Southdownsinsurance Avis 

very easy to arrange cover for my city break

Easy to use and self explanatory and good price

My experience has been shockingly poor from start to finish.

The most concerning issue was when their underwritten insurance company halved my claim settlement, closed my case, and issued payment without first asking me if I accepted the reduced amount and didn't even bother asking me to submit further evidence (which I have). I responded immediately to their email disputing the decision, but by the time they replied, the payment had already been made. Since then, communication has effectively stopped.

There were several other problems throughout the process, but this incident perfectly illustrates the lack of care, communication, and professionalism I encountered.

As someone with a finance background, I do not believe this matter has been handled unlawfully, and I will be referring it to the Financial Ombudsman Service for review in 14 working days.

This was the first insurance claim I have ever made, and it will certainly be the last policy I take out that is underwritten by AXA. I am also considering sharing my experience publicly on my TikTok channel so that others can make informed decisions before choosing their insurer.

Value for money company for Travel Insurance. I would have given 5 star if Policy Schedule had shown declared medical conditions in it so that the customer could check and make sure that all relevant medical conditions had been declared. I had to ring and confirm.

Excellent personalised service. Great price too.

Really happy with Southdowns so far. I compared quite a few travel insurance options and they offered really good cover at the best price, which made the decision easy.
Everything was straightforward to arrange and the whole process was quick and simple. I haven’t needed to make a claim, so I can’t comment on that side of things, but up to now I’ve been very pleased with the service and value for money.

Had to make changes to my policy. Super helpful and friendly clear steps on how to change and reasonable priced thanks

I tried to obtain some travel insurance through the online website, but when attempting to enter my responses to questions on the form, the system kept moving me back to the previous page.
I then called Southdowns directly by telephone. The customer service lady (Nikki), was courteous, helpful and professional. She processed my details very quickly and helped me obtain the right policy both regarding cost and individual requirements for my trip. Very good experience. My advice is to ring directly, it’s far better and easier.

We have been insured through Southdowns travel insurance for a number of years and luckily never had to claim.

Unfortunately, a member of our travelling party died, and we had to cancel our holiday. Southdowns, underwritten by AXA, have been most unhelpful in resolving our claim. Their communication is poor, their understanding of their own policy documents is so bad that at times I have had to explain it to them.

Our claim has been ongoing for several months, when other family members have long recieved their payout from other insurers.

I will be avoiding Southdowns/AXA in future.

Needed to change dates of insurance due to flight changes, called no long wait,uk customer service, Hayley waa very helpful , simple to do.
Insurance for holiday next year so can't comment on claims process.

Great customer experience for renewing policy. Cheaper policy after 1 year with same conditions! Recommended

Exceptionally competitive premium compared to the more well known companies in the travel insurance market.

Straight forward
Very good price

Booked a 5 day holiday to Scotland. Got insurance to cover cancellation mainly. Reasonable priced for what we wanted. All good. Also was one of the cheaper ones.

If I could Rate ZERO I would.
Very disappointing experience. I was an existing customer looking to renew my insurance and was completely open about a previous fractured foot. The insurer then asked whether I could guarantee that I would not need physiotherapy in the future. As nobody can accurately predict future medical treatment, I answered honestly and said I could not.

Because of that answer, they refused to insure me. It feels unreasonable to expect customers to predict future healthcare requirements, and it appears that being honest worked against me. I would have expected a more balanced and sensible approach from an insurer. Based on my experience, I would not recommend them, as you will need a crystal ball to state that you will not require any Drs, Hospital, Physio, Medical or investigation in the future ! Who would ever say this is the case. No on knows what the future holds

Website easy to navigate, good level of cover, premium sensible, Provide all the cover all that I wanted.

I have been renewing my policy yearly with Southdowninsurance for the pass 6 years. I have a longterm disability. I have found them to be reasonably priced and very professional in their communications with me.
I would recommend and will continue to use. 100%
Thanks
Abbey Palmer

Easy to use the website. Information is clear.

I renewed my annual policy by phone having shopped around they were the best price and could cater for my existing conditions. Customer service was extremely helpful and patient. Really happy with the support received.

The site is very clear and asks the right questions.