General enquiry or feedback

We and our partners aim to provide the highest standard of service to every customer, so we're sorry to hear that your expectations were not met during the process of making or managing a claim.

As all Southdowns Travel Insurance claims are handled by AXA Insurance, the AXA Assistance team will need to receive and review the details of your complaint.

Complaint contact details for AXA Assistance

You can contact the AXA Assistance team by:

1. Email at claimcomplaints@axa-travel-insurance.com
2. Phone on 01737 815 227

3. Post to:

   AXA Travel Insurance
   Head of Customer Care
   The Quadrangle
   106-118 Station Road
   Redhill
   Surrey
   RH1 1PR
   United Kingdom

What to provide when making your complaint

To help the AXA Assistance team investigate your complaint quickly and thoroughly, please be sure to provide:

• Your AXA claim number (if applicable)
• Your Southdowns policy number
• Your full name, email address, phone number and postal address
• Details of your experience and the reason you would like to make a complaint
• Copies of supporting material (if applicable)

Beyond AXA

If you remain dissatisfied following the final written response you receive, you may be eligible to refer your case to the Financial Ombudsman Service (FOS).

The FOS is an independent body that arbitrates on complaints about general insurance products. You have 6 months from the date of the final written response you receive to refer your complaint to the FOS, and doing so does not affect your right to take legal action.

You can contact the FOS by:

1. Email at complaint.info@financial-ombudsman.org.uk
2. Phone on 0800 023 4567

3. Post to:

   The Financial Ombudsman Service
   Exchange Tower
   Harbour Exchange Square
   London
   E14 9SR