You must tell us about all of your pre-existing medical conditions. If you fail to declare any pre-existing medical conditions your claim may not be covered, or we may reduce the settlement amount, even if a claim is not related to an undisclosed pre-existing medical condition. The full definition of a pre-existing medical condition is below and can be found within your policy documents.

Any of the following medical conditions from which you have suffered from or received medical advice, treatment (including surgery, tests, investigations by your doctor/consultant /specialist) or prescribed drugs or medication in the last five years:

• Any cancer condition
• Any heart-related or blood circulatory condition (including high blood pressure and high cholesterol
• Any diabetic condition
• Any neurological condition
• Any breathing condition
• Any renal, kidney or liver condition
• Any psychiatric or psychological condition (including anxiety, stress and depression)
• Any chronic condition that can be controlled but not cured (including back pain, Crohn’s, diverticular and coeliac disease and ulcerative colitis)

And/or

• Any other medical condition for which you have been prescribed medication or which you have received or are waiting to receive treatment including surgery, tests, or investigations) within the last 12 months.

You can view our pre-exsisting medical conditions video below:

If you have forgotten to tell us about any medical conditions prior to travel, you must call our Sales & Policy Servicing Team as soon as possible on 0330 678 3394.

No, you must tell us of all medical conditions that fall within the definition of pre-existing medical condition, failure to do so could result in your claim being refused or reduced.

No, you must tell us of all medical conditions that fall within the definition of pre-existing medical condition, failure to do so could result in your claim not being settled in full or declined.

MoneyHelper has launched a directory of specialist travel insurance providers who also provide cover for people with serious medical conditions. Find more information at https://www.moneyhelper.org.uk/en/everyday-money/insurance/travel-insurance-directory or by calling 0800 138 7777

No, the policy only covers UK residents registered with a UK GP. Non-UK residents are not covered by AXA Travel Insurance, for insurance for non-UK residents, please visit The British Insurance Brokers' Association (BIBA).

The UK is defined as England, Wales, Scotland and Northern Ireland.

No, the policy would need to be purchased prior to your trip starting. For insurance for those already on a trip, please visit The British Insurance Brokers' Association (BIBA).

The benefits of the AXA Travel Insurance are per person unless otherwise stated within the policy documents.

There are exclusions and conditions that apply to AXA Travel Insurance policies. We recommend that you read the policy documents in full before purchasing your policy. By doing this you can make sure that the cover you have selected meets your needs.

The documents needed vary, depending on which section of the policy you are claiming under. To support you in understanding what documents we may require, please view our claims evidence page here. Full details of claims evidence can be found in your policy documents.

A European Health Insurance Card (EHIC) reduces the cost of medical treatment in certain European countries. The EHIC is being replaced by the Global Health Insurance Card. Valid EHIC and GHIC cards can be used to reduce the cost of medical treatment in certain European countries. To apply for a free GHIC, click here.

No excess will apply for Medical Emergency and Repatriation Expenses claims when an EHIC or GHIC is used.

Please note that each European countries health care is different, and without insurance you may have to pay towards any treatment you receive. The GHIC is valid in the following countries*: Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

*Last updated 10/02/2025

For Single Trip travel insurance your cancellation cover starts from the date we issue the policy, when you receive your policy number. The rest of your cover will start on your intended departure date.

For Annual Multi-Trip travel insurance your cancellation cover begins from the start date of the policy which you can choose.

If you are purchasing a Single Trip policy, please input your start and end date during the sales journey, if we provide a quote, you will be covered for the duration of that trip as outlined in the policy documents.

If you have an Annual Multi-Trip policy, you can go on as many trips as you want as long as an individual trip does not exceed 31 days. All trips must start and end in the UK.

You can travel as many times as you like on an annual policy, as long as each trip starts and ends in the UK and does not exceed 31 days.

You would need to contact our Sales & Policy Servicing Team on 0300 678 3394 to discuss options if you wanted to extend the policy or make any other changes.

If you are looking to purchase a policy, please input your date of birth during the sales journey, if we provide a quote, you will be covered.

In an emergency always contact the emergency services.

If you are abroad and need urgent assistance, please contact our Medical Assistance Service on +44 (0)330 678 3381

You can register for all other claims online, at uk.claims.axa.travel by selecting ‘AXA Travel Insurance’ in the brand drop down.

