We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 89 results
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Decision Reference DRN0701516
11 Apr 2014 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr L’s complaint is about AXA Insurance UK Plc’s rejection of his claim for medical expenses which he made under a travel insurance policy. backgroundMr L had private medical treatment part way through a six week trip abroad. He made a claim to AXA for reimbursement of the cost of the ... (2 pages)View decision -
Decision Reference DRN6552243
9 Jan 2014 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr and Mrs L have complained about the handling of their medical expenses claim under their travel insurance policy with AXA Insurance UK Plc, saying it caused Mrs L an exceptional amount of distress and suffering. our initial conclusionsThe adjudicator considered that AXA Insurance... (2 pages)View decision -
Decision Reference DRN6328403
30 Mar 2020 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr H1 and Mr H2 complain about how AXA Insurance UK Plc (‘AXA’) dealt with a claimunder their travel insurance policy when Mr H2 was injured abroad. Mr H2 says AXA delayedrepatriating him to the UK, as a result of which his health has been affected.All references to AXA include the agents ... (15 pages)View decision -
Decision Reference DRN0610412
17 Jun 2016 AXA PPP Healthcare Limited Not upheldInsurance (excluding PPI)Mr K complains about AXA PPP Healthcare Limited’s refusal to cover the cost of repatriating his daughter to the UK under a private medical insurance policy. backgroundThe policy provides some overseas assistance, and this includes emergency repatriation to the UK if medi... (2 pages)View decision -
Decision Reference DRN3133536
18 Jun 2015 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Ms W complains that AXA Insurance UK Plc’s offer to pay her £500 for its delay inrepatriating her to the UK under her travel insurance isn’t enough compensation.backgroundWhile abroad Ms W had to be admitted to hospital to be treated for a serious infection in al... (3 pages)View decision -
Decision Reference DRN-2044784
9 Sep 2020 AXA Insurance UK Plc Not upheldInsuranceDRN-2044784The complaintMs M and Mr T complain that AXA Insurance UK Plc acted unfairly and unreasonably when dealing with Ms M’s claim under a travel insurance policy. They want more compensation. What happenedMs M and Mr T had a travel insurance policy with AXA. They went on holiday, and... (3 pages)View decision -
Decision Reference DRN0197078
13 Feb 2018 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr C is unhappy that his travel insurance claim for medical expenses was declined by AXAInsurance UK Plc (“AXA”) .background Mr C was in France when his left knee went from under him. He was in severe pain and had knee replacement surgery in France. He made a claim under... (6 pages)View decision -
Decision Reference DRN-1972140
3 Sep 2020 AXA Insurance UK Plc UpheldInsuranceDRN-1972140The complaintMr and Mrs B complain that AXA Insurance UK Plc acted unfairly and unreasonably when arranging the upgrade of Mr B’s flight when Mrs B was repatriated home. They want compensation. What happenedMr and Mrs B had a travel insurance policy with AXA. Mrs B became unwell... (3 pages)View decision -
Decision Reference DRN6137952
30 Sep 2013 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr and Mrs J complain about AXA Insurance UK Plc’s handling of a repatriation claim they made under their travel insurance policy after Mrs J suffered a serious leg injury abroad. background Mr and Mrs J were on holiday in Europe. Unfortunately, Mrs J suffered a serious injury a... (2 pages)View decision -
Decision Reference DRN-4596444
1 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4596444 The complaint Mr P complains about the claim settlement AXA Insurance UK Plc made under his travel insurance policy. What happened Mr P was on holiday abroad, and he was due to fly back to the UK on 17 March 2020. He held an annual multi-trip travel insurance policy, provided b... (4 pages)View decision