If you’re considering travel insurance with Southdown (underwritten by AXA), think again. Our experience has been nothing short of frustrating, with delays, contradictions, and outright negligence at every turn.My partner contracted chickenpox while abroad in September 2024, making it impossible for us to continue our trip. Despite following every requirement in their policy—including calling the emergency helpline, obtaining a medical certificate, and providing extensive documentation—our claim has been repeatedly denied.Initially, AXA rejected our claim on the false basis that we didn’t call the emergency helpline before cancelling. We had called, and yet no one at AXA bothered to check. When we appealed, they suddenly required two years of medical history. After jumping through hoops to provide this (providing full medical history), they still found another excuse, claiming it wasn’t “extensive enough.” It’s clear they are intentionally making the process as difficult as possible to deter claims.Beyond the unfair denial, their customer service is appalling. Their agents are dismissive, rude, and even hang up when you mention a denied claim. We’ve received conflicting advice, been misled about what documentation is required, and had our case wrongly categorised as a “curtailment” rather than a cancellation—yet another tactic to avoid paying out.Our airline and hotel both confirmed that due to my partner’s contagious illness, travel was not possible. We provided all required evidence, including medical certificates and a supplementary note from a UK doctor confirming cancellation was necessary. Still, AXA refuses to honor the policy terms.The whole experience has been exhausting, and it’s clear AXA’s strategy is to wear people down until they give up. If you’re looking for reliable travel insurance that actually supports customers in times of need, avoid Southdown at all costs.
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Southdowns Insurance services Ltd is a General Insurance Intermediary located in West Sussex. We are licensed and regulated by the Financial Conduct Authority. Our authorisation allows us to arrange and assist in the administration of non-investment insurance contracts. You can check our entry on the FCA website at www.fca.org.uk.
We currently provide sales and service support for an International General Insurance Intermediary but also offer our own products underwritten by within the AXA group.
Our sales and service agents are experienced, knowledgeable and efficient, dedicating equal time and attention to service and query calls as they do to quotations and sales opportunities. We aim to provide a service that we can be proud of and one that we would wish to receive if calling or e-mailing into the office ourselves.See more
