Policy Handbook Travel Smart - Travel Insurance - AXA Gulf
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Travel Insurance Policy Handbook Travel Smart
Table of contents
1. Welcome to AXA Insurance 1
2. Your Policy Cover Summary 2
3. Important Information 3
4. Definitions 5
5. Important conditions relating to health 8
6. What to do in an event of a claim 9
7. Covers 11
Chapter A Emergency Medical Expenses 11
Chapter B Emergency Dental Care 11
Chapter C Emergency Medical Transportation 11
Chapter D Repatriation of Other Insured Persons 12
Chapter E Repatriation of Mortal Remains 12
Chapter F Premature Return Following Death 12
of Close Relative
Chapter G Visit of Close Relative 12
Chapter H First Aid and/or Rescue 12
Chapter I Personal Liability 13
Chapter J Legal Assistance in Case of Redress 14
Chapter K Advance of Bail Bond 14
Chapter L Cancellation or Curtailment 15
Chapter M Delayed Departure 16
Chapter N Delayed Baggage 16
Chapter O Personal Baggage and Personal Money 17
Chapter P Loss of Passport 18
Chapter Q Personal Accident Benefits 19
Chapter R Terrorism Extension (Optional) 19
8. General Extensions 21
9. General Conditions 24
10. Complaints Process 27Policy Handbook
Travel Smart
1 Welcome to AXA Insurance 2 Your Policy Cover Summary
This is your Travel Plan Chosen resident status in any of the Smart
Insurance Policy. It tells countries within the GCC. Family Schengen
Your Schedule specifies the Worldwide or
you what is covered and plan you have chosen. The Chapter Table of Benefits Worldwide ($) (€)
what is not, as well as the Plan names are as follows:
Travel to a Dangerous excluding USA &
conditions which apply Area Canada ($) USD
USD Euro
and the basis on which all � Travel Smart In your interest and for your
claims will be settled. This safety, we advise caution A Emergency Medical Expenses 1,000,000* 60,000** 40,000**
Policy and the Schedule are � Travel Family
if you are travelling to any B Emergency Dental Care 1,000* 1,000** 750*
the evidence of the contract dangerous area where
� Travel Schengen
of insurance. Please read there is known to be war included in
C Emergency Medical Transportation 60,000 30,000
them carefully, keep them Under the Smart Plan if you or civil commotion or Chapter A Limit
in a safe place, and take have elected to remove the unrest. Unless specifically Repatriation of Other Insured
them with you when you go Medical Chapters, Chapters mentioned in the Schedule, D 10,000 5,000
Persons
on holiday. A to H from this Policy your cover does not
will not apply. In case you apply to Iraq, Afghanistan, E Repatriation of Mortal Remains 10,000 5,000
Insuring Agreement have elected to remove Somalia and in countries Premature Return Following Death
In consideration of the Travel Inconvenience where war has been F Economy Ticket
of Close Relative
payment of premium, we Chapters, Chapters I to Q declared or after it has
agree to provide insurance from this Policy will not been recognised as a war G Visit of Close Relative Economy Ticket
in accordance with the apply. zone by the United Nations. H Cost of First Aid and/or Rescue *** 20,000
operative Chapters of the
Policy. Money Back Guarantee I Personal Liability 1,000,000 100,000
Please examine the
The Schedule and any J Legal Assistance in Case of Redress 4,000
Policy and Schedule and
Endorsements are all part
return them to us prior K Advance of Bail Bond (refundable) 10,000
of the Policy.
to the scheduled date of
The information you have departure but not later L Cancellation or Curtailment 5,000
supplied form part of the than seven days from the M Delayed Departure after 6 hours Up to 500 Up to 500
contract of insurance with date of the Policy issuance
us. Your Policy is evidence if they do not meet your N Delayed Baggage 250
of that contract. requirements. Please
Personal Baggage and Personal
refer to the Cancellation O 5,000* 2,000*
Money
Interpretation Clause under the General
For the legal interpretation Conditions. P Loss of Passport 500* 350*
of the Policy wording Arabic Q Personal Accident 27,500 27,500
text will prevail over the Availability of Cover
English text in the event This Policy is available only R Terrorism Extension (optional) 100,000
that any dispute arises. if you are a citizen or have
Coverage in US dollars except for Schengen in Euro.
