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AXA Travel Insurance

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    16 Reviews
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      02.06.2011 15:54

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      Fantastic Policy

      We took out annual travel insurance and i was amazed what it covered. It covered the Ash cloud even though we recently had the eruption, they also covered us for my partners Apergers Syndrome and My asthma which many travel insurers would not touch and if they did cost around £300-£350, covered legal expenses and also some sport activities. All together it cost us with our medical condition £117.69 for a whole year it was amazing. They dont post out documents they send it via email or you can get it form your account but if you call them and ask they send you out a copy via post. There staff is so friendly and eve the management team are amazing. I would definatly advise to give them a try as they are very cheap and cover you for everything. My friend had to claim because he fell ill abroad and he had no problems claiming and they were fast and very helpful. oh and the excess is only £25 ...... FANTASTIC!

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      18.01.2011 12:59

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      AVOID

      Our BA flight from Heathrow was cancelled on 19th Dec. 2010 and we followed website advice on the day - i.e. not to come to airport unless we had a confirmed rebooking on an alternative flight. (Had 3 year old daughter with us and TV footage later showed passengers who had ignored this advice being turned away from Terminal buildings). After trying and failing to either speak to someone from BA or rebook on another flight via the internet, we phoned our insurers, AXA Travel Assistance, on the day regarding the claim we were going to have to make (c.£3.5K). We wanted to check that everything would be in place to process our claim asap and were told we simply needed evidence of our cancelled flight. (We sent them a screenshot from the BA website). AXA have now written to us stating that they regret they are unable to pay our claim because we failed to check-in for our flight, yet how could we have done so when the flight was cancelled? Phoning them on a daily basis is having no effect. The number of calls we have made to them is now into double figures. (The person answering the phone is never a 'claims handler' or apparently in a senior enough position to be 'able to deal with our call') The number of times they have called us back . . . zero. We are having sleepless nights over this as we are both public sector workers on a 2 year pay freeze/about to lose our child benefit. It took us ages to save for this holiday (including my husband taking on additional work during annual leave to fund it), and it was to be our last one for a good while given the current economic climate. Their corporate letterhead bears the catchy phrase, "AXA Assistance - redefining service" . . . how true! If it was possible to award NO stars on this website then I would certainly due that!

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      20.05.2010 16:31

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      Worst Customer Experience EVER - DO NOT USE AXA. In hospital in Turkey with kidney stones after 2 days and speaking to at least 20 people still in the hospital as they would not send the cover note to the hospital to say they will pay. It takes them 9 hours to send and receive a fax and they do not care about you stranded like a fool and smiling to the hospital staff in Turkey while wasting 100s ££ talking to these amateurs. CANT BELIEVE LLOYDS ARE WITH THEM - MY PREMIER ACCOUNT WILL BE CANCELLED ON RETURN NEVER AGAIN WITH AXA

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      20.05.2010 16:31

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      Worst Customer Experience EVER - DO NOT USE AXA. In hospital in Turkey with kidney stones after 2 days and speaking to at least 20 people still in the hospital as they would not send the cover note to the hospital to say they will pay. It takes them 9 hours to send and receive a fax and they do not care about you stranded like a fool and smiling to the hospital staff in Turkey while wasting 100s ££ talking to these amateurs. CANT BELIEVE LLOYDS ARE WITH THEM - MY PREMIER ACCOUNT WILL BE CANCELLED ON RETURN NEVER AGAIN WITH AXA

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      30.04.2010 11:15

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      HiUsed this insurer via the AA for my kids trip of a lifetime. We were delayed 1 week in America due to the ash cloud from the volcano. Mine / my wifes policy have accepted the claim. AXA have not If this is their attitude I will avoid like the plague and at the same time advise other prospective clients to do the same. Will also think twice about the AA advice regarding insurers! This policy was also extremely expensive when compared to our annual insurance!

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      28.04.2010 11:51
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      Uses unique concept of a flight being "cancelled without you incurring a delay" to avoid my claim.