Alternatively, you can call our claims team on 0330 678 3393.

Please remember to keep copies of all correspondence you send to us for your future reference.

Sometimes things can go wrong and if that happens you can make a complaint. We will endeavour to ensure that all complaints are fully investigated, resolved satisfactorily and in a timely manner.

To make a complaint please write to us and write ‘Complaint’ in the email heading or in your letter.

Please always give your full name and address, contact numbers, policy number and include any additional supporting information or documents.

For complaints related to the sale of the travel insurance please contact:

Telephone: 0330 678 3394

Email: AXAtravelinsurance@doainsurance.co.uk

Write to: AXA Travel Insurance, Olivers House Avenue North, Skyline 120 Business Park, Great Notley, Braintree, CM77 7AF

For complaints related to the handling of a claim or the travel insurance product please contact:

Telephone: 0330 678 3393

Email: claimcomplaints@axa-assistance.co.uk

Write to: Complaints Team, AXA Partners, The Quadrangle, 106-118 Station Road, Redhill, RH1 1PR

If you choose to travel against Foreign Commonwealth and Development Office (FCDO) advice, the policy will cover you for any insured losses that are not related to the specific reasons for the travel advice/restrictions. For example, if you travel against FCDO advice that is in place due to a volatile security situation, you will not be covered for any claims related to the volatile security situation. However, you will still be covered for any claims unrelated to the advice, such as breaking your arm.

If you want to make a change to your policy, please call 0330 678 3394.

You are free to cancel this policy at any time. If you wish to cancel, please use one of the following options: 
Telephone:
0330 678 3394
Email:
AXAtravelinsurance@doainsurance.co.uk
Write to:
AXA Travel Insurance, Olivers House Avenue North, Skyline 120 Business Park, Great Notley, Braintree, CM77 7AF

If you cancel within the first 14 days, you will receive a full refund, providing you have not travelled, and no claim has been made. 

If you cancel a Single Trip policy after the first 14 days of receipt of the documents, we will refund 65% of the premium paid, provided you have not travelled, and no claim has been made. 

If you cancel an Annual Multi-Trip policy after the first 14 days of receipt (or after the renewal date) we will refund a portion of the premium depending on the number of complete months remaining on your policy providing, you are not on a trip at the time the policy is cancelled, and no claim has been made since the policy was issued or renewed.

Please be aware once your policy has been cancelled, your cover will end, and you will not be able to make a claim. 

Your insurance premium is calculated based on multiple factors, such as destination, how long you are travelling, your age, pre-existing medical conditions, and more. 

These factors are used to determine your insurance premium, based on the answers you provide. It is important you answer all questions honestly and to the best of your knowledge, as any inaccurate information could result in a claim being declined or reduced.

If you have made a claim on the policy or need to make a claim because your trip dates have moved, then you would be unable to move the insurance. 

If there are no pending claims or intentions to make a claim, then you would need to call our policy servicing team on 0330 678 3394 to discuss moving the insurance dates.

If you are travelling after your renewal date, there will be no cover unless you have renewed your insurance.

Cancellation cover will continue until your expiry date if you decide not to renew.

If you are travelling after your renewal date, there will be no cover unless you have renewed your insurance.

Cancellation cover will continue until your expiry date if you decide not to renew.

If you have opted into auto renew:

You will receive a renewal invite 28 days before your renewal date. We would encourage you to check your cover, to make sure it is right for you, your details are correct and that the cover still meets your needs. You can do this by accessing your online account. 

Your policy will automatically renew at the end of the term without you needing to take any action, ensuring continuous coverage. However, if you choose to opt into this option, it's important to regularly review your policy to ensure it continues to meet your needs.

If you have not opted into auto renew:

You will receive a renewal invite 28 days before your renewal date. As you have not opted for auto renew, you will need to log into your online account and complete the renewal process yourself before your current policy expires or by calling our policy servicing team on 0330 678 3394.

If you have opted into auto renew:

If this policy no longer meets your needs, you can opt out of your renewal via your online account, or by calling our policy servicing team on 0330 678 3394.

If you have not opted into auto renew:

If you decide not to renew, simply do not complete the renewal process