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  • Making a Travel Insurance claim

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  • Overview

    AXA travel insurance gives you the reassurance you need - especially when you make a claim.

    Wherever you are in the world you'll be able to rely on us to give you the right help when you need it most. That's when you discover the real value of quality travel insurance direct from AXA.

  • Before you claim

    • In the event of theft or loss of property, contact the police immediately, and get a crime reference number
    • Check your policy documents to confirm your cover details and excess levels
    • Look at our Frequently Asked Questions if you need useful advice about the claims process
    • Have your policy number ready when you call

    Making a claim

    You can make a travel insurance claim from your online AXA Account, simply log in using the button below.

    We have specialist teams ready to manage your travel insurance claim. You'll find details on how to contact them below.

  • We have the medical expertise, contacts and facilities to help should you or anyone insured on your policy be injured in an accident or fall ill overseas. The medical travel insurance team can also arrange transport home if you are told about the illness or death of a close relative at home.

    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.

    Call + 44 (0)1737 815626*

    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.

    *Lines are open 24 hours a day, every day. Call costs may vary depending on your service provider.

    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
    • Delay or disruption to travel plans
    • Personal belongings and money
    • Personal liability

    You can make your claim online from anywhere in the world or by calling from the UK.

    Register your claim online

    Simply go straight to the claims section in your online account, fill in the details, and we’ll be in touch within two working days. It’s the quick and easy way to get expert support wherever your travels take you.

    Log in to make a claim here

    Call our claims team

    We’re ready to help when you’re back home – just phone 0330 024 1308*

    *Travel insurance lines open: Monday to Friday 9.00am to 5.00pm.

    For legal expenses and assistance, you can call our expert team to help with legal costs

    Call 0330 024 1309*

    *Travel insurance: UK Lines open: Monday to Friday 8.30am to 7.00pm and Saturday 9.00am to 5.00pm. Sundays and Bank Holidays closed.

  • Making claims clear


    AXA is committed to making claims clearer. We paid over 87% of customers’ travel insurance claims in the last year*

    3% of our travel insurance policy holders needed to make a claim in the last year, with an average claim pay out of £711*.

    *Data relates to personal travel insurance claims for policies underwritten by AXA Insurance UK plc from April 2016 to March 2017 inclusive.

    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.


    Travel documents


    • Always make sure your passport and visas are valid for the dates of your trip. If not, make sure you have left enough time to get them renewed before you are due to travel.


    Pre-existing medical conditions


    • A pre-existing medical condition is any medical condition you currently have, or have had, for which you are taking or have been taking prescribed medication for, or are waiting to receive, or have received treatment (including surgery, tests or investigations) in the last five years.
    • We can cover many pre-existing medical conditions. If you have a pre-existing medical condition or illness, make sure you declare it when you purchase your travel insurance. If you don’t, you might not be covered if you fall ill as a result of that condition while on holiday.


    Cancelling your trip


    • If you have to cancel your holiday because you are not well enough to travel, make sure you have obtained medical evidence – for example, a doctor’s note – to support your claim. Ensure you have the correct cover dates
    • When you purchase cover for a single trip, the dates you enter for your trip are the dates you will be covered for. If you decide to stay on past the end date of your policy, you will not be covered.
    • When purchasing an annual policy, you are covered up to the trip length limit as shown in your policy schedule per individual trip.


    Missing your departure


    • Always make sure you get to the airport in good time and give yourself enough time to get through security.


    Keep valuable items with you


    • Make sure that valuable items are kept with you when you travel, or are stored in the hotel safe or the safety deposit box in your room. If you put valuables in your suitcase and it goes in the hold, rather than the overhead lockers, and something is stolen, it won’t be covered.