      I claimed for the cost of a hotel I had booked in Germany, after my flight (and many, many others in the UK) were cancelled in Dec 2009 due to the snow. I had no way to get there until after I was due to return, so I cancelled my trip. I was unable to get the money back from the hotel, as I had paid in advance. The AXA Travel Insurance policy (held through a smile more bank account) states:

      "If departure of the scheduled Public Transport on which You are booked to travel is delayed ... for at least 24 hours ... due to ... adverse weather conditions ... We will pay You, for any irrecoverable unused ... accommodation costs ... which You have paid ... if afer a minimum of 24 hours has elapsed and You choose to cancel Your Trip."

      This all sounds fine and I thought my claim would be approved. However it was not. The letter from AXA stated: "The airline cancelled the flight without you incurring a delay, therefore you can not claim for abandonment ...". This simply makes no sense but when I phoned to query it, I was just told (over and over) that I "wasn't delayed, the flight was just cancelled". I simply don't understand how they can justify this; they are twisting the meaning of these words away from their normal use (but without any stated definitions to support this).

      I am still engaged in correspondence with AXA, but whether they will recognise my claim or not, I don't know. I will update the final outcome here, but whatever happens I am very disappointed.

      UPDATE (July 2010):
      After several phone calls, and many lengthy letters, AXA have paid my claim (minus the policy excess). They simply sent a standard letter with the cheque, so I don't really know exactly what it was that finally changed their mind. Having got them to accept that if I could produce some evidence from the airline that there were no flights for several days after my cancelled one, they would look at my claim, I thought I was getting somewhere. The airline however being easyjet they refused to provide any written confirmation, so I thought I had reached a dead end, but one final letter of complaint to AXA and payment was received. As I say, I'm not really sure what changed their mind.
      It may have been my insistence that I was not claiming for the inconvenience of a cancelled flight or any expenses relating to being delayed, but simply for the "irretrievable cost of the hotel that we had booked, which we were unable to reach".
      It may have been my mention of the phrase "considering a complaint to the Financial Ombudsman".
      Or it may have been my insistence that the concept of our flight being cancelled "without us incurring a delay" makes absolutely no sense, or a least relies on a high specialised definition of the word 'delay', which would need to have been included in the policy for me to accept this result.
      Or it may have been my final statement to them that I had been given a very negative impression of their company and would not be purchasing from them again.
      Or it may have just been the persistence of not letting it go. And of communicating via letter, as given the small value of the claim I was making, I have probably cost them more in staff time, admin and postage, than the actual amount of the cheque.

      So my advice to anyone with a similar problem, is to not let them get away with it wihout a struggle. Conduct your campaign via letter and if they phone you with an update, ask that they put it in writing to you (keep all of their letters and copies of all of yours). Set out very clearly what you are asking for and why and stick to logic - don't get aggressive, just keep chipping away. Consider making a formal complaint to the ombudsman - and tell them that. Be very clear on what you want and why - given their policy - you think it's reasonable. Do your best to provide them with all the evidence they ask for.
      Good Luck!!

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        05.03.2010 13:23
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        AVOID like the plague, they will not respond and you will end up with debt collectors contacting you

        we booked insurance with endsleigh but as we were flying to the USA we were covered by AXA. On the 2nd day of the holiday (7th September 2009) I dislocated my knee. AXA were very helpful when it happened and they assured us the medical fees would be sorted asap. On returning home, We received bills and letters from the Emergency room doctors and when AXA didnt respond to them we received letters from a swiss DEBT COLLECTION agency wanting us to pay the bill. When I contacted AXA I was transferred to HSBC Bank!! Which had NOTHING to do with my travel insurance claim.After plenty of calls to them they only paid the bill on 28th Jan 2010! My credit rating is now poor due to being involved with the debt collection agency. Then after this dreadful service they made us pay an excess charge of $81 which we were not informed about until 10th February! I would recommend that you avoid this comapny

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          29.08.2009 00:34

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          Very poor and slow service! No chance to claim even a single penny, lots of excuses.

