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  • Making a Travel Insurance claim

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    Register your travel claim online in your AXA Account

    How to make a travel insurance claim

    When you’re away from home and the worst happens, the last thing you need is any extra stress. So, to make things easier for you, follow these three steps to get help with your claim.


    We paid over


    of customers’ travel insurance claims in the last year1

    document icon

    1. Be prepared – then get in touch

    It’s best to have all the information about what happened to hand before getting in touch with us. But if you don’t, we can still get your claim underway and we’ll give you all the support you need to help make it as stress free as possible.

    What will I need to tell you when I make a claim?

    • You’ll need your personal details, and preferably, your policy number – you can get your policy number from your AXA account.
    • Details about your claim, for example the flight number and name of your airline (if it’s relevant).
    • You’ll need details of any supporting evidence you plan to send us – for example, a medical or crime report, or any receipts.
    call center team member icon

    2. Register your claim

    When you call us, or register your claim online, we’ll quickly assess and record your claim. It’ll speed things up if you have all the relevant details to hand. If you register your claim online, a member of our specialist team will follow up with a call or email to get your claim underway2.

    document and pencil icon

    3. Claims outcome

    We’ll do our very best to process your claim and get things back to normal for you as quickly as possible.

    2. If you register your claim on a weekend, it won’t be followed up until the next working week.

    Find out about the most common situations why a claim might not be paid

    Getting started with your travel insurance claim

    Our UK-based team is ready to help if you need to make a claim

    Register your travel insurance claim online in your AXA Account

    Emergency medical assistance

    Emergency medical assistance

    +44 (0)1737 815626*

    *Lines are open 24 hours a day, every day.

    All travel insurance claims

    All travel insurance claims

    0330 024 1308**

    ** Lines are open Monday to Friday 9am to 5pm.

    Legal expenses claim

    Legal expenses claim

    0330 024 1309***

    *** UK lines are open Monday to Friday 8.30am to 7pm and Saturday 9am to 5pm. Closed Sundays and bank holidays.

    Frequently asked questions

    In most circumstances, your airline will offer compensation to pay for meals, phone calls – and in some circumstances, accommodation – after your delay reaches three hours, so you should get in touch with them first. For more information about flight delays and your rights, visit The Civil Aviation Authority (CAA) website.

    Your travel policy covers you for delays that are more than twelve hours, so it’s best to get in touch when you know you’ll be delayed for at least that long. You can register your claim online in your AXA Account.

    Making claims clearer

    We paid over


    of customers’ travel insurance claims in the last year1

    Of our policy holders


    needed to make a claim in the last year

    We paid over


    as the average claim pay out in the last year



    1. Data relates to personal travel insurance claims for policies underwritten by AXA Insurance UK plc from October 2017 to September 2018 inclusive.

    Making claims clear

    AXA is committed to making claims clear. We paid over 95.7% of customers’ travel insurance claims in the last year1.

    2.2% of our travel insurance policy holders needed to make a claim in the last year, with an average claim pay out of £8501.

    All insurance policies contain exclusions and conditions, so we wanted to remind you of some of the things your policy does not cover, and some of the conditions of your insurance policy that you must follow so there are no misunderstandings.

    We also wanted to share some of the most common situations where a claim might not be paid to help you understand why this is, and help ensure that this does not happen to you.

    Pre-existing medical conditions

    When you take out travel insurance, it’s important that you answer all questions fully and truthfully for everyone on the policy. You’ll be asked questions like:

    Pre-existing medical conditions
    “In the last 5 years, has any traveller been prescribed medication or received treatment (including surgery, tests or investigations) for: any cardiovascular, respiratory condition, cancer, diabetes, epilepsy or stroke?”
    “In the last 12 months, has any traveller taken prescribed medication or received treatment (including surgery, tests or investigations) for any disease, illness or injury?”

    We can provide cover for many pre-existing medical conditions, as long as you let us know when you take out your insurance. If you answer yes to any of these questions – for anyone on the policy – you need to make sure their condition is declared. If you don’t, you might not be covered for any claims you make.

    Cancelling your trip

    Cancelling your trip

    If you need to cancel your trip, you should get in touch with us first to check you’ll be covered before you cancel any bookings. We can only cover you for certain reasons, like if someone’s too unwell to travel – and you’ll need to give us confirmation of this from a doctor.

    Once we’ve accepted your claim, you’ll need to provide us with evidence that your trip has been cancelled, who’s unable to travel, and the charges and refunds you’ve received.

    Extending your trip

    When buying cover for a single trip, the dates you select for cover will be the dates your policy covers. If you decide to extend your trip, you won’t be covered after the date when your cover finishes. When you buy an annual multi-trip policy, you’re covered for each individual trip up to the time limit in your schedule.

    If you have an annual multi-trip policy, you’ll be covered for cancellations from the start date of the insurance. For single trip policies, cover starts from the purchase date.

    Extending your trip

    PMissing your departur

    Missing your departure

    It’s up to you to make sure you have plenty of time to make any planned departures on time – this includes allowing times for possible delays. If an unforeseeable event forces you to miss your departure, make sure to keep any evidence such as receipts, photos, news reports and reports from government bodies, such as Highways England. You’ll need these during the claims process.

    In most situations, you’ll be covered for getting safely on your trip – for example, the cost of tickets for a later flight. You won’t necessarily be covered if you decide to abandon your trip completely so it’s better you get in touch with us first.

    Keep valuable items with you

    Always take care of your belongings when you’re abroad – if you haven’t taken all necessary precautions to protect your belongings, we might not be able to cover your claim. When you leave your accommodation, safely store all your belongings and place valuables out of sight. If possible, store valuable items and cash in a safe. If your belongings are with you, make sure you can see them and they’re within reach.

    If your belongings are stolen while you’re on your trip, it’s important you report it to local police straightaway and get a police report to support your claim.

    Keep valuable items with you

    The AXA claims service

    Making an insurance claim can be stressful, especially when it’s during your time off or you’re away from home – time when you’re supposed to be relaxing. That’s why we’ve got dedicated phone numbers for you to call, including our 24-hour emergency medical assistance line.

    At AXA, we understand that no-one wants to make a travel insurance claim. So at the time you need us most, we’ll be there to help you every step of the way. Whether you want to register your claim online quickly and efficiently, find the answer to your questions on our website, or speak to one of our expert advisors, we’re here.