AXA Travel Insurance UK
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A catalogue of errors from day one
A catalogue of errors from day one - from the wrong emergency phone number on the Emergency Insurance Info (zero included when calling from abroad), to being told they didnt deal with 'Love It Cover It' and given another number, to being cut off in A&E in Turkey and told as it was late at night we'd have to wait for the Medical team to get back regarding an emergency MRI (it finally came through hours later, after I'd decided to pay myself to stop any delay). Also being sent to a hospital that didnt have a full agreement set up with AXA, they didnt recognise the claim number we were given. Then being told information hadnt been received when it had. A catalogue of errors and confusion from start to finish. A lady from the complaints department in Spain called and was very helpful. However, due to system issues in Spain we kept getting cut off. The issues didnt get any better after our call. I spent hours and hours chasing up. To finally being told they wouldnt cover flights home, because my husband was deemed 'Fit to Fly' at the time of his admission, even though the 'Fit to Fly' was dated 1 week later, the day before our changed flight home. We were insured by 'Love it Cover It' under the Umbrella of AXA. The issues were more with Axa rather than Love IT Cover It, but it's not good to be dealing with 2 companies at the same time. Eventually, after lots of phone calls and resending Information, our claim was settled in full this week. The last person I spoke too was very helpful and looked at the details correctly and the money was in our account the next day. However, after all the stress we encountered, Im thankful it wasn't more serious and I would never use any insurance that has AXA as underwriters again. Im really hoping AXA read this and take the time to listen to my phone calls. Its a really wake up call to me as to how an insurance company is only good until you need to make an honest claim.