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          17.08.2009 21:05

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          Flight was cancelled due to extreme weather. Snow storms closed Stansted. Easy jet paid up for flights, but I incurred pre-paid accommodation costs. AXA wouldn't pay. They said, that you are only covered for flight delays - not Cancellations. So, the fact that I couldn't get to the destination didn't matter, if it had been a delay for 24 hours then I would have got my costs covered. Isn't it amazing how you think you are covered by travel insurance, then they find whatever small print to get out of it. Don't buy AXA travel insurance, its as good as useless.

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          08.08.2009 16:16

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          Have a look at www.worldwideinsure.com for the answer. I am a UK expat here in France for over 11 years just hit 71 and in need of travel ins to go back to Alaska. This website gives the answers and the prices are OK, 10 days for me age 71.. Euro177 and my wife aged 50 - 59.. Euro 59Euro .. total price is Euro 236. Trip will be ex Toulouse to London then thos cook cruise up inside passage via Vancouver.. Good value, hope this helps..

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          27.05.2009 13:07

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          I am currently in las vegas and have lost quite an expensive digital camera and have looked and looked where to make a claim but cannot find anywhere. I shall contact axa upon return and post how good or bad claim goes

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          22.01.2008 20:52
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          hoping that someone has an answer

          Hi, Hope someone can help with this problem
          booked a cruise on the med. This was booked and paid for in Uk. But and this is a big one!!!!
          I live in France and the UK insurance does not cover me in France for this trip. I went to AXA in France . spoke with my agent - who was very helpful - I checked out the insurance information seemed all ok. But the Uk state that you must have 5 million for medical cover. and the French travel ins does not state that.unless I have read it wrong. Everything else is seems to be OK. But the Uk will not cover me and it seems that they are not interested if you live outside the UK. I don't mind having to pay for the insurance but this 5 million medical is a problem.

          So unless I can get cover - the trip will have be cancelled.

          Any ideas. I have started pull my hair out. Many thanks
          Anne

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          28.06.2007 18:06
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          Flight cancelled, delay incurred, AXA don't do cancelled.

          My flight home from Jersey was cancelled which meant getting home 24 hours later than expected.

          I tried to claim for the delay from my AXA travel insurance policy since it says that they cover delay and will pay out £25 per 12-hour delay.
          The problem is, AXA don't look upon a CANCELLED flight as being a DELAYED flight.
          According to them, if the flight were DELAYED I would be entitled to a pay out but, because it was CANCELLED, I'm not.

          This is ridiculous.
          The point here is that I WAS DELAYED in getting home by 24 hours.

          Airlines will not just keep on delaying a flight indefinitely. At some point they will cancel it and put passengers on another flight.

          This means that AXA may never have to pay out for a delayed flight since the airline will usualy cancel it.

          So, the next time your flight is delayed by anything approaching 12 hours, pray that the airline just keep on delaying it and don't cancel it or you won't get a penny back from AXA.

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            06.05.2005 21:35
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            Just like most people when it comes to buying something I shop around. Well we as a family have been going abroad for just over 2 years and to date we have been abroad 6 times. We have had our travel insurance through many insurers including Insure&Go, Direct line, Post office, Kwik fit and a few more. Out of all of them we have to say that AXA direct is the best company we have used not just for there product but for there customer care standards.

            You can contact AXA either on the telephone (0800 368 3911) Call centre opening times are 8am to 9pm Mon-Frid, 9am to 6pm Sat and 10am to 2pm on Sun.

            or

            online at www.axa.co.uk you get instants quotes online as well as on the telephone.

            What they cover:

            £1500 accidental loss, theft, or damage to baggage

            £200 for any one article

            £300 for valuables

            £150 for emergency replacement of medication, clothing, and toiletries if your luggage is temporary lost in transit.

            £200 towards travel and accommodation expenses if your passport is stolen.

            Medical Cover:

            Medical care up to the value of £10 million. (Outside UK only)

            Dental care up to the value of £200, this is for emergency pain relief (Outside UK only)

            Hospital Benefit

            Up to £15 per 24hrs that you spend in hospital.


