TRAVEL EXISTING CUSTOMER
TRAVEL
EXISTING CUSTOMER

Manage your policy online

In our online portal, you can:

  • Make a claim
  • Update your personal details
  • View & download your policy documents
  • Retrieve your saved quote
Trustpilot
Travel Tip!

Are you a frequent traveller?

Ensure you allow plenty of time to arrange visas and check your passport is still valid.

Check the entry requirements section on the Government site for the country you want to travel to, as how much time you need on your passport depends on the country you’re visiting. Check out the FCDO website.

You may need to be vaccinated before you set off, you can find out if you need vaccinations from your GP or travel clinic. For more information on vaccines, click here.

Help for existing customers

If you have any further queries about your policy or want to know more, find all the details below or check out our FAQs section.

Most of the below can be found in your online customer portal.

Make a claim

Do you need to make a travel insurance claim? It's best to have all the information about what happened to hand before getting in touch, this includes:

  • Your personal details and policy number - you can get your policy number from from welcome document.
  • Details about your claim, for example the flight number and name of your airline (if it’s relevant).

Query about my policy

  • If you have any questions, we recommend that you check our comprehensive list of FAQs before calling us as you may be able to get the information you need more quickly.
  • If not, you can contact us through our Live chat.

Our opening hours are Monday to Friday, 9am to 5pm (excluding bank holidays).

Cancel your policy

If you need to cancel your travel insurance policy, please contact us through our Live chat or alternatively call us on the number below.

Please have the following information to hand:

  • Your personal details
  • Your policy number - you can get your policy number from welcome document.

Our opening hours are Monday to Friday, 9am to 5pm (excluding bank holidays).

Amend your existing policy

If you need to make a change to your policy including:

  • Adding winter sports cover
  • Changing or updating personal details
  • If your circumstances have changed
  • Adding friends or family to your policy
  • Changing the region you're travelling to

Our opening hours are Monday to Friday, 9am to 5pm (excluding bank holidays).

Renew your policy

You'll receive your renewal letter about three weeks before your policy is due to end. Please take the time to read through your renewal invite and before you renew please check the following

  • Your cover is suited to your travel plans for the next year
  • Your personal information and those of any other individuals on the policy.

Our opening hours are Monday to Friday, 9am to 5pm (excluding bank holidays).

Other useful links

Policy Wording

Insurance Product Information

Essential Information Demands & Needs

Online customer portal

Covid-19 cover explained

Email request form (policy documents)

FAQs

Contact us

Tips for travelling with pre-existing conditions
Tips for travelling with pre-existing conditions

  • See a doctor
    Before committing to any travel plans, you should speak to your doctor – they’ll be able to advise you on which destinations, activities or forms of travel are more suitable or recommended with your condition.
  • Don’t forget anything
    You should ensure you have more than enough medication to last your trip, as well as any documentation you might need – including a doctor’s letter, copies of your prescription, and details about your medication and health. You should also factor for any equipment like oxygen tanks or mobility/hearing aids.
  • Research your destination
    Once you’ve decided on where to go, you should research the local area so you know where to find the closest clinic, emergency room or pharmacy. You should also look up the region’s emergency numbers and the location of the British embassy, high commission, or consulate.
  • UK GHIC or UK EHIC aren't always enough

    The UK government still recommends that you have travel insurance in place as well.

    UK residents travelling in EU countries may be able to access medically necessary state-provided healthcare there for free or at a reduced cost. you'll need the new UK Global Health Insurance card (UK GHIC) or a European Health Insurance Card (UK EHIC).

    Remember, neither card covers any additional cost to return you to the UK or for a relative to stay or fly out to be with you. In a medical emergency you may have no control over the hospital you are taken to or the closest hospital may be private. But medical travel insurance may be able to cover some of the cost for you.

    You can find out more information about which card to apply for here.

Emergency medical assistance (Please remember to quote your name and policy number)
24-hour Help Line: +44(0) 203 829 6745

Axa claims helpline
0203 336 7443 or register a claim at global.eu.axa.travel

Claims helpline for policies purchased up to and including 07/07/2021
+44 (0)203 829 6761

Scheduled airline failure
+44 (0)345 266 1872

Gadget claims and complaints
0330 020 0123