This is a genuine review that I hope may be of help to others with AXA travel insurance ( partnered with Rock) issues I filed... This is a genuine review that I hope may be of help to others with AXA travel insurance ( partnered with Rock) issues I filed a claim with AXA insurance on the 10/09/23 for travel insurance. I had to cancel a TUI holiday due to covid.. The incident details and all the necessary documents were submitted promptly to the online claims portal to support my claim. AXA did not get back to me within the 10 working days as stated in their business aim. I then read reviews of AXA and was pretty alarmed and felt stupid for not looking beforehand. A further delay after a phone call and email exchange led to another delay after a promise to respond to the claim in 2 weeks. I sent a letter of complaint and eventually had a response to that on 1/11/23. I then had £75 compensation and promise to follow up with the insurer. I was just about to email again after a 10 working day gap when I was phoned in the evening to be informed the claim was agreed and I should receive the claim in a further 10 working days. I did, at the end of that period, get the claim money (23/11/23). So to be fair, although there were frustrating delays ( twice against promised response times) there was a settlement. The AXA insurer was Rock which underwrites for ‘travel insurance policies such as Jet2, Onthebeach, Travel Republic, Insurefor, Leisure Guard and Big Blue etc’. I hope for other complainants that Rock are simply slow and not delaying responses as a business practice. I have written this to say it was not as bad as the reviews led me to believe but also not a good service – it took a lot of nudging and then pushing. Two or maybe three stars out of 5 in the hope of encouraging them to be more responsive and repair their review status a bit. Read more Read less

Good budget option for holidays abroad

Terrible service, elderly person, I had a bad bad fall in hotel abroad…I am left in a wheelchair still, 6 months later and 3 operations!... Terrible service, elderly person, I had a bad bad fall in hotel abroad…I am left in a wheelchair still, 6 months later and 3 operations! Insurance just ignored me,worst company ever! Read more Read less

Worst ever insurance company do not buy any of their policies

I could give them zero I would. They are the worst insurance company ever please don’t use them. They took our money and when subsequently... I could give them zero I would. They are the worst insurance company ever please don’t use them. They took our money and when subsequently I had a medical problem that needed to be added they took weeks to respond each time and kept saying I should call them. Tried over several days but you are permanently on hold, one day I held for 45 minutes. I again wrote with same standard reply from them after weeks, in the end we went on holiday in the hope I was covered as I had told them in writing and also sent them hospital letter. We’ve been home over a week and received an email saying no I’m not covered and they can’t add the medical condition either, so basically I was uninsured after spending a lot of money. Keep away from them they are con artists Read more Read less

Not fit for purpose. Phone Lines are always too busy. I cancelled the travel insurance by writing within the stipulated 14 days cooling off period... Not fit for purpose. Phone Lines are always too busy. I cancelled the travel insurance by writing within the stipulated 14 days cooling off period and I keep getting emails back to contact Jet2 who have clearly stated that they cant cancel it and it is down to Rock Insurance to sort out. Received an email after 16 days from Rock Insurance advising that they can only refund 65% as I am out of the 14 days!!! Since then no refund and no response to my email. They need reporting to the regulatory bodies. Read more Read less

If I could have put no stars I seriously would have. You are passed from pillar to post. Complants don’t actually get dealt with ever.... If I could have put no stars I seriously would have. You are passed from pillar to post. Complants don’t actually get dealt with ever. No one calls you back. No one emails you. I was assured that if I used them again, as holiday changed due to Covid they couldn’t refund me however would give me 50 percent back if I renewed. I went for a higher insurance option on this basis and nothing back for nearly a year now. Chased every month. Nothing. I’ve never known such an awful company and would never use again. Please avoid I wish I had read reviews before using. Avoid. Nothing will ever get resolved if there is an issue. All nice to get you sucked in then after that horrific service. Harriet Butler Read more Read less

THEY DONT ANSWER THE PHONE - DONT REPLY TO EMAILS STAFF CLEARLY INCOMPETENT PURCHASE AT YOUR PERIL AVOID THESE INCOMPETENT DEADBEATS

Had to declare previous BC and hubby's high BP, but surcharge quite reasonable to include in cover.