            Personal Accident

            £20000 will be paid in the event of death, loss of limb or sight. (please note that this amount may change depending on age)

            Personal Liability

            £2million Personal liability for any compensation you become liable


            Delayed departure:

            You can claim when your flight is delayed for at least 12hrs, Not only this but you can claim from the airline too. AXA insurance will pay £20.00 after 12hr delay and then an additional £20.00 every 12hrs to a max of £100
            If after the delay of a minimum of 12hrs you decide to cancel your trip you can claim up to £5000. This is to help pay any pre paid charges.

            Missed Departure.

            AXA will pay up to £500 for you to book in to a hotel (room only basis) if you miss your departure as a result of public transport, Car breaking down or a strike.

            Legal Cover

            Most policies now a days give you legal cover as standard, with AXA you are give £25000 free legal cover.

            AXA do offer additional service such as sports, I am unable to comment on this part of there service as I never has sports cover on my policy

            Excess, I always have a standard excess of £50, you are able to up this excess to lower your premium should you wish.

            The cost: For our family which consist of:

            Myself Robert 23 year old with asthma
            Wife Marcelle 23 Year old
            Son Gary 2 year old

            For 3 weeks in October 2004 we went to Lindos (Greece), we taken our insurance with AXA and it cost a total of £27.18 this figure is including IPT (insurance premium tax)

            Claiming: Simple and straight forward.
            We have only ever claimed once on our travel insurance and that was for a Digital Camera. The camera was damaged whilst coming home from Lindos (Greece) I contact the claims department on 01243 621 332 to report the damage, details were quickly taken and the claim started. All the usual question asked, How much did the item cost?, when did you last use it?, was it packed well?, After the first phone call I received a claims form through the post all the details had already been entered I just need to sign it and return to AXA. A few weeks later I had a cheque for £xxx to replace my camera, I never even paid the £50 excess they deducted it from the pay out. Excellent service from start to finish

            Exclusions do apply to these amounts in most cases, I have written this review to make people aware what is on offer to them from AXA insurance.

            On wrapping this review up I will say: I have insured with AXA on three separate occasions and only ever had to make one claim (details above) I have always been treated very well by all there staff. When I telephoned them from Greece I was delighted with the service I received. I would recommend AXA to people, I am ware that AXA is not the cheapest but the cheapest is not always the best.








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              02.05.2005 17:08
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              Although I have never travelled on an axa travel insurance policy, being a travel agent I know many people who have as this is who we use for our insurance policy to sell.

              Most of you have probably heard of axa already as it is a very well known household name. Don't let that fool you into thinking your covered by a brilliant insurer as it does have a lot of bad points.

              What policies and cover can axa provide?
              you can buy numerous policies from this company the main one being single cover. They also provide annual cover (good for those of you who like to get away a couple of times a year) winter sports cover and hazardous sports and activity cover. So they've got a pretty wide range of the market covered.

              As for the payouts and the cover provided although it isn't brilliant if your just going on a two week trip to majorca it will more than suffice, but to compare it to the post office you are going to get more moneys worth out of your policy if you go with the post office who have better cover and is also much cheaper.

              What are the costs?
              to give you an example of price (based through a travel agent) if you want one week in a european destination you are looking at £35.99 per adult which can stretch to £65.99 for one week in the usa. As you can see its not easy on the wallet. Axa has three pricebands for your insurance cover
              1. European ( your med destinations)
              2. Worldwide ( including egypt morrocco and goa)
              3. The USA canada and the carribbean

              The reason that they've split it into 3 instead of the usual two is that they are v gready and the medical costs in the usa area are a lot more expensive than anywhere else in the world and its another way to get more money out of the customer.

              What about my medical problems?
              basically if you have ever suffered from cancer a heart condition or breathing problems, this company won't touch you, i.e they think your too much of a risk to cover because they think they're more than likely going to have to pay out. you have to declare every little prescribed medication your on even contraceptives !. If you don't tell them everything they will find any excuse to get out of paying your claim

              What about claiming?
              Now this is where axa fall big time, out of all the claims I've helped customers process only a few have had pay outs to them, (and thats after a few rude phonecalls) they will try everuy way to weasel out of your claim so before you go on holiday tell them everything about your medical background

              axa is ok if you have recived it free with your holiday and haven't had to pay for it but if you do its just not worth the money


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