AVOID AT ANY COST AVOID AT ANY COST! EVEN IF IT'S FREE I became very ill and got admitted to the hospital, I was diagnosed with pneumonia This meant that I was in and out of consciousness, I had no ability to deal with anything at all. My 19-year old daughter who was with me had to deal with everything. It cost a fortune, she had to borrow money from friends and family, she also lost out on her holiday as a result of looking after me. We've provided her insurance details too, they've just asked her to prove her medical bills. As for me: I have submitted everything which clearly states what happened to me and all the costs. But they are refusing to pay me. They've just sent me on a wild goose chase, making my life more misery.

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.

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.

My trip to Amsterdam had to be… My trip to Amsterdam had to be cancelled due to medical reasons. Submitted claim, they wanted a letter from the doctors but they do not do this now due to it being out of their remit! Axa wanted to then know if I had been told I couldn’t fly, now they are saying they cannot give any monies back including a good will gesture. I will never use them again, first and last time. If a zero rating could be given I would.

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.