AXA Travel Insurance UK
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Still waiting for claim to be settled
We had a joint travel policy (booked through an intermediary company) for our trip of a lifetime in May this year. Sadly my wife was diagnosed with terminal cancer in January and we had to cancel the trip. I submitted a claim within weeks of the diagnosis and submitted all the information they asked for at the time. They responded by asking for more and more information, which airlines were not willing to provide, so I provided what I could. I waited weeks and months at a time for updates and every time I called and spoke to someone got the same answer 'the claims team are very busy' and was even told ' there are a lot of documents to go through'...which are what they asked for. Eventually I got an email on the 6th August stating my claim would go to the authorisation team and then payment team, so would be around 10 days until claim settled. I then received the exact same email on the 15th August stating the same thing, so by that time 9 days has already passed (7 working days) putting us back to square one. All emails have been ignored asking for updates and we are still waiting. Dealing with a terminal diagnosis and cancelling the trip of a lifetime is hard enough but dealing with AXA has added so much stress to the situation and we are out of pocket. Would not recommend or ever use again. Edit 01/09/2025: I received the reply below about making a complaint, which I had already done by the time the reply was sent. It has now been 6 days since I made the formal complaint and not heard anything back. I will now be making a formal complaint to the Financial Ombudsman.