Shocking from start to finish Shocking from start to finish! Missed our flight in November due to wrong information from the airline. They also managed to lose our baggage in the process. The staff at Axa had no clue what they were doing, didn't understand my situation and it felt like I was talking to a robot every time I called. They filed the first claim and paid out £130 (around 10% of the total of my actual costs) then paid out £530 last week for the lost baggage. I claimed for £1600 worth of items. By far the most frustrating company I have ever dealt with.

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.

Would give zero stars if possible Would give zero stars if possible. Had to cancel trip due to injury.Submitted relevant documentation to support, heard nothing. Turns out cancellation letter from Crystal could not be opened ( Crystal have been useless) and I had to contact AXA to find this out and get Crystal to reissue, this took 3 attempts by the buffoons at Crystal. Once resubmitted again heard nothing. 10 days passed and after emails , called AXA and was assured claim would be prioritised, nothing. 10 days later have just called and been told payment pending and after 20 minute hold have been informed payment approved and will take 5-7 days. , nightmare. Constantly use stalling tactics.

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.

Not as bad. Money refunded, but lack of communication Not as bad as expected after reading all of the reviews here. My husband was admitted to the hospital with pneumonia while in DR. We spent 1 night in the hospital and the total cost was £3500. We initially wanted AXA to pay the hospital directly however the AXA advisor said that it may take a very long time since it was Saturday. We ended up paying ourselves and submited a claim when back in UK. We did have to chase them few times and there was lack of communication, however at the end we were refunded in full. It took around 5 weeks from submitting the claim to receiving the money.