Benefits are for each Insured Person for Smart and Schengen and per family for the Family Plan.
* Excess of USD $30 applicable for each and every claim.
**Excess of USD $ 100 applicable for each and every claim.
Children pay 50% of the premium and enjoy cover up to 50% of the stated limit in all chapters.
*** This cover is applicable only if Adventure Sports option is selected, the additional premium
is paid and the Adventure Sports cover is shown on the Policy Schedule.
1 2Policy Handbook
Travel Smart
3 Important Information
We would like to draw your Hazardous Activities/ carefully. We wish to remind your property as if you were
attention to important Sports you that cover varies from not insured.
features of your Policy If you are planning to take policy to policy and from
including: part in any hazardous insurer to insurer. Contact for Queries
activities or sports, please If you would like more
Conditions and check that your Policy
Policy Limits information or require
Exclusions covers you. Most Chapters of your Policy clarification on any of the
Special Conditions apply have limits on the amount covers provided, please do
to individual Chapters of Health we will pay under that not hesitate to contact us.
your Policy, whilst General This Policy contains Chapter. Some Chapters also
Exclusions and General restrictions and conditions have specific inner limits:
Conditions will apply to regarding pre-existing for example, for Valuables.
the whole of your Policy. medical problems Please check your Policy
Refer also to ‘What is not concerning the health of to ensure that the cover is
covered’ which applies to the people travelling and of adequate for your needs.
each Chapter of the Policy. other people not travelling
Additionally, specific claims upon whose health the
Baggage Claims
procedures, which apply booking or continuation of These claims are settled
to certain Chapters of the the Trip may depend. You are based on the value of the
Policy, must be followed advised to read carefully the baggage at the time of
in order for a claim to be Conditions relating to Health. the loss and not the cost
accepted. of buying new items. Your
Law and Jurisdiction Policy details the claims
Age Eligibility procedure that must be
Your Policy will be governed
This Policy is available to by the Law and Jurisdiction followed for a claim to be
persons aged 70 or below. of Competent Courts of the accepted, in particular the
If Annual Multi-Trip Cover emirate in the United Arab requirement to obtain Police
is selected, and you reach Emirates where this Policy is reports within 24 hours.
the age 71 during the Period issued.
of Insurance, cover will Claims
continue until expiry or Material Fact Claims must be reported to
cancellation of the Policy. AXA offices along with proof
Children below the age of 16 All material facts must be
disclosed to us. Failure to of travel, copy of ticket or
are covered for 50% of the boarding pass need to be
Insured Person. do so may affect your rights
under this Policy. A material provided within 30 days of
fact is a fact that is likely to any Accident or Illness, or
Excess if there is no Accident or
influence the acceptance
Under some Chapters of the or assessment of the risk, Illness within 30 days from
Policy, claims will be subject including ascertaining the the end of the Trip.
to an Excess. This means premium by us.
that you will be responsible Reasonable Care
for paying the first part of Policy Document You must take all reasonable
each claim. care to protect yourself and
Please read this document
3 4Policy Handbook
Travel Smart
4 Definitions
Any word or expression to Curtailment/Curtail Loss of Limb shown on the Policy beyond reasonable hope of during the 90 days
which a specific meaning Means abandoning the Trip Means loss by permanent Schedule. improvement having lasted immediately preceding
has been attached will severance of an entire hand for a continuous period the date of application
by immediate return to your This Policy will terminate of one year and prevents
bear the same meaning or foot or the total and for this insurance.
Home or by attending a upon cancellation or the you from attending to any
throughout this Policy. permanent loss of use of an
hospital abroad for a period expiration date shown Public Transport
entire hand or foot. occupation or alternative
Adventure Sports in excess of 48 hours as an on the Policy Schedule, remunerative work of any
in-patient. Means any publicly licensed
or if earlier, the date the kind.
Means Winter Sports and Loss of Sight Insured Person return
aircraft, sea vessel, train
Water Sports, trekking and or coach on which you are
Family Means total and from his insured Trip. Personal Money
safari. irrecoverable Loss of Sight in booked to travel.
