Frequently asked questions
Ex : How to get an insurance quote?
The person insured
Can I subscribe to your insurance, regardless of my nationality or country?
Yes, you can subscribe to our insurance. However, please note that some countries (such as those at war) are not eligible.
I live in a European country. Can I subscribe?
Yes, you can. You will be covered outside of your country of residence.
I want to buy for a family or a group of people. Can I do so?
Yes. You can buy for up to 10 people with only one payment.
I don't need visa to enter the Schengen Area. Can I still subscribe?
Yes. We will cover your trip on the same conditions.
Can I subscribe to this insurance once I have arrived at my destination?
No. The policy must cover the entire duration of your trip and must be purchased before your trip starts.
I want to subscribe for someone else. What information is needed to set up the travel insurance?
During subscription, you will be asked to provide the name, the birthday, the nationality and the country of residence of the insured.
Schengen Visa
Do I need a visa?
Depending on your nationality, you may need one. Please check this page: Schengen visa
What is the Schengen Area?
Schengen is a group of European countries listed on this page: Schengen countries.
My visa was denied. Can I get a refund?
Yes. We will need proof of the visa denial, and we will fully refund you.
Coverage and claim
Does AXA’s Schengen insurance cover medical fees related to COVID-19?
- We cover your medical fees related to the coronavirus as long as you have respected medical advice and the travel recommendations provided by the World Health Organisation or any other similar organization from your country of residence or from the country you are traveling to.
- We will cover these fees only if they are related to a medical incident as defined in the applicable general conditions. No cover is provided for the tests made compulsory by a national or international authority to be able to leave or go to a territory.
How can I change the dates of my insurance?
You can do so before the start of your coverage by sending us an email through the contact form.
I have purchased the Low Cost insurance plan. How can I upgrade to Europe Travel or Multi-Trip?
Please subscribe to the desired insurance plan again, then email us with your request to cancel and refund the previous policy. Make sure to send your request before the policy start date.
I have a medical issue, what should I do?
In case of a medical emergency, please contact us as soon as possible on the phone number mentioned on your insurance certificate. Alternatively, you can use the medical teleconsultation service with the credentials provided in your insurance certificate.
How do I file a claim online?
You can now make an online claim using our our dedicated platform.
What is a pre-existing condition?
Pre-existing condition is any sickness, disease or other medical condition of the Insured Person which requires medical treatment and which was know by the insured person and diagnosed before purchase of AXA Schengen travel insurance.
Can I contact you?
Yes. Via the contact form. For medical emergencies, please dial the emergency number mentioned in your insurance certificate.
Do you cover the “European part” of Turkey?
No. AXA Schengen covers countries of the Schengen Area (Low Cost) and the Schengen area, the EU and the U.K. (Europe Travel and Multi Trip).
Do you cover the United Kingdom?
Yes. AXA Schengen Europe Travel and Multi Trip cover the United Kingdom, the Schengen area and the other EU countries.
What coverage should I choose?
All our travel insurances meet the requirements of the Schengen Embassies. Please visit the Coverages Page to view the differences.
Does AXA Schengen Low Cost insurance cover all Schengen countries?
Yes it covers all countries in the Schengen area as well as Switzerland and Lichtenstein, San Marino, the Principalities of Andorra and Monaco and Vatican City
Payment
What payment methods are accepted?
We accept the following payment methods:
- Credit/debit cards: Visa, Mastercard, American Express
- PayPal
- iDeal (for Dutch customers)
- Apple Pay
- Google Pay
All these payment methods are secure and do not generate any additional fees.
How can I pay with iDeal (only for Dutch customers)?
To pay with iDeal:
- Select iDeal as your payment method during the checkout process
- You will be redirected to the iDeal page where you can select your Dutch bank
- Log in to your online banking service and confirm the payment
- Once the payment is complete, you will be automatically redirected to our site and receive your insurance certificate by email
iDeal is only available for customers with a bank account in the Netherlands.
How can I pay with Apple Pay?
