Third time I’ve taken out their cover and luckily didn’t have to use it! They consistently come out near the top for value and cover. Great price for someone who has pre-existing medical conditions to... See more
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Review summary
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Reviews shaping this summary
Friendly,helpful service and very reasonable price. Never claimed so couldn't give top rating as not experienced what claims would be like but overall happy with company.
I called to update medical history- and spoke with Nikki (?spelling) She was incredibly helpful, professional, kind and understanding. Gave me lots of options. Have been with Southdownsinsurance fo... See more
It is now three years that I have been insured with them. I only ever had to put one claim through and have to say it was not handled well to start with. However, customer service and management inter... See more
Company details
Information provided by various external sources
Southdowns Insurance services Ltd is a General Insurance Intermediary located in West Sussex. We are licensed and regulated by the Financial Conduct Authority. Our authorisation allows us to arrange and assist in the administration of non-investment insurance contracts. You can check our entry on the FCA website at www.fca.org.uk. We currently provide sales and service support for an International General Insurance Intermediary but also offer our own products underwritten by within the AXA group. Our sales and service agents are experienced, knowledgeable and efficient, dedicating equal time and attention to service and query calls as they do to quotations and sales opportunities. We aim to provide a service that we can be proud of and one that we would wish to receive if calling or e-mailing into the office ourselves.
Contact info
77-79 High Street, BN44 3RE, Steyning
- 01903 255659
- jane.bason@southdownsinsurance.co.uk
- southdownsinsurance.co.uk
4.4
Excellent
6K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 2 weeks
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Happy returning customer
I’ve used this company for years now, for annual travel cover with medical conditions. I’ve thankfully never had to make a claim so I can’t comment on that process. I’ve always found prices extremely reasonable and the staff are professional and friendly when I’ve needed to call to make changes.
12 December 2025
Exceptional service
Needed emergency medical care while in the US - team were absolutely fantastic and sorted the payment before we had even been checked in! Couldn't rate them highly enough
2 December 2024
Easy to complete & nice & cheap prices
29 November 2025
Great service
Used this company over the past few years - competitive travel insurance, great customer service.
I've never needed to make a claim so far.
20 August 2025
Waste of time taking out a policy with…
Waste of time taking out a policy with them, I lost an earring down the side of a sofa. They said it’s not lost even though I can’t retrieve it and I know where it is. It took nearly 3 months for them to reach a decision, despite me chasing multiple times. It’s a technicality and very convenient that they don’t have to pay out. Don’t waste your money.
15 October 2025
Unprompted review
Reply from Southdownsinsurance
Dear Customer,
We are very sorry to learn of your experience and appreciate the time you have taken to provide your feedback.
Your feedback is very valuable to both Southdowns and AXA Partners and will be used to help improve our service and product to ensure we can continue to meet the high standard we strive to deliver.
If you feel that your claim has been assessed or declined incorrectly, please consider discussing your situation with the claims team.
If you have not registered a complaint and would like to discuss your concerns in further detail, please do use the below contact methods in order to speak with the relevant Complaints Team.
Email: claimcomplaints@axa-travel-insurance.com
Phone: 01737 815227
Once again, we thank you for sharing your feedback.
Kind Regards Southdowns/AXA Partners
Simple sign up process
Signed up through a third party. No issues it was quite straight forward.
24 November 2025
Shocking service
Shocking service. My partner and I went on holiday 11/10/25. He had a medical emergency and needed to use our insurance…
I’ve had to fork out £2000 of debt on credit cards and am STILL waiting (today being 21/11) for any confirmation or help.
The last email (sent on 13/11) I sent was about my concern of the lack of communication from them. Now (21/11) I’m still waiting for any response. Even after many following up emails.
I’ve called southdowns but they can’t help me, even when I provide them with the policy number, the date of purchase, my name, my address etc. they say that they cannot help because I don’t know my password. I have it in front of me. I’m clearly a PAYING customer and as far as I am concerned I may as well have flushed my £19.27 down the toilet.
DO NOT USE THIS COMPANY, UNLESS YOU WANT TO WASTE £20
21 November 2025
Unprompted review
Reply from Southdownsinsurance
Dear Customer,
We are very sorry to learn of your experience and appreciate the time you have taken to provide your feedback.
Your feedback is very valuable to both Southdowns and AXA Partners and will be used to help improve our service and product to ensure we can continue to meet the high standard we strive to deliver.
After checking, we can see that you have formally registered a complaint, please be assured your concerns will be investigated impartially within the formal complaints process provided by AXA Partners.
Email: claimcomplaints@axa-travel-insurance.com
Phone: 01737 815227
Once again, we thank you for sharing your feedback.
Kind Regards Southdowns/AXA Partners
Really good cover for price
Had to ring the company as online wasn't allowing my payment to go through. More to do with banking app than Southdown. Much easier speaking with them, lovely lady sorted out and arranged a really competitive policy with better cover than other quotes were providing
13 November 2025
Quick, easy website to navigate and great value
Easy website to navigate ensuring my wish to take out travel insurance was quick and straightforward. All details of the policy were listed clearly and the price was excellent compared with many other insurance providers, making for a great customer experience.
11 November 2025
very easy navigating the portal
It was very easy navigating the portal to renew my travel insurance
10 November 2025
Honestly I was nervous ringing up
Honestly I was nervous ringing up, but the person I spoke with was so helpful and it was much more straightforward than I imagined. Sorting out my name change has been problem after problem. Thank you for making one task just a little bit easier.
10 November 2025
Paid out, no issues, definitely recommended
Had to make a claim on my travel insurance for a hospital visit - I was expecting it to be long and tedious but it was actually really easy to call them to file the claim. I was missing one document they needed, again I was expecting the claim to be refused but alas they paid it in full. Really good service for an insurer. Definitely recommended.
1 September 2025
Unprompted review
Excellent lady to deal with and I was…
Excellent lady to deal with and I was very happy with the price she offered. Will look forward to dealing with this company and person again.
19 June 2025
Great service
I had to upgrade my cover on renewal to include a trip to the Carribean, but the loyalty discount is so good after one year - even with the upgrade it was cheaper than anything on the market. Customer services was great too. Really easy and good value - thanks!
7 November 2025
I dealt with a very lovely articulate…
I dealt with a very lovely articulate young person
7 November 2025
Didn't have to use it and slightly more…
Didn't have to use it and slightly more than I'd have liked but easy to set up.
14 August 2025
Southdowns & AXA Policy Shocking
Tried to claim after a flight was cancelled in Canada due to strike action. I have a multi trip policy but because so many clauses and caveats in the policy has resulted in them declining insurance claim. could only claim if it the flight to and from uk ? not any connecting flight during a multi city vacation. I'm now £2k out of pocket. policy isn't worth it. you need to be a legal expert to be able to verify if your potential future scenario may or may not be covered. Never buy AXA again
3 February 2025
Reply from Southdownsinsurance
Dear Customer,
We are very sorry to learn of your experience and appreciate the time you have taken to provide your feedback.
The regulator requires that in addition to providing a full policy contract, the underwriter creates a document called an Insurance Product Information Document (IPID). This document must be a maximum of 2 pages long and has prescribed sections of information.
Where a product includes cover for Missed Departure or Departure delay, the IPID specifically lists under ‘What is not insured’ main exclusions only – Missed connections.
Missed connections tend not to be a standard aspect of coverage within the market, therefore when establishing the suitability of a product, this would be an area to review specifically, should a trip that you intend to travel on involve multiple flights.
Where services are not provided as contracted by flight providers, refunds, or alternative flights should be provided to customers impacted by the airline or operator. Information may be available on the Civil Aviation Authority website. CAA.co.uk.
We are sorry that the cover on your policy has not met your expectations.
Kind Regards Southdowns/AXA Partners
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