AXA Travel Insurance UK provides comprehensive travel insurance solutions designed to protect travelers against unforeseen events while abroad. The company's offerings include coverage for trip cancellations, medical emergencies, lost luggage, and personal liability, catering to a wide range of travel needs. Targeting individuals and families planning domestic or international trips, AXA Travel Insurance UK aims to offer peace of mind through tailored insurance plans that address various travel risks. Customers can access detailed information about policies and coverage options through the company’s website, axa-travel-insurance.com, ensuring they make informed decisions for their travel insurance needs.
AXA Travel Insurance UK receives a mixed response from customers, with many expressing frustration over claims processes and customer support. While some reviewers find the application process straightforward and commend the helpfulness of staff, others report significant difficulties when attempting to file claims.
Common complaints highlight issues with the company's reluctance to pay out on legitimate claims, with several consumers feeling that AXA does everything possible to avoid compensation. The lack of accessible customer service and complicated claims submission processes are frequently mentioned as major drawbacks. Despite a few positive experiences, particularly regarding ease of booking and helpful staff, the overall sentiment leans negative due to the high volume of complaints about claims handling.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 2.6 | 60 | 100% | ● Low |
Monthly average rating from reviews written by people · latest review Sep 2025.
| Month | Average | Reviews |
|---|---|---|
| Aug 25 | 2.6 | 41 |
| Sep 25 | 2.7 | 19 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 60 most recent reviews.
“Easy to book”
“Had to cancel trip and it was for a reason listed in axa list of valid reasons, however they wouldn't pay as I couldn...”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Insurance.
| Company | Overall | Legit | Service | Website & app | Booking | Trend | Reviews |
|---|---|---|---|---|---|---|---|
| 2.6 out of 5 (poor) | 100 out of 100 | 2.7 out of 5 (poor) | 4.0 out of 5 (good) | 1.8 out of 5 (poor) | — | 60 | |
| 4.2 out of 5 (good) | 100 out of 100 | 3.3 out of 5 (fair) | 3.0 out of 5 (fair) | — | — | 1,200 | |
| 4.7 out of 5 (good) | 100 out of 100 | 4.7 out of 5 (good) | 4.6 out of 5 (good) | — | — | 1,060 | |
| 4.8 out of 5 (good) | 100 out of 100 | 4.9 out of 5 (good) | 4.7 out of 5 (good) | 4.3 out of 5 (good) | — | 1,060 | |
| 4.8 out of 5 (good) | 100 out of 100 | 4.7 out of 5 (good) | 4.0 out of 5 (good) | 3.6 out of 5 (good) | — | 1,060 |
Bottom line: AXA Travel Insurance UK is #5 of 5 on overall rating in this group. On booking, JustCover Travel Insurance scores higher (4.3 vs 1.8).
60 reviews of AXA Travel Insurance UK. Filter by what matters to you.
Disappointing AXA Travel Insurance support. I thought AXA were a reputable company but they clearly have a policy of wearing claimants down by continuously asking for new information, I’m sure they are hoping that claimants give up on their claims. I will not use AXA again. Avoid this company, it’s not the AXA of old! Claim GB1-25-106368
I recently contacted your customer service to cancel my policy number: ATIUK250376565PN, but was informed that no refund would be given. However, according to the cancellation terms in my policy documents under “How do I cancel the contract?”, it clearly states: If you cancel after the first 14 days of receipt of the documents we refund 65% of the premium paid, providing you have not travelled and no claim has been made. I confirm that: I have not travelled; I have not made any claim; I do not intend to make any claim. Therefore, I am entitled to a refund of 65% of the premium paid as per your policy wording. Please arrange the refund promptly. If the matter cannot be resolved quickly, I will have to raise a formal complaint and refer this issue to the Financial Ombudsman Service.
Poor. So so poor. We needed urgent help after a massive storm in mid June left our French rental property with no power and water coming in through many sections of the roof. No response for 3 days except an auto message saying they’d respond soon. Then a message to say an advisor had been allocated. Still no response to our pleas for help asking if we would be covered if we moved to a hotel with power, aircon, cooking and washing facilities. The power came back on on day 4. Axa gave no emergency contact facilities or cover. None. Avoid them.
Quick answers to the questions people ask most.
AXA Travel Insurance UK has received a mix of reviews, with many customers noting both positive and negative experiences. It is important to consider the overall rating and the volume of reviews, which can provide insight into their trustworthiness.