Family means you, your Means bank notes, currency
one or both eyes. The single Trip Policy
Baggage spouse and your unlimited cover is limited for one notes and coins in current Safari
number of children. Family use, travellers’ and other
Means luggage, clothing, Medical Condition trip of one departure A sight-seeing visit to
personal effects, Valuables Plan cover is worldwide and journey outbound from cheques, postal or money a commercial tourist
limit is per Family. Means any disease, illness
and other articles which the Country of Residence orders, prepaid coupons attraction to observe
or injury.
belong to you (or for which and the first return or vouchers, travel tickets, animals in their natural
you are legally responsible) GCC journey inbound to the pre-booked event and habitat as part of the
Medical Practitioner
and are worn, used or carried Means Gulf Cooperation Country of Residence. entertainment tickets, covered Trip.
by you during any Trip. Means a registered phone cards and electronic
Council Countries which The insurance cover is
practicing member of the money cards all held for Hunting, professional
are Kingdom of Bahrain, not applicable after the
Bodily Injury medical profession who private purposes. activities and sports are not
State of Kuwait, The insured has returned
is not related or known covered.
Means an identifiable physical Sultanate of Oman, State to the same Country
personally to you or any Pre-existing Medical
injury sustained by you during of Qatar, Kingdom of Saudi of Residence after the
the Period of Insurance by
person with whom you are
Policy inception. Condition Schedule
Arabia and the United Arab travelling.
a sudden, unexpected and Emirates. Means Means the validation page
specific event. Injury as a For Annual Multi-trip attached to this Travel Policy
Period of Insurance Plan, cover will be � An ongoing or recurring setting out the names of
result of your unavoidable Home/Country of
exposure to the elements 1. This Policy’s coverage terminated on the Medical Condition those persons insured (You/
Residence will commence on Insured Person’s return (or any medical
shall also be deemed to mean Your/Insured Person), the
Bodily Injury. Means your normal place the start date of cover to the Point of Departure complication directly Area of Travel, the Policy
of residence in the GCC appearing on the Policy and recommence on attributable to that type, the Period of Insurance
Children of which you are a citizen Schedule. This Policy next insured Trip. Medical Condition) and any other Special
or hold a valid resident will provide cover investigated by a Conditions and terms.
This refers to the Insured The maximum period of
status as of the date of your for insured Trips that Medical Practitioner
Person’s Dependent any Trip is restricted to
outward journey. are: Booked after; (whether diagnosed or Spouse
Children who are not in full 62 consecutive days. not) and/or;
time employment and who 2. Commenced after; Whenever used in the Policy
are between the ages of Illness The Policy cannot be means, the Insured Persons’
The start date of cover � A Medical Condition
three months and 16 years. Means any sudden and appearing on the Policy cancelled following the (other than a minor legally married husband or
unforeseen change in health Schedule until the start date of cover. non recurring ailment) wife between the ages of 18
Close Relative that is certified by a Medical earlier of (A) the date the for which there has and 69 years.
Means mother, father, sister, Practitioner and prevents Insured Person returns Permanent Total been a prescribed
brother, wife, husband, normal continuation of your from his insured Trip or Disablement medication or treatment Trekking
daughter and son. journey. (B) the expiration date Means disablement which is by a Medical Practitioner Go on a long distance
5 6Policy Handbook
Travel Smart
5 Important conditions relating to health
unaided walk, as part of the Unattended We/Us/Our/AXA(Gulf)/ It is a condition of this Policy You must be able to comply
covered Trip, only on foot Means when you are not in AXA that no Trip will be covered with these conditions to
as an adventure activity full view of or in a position Means AXA Insurance (Gulf) if at the time of taking out have the full protection
without using equipment to prevent unauthorised B.S.C.(c)/AXA (Gulf)/AXA. this Policy: of this Policy. Otherwise,
designed for long distance interference with your unless you have been
journeys and not related to 1. You or anyone upon given our prior written
property. Winter Sports whom the Trip plans
any professional activity or agreement, you will not be
Means cross country skiing, depend has received a covered under the following
sport. Valuables ice skating (no speed terminal prognosis. Chapters:
The following are not Means antiques, jewellery, skating), mono skiing,
gold, silver, precious metal ski boarding, sledging, 2. You or anyone upon
covered: Chapter A: Emergency
or precious or semiprecious snowboarding or surfing, whom the Trip plans
depend are on a Medical
1. Expeditions exceeding stone articles, watches, snow shoeing, snow
waiting list for, or have Expenses
seven days furs, cameras, camcorders, skiing, snowmobiling as a
photographic audio video knowledge of the need Chapter B: Emergency
passenger only.
