FAQs

Before you make a new claim, contact your travel provider or tour operator first to discuss what options are available to you. 
If your package provider or airline has cancelled your trip you can claim a full cash refund from them. You don’t need to accept a voucher for a future booking. If you do accept a voucher, the booking date of the trip will be the date you use the voucher. 
If there is a legal obligation for the package provider or airline to offer a refund and they refuse, your debit or credit card provider may be able to assist.  
If they can't resolve your request, you can make a claim on your policy quickly by calling us on 0330 128 0958*.
While we're answering as many calls as possible, as well as looking after our employees' well-being, you may wait longer than usual at this uncertain time.
*Lines open: Monday-Friday 8am to 6pm and Saturday 9am to 5pm, Sundays and bank holidays closed.
If your child falls ill whilst you are away you can contact our emergency medical telephone number 24 hours a day. They can help to support and advise you on next steps and ensure you child is well looked after. Of course, if it is a medical emergency, call an ambulance straight away.
Family cover is where you have at least one child travelling under the insurance.
Our travel insurance allows you to let us know about any medical conditions online when getting a quote. Simply click yes to pre-existing medical conditions and you will be asked information about the condition. It’s all available online- without the need to make a phone call.
Banana boating is included within the standard policy and no upgrade is needed for this. Please check your policy booklet for full details.
If you are travelling to countries within the European Union (EU), the European Economic Area (EEA) or Switzerland you are strongly advised to obtain a European Health Insurance Card (EHIC). You can apply for an EHIC either online at www.ehic.org.uk or by telephoning 0300 330 1350. This will entitle you to benefit from the health care arrangements which exist between countries within the EU/EEA or Switzerland. Be careful of other website that will often try and charge you for an EHIC card.

An EHIC will not cover treatment in private clinics nor will it cover the cost of getting you home. An air ambulance from Europe to the UK could cost in excess of £25,000.
Yes. You will only have one policy number which will cover you all.
You can download your documents after purchasing your policy. The documents are all available online via a login so you can return to at any point. You can print them or keep them on your phone in the event of a claim.
Each traveller needs to have their own European Health Insurance Card (EHIC) Card. If you are travelling to countries within the European Union (EU), the European Economic Area (EEA) or Switzerland you are strongly advised to obtain a (EHIC). You can apply for an EHIC either online at www.ehic.org.uk or by telephoning 0300 330 1350. This will entitle you to benefit from the health care arrangements which exist between countries within the EU/EEA or Switzerland. Be careful of other website that will often try and charge you for an EHIC card.

An EHIC will not cover treatment in private clinics nor will it cover the cost of getting you home. An air ambulance from Europe to the UK could cost in excess of £25,000.
Trekking/walking /hiking up to 2,500 metres above sea level is covered under the standard policy for no extra charge. Please check your policy booklet for full information.
If someone in the party falls ill whilst you are on your trip, you can contact us 24 hours a day on our emergency medical helpline. Of course if it’s a medical emergency, call an ambulance.
If one of you falls ill during your holiday, you can contact us 24 hours a day on our emergency medical helpline. Of course if it’s a medical emergency, call an ambulance.
Each traveller needs to have their own European Health Insurance Card (EHIC) Card. If you are travelling to countries within the European Union (EU), the European Economic Area (EEA) or Switzerland you are strongly advised to obtain a (EHIC). You can apply for an EHIC either online at www.ehic.org.uk or by telephoning 0300 330 1350. This will entitle you to benefit from the health care arrangements which exist between countries within the EU/EEA or Switzerland. Be careful of other website that will often try and charge you for an EHIC card.

An EHIC will not cover treatment in private clinics nor will it cover the cost of getting you home. An air ambulance from Europe to the UK could cost in excess of £25,000.
Yes. You will only have one policy number which will cover you both.
If you are travelling to countries within the European Union (EU), the European Economic Area (EEA) or Switzerland you are strongly advised to obtain a (EHIC). You can apply for an EHIC either online at www.ehic.org.uk or by telephoning 0300 330 1350. This will entitle you to benefit from the health care arrangements which exist between countries within the EU/EEA or Switzerland. Be careful of other website that will often try and charge you for an EHIC card.

