Review Time
So sad. So upset and pretty much totaly deflated. I pay alot for my travel ins after being paralysed by guillain barre syndrome. Im honest and pay high premiums. I went with AXA as rhe name meant quality to me. How wrong was I . We have lost £13k i had a holiday booked for myself, husband and daughter agter a year in hospital and a life changing illness. I'd lost my job through the illness and life was very different. We saved and booked. The week before travel I came down with a chest infection saw my GP and was given antibiotics. He told me the risks flying considering what Id had been through were not recommended. The chest infection was not related to my illness however my overall condition he said it would be too risky. He gave me a sick note. I dont work anymore. The sicknote was for my travel ins he said and should suffice. I could go back for a letter from reception if I had any problems. This was early October. On New Years eve I got a decline letter as I chose not to fly following my doctors advise. The sick note did not suffice. The GP was a l9cum and has moved on and the notes on my medical file are minimal. AXA dont dispute I was ill but the admin of paperwork is not sufficient. Despite paying another £50 to the GP practice for them to complete Axas form. They still will not pay out. Despite a signed stamped form from the doctors advising I was ill and the risk also of travel. Im between a rock and a hard place. I've had to borrow £5k to pay my daughter back as I feel dreadful she has.lost her hard worked money (she is a nurse and works long hours) So my husband and I have lost money and had to pay out to our Daughter. I thought AXA were reputable but I've learnt otherwise to my detriment. I am gutted I missed the holiday after the last few years and now we cant book again as we have lost all that money.
This insurance provider has been a nightmare - I strongly advise against using them! They compensated me £80 for a cancelled flight that cost over £2000. Honestly, I might as well have not bothered with insurance since it cost me £60. After having the policy reviewed by a legal expert, I found I should be entitled to a £2000 claim. Their communication is dreadful, and the policy language is clearly designed to avoid payouts. It took them 4 months to respond!
I purchased travel insurance to protect against flight cancellations, but it turns out this policy does not provide that coverage. I suggest saving your money or choosing a different provider that offers more comprehensive travel insurance. The reason given for my lack of coverage was buried on page 46 of the policy. I would advise anyone to spend a few hours going through the 72 pages of fine print instead of relying on the misleading summary provided at purchase.
I strongly recommend that anyone considering this insurer for travel insurance seek alternatives. After paying around £400 for a policy for our trip to Thailand, my wife fell ill, and we received a fully documented bill from a reputable clinic for £250. I submitted all the necessary information to the company. However, they insisted on additional documents like boarding passes and a complete itinerary for our independently organized trip, which we did not keep. It's clear our small claim is valid, yet the company is making the process as challenging as possible, seemingly hoping we'll abandon our claim. They have succeeded in making us give up, but they will never receive another penny from me.
Do not use for travel insurance in any circumstances they will not pay. You might as well have NO insurance if you use this company. 88% of this companies reviews are 1 star and that says it all. You must understand why they don’t pay out. Your policy is not with Axa who sell on your policy to another company that you’ve probably never heard of. They get you to buy the policy by using the well known Axa name. The only way the insurance company who’ve finally got the policy from Axa can make a profit after commission charges is to avoid paying out claims. You’re much better off selecting a reputable insurer from a site like Which. You might pay more but at least you’ll be properly insured.
Avoid! If the £50 excess doesn't get you then their valuation deductions for 'Wear and Tear' will. My single incident claim following theft while travelling in France was reduced to 38 percent of their original purchase cost as the items were more than 3 years old. They also farm out the element of the insurance you take out with them for gadgets cover to another company, namely the Davies Group. So we ended up having to submit our claim twice for the same incident having paid a single premium. The Davies Group then disallowed our claim for the SLR camera my wife inherited from her mother who died in 2016 on the basis that it was more than four years old! An expensive lense upgrade to the camera purchased less than four years ago was also declined "as you can only claim for accessories in conjunction of valid gadget" (sic)! This is simply not fair and reasonable. This information should be set out loud and clear at the beginning of the process rather like a government health warning on a pack of cigarettes. There's only one party that has their back covered in this transaction and it's not the traveller!
Was very pleased (and surprised) to learn that my AXA Travel insurance covered the cancellation of our flights (hotel was free cancellation on booking.com) due to one of the friends we were due to travel with sadly receiving a cancer diagnosis so is unable to travel (so we no longer wished to travel).I therefore phoned AXA Travel Insurance (without much hope of success - especially as both couples had booked their flights separately): The phone menu system wasn't too long and there was a lengthy wait for the call to be answered, but as soon as we got through to the call handler Kelsea and explained the situation, she immediately confirmed that our insurance covered this scenario and proceeded to record the relevant information and I received a confirmation email within about 10 mins confirming the documents AXA required (doctor's letter in relation to our friend / confirmation from the airline that we had cancelled the flights and the consequential cost incurred (flight lost less the taxes that were refundable).I will definately be renewing with AXA (via Love-it-Cover-it Holiday Insurance) and have no hesitation in recommending AXA holiday insurance.
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