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Travel Insurance complaints procedure

We aim to provide a first class service at all times. However, if you have a complaint, in order to get your complaint dealt with as quickly and efficiently as possible, please ensure your complaint is directed to the right organisation.

If your complaint is about your Policy or a claim on your Policy, the service you have received or a claim on your policy, please contact Axa Travel Insurance (Complaints Department):

By post: AXA Travel Insurance (Complaints Department), The Quadrangle, 106-118 Station Road,
Redhill, RH1 1PR, United Kingdom.
By email:
Or by calling: 01737 815227

If your complaint is about the sale of your Travel Insurance policy from American Express Insurance Services, please contact:

By post: American Express Insurance Executive Office, 1 John Street, Brighton, East Sussex,
BN88 1NH, United Kingdom
By email:
Or by calling: 01273 576109

We aim to deal with your complaint quickly and efficiently and endeavour to resolve your concerns within 24 hours. In the event this is not possible, your complaint will be referred to a member of our Executive Team who will investigate and respond to your concerns.

We will send confirmation in writing within 5 working days that we have received your complaint, and how long it will take to investigate the matter fully. The aim of this team is to resolve the matter within 4 weeks, however more complex issues may take longer. Should your complaint be one of the few not resolved within this time we will keep you informed of the progress and provide you with a final response within 8 weeks of your contact.

If for any reason your complaint is not resolved within 8 weeks, or you feel your complaint is not resolved to your satisfaction, you have the right to refer your case to the Financial Ombudsman Service for review.

The Financial Ombudsman Service is a free independent service set up by the Financial Conduct Authority to help you settle any dispute with companies regulated by them. Their contact details are:

Financial Ombudsman Service
Exchange Tower,
Harbour Exchange Square,
E14 9SR
Telephone: 0800 023 4567