2. Hiking computer television and for, in-patient treatment Dental Care
telecommunications You/Your/Insured at a hospital, clinic or Chapter C: Emergency
3. Rock Climbing
equipment (including CDs, Person nursing home. Medical
4. Mountain Climbing DVDs, tapes, films, cassettes, Transportation
Means each person 3. You are travelling
cartridges and headphones), travelling on a Trip, where against the advice of a Chapter D: Repatriation of
Trip mobile telephones, at least one person is above Medical Practitioner.
Other Insured
Means any holiday, pleasure computer games and the age of 18 years old, Persons
trip, cruise trip or journey associated equipment, whose name appears in the 4. You are travelling Chapter E: Repatriation of
made by you within the telescopes and binoculars. Policy Schedule. with the intention of Mortal Remains
area of travel shown in the obtaining medical Chapter F: Premature
Schedule which begins Water Sports advice outside of the Return
and ends in the Country of Means fishing, sail boarding, Country of Residence. Following Death
Residence during the Period sailing (inland or coastal of Close Relative
5. You or anyone upon
of Insurance but excluding waters only), surfing, water Chapter G: Visit of Close
whom the Trip plans
one-way trips or journeys. skiing, wind surfing. Notes: Relative
depend is expected to
Any Trip solely within the a) Swimming and/ give birth before, during Chapter H: First Aid and/or
Country of Residence is not or snorkelling for or within two months of Rescue
insured. recreational purposes the Trip. Chapter L: Cancellation or
is considered as a Curtailment
If ‘Annual Multi-trip Cover’ is 6. You are aware of any
normal activity covered Chapter Q: Personal
selected, any such Trip over circumstances that
by the Policy without Accident
62 days is not insured. could reasonably be
additional premium and
expected to give rise to a
hence does not come
Each Trip is deemed to be claim on this Policy.
under the definition of
a separate Insurance, each Water Sports.
being subject to the Terms,
Definitions, Exclusions and b) Coastal waters are
Conditions contained in the defined as within a five
Policy. miles limit of a coastline.
7 8Policy Handbook
Travel Smart
6 What to do in an event of a claim
PROCEDURE A behalf should contact � The name of the In any case, we, upon PROCEDURE B what to do in case of a claim
Situations that require Us in order to receive Insurance company agreement with the treating Travel inconvenience claims or mail us at:
immediate assistance our prior approval (AXA Insurance (Gulf) physician, will choose the must be submitted not later
and indication on the means of transportation to
travel.claims@
B.S.C.(C)) as well as than 30 days from the end of
procedure to follow. be used.
axa-gulf.com
� What kind of situations? the insurance Policy the Trip.
If you are in need of: Number and Period of
Contact AXA (Gulf) Insurance; In any case of Illness or What kind of situations?
� Emergency Medical Bodily Injury requiring
24 hours a day, 7 days a week
Treatment - Chapter A � The date of entry in the hospitalisation, the Insured � Cancellation or
+971 4 429 4003 visited country; Person or any person acting Curtailment of your Trip -
� Emergency Dental Care - on His/Her behalf must Chapter L
Chapter B The benefits can be granted � The name, address and inform us within 48 hours
only upon prior approval by telephone number of the from the time of occurrence. � Delayed Departure -
� Medical Transportation - Medical Centre to which Chapter M
AXA Gulf.
