Make a Travel Insurance claim with AXA.
Find out how to make a claim if your policy started or renewed before 4 September 2024.
Start a claim
To start a Travel Insurance claim, you’ll need to give some details to Inter Partner Assistance (part of the AXA group), the underwriter for your policy.
For gadget cover, you can make a claim with one of our claims administrators, depending on when your policy started.
Travel Insurance claims
Make a claim with AXA, the underwriter for your policy.
Gadget claims
Policies started or renewed on or after 13 December 2023
Make a claim with Taurus, the claims administrator for your policy.
Gadget claims
Policies started or renewed before 13 December 2023
Make a claim with Citymain, the claims administrator for your policy.
Talk to a doctor remotely, 24/7
See a doctor while you’re away - whenever you need to - if you’ve got one of the following policies:
- Single or Annual Multi Trip Insurance with Premier coverSingle or Annual Multi Trip Insurance with Premier cover
- Backpacker InsuranceBackpacker Insurance
- Later Life policyLater Life policy
Get the Doctor Please! app to book an appointment and use the code that came in your welcome text or email.
The app is provided by AXA (IPA) and is available for iPhone and Android.
If you can’t get the app, you can call to make an appointment 24 hours a day.
Exclusions apply, see your policy booklet for details.
Important information
What to do before you start your claim
Cancelled bookings
For cancelled bookings, please get in touch with your booking provider to ask for a refund. This includes your airline or accommodation provider, or any another provider you've used to book your trip. If you paid for any part of your trip by credit card, please also contact your credit card provider.
Contacting your provider first may speed up any refunds you’re entitled to. You can also find out if there’s another option available, such as changing dates.
If you’re eligible to make a claim, you’ll be able to claim for any unrecoverable costs including non-refundable trip payments, deposits, cancellation fees and change fees.
Supporting documents
AXA will ask you to provide digital copies of any documents that support your claim, so it’s a good idea to get these ready first. Supporting documents could include:
- The original invoice from booking your trip, or the itinerary confirming your travel details.The original invoice from booking your trip, or the itinerary confirming your travel details.
- An email or letter from a transport provider or breakdown service confirming the incident that caused you to miss your departure.An email or letter from a transport provider or breakdown service confirming the incident that caused you to miss your departure.
- Invoices or receipts for expenses you’ve had to cover because of disruption to your travel plans.Invoices or receipts for expenses you’ve had to cover because of disruption to your travel plans.
Please don’t upload copies of your boarding passes. AXA can’t accept these as evidence.
To check what evidence you need to give us when making a claim, please see your Policy Booklet.
What happens after you start your claim
You’ll get a claims reference number. And we’ll be in touch if we need anything else from you, or if something changes that you need to know about.