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


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

    Primera Air Ceasing Trading Travel advice

    Information from AXA about your AXA Direct travel insurance

    On 1st October 2018, Primera Air confirmed they have ceased all operations.

    Because of this, all future holidays and flights provided by this company have been cancelled from 1st October and are no longer operating.

    If you are stranded abroad

    Primera Air are not part of the Civil Aviation Authority's ATOL Protection scheme, therefore you will need to arrange an alternative flight home yourself.

    If you are due to travel

    If you are booked on a Primera Air flight, please do not go to your UK airport as your flight will not be operating.

    1. In the first instance you should attempt to recover costs for your lost flights with the credit or debit card provider used to purchase the flights. They may be able to reimburse you for the flights due to the financial protection they offer.
    2. If you are not travelling and have unused accommodation and airport parking costs, claims can be considered under the Travel Disruption section of your policy.

      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.

    FAQs

    Q - I am abroad and need assistance, what should I do?

    A - If you have booked via a Tour Operator please contact them for further information, however you may have to arrange an alternative flight home yourself.

    Q - I have tried to obtain a refund from my Credit/Debit Card provider or PayPal and they’ve declined my claim. What do I do next?

    A - If you paid for your holiday using a credit/debit card or PayPal then you are required to request a refund through these providers in the first instance. Should this be unsuccessful we can then consider your claim. Please make sure that you obtain confirmation that you were unsuccessful with your credit/debit card provider or PayPal.

    In order to register a valid travel claim, you must provide us with the following documents:

    1. A copy of your original booking confirmation.
    2. Confirmation from your credit/debit card provider or PayPal that they’ve declined your claim. This can be written confirmation or email.
    3. Confirmation that your attempts to acquire refunds from your tour operator or holiday company for any aspect of the trip (accommodation, flights/transport, car hire, car parking etc.) have been unsuccessful.
    4. Receipts/invoices for any additional accommodation/transfers and expenses for consideration.
    5. The Data Protection Notice which is included in the claims pack sent to you once you have registered a claim. This needs to be signed by anyone over the age of 18 who is claiming.

    Your policy may include an excess, please refer to your policy wording for details.

    For non-emergency claims you can make a claim 24/7 in your online account: https://www.axa.co.uk/insurance/personal/travel/claims/

    Travel disruption due to adverse weather

    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.


    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: