AXA Connect

Once a travel insurance claim has been made

Keeping you updated

We will keep you and/or the policyholder updated on the progress on the claim.

This can be done in a number of different ways:

  • We will keep you updated on progress by pro-actively contacting you by telephone with any important developments
  • We will update the policyholder through their preferred method of contact - by post or by email
  • We are able to send the policyholder relevant SMS message updates throughout the claim

How we settle claims

If you are admitted to a hospital/clinic while abroad, our assistance team will arrange for medical expenses, covered by the policy, to be paid direct to the hospital/clinic. To take advantage of this benefit someone must contact the assistance team for you as soon as possible. Private medical treatment is not covered unless authorised specifically by the assistance team.

For all non-emergency medical assistance claims we will settle the expenses directly to the claimant.


Our aim is to give you the highest standard of customer service, so we take any complaint seriously. If you are not happy with any aspect of our service please contact the claims team.