Making a Travel Insurance claim

To start your claims process you’ll need to provide a few details to Inter Partner Assistance (part of the AXA group), who underwrite your policy.

Need help in an emergency whilst you’re away?

If you need help in a medical emergency, you can call our emergency helpline which is open 24 hours a day, 7 days a week.

    Before you start your claim

    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 card provider.

    Contacting your provider first may speed up any refunds you are entitled to, or find out if there is another option available, such as changing dates.

      Need to make a Gadget Cover claim?

      Our claims teams are here to help you make a new claim or talk about an existing one.

      If you purchased or renewed your policy on or after 13 December
      Your appointed claims administrator is Taurus. Lines are open Monday to Friday, 9am to 5.30pm.

        You can also make a claim online or find out more about making a claim.

          If your policy was purchased before 13 December 2023
          Your appointed claims administrator is Citymain. Lines are open Monday to Saturday, 8am to 5.30pm.

            You can also make a claim online or find out more about making a claim.

              Have your documents ready

              AXA will ask you to provide digital copies of any documents that support your claim. These could include:

              • Original trip booking invoice or itinerary to confirm your travel details.
              • An email or letter from a transport provider/breakdown service confirming the incident which caused you to miss your departure.
              • Invoices or receipts for expenses incurred as a result of disruption to your travel plans.

              Please do not upload copies of your boarding passes as AXA cannot accept them as evidence.

                What happens after I start my claim?

                You’ll be given a claims reference number. We’ll be in contact with you if we need anything else or something changes you should know about.