AXA Travel Insurance UK is not a scam, but customer feedback indicates that some users have faced challenges with claims processing. Verified reviews suggest that while many find their services reliable, there are patterns of dissatisfaction regarding claim approvals.
AXA Travel Insurance UK provides a range of travel insurance products, including coverage for trip cancellations, medical emergencies, and personal belongings. Customers have appreciated the straightforward application process on their website.
Customers can reach AXA Travel Insurance UK through their customer support hotline or via email. Reviews highlight that many users found their representatives to be polite and helpful when assistance was needed.
Common complaints include difficulties in obtaining claim approvals and challenges with customer service responsiveness. Some customers have reported feeling frustrated with the claims process, indicating that clear communication could be improved.
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Polarized pattern: few middle ratings. 42% of recent reviews are 4–5★ and 57% are 1–2★.
Awful company to make an travel insurance claim from, avoid if you can. They do not provide the services they claim to when you take out the insurance. I intend to take things further.
AXA do not communicate or answer emails..the only way is to contact them directly. My husband had a stroke whilst in Spain and following his hospital stay we had to remain in Spain until he was fit to fly.Communication between Axa was extremely 1 sided , even the hospital insurance people were having difficult getting confirmation of reports etc being received.This added to the extreme stress I was experiencing st the time.When I did speak with AXA abroad answers to my questions were very vague and unhelpful. Since our return we are still waiting for settlement to be placed in our bank despite being informed it has been agreed would be. Due to having to pay everything up front in Spain we are significantly out of pocket and need reimbursement .We are now in August and not received the promised settlement. I have written a complaint to AXA and are waiting a reply.If they do not reply will be contacting the financial ombudsman .AVOID this company.
Will never use them again... we still struggling to make a claim my husband was in hospital fighting for his life during the time we should have been travelling I've provided everything and they keep asking for more.. although I've provided a discharge summary showing he was admitted to hospital during the time we should have been on holiday we now need WRITTEN CONFIRMATION FROM THE TREATING DR STATING THE DATE YOU SHOULD HAVE CANCELLED OUR TRIP AND THAT SHE OR HE IS IN AGREEMENT! Plus all information to be sent again as they can't open attachments from third partys so I need to screen shot all information. They wait the 10 days SLA then ask for more information kicking off the 10 days again... God knows how I'm going to find the treating dr in the hospital and get him to write a letter they have already had everything from our GP but because he put N/A against the question when did you tell them to cancel the holiday they are now asking for more info. The reason he wrote na was because it's obvious if someone is in hospital they are going to cancel the holiday no one discharges themself to pop off on holiday!! Update: even though I went back providing all details asked AGAIN we are now being asked for full medical history and proof of payment of holiday even thou I have already sent the easy jet receipt now I need to provide bank statements. Why was this not asked for at start.. also why was the dr not asked for full medical history with the form he already filled in! No wonder NHS is over stretched with these silly extra admin tasks. Axa just delays delays in hope we get fed up and don't claim. This is really not helping my husbands health.
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.
**DO NOT USE THIS COMPANY FOR TRAVEL INSURANCE AT ALL COSTS •• Basically they do not pay out no matter what your circumstances are . SCAM company . They have small print clauses for any situation ONLY SENT OUT AFTER PURCHASE OF POLICY AS ALSO SAID IN PREVIOUS REVIEWS to NOT pay out . Absolute disgrace of a company . Paperwork advised AXA on behalf of COVERWISE . GB1-25-116203 . By the looks of it this company also dont even respond to any reviews . I have my car insurance with AXA also i now know that if i had an accident they would unlikely to pay out . I wont be renewing !!