An EHIC will not cover treatment in private clinics nor will it cover the cost of getting you home. An air ambulance from Europe to the UK could cost in excess of £25,000.
A safari is covered under the standard policy for no extra charge. Please check your policy booklet for full information.
Don’t worry- you can contact us 24 hours a day on our emergency medical helpline. Of course if it’s a medical emergency, call an ambulance. As part of our policy, if you are required to stay in hospital for an extended period of time, we can arrange for a family member to be flown out to be with you.
By choosing AXA, you can rely on us to arrange your medical treatment for you. Our emergency medical team will organise the care you need, including air ambulances and doctor escorts where necessary.
You will be covered for reasonable additional accommodation and travel costs, up to the limit in your policy, that you had to pay in order to reach your destination or return to the United Kingdom, if you fail to board the public transport on which you are booked to travel as a result of:

  • the failure of other public transport or
  • an accident to or breakdown of the vehicle in which you are travelling or
  • an accident or breakdown happening ahead of you on a public road which causes an unexpected delay to the vehicle in which you are travelling or
  • strike, industrial action or adverse weather conditions
Please refer to the policy booklet for the full terms and conditions.
For single trip travel insurance your cancellation cover starts from the date we issue the policy – when you receive your reference 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.
Unlike some other insurers, we do not require you to tell us about changes to your health during your period of insurance as detailed on your schedule.  However, you should consult your doctor before your trip to confirm you are able to travel.  If you have your doctor’s permission, you’ll be covered by us.

When you renew your policy or arrange a new quote, you must tell us about any changes in your health.  Our advanced medical screening makes it easy to do this online or by phone.  

You should also ensure you are taking any medication as recommended or prescribed, you aren’t travelling against the public transport providers stipulations and you aren’t travelling to obtain treatment, surgery or investigations.  
No single trip may last longer than 31 nights with AXA’s annual multi-trip policy. If you choose winter sports cover, you can take a winter sports trip for up to 31 nights at a time.
If you’re buying travel insurance for Europe, AXA will also cover you in some non-European countries with a Mediterranean coastline.

The countries we define as Europe are:

Albania; Andorra; Austria; Belarus; Belgium; Bosnia and Herzegovina; Bulgaria; Canary Islands; Channel Islands; Corfu; Corsica; Crete; Croatia; Cyprus; Czech Republic; Denmark; Estonia; Finland; France; Fuerteventura; Germany; Gibraltar; Gozo; Gran Canaria; Greece; Hungary; Ibiza; Iceland; Irish Republic; Italy; Kos; Lanzarote; Latvia; Liechtenstein; Lithuania; Luxembourg; Macedonia; Madeira; Majorca; Malta; Menorca; Moldova; Monaco; Montenegro; Netherlands; Norway; Poland; Portugal; Rhodes; Romania; Russia (West of Ural Mountains); San Marino; Sardinia; Serbia; Sicily; Slovakia; Slovenia; Spain; Sweden; Switzerland; Tenerife; Ukraine; Vatican City.

Contact us

TRAVEL INSURANCE CUSTOMER SERVICE

0203 093 0767

Lines open: Monday to  Saturday 9am to 5pm.  You can also email us or write to:

ABTA Travel Insurance,  Britannia House, 3-5 Rushmills Business Park, Bedford Road, Northampton NN4 7YB


For anything ABTA NON TRAVEL INSURANCE RELATED please call 
0203 117 5599

If you purchased your Travel Insurance before 22nd March 2022 please call 0330 128 0957

EMERGENCY MEDICAL AND REPATRIATION ASSISTANCE LINE

0203 093 0768

Lines open: 24/7. Call charges from outside the UK may vary.

If you purchased your Travel Insurance policy before 22nd March 2022 please call 01473 356370

TRAVEL INSURANCE CLAIMS 

0203 093 0768

Lines open: Monday to Friday 8am to 6pm & Saturday 9am to 5pm

If you purchased your Travel Insurance policy before 22nd March 2022 please call 0330 128 0958

SALES COMPLAINTS

0203 093 0767

Lines open: Monday to Friday 9am to 5pm

CLAIMS COMPLAINTS

0203 093 0768

Lines open: Monday to Friday 9am to 5pm

ASSISTANCE COMPLAINTS

0203 093 0768

Lines open: 24/7


Calls on all lines may be recorded for training and monitoring purposes.