Chapter C the Insured Person has When we take care of the
� Delayed Baggage -
� Repatriation of Other For Medical been admitted; repatriation of the Insured
Chapter N
Insured Persons - Non-Emergencies Person, the Insured Person
� The name and shall return the ticket or the
Chapter D (Reimbursement Claims) address of the Medical � Personal Baggage
refund thereon to us. and Personal Money -
� Repatriation of Mortal Practitioner in charge of
UAE: 800 292 the Insured Person; As soon as a claim occurs, Chapter O
Remains - Chapter E
Bahrain: 8000 1060 the Insured Person must � Loss of Passport -
� Premature return � A brief description of the make every endeavour
Qatar: 800 2924 problems encountered. Chapter P
following Death of Close to limit or stop its
Relative - Chapter F Oman: 800 70292 A medical expert appointed consequences. � Personal Accident
by us will have free access Benefits - Chapter Q
� Visit of a Close Relative - Saudi: +966 11 478 0282 If during an emergency, or
Chapter G to the Insured Person and due to any valid reason, AXA � Terrorism related claims
Or email us at: His/Her medical file to (Gulf) cannot be contacted (if this extension was
� First Aid and/or Rescue - assess the validity of the for prior approval, the claim purchased) - Chapter R
Chapter H
medex.travel@ claim.
axa-gulf.com may still be considered
� Personal Liability - In the event of a medical subject otherwise to Contact our AXA
(For medical claims
Chapter I transfer or repatriation, the the Policy terms and branches:
reimbursement)
conditions. In all such
means of transportation
cases, the expenses must be
UAE: 800 292
� Legal Assistance in Case Or will be ambulance, train
of Redress - Chapter J or scheduled flight. Air reasonable and customary Bahrain: 8000 1060
travel.claims@ ambulance transportation and all documents (medical
Qatar: 800 2924
� Advance of Bail Bond - axa-gulf.com report, bills, etc). must be
Chapter K is limited to intra-
(For non-medical claims) continental transportations forwarded to AXA (Gulf) Oman: 800 70292
and to critical cases which for their approval and
Immediately after the Saudi: +966 11 478 0282
During regular working hours. cannot be accommodated acceptance. No claim will
occurrence of any event
by any of the above be considered if AXA (Gulf) During regular working hours.
the consequence of You should state:
mentioned means of have not been contacted
which could result in a Please refer to the related
transportation. within 30 days of the
claim, you or any other � Your family name and sections for more details on
Accident or Illness.
person acting on your first name;
9 10Policy Handbook
Travel Smart
7 Covers
CHAPTER A - We will also pay for any your selected plan. CHAPTER D - the body to the place of enable a Close Relative to
EMERGENCY MEDICAL reasonable and customary REPATRIATION OF burial in the Country of travel to His/Her bedside.
EXPENSES additional costs incurred Excess OTHER INSURED Residence or the country of This cover shall likewise
for changing Your flight The applicable Excess in PERSONS citizenship. We shall pay for apply in the event of Death
What is covered if, following Your positive the cost of postmortem, of of an Insured Person in the
respect of this cover is
We shall pay medical, diagnosis for an infectious What is covered preparation of the body and country in which He/She
USD 30 per claim for each
pharmaceutical and hospital disease, You are unable Insured Person for Travel In the event of your of the coffin essential for the was present (other than the
expenses incurred by you to take your existing flight Smart Plan and USD 100 repatriation pursuant transport thereof, but not Country of Residence).
on medical prescription in home. for Travel Family & Travel to above mentioned including the expenses of
urgent cases arising as a Schengen plans per claim dispositions, the burial and inhumation. CHAPTER H - FIRST AID
result of a Medical Condition How much we will pay for each Insured Person. cost incurred for the AND/OR RESCUE
which has occurred Please refer to the Table of simultaneous repatriation CHAPTER F -
during the Trip, as well as of other Insured Persons PREMATURE RETURN What is covered
Benefits on page 2 as per CHAPTER C -
ambulance expenses from EMERGENCY MEDICAL travelling with you shall DUE TO DEATH OF We shall reimburse the costs
your selected plan.
the place of the Accident or TRANSPORTATION be covered by scheduled CLOSE RELATIVE of first aid and rescue at sea
Illness to the nearest medical Excess air transport in economy and/or in the covered areas
centre but not for any Dental What is covered class to their Country of
What is covered executed by official bodies
The applicable Excess in We shall pay the additional to save the life or physical
Related Conditions. We undertake to arrange Residence in so far as
respect of this cover is cost incurred by you for your integrity of the Insured
and bear the cost of your they are unable to return
We shall also pay for USD 30 per claim for each repatriation by economy Person.
