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.
Über HolidayAutos hatte ich eine Zusatzversicherung bei AXA-Travel-Insurance gebucht. Nun benötige ich eine Rechnung. Es gibt keine Möglichkeit der Erreichbarkeit oder Kontaktaufnahme. Emails kommen wieder zurück, da aufgeführte Adressen nicht existieren. Alles scheint outgesourced. Absolut unseriös!
Still doing all they can to wriggle out of a legitimate claim for £500.00. Absolute heathens.
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't provide sufficient "proof". Keep your money in your pocket, or find a company that actually pay out, these are a waste of money, time and effort
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.
Anyone can write a CrowdTrust review. People who write reviews have ownership to edit or delete them at any time, and they'll be displayed as long as an account is active.
Polarized pattern: few middle ratings. 42% of recent reviews are 4–5★ and 57% are 1–2★.
If you can access their claims website, it's an achievement. If you can upload a document to it, then you should buy a lottery ticket. If you can contact them for support, then the pope will likely saint you. If you can do all this, submit a claim and they pay out, then I don't believe you and I reckon you've got a mate on the inside. Morons.
Do not use AXA for travel insurance. Tried to recover medical expenses for the amount of £50 (after £50 excess was deducted). Axa done everything not to pay out, asking for medical records for the last 2 years. Would cost you more to recover the records from your doctor.
AXA will do all it can to wriggle out of paying your flight cancellation. They initially wanted 2 yrs of medical history on the insurance application which was completed honestly and openly. I had another retinal detachment 2 months before flying so believed I'd be OK to fly. On a second consultation prior to flying they informed me I'd had a longer last gas and couldn't fly. I cancelled straight away and lost £1100 to the rip off airline TUI that wouldn't move the booking or refund me. They told me to claim. I put the claim in. AXA wanted 2 yrs medical records on a medical certificate from the GP which was completed and sent back. AXA refused based on an error on the GP saying I'd got Asthma (not even the reason I cancelled) which I haven't had since 2001. Spoke to them completed another certified ate from the GP correcting the first. Now that should be it you'd think. No AXA now want 5 yrs full medical records. When asked why they want these records I can't get an answer from them. They either don't believe the GP OR and this is the truth, they are trying their very best to NOT pay out! I feel AXA aren't an great company to deal with and like most insurance company's won't honor the agreement you signed. They will slime, wriggle wrap you up in paperwork and change the goalposts and do all their best to get out of paying you back. I have 1 holiday a year, I'm a paramedic of 21 yrs, who served his country in the military - what's the point.
Despite not renewing the annual travel insurance I contacted Puffin (Axa) underwritten to Axa to Not renew! This was weeks ago and received confirmation. This morning I received an auto renew on my policy that I do not need PUFF2122042 What on earth are the travel insurance companies doing to travel insurance and I can only assume that people like me retired that some customers won’t realise they are being targeted by the insurance companies. I do not need any travel insurance and never renew.