I think it is a big scam company. They never pay any claims. When you buy the insurance it is all looking legitimate. But soon as you pay or buy the insurance they send you all the small details in small problem pages off small print which you don't read and I don't think any body read . I bought travel insurance but when I needed to make a claim they told me read the terms and conditions in small print. And I think nobody could get any think whitth this conditions. The bottom lines. PLEASE DON'T BUY TRAVEL INSURANCE FROM THIS COMPANY BECAUSE YOU WILL GET NOTHING IN YOU NEEDED. It is not fair this company take advantage off everyone there's a reason we buy travel insurance if something happens we need help. But this company are not helping ins8they looking for a reason to not helps you, My insurance policy number GB00263573 under name LANA RASHID Kind regards
It took over a month for them to respond to my claim, and when they did, it was to deny it. This was because, apparently, numerous people being struck by the Eurostar – which resulted in us being delayed for over 24hrs and displaced in London – wasn't EXPLICITLY STATED WITHIN THE POLICY so therefore wasn't a reason for reimbursement (lol). Absolute money-grabbing bellends – avoid! :)
I put a claim in for my apartment not being fit for purpose it was dirty unkept and needed repairs and upgrading badly. Also building work noise was horrendous. Axa declined my claim saying they do not pay out for non enjoyment. Non enjoyment it wasn't fit for purpose. And surely it was not fit for anyone to stay in it's got nothing to with enjoyment. This excuse they've given us very lame. Millions of people claim for this reason it's just a excuse to not pay out. I've found thousands of bad reviews about AXA I wish I had seen these before I bought never again I've now cancelled my other insurances with them. I am also now taking this to court.they cannot be twisting words to suit their own agenda. DO NOT BUY AXA INS And answer to axa reply is they're investigating which they e already done and still declined my claim and coming up with wrong excuses it's now with the ombudsman awful company
I recently had the unfortunate experience of dealing with Axa, and I am extremely disappointed with how they handled my claim. After experiencing a medical issue while traveling, I submitted a claim for €100 for a doctor’s visit to prescribe antibiotics for tonsillitis after catching a cold. I fully expected the support promised when I purchased their policy. However, after submitting five years of medical history and waiting over three months, my claim was rejected based solely on past GP visits for issues that were completely unrelated to my current condition. Axa focused on medical records concerning the removal of a birthmark and stress-related palpitations, which had no connection to tonsillitis or catching a cold. None of these are pre-existing conditions, and they were not relevant to my claim. It’s clear that instead of considering the actual circumstances of my illness, Axa chose to focus on irrelevant historical details to avoid paying out a legitimate claim. I had already disclosed all relevant medical information when purchasing the insurance, and yet they chose to highlight irrelevant records. This feels like a deliberate attempt to avoid fulfilling their obligations. Despite providing actual documentation of pre-existing medical conditions, they still refused to honor their policy. Catching a cold in the past five years is not a pre-existing medical condition. Throughout the process, Axa made no effort to address the specifics of my claim. The customer service was frustratingly dismissive and unhelpful. It seems Axa is more focused on finding reasons to deny claims than supporting customers when they need it most. I strongly advise anyone considering this company to think twice. If you’re looking for reliable travel insurance that will actually cover you when something goes wrong, Axa is not the company to trust.
I bought travel insurance through Jet 2 for a holiday to Spain with my wife. Thought that being with Jet 2 it would have a decent travel insurance. Unfortunately before we had our holiday my wife Unfortunately died of a sudden heart attack at the age of 50. She had NO previous heart issues, just one day she was with me the next she wasn't. As you can imagine my life was in pieces. After grieving for a while I got her death certificate and proceeded to tell the Tax, pension, bank and every other I had to about my late wife. They were all very helpful and apologetic and only needed her death certificate from the coroners office. But when it came to Jet 2 they were very nice and professional, but said their insurance was dealt with by AXA. Jet 2 sent me their email and also sent me booking certificate and cancellation certificate. So got in touch with AXA and they said as well as official coroners death certificate I needed a form from the doctors filling in, so I paid my GP £30 to fill a form in and copied all of the forms and sent them off to AXA. Waited a few weeks and got a response saying I had to send copies of all of the certificates?? So I sent them again to the email address I was given and waited again.. Few weeks later got an email saying I need to send all of the certificates again. So I phoned up and got through to AXA and they gave me the SAME email address to send the documents to. Just got an email back saying SEND DOCUMENTS AGAIN !!!! Obviously I will keep trying BUT DONT BUY YOUR TRAVEL INSURANCE THROUGH JET 2.
AXA Travel Insurance UK provides comprehensive travel insurance solutions designed to protect travelers against unforeseen events while abroad. The company's offerings include coverage for trip cancellations, medical emergencies, lost luggage, and personal liability, catering to a wide range of travel needs. Targeting individuals and families planning domestic or international trips, AXA Travel Insurance UK aims to offer peace of mind through tailored insurance plans that address various travel risks. Customers can access detailed information about policies and coverage options through the company’s website, axa-travel-insurance.com, ensuring they make informed decisions for their travel insurance needs.
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