‘Confused’ Axa use every excuse in the book to avoid my travel insurance claim

We flew home when an aunt was taken seriously ill, but Axa said she wasn’t a ‘close relative’

My wife and I flew to Austria for a week’s winter walking in February. We had to fly back to the UK on the advice of hospital staff, as my wife’s aunt had been taken seriously ill. My wife was her aunt’s official next of kin and unofficial carer. She died before we arrived home.

We contacted our travel insurance company, Axa, from Austria and were assured that we could make a claim. We sent the form and a medical report from the aunt’s GP and Axa informed us by phone that the claim had been approved.

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