack to help evidence your claim. Sending these in together will help us to reduce requests for further documentation. Requests for further documentation could result in a delay to your claim.
Submitting your claim
Once you've read the information above and are ready to make a claim under your travel insurance, please use the following links depending on who you purchased the policy through.
AXA Direct customers
If you have an AXA Direct Travel Insurance policy fill in your claim online.
Other customers
Select the company from the list below that you purchased the insurance from to begin making your claim:
I am currently on a trip
Customers must check their local restrictions carefully, as travelling either in the UK or overseas while UK Government or Devolved Government restrictions are in place could invalidate your policy. Please see specific guidance for England, Scotland, Wales and Northern Ireland.
The Foreign, Commonwealth & Development Office (FCDO) currently advises British nationals against all but essential international travel. Travel to some countries and territories is currently exempted.
This 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:
- Contact your airline or travel company now
- Keep up-to-date with the Government’s travel advice pages
- For real-time updates, follow the FCDO's embassy or high commision's social media for the country you're in.
Please visit the FCDO’s website to find out if you have to return to the UK immediately (curtail) or on your original planned return date. If the Government does not advise immediate repatriation, then you will not be covered for the costs of cutting your trip short.
You should follow the advice of the local authorities on how best to protect yourself. If you have any questions about your return journey you should contact your travel provider or airline.
Please follow the FCO advice above and first check if there are commercial routes available by contacting your airline or tour operator and checking the FCO travel advice pages for the country you are in and the local British embassy social media.
If you booked a package holiday, your provider should arrange alternative transport.
If you’re an independent traveler, you should contact your airline to reschedule your flight or arrange a refund. You may be able to claim on your travel insurance to recover some of the costs you incur if you have travel disruption cover. Cover will depend on your policy, its limits, and the refund from your providers.
If you need urgent consular help, contact your nearest British embassy, high commission or consulate or contact the FCDO's consular assistance helpline on 020 7008 1500.
Further information can be found by checking the FCDO travel guidance pages on coronavirus and waiting to return to the UK during coronavirus.
If you become ill while on holiday, your travel insurance will cover your medical expenses abroad as long as you have a valid claim and you have not travelled to a destination which is not exempt from the FCDO’s advise against all but essential travel.
If you are confined to your hotel under doctor’s orders for at least 48 hours, we will pay for the room, up to the policy limit. And if you paid in advance for excursions or activities that you can’t do because of your quarantine, we will cover that, up to a certain amount.
If your airline or travel provider cannot book you on a later flight, we will cover an alternate flight subject to a valid claim.
Our customer service and claims colleagues are working as quickly as possible, however they are often experiencing higher call volumes than usual.
We recommend you read our ‘Making a claim’ section below so we can assist you more quickly.
If you are in a destination which is exempt from the FCDO’s advice against all but essential travel and are not required to return to the UK, please contact us to discuss if we can extend your cover.
However, if the FCDO are advising you return you home you must. We will extend cover whilst you are attempting to return however if you are not making best endeavors to return cover will cease.
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