Website Terms of Use

The following section sets out the conditions relating to your use of the website content under the domain name and other associated URLs (the "Site") and to any correspondence by email between us and you. By using this Site you automatically agree to these terms and conditions of use. If you do not accept these terms and conditions in full, you should leave the Site immediately. You should also read our privacy policy which outlines how personal information you provide to us will be used. 

We may amend these terms and conditions from time to time without notice. You should, therefore, check this web page regularly for updated terms and conditions because they are binding on you. Additional terms and conditions will apply to certain products and services offered on this Site. We will draw your attention to these whenever you browse, apply for and/or purchase any of these products or services. These additional terms and conditions will override any conflicting term in these terms and conditions.

AXA Group

The Site is operated by Axa  ("ABTA Travel Insurance") which is a part of AXA Group. In these terms and conditions, "our", "we", and "us" refer to 

AXA Insurance Registered office: 

ABTA Ltd is an Appointed Representative of Inter Partner Assistance S.A. UK Branch. Inter Partner Assistance UK Branch is a Branch of Inter Partner Assistance S.A. Inter Partner Assistance

S.A. (Financial Conduct Authority registration number 202664) is a Belgian firm authorised by the National Bank of Belgium under number 0487, with a registered head office at 166 Avenue

LouiseLouise, 1050 Brussels. Deemed authorised by the Prudential Regulation Authority. Subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation

Details of the Temporary Permissions Regime, which allows EEA-based firms to operate in the UK for a limited period while seeking full authorisation, are available on the Financial

Conduct Authority’s website. Inter Partner Assistance S.A. is registered in England with its registered address at 106-118 Station Road, Redhill, RH1 1PR (UK branch registration number:

BR000947). Inter Partner Assistance S.A. has a share capital of EUR 130,702,613. Inter Partner Assistance S.A. is part of the AXA Group.

Should the company be unable to meet all its liabilities to policyholders, compensation may be available. Information can be obtained by visiting the Financial Services Compensation Scheme website at

Ownership of Material

All copyright, designs, graphical and text arrangements, logos, trademarks, database rights and any other intellectual property rights in all material on the Site are owned by AXA Insurance UK plc or its licensors. You may only use the material on the Site in accordance with the limited licence stated in our copyright notice.

Use of Site

The Site is intended for your personal non-commercial use only. Interference or entry to the Site with intent to corrupt, damage or deny service from the Site or for commercial benefit is taken seriously and we will take any action necessary to protect the Site from such activities. You acknowledge that damages may not be an adequate remedy for any infringement and that we are entitled to the remedies of injunction, specific performance, an order to deliver up materials which infringe our intellectual property rights and any other statutory or equitable relief and that no proof of special damages is necessary for reliance on such remedies.

Terms and Conditions of Our Products and Services

The Site content does not constitute an offer by us to sell products and services to everyone who wishes to purchase. You should be aware that we retain the right to accept or reject any request to buy the products or services, and any purchase will be subject to the terms and conditions of that product or service. 

The information and descriptions on the Site may not represent full or total descriptions of all terms and conditions relating to our products and services. Complete details will always be included in your schedule of cover, policy documents and/or conditions of purchase. 

It is your responsibility to ensure that the details you give to us while using this Site are accurate. Also you must make certain that you have sufficient funds to cover the cost of any product or service you purchase.

Availability of Site

We have taken great care in preparing this Site. However, technical matters may arise that are beyond our control. Therefore, we cannot guarantee you uninterrupted or error free access to the Site at all times, that defects will be remedied, or that the Site, or the server that makes the Site available, are virus free. Occasionally access may be suspended or restricted to enable us to repair, maintain or update the Site.

Complaints Procedure

AXA Group aims to provide the highest standard of service to every customer. 
If our service does not meet your expectations, we want to hear about it so we can try to put things right. 

All complaints we receive are taken seriously. The following will help us understand your concerns and give you a fair response.

Making your complaint

If your complaint relates to a claim on your policy, please contact the department dealing with your claim. 

If your complaint relates to your policy, please call us on 0203 093 0767

When you make contact please provide the following information:

  • Your name, address and postcode, telephone number and e-mail address (if you have one).
  • Your policy and/or claim number, and the type of policy you hold.
  • The name of your insurance agent/firm (if applicable).
  • The reason for your complaint

Any written correspondence should be headed ‘COMPLAINT’ and you may include copies of supporting material

Beyond AXA

Should you remain dissatisfied following our final written response, you maybe 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 six months from the date of our final response to refer your complaint to the FOS. This does not affect your right to take legal action.

If we cannot resolve your complaint you may refer it to the Financial Ombudsman Service at the address given below.

The Financial Ombudsman Service 
South Quay Plaza
183 Marsh Wall 
E14 9SR 

Tel: 0300 123 9123 or 0800 023 4567 
Fax: 020 7964 1001

Our promise to you

We will:

  • Acknowledge all complaints promptly. 
  • Investigate quickly and thoroughly.
  • Keep you informed of progress. 
  • Do everything possible to resolve your complaint.
  • Use the information from complaints to continuously improve our service.

We may record or monitor telephone calls.

External Links

We provide links to third party websites for your assistance and convenience. When activated, these links take you out of this Site. We cannot take responsibility for or endorse the content or availability of any third party websites and we are not liable for any loss or damage that you may suffer by using them.

Certain links on the Site will lead you to websites that are under the control of other companies within the AXA Group. Please be aware that these sites are operated on a local basis and may be subject to local laws and/or regulation. These sites will have their own terms and conditions of use and privacy statements which you should consult.

Site Access and Password Usage

This Site is intended for use by GB residents only. Applications for products or services from non-GB residents will, unless otherwise stated, not be accepted. 

In some areas on the Site you will be given the opportunity to register with us. It is your responsibility to maintain the confidentiality of your details and your password and to restrict access to your computer to prevent unauthorised access to your account. You must inform us immediately if you have reason to believe that your password is being used in an unauthorised manner.

Credit Card Transactions

To reduce credit card fraud and to ensure that any payments or refunds can be paid to you, we keep your credit/debit card details for the duration of your policy.


It is our aim to correct errors and omissions as soon as possible. However, on occasion there may be an error in the price or type of product or service shown. In such an event we reserve the right to cancel any contract we may have entered into with you. Of course, this will be without any liability to you and a refund will be offered.

Every effort is taken to ensure the Site is accurate and up to date. However all warranties (whether express or implied) and all liability to you in respect of the Site, its content and your use of the same, are excluded to the fullest extent permitted by law. 

This disclaimer does not affect your statutory rights in respect of any products or services that you purchase from this Site.

If any provision in these terms and conditions shall be found by any court or administrative body of competent jurisdiction to be invalid or unenforceable for any reason, such provision shall be deemed deleted and will not affect the validity or enforceability of the remaining provisions.


If you live in England and Wales, these conditions of use will be governed by English law and the Courts of England and Wales will have exclusive jurisdiction to intermediate on any dispute between us.

If you live in Scotland, these conditions of use will be governed by Scottish law and the Courts of Scotland will have exclusive jurisdiction to intermediate on any dispute between us.

Copyright and Intellectual Property Rights

The owner of this site is AXA Insurance UK plc. The copyright and other intellectual property rights in this site are owned by AXA Insurance or by a third party that has given us permission to use them.

Printing, Copying and Saving

You may print or copy for your own personal use any part of this site, but otherwise you are not allowed to copy or print either parts or all of this site.