We had to cancel our trip due to one of… We had to cancel our trip due to one of our party becoming seriously ill and these scammers keep asking more and more information from us which we have provided. So basically not wanting to pay out

Avoid My father in law was diagnosed with a serious condition 3 days prior to travelling for a short break which my wife and I had booked a couple of weeks prior. Unfortunately 1 day prior to travel we found out it was a terminal condition. Therefore we could not travel. Father in-law sadly dies the next week. Hotel chain would not refund (non-refundable rooms) and airline was being difficult. So decided to use our AA Travel insurance underwritten by AXA to claim back a small amount of money. AXA has been unhelpful asking us to share the same information twice and being quite brutal in their questioning. I have supplied all information requested including death certificate, hotel booking details and flight information. Their processes seem broken, they don't appear to want to support this small claim and they seem to use a mix of offshore / onshore contact centres which is not ideal when dealing with claims of a serious nature. I would be very concerned if we had an actual emergency and required support from this company. I will not be renewing with them.

Do not insure with AXA its a Con If you pay money to this company, it us worse than not being insured. Not only will they refuse to settle the most simple and straightforward claim, but they will waste your time. Their complaint team work to a 40 day response timescale. Cases are pushed into the long grass by spurious requests for unnecessary documentation and weeks /months go by without progress.

Impossible to get hold off Impossible to get hold off. Site is broken when trying to make travel insurance claim. No calls back when you fill in call-back form. Got an email when I was also looking health insurance and replied to that email to say that the inbox isn't monitored. Absolutely infuriating - I thought they had a good reputation but my experience is an absolute joke.

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.