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.
New and existing customers will be covered for emergency medical claims related to coronavirus in countries exempt from the current FCO advice against all but essential travel. Customers will also be 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 if the FCO 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.
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 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.
The (FCDO) is regularly updating the list of countries that are exempt from its advice against all but essential travel. 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 website for the latest advice on travel destinations.
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.
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 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 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.
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.
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 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.
New and existing customers will be covered for emergency medical claims related to coronavirus in countries exempt from the current FCO advice against all but essential travel. Customers will also be 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.
However, new policies or trips booked from 13th March* will not be covered against any non-medical cancellation or disruption, including lockdowns, FCO advice against travel or any other country’s advice not to travel there. For claims such as these, customers should arrange a refund with their tour operator and / or airline.
* Please be aware this date varies on some of our products. Please refer to your individual policy or communications sent mid-March for details.
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 relating to coronavirus. General rules regarding FCO 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 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. 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 for any unrecovered costs subject to standard terms and conditions.
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.
This advice is being kept under constant review. Travel disruption is still possible and national control measures may be brought in with little notice.
New and existing customers will be covered for emergency medical claims related to coronavirus in countries exempt from the current FCO advice against all but essential travel. Customers will also be 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 if the FCO 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.
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
Things to check before submitting a claim to help us resolve it more swiftly:
It is the responsibility of your tour operator to provide refunds on trips they have cancelled.
If the transport provider cancelled your travel arrangement, they have an obligation to refund your costs. You must seek a refund of all costs.
Once you’ve completed these and you still have a reason to claim under your travel insurance, please read our instructions on making a claim online.
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.
You can register your claim online once you have contacted all providers for any refunds or options available to you via tour operators or flight/accommodation providers.
We strongly recommend using the online form as our colleagues in the contact centres are receiving a high volume of calls.
Registering online is quick and easy, and this will enable our staff to manage your claim as efficiently as possible.
We are experiencing an unprecedented number of calls at this time. We are doing all that we can to minimise the impact to our customers as well as look after our employee’s well-being at this uncertain time.
Our teams are working hard to deal with your claim, but please note that we are 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 click on the following links depending on who you purchased the policy through.
We are working as quickly as possible, prioritising customers stuck abroad and customers due to travel up to and including 29th August 2020.
The Foreign & Commonwealth Office 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.
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 have travel disruption cover, you may be able to claim on your travel insurance to recover some of the costs you incur (for instance, if you need to extend your accommodation to your new departure date), but your cover will depend on your policy, its limits, and the refund from your providers. The government announced on 30th March a new partnership with the airline industry to help British people travelling abroad to return to the UK. Where commercial routes remain feasible airlines will be responsible for getting their passengers with pre-booked tickets home.
Where commercial routes do not exist, government will provide up to £75 million to enable special charter flights to priority countries to bring back UK residents. To see if you are eligible, and to find out how to book and sign up to email alerts, see the ‘Return to the UK’ section of the Government’s travel advice page of the country that you are in. When special return flights become available, these will be advertised by the embassy and British nationals on Travel Advice Pages and Embassy social media and those who have registered for updates will be contacted via email.
If you are in real need, you can contact the FCOs consular assistance helpline on 020 7008 1500.
If you become ill while on holiday, your travel insurance covers your medical expenses abroad – unless you travelled to a location the FCO advised against.
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.
Our customer service and claims colleagues are experiencing higher volumes than usual.
We are working as quickly as possible, prioritising customers stuck abroad and customers due to travel up to and including 29th August 2020.
We recommend you read our ‘Making a claim’ section below so we can assist you more quickly.
No, as the FCO 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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