transport depending on to that address by the
follow-up out-patient Insured Person for Travel class air transport in the
your condition: initially chosen means of
treatment necessarily Smart Plan and USD 100 event of the sudden and How much we will pay
transportation for their
incurred following an for Travel Family & Travel a) to a hospital, which is unforeseen Death of a Close Please refer to the Table of
normal return. The cost of
in-patient treatment but Schengen plans per claim better equipped to treat Relative, in so far as you
repatriation shall be borne Benefits on page 2 as per
this is limited to a maximum for each Insured Person. your case; by us after deducting the are unable to return to your your selected product.
period of 30 days after costs normally incurred for Country of Residence in
discharge from the hospital. CHAPTER B - b) to a hospital which is
the return to their Country time for the funeral by the Special Conditions
EMERGENCY DENTAL closer to your Country of
means of transportation
of Residence. Where the This cover is applicable only
In case of illness due CARE Residence;
initially arranged for the
to infectious disease return journey was to have if Adventure Sports option
(epidemic/pandemic) in What is covered c) to your Country of been made by air or ship, normal return.
is selected, the additional
We shall pay for Residence. the Insured Person shall
any country apart from
return the ticket or the
CHAPTER G - VISIT OF A premium is paid and the
the country the Trip medical treatment and CLOSE RELATIVE Adventure Sports cover
If decisions a. and b. refund thereon to us.
originated, we shall pay pharmaceutical expenses is shown on the Policy
are taken, we shall be
for the Emergency Medical incurred by you on medical What is covered Schedule.
responsible, prior to CHAPTER E -
Expenses. prescription for the
executing the transport, for REPATRIATION OF Where the condition of the
emergency relief of pain What is not covered
Following a positive reserving a room for you in MORTAL REMAINS Insured Person who has
regardless of cause; provided under Chapters A, B, C,
diagnosis, we shall also the hospital to which you suffered Injury or Illness
however that the pain is not What is covered D, E, F, G and H
pay for any mandated are to be transferred. does not justify or precludes
a pre-existing condition. a) Expenses incurred
quarantine expenses up We shall take responsibility immediate repatriation,
for any treatment or
to USD 100 per day for a How much we will pay for all the formalities and where His/Her stay in a
How much we will pay repatriation which have
maximum of 15 days in Please refer to the Table of required locally and for the local hospital must exceed
Please refer to the Table of not been notified to and
any country apart from the Benefits on page 2 as per immediate payment of costs, seven days, we shall make
Benefits on page 2 as per authoriSed by AXA (Gulf)
country the Trip originated. your selected plan. including the transport of available a return ticket to
11 12Policy Handbook
Travel Smart
as detailed in Procedure unless they result in authority or medical How much we will pay have the protection of CHAPTER J - LEGAL
A on pages 9 to 11. admission to a hospital. advice. Please refer to the Table of this cover provided that ASSISTANCE IN CASE OF
Benefits on page 2 as per such representative(s) REDRESS
b) Costs of telephone h) Any expenses incurred CHAPTER I - PERSONAL comply(ies) with the
calls, other than calls after you have returned your selected product. What is covered
LIABILITY terms and conditions
to AXA (Gulf) notifying to your Country of outlined in this Policy. We undertake to execute
them of the problem Residence. What is covered Special Conditions
at our own expense all
for which you are able We will indemnify you a) You must give us What is not covered amicable intervention
to provide a receipt or i) Expenses incurred as up to the limit specified immediate written Compensation or legal or judicial actions with a
other evidence to show a result of a tropical below against all sums you notice with full details of costs arising directly or view to obtain pecuniary
that the call took place, disease where the become legally liable to pay any incident, which may indirectly from: repair of physical damage
its cost and the number recommended as compensation during give rise to a claim. suffered by you as a result
telephoned. inoculations have not the Period of Insurance for a) Liability which has
b) You must forward every of an Accident involving the
been undertaken. any claim or series of claims been assumed by
letter, writ, summons liability of a person who is in
c) The cost of treatment arising from any one event you under agreement
j) Your decision not to and process to us as no way related to you and is
or surgery, including or source of original cause unless the liability
be repatriated after soon as you receive it. not an Insured Person under
exploratory tests, in respect of accidental: would have attached
the date when, in the this Policy.
which are not directly in the absence of such
related to the Bodily opinion of AXA (Gulf), it c) You must not admit any
a) Bodily Injury, Death, agreement.
