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Carl Boynton

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Review of the AXA, Travel Insurance:

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Our family curtailment mishandled

I submitted a curtailment claim to AXA Travel Insurance on 6th August 2025 for £7,499.66, covering myself, my wife, and our two children after the sudden passing of my father. On 3rd October, I received a settlement letter for just £2,405.94 a shortfall of over £5,000. The AXA online portal, however, still shows the claim as “Settled” with a value of £7,416.77. I am unsure where this figure has come from, as my original claim was for £7,499.66. AXA have provided no explanation for these discrepancies. The lack of clarity has left me to reasonably conclude that AXA may have treated the claim as if it only applied to my share of the holiday, despite the Policy Schedule clearly listing four insured travellers. However, without an explanation from AXA, this remains unclear. Throughout this process, I have also been given contradictory information on the phone at one point told my claim had been rejected as the person dealing with my claim inputted the wrong amount and another that the offer would be “around £2,000.” The complaints team themselves told me I should never have been given the £2,000 figure, as the claim had not been settled. On another call, when I rang the claims team for an update, I was told they could not answer my questions because the complaints team were now dealing with it, and I would need to speak to them directly. This has been a very distressing and poorly handled experience at an already difficult time. Reviewed on: 4th October 2025

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