Below is a summary of how to make a claim - please take time to read the full claim section in your Policy Booklet when you receive it.
Keep your policy details safe and take them with you when you go on holiday. You'll need your Policy Booklet if you have to make a claim.
Make sure you have your policy number with you when you phone.
If you purchased a policy on or after 29/07/2026
When you’re away
- For medical emergency, repatriation or cutting short your trip, please contact us at any time at +44 (0)330 123 3923.
When you’re back home
If you have costs you want to claim for, you can:
- make a claim online anytime at hub.esure.uk.axa.travel, or
- call 0330 123 1142. Monday to Friday, between 9am and 5pm.
- for gadget claims, call 0330 880 1760 or email [email protected] Monday to Friday, between 9am and 5pm, except on Bank Holidays.
Depending on which section of the policy you are claiming under you need to provide certain documents. Please see the Policy booklet.
If you purchased a policy before 29/07/2026
When you’re away
- For medical emergency, medical related expenses, repatriation and evacuation claims, please contact us at any time of the day or night:
- +44 (0) 1403 788 721 (if you are anywhere except the USA, Canada or Mexico)
- +1 844 780 0494 (if you are in the USA or Canada)
- +1 819 780 0494 (if you are in Mexico)
- If you're claiming compensation for theft, mugging, loss, damage in transit, travel delay or catastrophe, you must get a written report from the relevant authority. Please keep any receipts that will support your claim
- If you need to get home before the end of your holiday, contact us on the number shown above before you go home
When you're back home
- If you need to make a claim, please call:
- For all claims except under the “Gadget” or “Legal costs and expenses” sections: 01403 788 722
- For claims under the “Gadget” section: 0330 880 1760
- For claims under the “Legal costs and expenses“ section: 0117 934 0548
- For all claims, you'll need to provide your original booking invoice/receipt
- For any claim which is the result of accident, bodily injury or illness, you’ll also need to complete or obtain a medical certificate
Depending on which section of the policy you are claiming under you need to provide certain documents. Please see the Policy booklet.