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.

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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.

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.

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

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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.

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

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Getting started with your travel insurance claim

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

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Emergency medical assistance

+44 (0)1737 815626*

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

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All travel insurance claims

0330 024 1308**

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

legal services
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

Making claims clearer

95.7%

WE PAID OVER

of customers’ travel insurance claims in the last year1

2.2%

OF OUR POLICY HOLDERS

needed to make a claim in the last year

£850

WE PAID OVER

as the average claim pay out in the last year

Making claims clear

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

2.3% 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.

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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:

“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?”

or “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.

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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.

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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.

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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.

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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.

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.

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