To pay with Apple Pay:
- Select Apple Pay as your payment method during the checkout process
- On an Apple device (iPhone, iPad, Mac), you can confirm your payment via Touch ID, Face ID, or your passcode
- On a non-Apple computer, you'll need to scan a QR code with your iPhone or iPad to complete the payment
- 4. Once the payment is complete, you will receive your insurance certificate by email
To use Apple Pay, you must have set up Apple Pay on your Apple device beforehand.
How can I pay with Google Pay?
To pay with Google Pay:
- Select Google Pay as your payment method during the checkout process
- If you're on a device where you're signed in to your Google account, you can directly select your registered card
- On another device, you'll need to sign in to your Google account to access your payment methods
- Confirm the payment by following the instructions
- Once the payment is complete, you will receive your insurance certificate by email
To use Google Pay, you must have set up Google Pay with at least one payment card beforehand.
Are there any additional fees for using different payment methods?
No, there are no additional fees on our side for using any of our payment methods (credit/debit cards, PayPal, iDeal, Apple Pay, or Google Pay). The price you see during the purchase process is the final amount we will charge you.
However, please note that all our payments are processed in euros (€). If your bank account is in another currency, your bank may apply exchange fees according to their own policies. These fees are determined by your bank, not by AXA Schengen.
Are payments through the different payment methods secure?
Yes, all our payment methods use state-of-the-art security technologies:
- Card payments are protected by the 3D Secure protocol
- PayPal uses its own transaction security system
- iDeal uses your Dutch bank's security systems
- Apple Pay uses a tokenization system that never shares your actual card number with merchants
- Google Pay encrypts your payment information and also uses tokenization to secure your transactions
All our transactions are processed through a secure payment gateway to ensure the protection of your financial data.
What should I do if my transaction fails, regardless of the payment method used?
If your transaction fails:
- Check that you have sufficient funds available
- Make sure your payment method is properly configured and activated
- Verify that your card is not expired and that the information entered is correct
- Try refreshing the page and restarting the transaction
- If possible, try using another payment method
If you continue to experience difficulties, contact our customer service who will guide you to complete your purchase.
In which currencies can I pay with the different payment methods?
All our prices are displayed in euros (€), and all payments, regardless of the method used (credit/debit card, PayPal, iDeal, Apple Pay, or Google Pay), are processed in euros. If your bank account is in another currency, your bank will automatically apply the exchange rate in effect at the time of the transaction.
How can I see the price in my local currency?
Our website allows you to view prices in different currencies to help you understand the cost of your insurance:
- In the top right corner of our site, you can select your preferred currency from several available options
- Prices will then be displayed in this currency, with an indicative exchange rate
- You will be able to see the converted amounts throughout the purchase process
Please note that this feature is for informational purposes only. Although prices are displayed in your local currency, the final payment will always be processed in euros. The actual exchange rate will be the one applied by your bank or payment provider at the time of the transaction.
Do you accept credit cards issued in dollars?
Yes, we accept Visa, MasterCard, and American Express from any country.
Can I pay with MasterCard, and how?
Yes, we accept MasterCard, Visa, and American Express. Choose your preferred payment method during checkout and follow the instructions.
Do you need any information besides my credit card details for payment?
No, we do not need your financial details. Our payment provider secures your transaction.
How long will it take to get a refund for a canceled insurance policy?
Our payment provider processes requests within 24 hours. Depending on the bank and the cardholder’s country, it may take a few days to several weeks.
Do you provide an invoice after purchase?
Yes, a payment confirmation with your details is sent via email after purchase.
Insurance certificate and documents
I didn’t receive my documents. What should I do?
First, check your spam folder. If the documents are not there, contact us through the contact form.
Does the name of the insured person (payer) appear on the insurance certificate?
No, only the name of the covered person appears on the certificate. The payer’s name is shown in the special conditions.
How can I get my documents in another language?
Contact us via the contact form.
How can I change information on my documents?
Contact us via email before the coverage starts through the contact form.
How is the insurance certificate sent?
The mandatory insurance certificate is sent immediately via email after payment. You just need to print it.
Will the insurance documents be sent by post?
No. The documents are sent via email, and no paper version will be provided.