Product / Cover
Do I need a single trip or an annual multi trip policy?
If you are planning on taking more than one trip in a year, you may find the Annual Multi Trip policy is the easiest and best value option. You will be covered for trips up to 90 days in length each, no matter how many times you travel during the year.
If you are not a frequent traveller and only taking a single trip, up to 180 days, then our single trip cover may be the right option with a price to match the length of your trip.
Is there any age limits?
We apply no age limits. We will cover you whatever your age.
Would I be covered under this policy if you have a pre-existing medical condition?
No, we do not offer cover for any pre-existing and diagnosed condition with a risk of getting worse;
You will still have cover for other unrelated conditions.
We do not offer cover for any pre-existing medical conditions. This means we will not pay any claim directly or indirectly related to any pre-existing medical condition. You will still have cover for other unrelated conditions.
Do I have to be a resident of the United Kingdom to be covered under this policy?
Yes, you have to be a resident of the United Kingdom to be covered under this policy. For instance, if you need to be repatriated for medical reasons, we would do so to the country of residence mentioned on your certificate of insurance. Your cover does not apply in your country of residency.
Where will I be covered?
All products would cover for the Schengen Area: Austria, Belgium, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, and Switzerland. Included in the Schengen area are the following territories or principalities: Andorra, Liechtenstein, Monaco, San Marino, and Vatican City.
Europe Travel and Annual multi-trip products would the Schengen area and the European Union and that would include the following additional countries: Bulgaria, Croatia, Republic of Cyprus, Republic of Ireland, and Romania.
Purchase
When does my cover begin when I buy an Annual Travel Insurance policy?
You will be covered from the start date that you enter when you purchase your policy and when your payment has been approved.
What happens if after I don’t need my insurance anymore?
You can cancel your policy by contacting us in writing within 14 days of your purchase. As long as you have not travelled, no claim has been made or is intended to be made and no incident likely to give rise to a claim has occurred and the policy and the Insurance Certificate are received prior to your departure date, we will refund the premium in full. If you cancel after 14 days of issue no premium refund will be made.
Do I need to take the policy documents with me when I travel?
You should have a copy of your travel insurance certificate with you as immigration services may want to check it. In any event, please have our phone number with you so you may call us in an emergency 24 hours a day.
When do I need an EHIC (European Health Insurance Card)?
If you are travelling to a country within the European Union (EU), European Economic Area (EEA) or Switzerland, we strongly recommend you apply for and obtain a European Health Insurance Card (EHIC). This will provide you with cheaper or free state-provided medical treatment in most European countries.
I am travelling in more than one country during my trip, can I still get a policy?
Yes. You should also apply for a Visa with the country where you will first travel to.
Claim
What should I do if I have a medical emergency while I am away
For emergency assistance and advice, please call +44 (0) 203 409 1333. We are open 24 hours a day, 365 days a year. If you need a doctor, to go to the hospital or return home because of an emergency, we can assist you with advice and making arrangements.
What should I do if my car breaks down when travelling?
We do not cover car breakdown. You would need to insure your car separately with a European breakdown policy.
How can I make a complaint?
In the event of a complaint relating to the assistance services, you may refer to the AXA Travel Complaints department:
By e-mail: claimcomplaints@axa-travel-insurance.com
or By Post: AXA Travel Complaints - The Quadrangle, 106-118 Station Road - Redhill - RH1 1PR
If it is impossible to reach an agreement, you may have the right to make an appeal to the Financial Ombudsman Service by writing to:
Financial Ombudsman Service, Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR, United Kingdom; Or you can phone 0800 023 4567, free for people phoning from a ‘fixed line’ for example, a landline at home), or 0300 123 9123, free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02.
Website: www.financial-ombudsman.org.uk
The European Commission has established an Online Dispute Resolution Platform (ODR Platform) http://ec.europa.eu/consumers/odr that is specifically designed to help EU consumers who have bought goods or services online from a trader based elsewhere in the EU and subsequently has a problem with that online purchase.