Dear friends I like to share you my experience with AXA travel insurance companies they are fraud company they just need the money to take form you because when you claim & give all the evidence to them for you injury at your travel they asked you nonsense things which is nothing to do with your injuries issues I have travel to Pakistan & I got accident after that I can’t move my right hand shoulder so they done a small surgery which I all paid form my credit card & when I back I claim for my travel insurance after getting all the papers and boarding cards & all hospital receipts & my bank payment receipts they asking my 2 years NHS records like really No common sense of asking this stupid things even I provided all after that they ask someone els then I provided that they ask something els I know these companies they think we are stupid we don’t understand them well it’s my mistake I buy the policy from them again after 10 years but no more next time I write you all because I don’t want you to me involved this position where I m standing for , now I buy this travel insurance from my LLoyds bank which is the best ever & I have excellent service from them in last 9 years but by mistake I buy AXA Travel Insurance,I never recommended anyone to buy form them they are FRAUD & FAKE COMPANY because even you are providing them all documents they never give you the claim & my claim is just small amount of 301 pounds Not million or billions of pounds, Stay away from them look there feedback & review No one No one is happy form them it’s a fraud company
AXA travel insurance - DO NOT BUY IT, ESPECIALLY THROUGH A THIRD PARTY (i.e TUI etc). I purchased AXA travel insurance as a one off holiday add-on. Unfortunately, the holiday had to be cancelled due to sudden illness and a claim had to be made. AXA denied all knowledge of our insurance and after some lengthy investigations, we found enough ‘evidence’ to prove to them we were in fact insured for the trip and had all the documents needed. We have been strung along for weeks, provided everything we have been asked for (and more!) and it’s always delays delays delays. Emails go unanswered and phone calls are met with cold, unempathetic, bored employees. I recently called and was told “the claim is marked as resolved, you will receive your settlement letter soon and funds shortly after” Lo and behold… NOTHING! No further correspondence despite numerous emails from myself. They ask for the same information over and over. It’s like nothing gets logged properly. To add salt to the wounds, I have now been asked for further DUPLICATE information! I am beyond frustrated and stressed. Thousands of pounds, left in limbo with no answers and completely unhelpful staff. Next stop, financial ombudsman. I will never take an insurance product from this company again.
If i could give less than 1 star i would. This company will do everything in there power not to payout a legitimate claim. Every adviser terrible to deal with. Avoid at all costs.
To people who are struggling to get any response like me . Raise a complaint and go to the odbudsman after 8 weeks. Yo the lady who's child got chicken pox. In there T and c they can only request 2 years previous medical history
Appalling Handling of a Bereavement Claim I had to cancel my trip due to the sudden death of my partner and submitted my claim on 8th July with all required documents. Since then, I’ve been given two separate confirmations that payment would be made within set timeframes — both of which passed with nothing paid. To make matters worse, my deceased partner was repeatedly referred to as a “third party,” and I was even asked if his cause of death (sudden cardiac arrest) was present at the time of booking. At a time of grief, this was not only insensitive but deeply offensive. Instead of compassion, I’ve faced delays, broken promises, and shifting excuses. The service has been cold, unhelpful, and entirely lacking empathy. No one should be treated like this when dealing with a bereavement claim. Truly disgraceful service
Whilst on holiday in Cyprus we were robbed of cash in our villa early June this year. I gathered and forwarded all required documentation requested by AXA and waited….and waited…chased time after time. Then had a settlement email advising me this would be in my account in 10 days… again waited and chased them told various stories then the final one they had the incorrect bank details, even though the correct ones were sent to them. This has gone on for weeks after sending them more bank details. Then I receive another email which is a settlement offer again for an amount £200 less than the original settlement email. They do not read through their case notes and the staff appear to be helpful but get nothing done correctly. And still I am waiting for another response to my latest email. I have made so many calls to them it’s so stressful, frustrating and upsetting. All adding to the distress we had being broke into while asleep in our villa. Never again will I consider using AXA. I have worked in travel over 35 years and go away a lot . I’m telling so many people about their shocking customer service.
This claim has been going on since the 9th July. They keep claiming they have made process mistakes, asking for the same things, telling me they are busy and resetting their service level for dealing with the issue. I experienced a bereavement and claimed my holiday costs back as that's what insurance is for. They have sent nonsensical emails, asked the most insensitive questions, including the same questions over and over and claim agents have made mistakes and that is why I haven't had any notification of resolution or payment. They are a joke that avoid paying. Do not use this company for your travel insurance.
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.
AXA Travel Insurance - claim number GB1-25-082127 Warning… Do not use this company 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 and eventually my claim was denied due to a visit to the doctors previously in the last 2 years, it felt like they would do anything to get out of paying the claim for a blocked ear on holiday... I will never use this company again.. painful to say the least..
AXA refused my travel insurance claim based on historic medical information that had no relevance to my cancellation. I had to persist and go to the FCA who found in my favour and decided AXA must pay me. To make sure I kept AXA busy I also submitted a GDPR request. Will never use again.
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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