Shocking from start to finish Shocking from start to finish! Missed our flight in November due to wrong information from the airline. They also managed to lose our baggage in the process. The staff at Axa had no clue what they were doing, didn't understand my situation and it felt like I was talking to a robot every time I called. They filed the first claim and paid out £130 (around 10% of the total of my actual costs) then paid out £530 last week for the lost baggage. I claimed for £1600 worth of items. By far the most frustrating company I have ever dealt with.

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.

I sended documents to them for my claim… I sended documents to them for my claim and its been 20 days since they received, on the website they saying that a response and resolve will be 15 days , when i talk to them today they said its 45 days and 15 days is preliminary , avoid this company , always trying to dont pay

Avoid. My airline damaged my baggage and left me without a laptop, my sole means of working. I called up AXA and advised them and was encouraged to make a claim. Had I known at the time that leaving my baggage in the hold would invalidate my policy, I'd have not bothered claiming, but the staff member didn't tell me this and we spent close to an hour logging the claim. I heard nothing for a week and called back yesterday to be told that my claim had been finalised and I'd get a decision. Bearing in mind I have not been able to work effectively without a laptop, things were dragging too slowly so I called again today. Imagine my surprise when I was told that my claim had been declined on the 23rd, the very day I logged it! Essentially, the staff were too cowardly to tell me over the phone that my claim had been declined (which they'd have seen on the screen!) and instead just passed the buck. Coincidentally I then got a 'declined' letter in my email ten minutes later...how convenient. I rang and asked why I was not told on the spot that the clause in my insurance would negate any claim, and was given some sort of spiel about how 'all evidence needs to be considered'. There was never any need for 'evidence'; my claim was pointless from the onset and the staff member knew this. Logging the claim, waiting for an update, chasing it and then being told 'no' has cost me time and money which I will be pursuing. Axa told me "we don't consider loss of earnings"; easy for them to say when their call staff are getting paid by the hour and are happy to spend their time dragging this unnecessary claim all the way through to its pointless and needless conclusion. If you find your policy is underwritten by Axa, AVOID it and CANCEL it. They do not care about anything other than their bottom line and you'll end up financially drained and furious.

Don't BUY Don't BUY! the site offers false reviews and they use AXA as provider and they are awful! Got stranded without any ferry, flights or any other transport in el nido and lost my jon refundable accommodation. In Addition had to buy new accommodation for 2 days last minute costing me in total £900. For my surprise AXA only covers 20£ per 12h of delay and say that trip cancellation is only for trips to and from the uk. They thieves and liars!