Injury or Illness which is safe to do so. liability or pay, offer How much we will pay
Illness or disease to
necessitated your to pay, promise to pay b) Pursuit of any trade, Please refer to the Table of
k) Costs of prosthetics, any person other than
admittance into hospital. or negotiate any claim business, profession Benefits on page 2 as per
cosmetics, plastic an Insured Person or
without our written or occupation or the your selected product.
surgery and any person who is in
d) Any form of treatment consent. supply of goods or
physiotherapy. your employment or
or surgery which, in who is a Close Relative services. Special Condition
the opinion of the d) We will be entitled, if
l) Investigations, checkup, or member of your we so desire, to take In all cases, you shall
Medical Practitioner in medical examination c) Ownership possession refrain from yourself taking
household. over and conduct
attendance and us, can being part of preventive or use of vehicles, legal proceedings without
be delayed reasonably in your name the aircraft or watercraft.
medicine. b) Loss of or damage to consulting us beforehand,
until your return to your defence of any claim for
property that does failing which you shall lose
Country of Residence. indemnity or damages d) The transmission of any
m) Pre-existing Medical not belong to and is this entitlement to cover.
or otherwise against communicable disease
Condition, Any neither in the charge of
e) Medication, which, at any third party. We shall or virus.
illness or condition or under the control of CHAPTER K - ADVANCE
the time of departure, have full discretion
related to pregnancy, any Insured Person, a e) Ownership or OF BAIL BOND
is known to be required in the conduct of
convalescence or Close Relative, anyone occupation of land or
or to be continued any negotiation or What is covered
relapses. in your employment buildings (other than
outside your Country of proceedings or in the
or any member of occupation only of any This Chapter is applicable
Residence. n) Any mandated medical settlement of any claim,
your household other temporary holiday for the Travel Smart plan
test or examination and you shall give us all
f) Treatment or than any temporary accommodation). only. We will provide the
required by Airlines , necessary information
services provided holiday accommodation bail bond required by
governmental entities and assistance which f) Fines, penalties and
by a convalescent or but in respect of judicial authorities to
or airport authorities. we may require. punitive damages.
nursing home or any your occupation guarantee provisional
rehabilitation centre. o) If you have traveled (not ownership) only e) In the event of your release from custody
g) Pandemic, epidemic or
against government occurring during the Death, your legal on an Insured Person
g) Emotional disorders infectious disease.
Period of Insurance. representative(s) will following a contravention
13 14Policy Handbook
Travel Smart
or infringement without � the Trip is completely the necessity to the Trip (including error, Organisation declaring Special Condition
wilful intent of current canceled or Curtailed return Home prior to omission, financial a pandemic/epidemic You may claim only under
statutory and administrative before completion Curtailment of the Trip failure or default) of or or any cancellation sub-chapter 1 or 2 above,
provisions of the visited as a result of any of due to medical reasons. by the provider of any of the flight route not both.
country in an amount of up the following events service forming part by the carrier or any
to USD 10,000 per Insured occurring during the 2. If you fail to notify of the Trip as well as government.
the Travel Agent, What is not covered
Person, the necessary Period of Insurance: of the Travel Agent or a) Your failure to check
amount to be made Tour Operator or Tour Operator through i) cancellation where You
1. The Death, Bodily Injury provider of transport have not had a positive in according to the
available as an advance. whom the Trip was itinerary supplied to
or Illness of: /accommodation booked. diagnosis, but when
� You shall refund to us immediately it is found you have been asked to you.
the amount of the bail a) You necessary to cancel the c) Failure to obtain the isolate for any reason b) Your failure to comply
bond that has been b) any person with Trip our liability shall required passport or with the terms of
advanced: whom you are be restricted to the visa. CHAPTER M - DELAYED contract of the Travel
travelling or have cancellation charges DEPARTURE Agent, Tour Operator or
� As soon as it is that would have applied d) Circumstances known
returned in the event arranged to travel to you prior to the What is covered provider of transport.
had failure not occurred.
