Getting started with your travel insurance claim

AXA works with a number of partners to underwrite insurance products in the UK and across the world, and each product has its own claims process.

Please select how you purchased your travel insurance policy:

Common reasons why a claim might not be paid

All insurance policies contain exclusions and conditions. Below are some of the things your policy does not cover, some of the conditions of your insurance policy that you must follow, and some of the most common situations where a claim might not be paid to help you understand why.

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?”


“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

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.

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.