Quick payment We made a claim under cruise cover. The claim and payment was dealt with within 2 1/2 weeks, which I was very happy with. Everyone I spoke to in customer service was English and had good customer service.

Would give zero stars if possible Would give zero stars if possible. Had to cancel trip due to injury.Submitted relevant documentation to support, heard nothing. Turns out cancellation letter from Crystal could not be opened ( Crystal have been useless) and I had to contact AXA to find this out and get Crystal to reissue, this took 3 attempts by the buffoons at Crystal. Once resubmitted again heard nothing. 10 days passed and after emails , called AXA and was assured claim would be prioritised, nothing. 10 days later have just called and been told payment pending and after 20 minute hold have been informed payment approved and will take 5-7 days. , nightmare. Constantly use stalling tactics.

Fraudsters Do not use this company. I submitted a claim in mid December when the trip of a lifetime I had planned needed to be postponed due to my wife suddenly being admitted to hospital for 7 nights a day before we were due to travel. I diligently phoned all airlines, hotels, trip providers possible (our original trip was for 6 weeks) making several stressed calls trying to receive refunds where we had to cancel. I managed to receive refunds from most companies, however ended up needing to claim for a few hotels and some internal flights that I was unable to cancel. I thought this would be straightforward with a company with a name such as Axa. Several rounds of requests for the same documents that I had already submitted, querying a form submitted by my GP, fake promises that the assessment would be prioritised and finalised by the end of the week. I have now lost all faith that this will be resolved at all. I raised a formal complaint, and received what to me seemed a satisfactory response. This came with a promise that my claim would be finalised within 5 days. I chased again yesterday and was promised a call back. The 5 days has now passed and I still haven’t heard anymore from the claims team. I now will be raising this with the financial ombudsman.

Poorly treated My son booked a holiday for us, a few days prior to leaving he lost his dad unexpectedly and we also received news my dad had days left to live..he died in the week we would have been away...therefore we had no choice but to cancel. Of the £3500 he paid was offered back just over £900 and still charged a cancellation fee. Shocking company zero compassion

Stay clear Took insurance with insurefor which is a a group and needed to claim back for a holiday I had to cancel. Due to multiple pregnancy complications I’ve suffered in the past and loss of a baby, when I found out I was pregnant I didn’t want to be out of the country. I cancelled the holiday and provided a letter from the hospital doctor who detailed what had happened to me in the past and asked them to support this decision, they declined my claim because there was nothing wrong with the pregnancy at the time of cancelling. You will also find that the contact numbers on the policy documents don’t work and it’s incredibly hard just to try get through to someone. I also had to ring again to find out they’d declined me as id not heard anything from them. Laughable that they sent me an email asking to renew my policy with them. Stay clear of them, they will never pay out.