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    Travel disruption due to adverse weather

    On this page, you will find dedicated advice relating to:


    For the latest information regarding our opening times, please visit AXA Insurance on twitter and Facebook.

    Remember, you can still make changes to your policy online! You can do that by visiting our existing customer page.

    Advice for car insurance customers

    Customers are still covered while driving in snow, even if there is a red weather warning. However, we urge our customers to not travel unnecessarily in affected areas, take all reasonable precautions, and follow police advice including observing speed restrictions and road closures.

    If travelling during adverse weather is unavoidable, keep in mind that you are likely to face disruption and could be stranded, so make sure you are properly prepared. Check your tyres, make sure your mobile is charged, tell someone where you’re going, and make sure you have a winter kit including warm clothing, food and drink, so if you are stranded you will be in the best position to endure the severe weather until help comes.

    If you have breakdown cover bear in mind that this may not cover you if your car is partly or completely buried in snow, so always check before heading off.

    See our following guides for more information on how to stay safe on the road – and at home:


    Advice for travel insurance customers

    Consumers should be aware of their rights if they experience travel disruptions due to adverse weather. Delays and cancellations are a headache at any time, but more so when caused by bad weather. Be careful if you are driving to the airport and miss your flight. Policies vary over the cover offered in these scenarios so the safest course of action is to leave plenty of time to catch your flight.

    Please note: For policies purchased from the 22nd November 2017. Flight delays, cancellations and alternative accommodation arrangements are all covered as standard under the scenarios set out in the ‘Disruption or delay to travel plans’ section of your policy.

    For policies purchased before 22nd November. Please check your policy schedule to see if you have Travel disruption & Missed departure cover in place before taking the below steps.

    Limits, excesses, terms and conditions apply, read the policy wording for full details.

    1. What if I miss my flight due to traffic/breaking down/an accident even though I left with plenty of time?

    • Customers should contact our claims team who will look into the claim and determine whether we can arrange additional travel and/or accommodation to help you reach your original destination.
    • Please note that if you choose not to continue travelling after a missed departure, the policy will not cover the full cost of the trip including flights and accommodation.
    • If you have missed a cruise, our team will investigate arranging travel to the next port so you can join the trip.

    2. What if my outbound or inbound flights are delayed or cancelled?

    • If you decide to continue with your travel plans, we will provide cover for reasonable additional accommodation and travel expenses that are needed to get you to your final destination or home.
    • Customers who choose not to continue travelling should contact their tour operator or transport and accommodation provider for a refund in the first instance.
    • If the tour operator or transport provider will not provide a refund, please provide evidence to our claims team who will manage your claim.
    • Note: Please make sure you follow any check-in advice given to you by your airline.

    3. What do I do about missed connecting flights and other public transport?

    • If you decide to continue with your travel plans, we will provide cover for reasonable additional accommodation and travel expenses that are needed if you were unable to arrive for your connecting flight/ferry etc.
    • Customers who choose not to continue travelling should contact their tour operator or transport and accommodation provider for a refund in the first instance.
    • If the tour operator or transport provider will not provide a refund, please provide evidence to our claims team who will manage your claim.

    4. I can no longer stay at the accommodation I originally booked due to my flight being cancelled, what do I do?

    • If you decide to continue with your travel plans, we will provide cover for reasonable additional travel expenses that are needed to get you to your booked accommodation.
    • Our team will also investigate refunding any days you were unable to stay at the booked accommodation due to flight cancellations, however we cannot extend the duration of the stay.
    • Customers who choose not to continue travelling should contact their tour operator or transport and accommodation provider for a refund in the first instance.
    • If the tour operator or transport provider will not provide a refund, please provide evidence to our claims team who will manage your claim.

    5. I’ve decided to change the dates of my trip, can I also update my travel insurance policy?

    • If you have been given alternative dates to travel by your airline and/or accommodation provider, please contact our team who will update your policy and charge/refund any monies accordingly.

    If you need emergency assistance please call our Emergency Medical Assistance Team on +44 (0)1737 815626. Lines open 24 hours a day.

    For non-emergency claims please call us on +44 (0)330 024 1308 (lines open Monday to Friday 9am to 5pm) or you can make a claim 24/7 in your online account.