Travel insurance claim - how long should it take?

marks87

Result!

I've just a phone call from Axa Customer Relations and the lady was most apologetic for the way in which the claim was handled. I think the word she used was "disgraceful".

She's waived the requirement for me to send "cancellation invoices" and sent the claim for authorisation immediately. I'll also be paid £100 in compensation (gold star to PeacefulWaters for calling it!).

She also agreed that the wording on the original "please send us the following..." email is ambiguous, and while obvious to them as a travel insurance company, is not obvious to ordinary customers like thee and me. She also agreed that some airlines might not even understand the concept of a "cancellation invoice" - hence the reason I wasn't able to get one.

I didn't actually renew my insurance with Amex because I now get it as part of my bank account - except it turns out that's arranged through Axa as well! Oh well...

Vicky_merry

I have recently, well I say recently but in face I claimed on my insurance in October as I was unwell to go and it’s still going on now, after lots of back and forth and them sending wrong form they finally emailed me on 19th December with an agreed payout that was stated to be paid into my bank within 3-5 working days but it didn’t, after several ignored emails and phone enquiries, 16 days later they email me asking to complete a consent form for my doctor, surely once an agreed payout has been established with a payout timeframe they cannot make me wait a week or so past the payout day to then tell me I need to complete a consent form for my doctor which will take at least a couple of months?! What’s your thoughts?

Lmjones63

Hi Vicky have you had a result yet? I ask because my husband and I have recently had to cancel our holiday due to illness and have submitted our claim for a refund however had read some pretty alarming reviews about the claim company they use. I am wondering if it’s possibly the same one you are using. Ours is TIF Group.