Travel disruption advice

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.

Travel Advice


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.

Contact Details

Where to log a claim (24/7) Non-emergency queries
Policies bought direct with AXA +44 (0)330 024 1308
AXA Lloyd's Banking Group +44 (0)345 850 5056
AXA Halifax +44 (0)345 124 1400
AXA Bank of Scotland - +44 (0)345 602 1222
AA Travel Insurance - +44 (0)330 058 2991

If your insurance provider is not listed above, please check your policy documents for relevant contact details.

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: