Frequently asked questions

Yes, you can subscribe to our insurance. However, please note that some countries (such as those at war) are not eligible.

Yes, you can. You will be covered outside of your country of residence.

Yes. You can buy for up to 10 people with only one payment.

Yes. We will cover your trip on the same conditions.

No. The policy must cover the entire duration of your trip and must be purchased before your trip starts.

During subscription, you will be asked to provide the name, the birthday, the nationality and the country of residence of the insured.

Depending on your nationality, you may need one. Please check this page: Schengen visa

Schengen is a group of European countries listed on this page: Schengen countries.

Yes. We will need proof of the visa denial, and we will fully refund you.

You can do so before the start of your coverage by sending us an email through the contact form.

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.

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.

If you’re not in an emergency, you can handle your request faster online using our digital assistance tool, available 24/7. Once you fill in the required details, you’ll receive a case number right away and we’ll follow up assoon as possible.

You can now make an online claim using our our dedicated platform. 

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.

 Yes. Via the contact form. For medical emergencies, please dial the emergency number mentioned in your insurance certificate.

No. AXA Schengen covers countries of the Schengen Area (Basic) and the Schengen area, the EU and the U.K. (Essential, Premium and Annual).

Yes. AXA Schengen Essential, Premium and Annual cover the United Kingdom, the Schengen area and the other EU countries.

All our travel insurances meet the requirements of the Schengen Embassies. Please visit the Coverages Page to view the differences.

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

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.

To pay with iDeal:

1. Select iDeal as your payment method during the checkout process
2. You will be redirected to the iDeal page where you can select your Dutch bank
3. Log in to your online banking service and confirm the payment
4. 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.

To pay with Apple Pay:

1. Select Apple Pay as your payment method during the checkout process
2. On an Apple device (iPhone, iPad, Mac), you can confirm your payment via Touch ID, Face ID, or your passcode
3. On a non-Apple computer, you'll need to scan a QR code with your iPhone or iPad to complete the payment
4. 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.

To pay with Google Pay:

1. Select Google Pay as your payment method during the checkout process
2. If you're on a device where you're signed in to your Google account, you can directly select your registered card
3. On another device, you'll need to sign in to your Google account to access your payment methods
4. Confirm the payment by following the instructions
5. 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.

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.

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.

If your transaction fails:

1. Check that you have sufficient funds available
2. Make sure your payment method is properly configured and activated
3. Verify that your card is not expired and that the information entered is correct
4. Try refreshing the page and restarting the transaction
5. 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.

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.

Our website allows you to view prices in different currencies to help you understand the cost of your insurance:

1. In the top right corner of our site, you can select your preferred currency from several available options
2. Prices will then be displayed in this currency, with an indicative exchange rate
3. 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.

Yes, we accept Visa, MasterCard, and American Express from any country.

Yes, we accept MasterCard, Visa, and American Express. Choose your preferred payment method during checkout and follow the instructions.

No, we do not need your financial details. Our payment provider secures your transaction.

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.

Yes, a payment confirmation with your details is sent via email after purchase.

First, check your spam folder. If the documents are not there, contact us through the contact form.

No, only the name of the covered person appears on the certificate. The payer’s name is shown in the special conditions.

Contact us via the contact form.

Contact us via email before the coverage starts through the contact form.

The mandatory insurance certificate is sent immediately via email after payment. You just need to print it.

No. The documents are sent via email, and no paper version will be provided.