We are Brits living in France and have AXA International cover, which includes recovery and transport if required. We came over to England to see our son. The clutch went on the ramp in the ferry. We were towed off in Newhaven. (DFDS were brilliant.) We had already alerted the insurer and were told a tow truck would meet us and recover the vehicle and to get back to them to firm up a hire car to take us onward. (We were going to Staffordshire) while our car was being fixed. The tow truck took the vehicle just after 3 pm. We went into the terminal with all our luggage. Despite many phone calls, we got no answers. So-called 24 hour numbers didn't respond. Mostly because we couldn't get them to answer the phone. We tried UK AXA and they then got us in touch with someone at the French end. She promised that she would find some kind of solution because we couldn't just be left stranded. (We didn't even have our own car to stay in.) She said she would definitely get back to us and never did. Close of business came and went. We struggled to find a hotel vacancy which we managed after a lot of trouble. Absolutely deplorable. Suppose I had been on my own and not with my husband? It doesn't bear thinking about.
Reviewed on: 18th May 2022