of cancellation of the c) any person with booking of the Trip If departure of the Public c) Strike or industrial
proceeding or acquittal; whom you have 3. If you cancel the Trip which could reasonably Transport on which you action or air traffic
or arranged to reside due to Bodily Injury or have been expected to are booked to travel for control delay existing
temporarily a Medical Condition give rise to cancellation any outbound or inbound or publicly declared by
� Within 15 days of the you must provide a or Curtailment of journey is delayed for
court decision which the date this Insurance
d) any Close Relative medical certificate the Trip. at least 6 hours from is effected by you.
becomes enforceable if from a Medical the scheduled time of
a sentence is passed. 2. Accidental damage to Practitioner stating that e) ‘Airport Departure departure we will pay: d) Withdrawal from
your Home rendering this necessarily and Duty’ or irrecoverable service (temporary
� In all cases, within three it uninhabitable or the payments exceeding USD 100 for the first
months from the date of reasonably prevented or otherwise) of an
Police requesting your you from travelling. USD 250 for lost completed 6 hour delay aircraft or sea vessel on
payment. presence following excursions. from the original scheduled the recommendation
theft at your Home What is not covered departure and USD 100 of the ‘Civil Aviation
CHAPTER L - during your Trip or the f) Bodily Injury or Illness for each full 6 hours
CANCELLATION OR a) Any claim arising unless a Medical Authority’ or a ‘Port
preceding seven days. directly or indirectly delay thereafter up to a Authority’ or any
CURTAILMENT Practitioner provides a maximum of USD 500 per
from your failure certificate stating that similar body in any
What is covered 3. Hijack of the Insured Insured Person.
to comply with the this necessarily and country.
Person or of any person
This Chapter is applicable Important Conditions reasonably prevented
with whom the Insured Up to USD 500 per e) Any journey falling
for the Travel Smart relating to Health you from travelling.
Person intends to travel Insured Person for any outside the definition
plan only. We will pay mentioned on page 9.
or is traveling irrecoverable unused travel of trip.
you up to USD 5,000 per g) Bodily Injury or and accommodation costs
b) Any claim arising Illness resulting from
Insured Person for any Special Conditions and other prepaid charges,
irrecoverable, unused travel
directly or indirectly pregnancy. CHAPTER N - DELAYED
1. You must obtain a from Government which you have paid or are BAGGAGE
and accommodation costs contracted to pay if, after a
medical certificate from Regulation or Act, delay h) Cancellation due to
and other prepaid charges,
a Medical Practitioner or amendment of the minimum of 6 hours have What is covered
which you have paid or are travel restrictions
and prior approval of itinerary, or failure in as a direct result of elapsed, you choose to We will pay you for
contracted to pay if: cancel your Trip. emergency replacement of
AXA (Gulf) to confirm provision of any part of the World Health
15 16Policy Handbook
Travel Smart
clothing, medication and We will also pay for the loss to ensure the safety and What is not covered e) Depreciation in value or or climatic conditions
toiletries if the Baggage is of, theft of or damage to supervision of Baggage a) Loss of or damage to shortages due to error by moth, vermin,
temporarily lost in transit Personal Money occurring and Money, and you should personal baggage left or omission. by any process of
during the outward journey during the Period of take all practicable steps unattended unless: cleaning, repairing or
and not returned to you Insurance. to recover property lost or f) Unset precious stones, restoring, mechanical
within 4 hours, provided stolen. If it is lost, stolen � Left in your contact or corneal or electrical breakdown
written confirmation is How much we will pay or damaged whilst in the locked journey lenses, hearing aids or derangement.
obtained and sent to us care of a carrier, transport accommodation. and dental or medical
The maximum we will pay
from the ‘Airline Company’, company, authority or hotel fittings, musical CHAPTER P - LOSS OF
is US$ 400 per Insured � Left in the locked
confirming the baggage was you must report to them, instruments, deeds, PASSPORT
Person for any one article, boot, locked
not found in the arrival hall in writing, details of the manuscripts, securities,
pair or set of articles. Total covered luggage What is covered
when you arrived from your loss, theft or damage and perishable goods,
payments shall not exceed: area or locked
flight. obtain written confirmation. bicycles. We will reimburse you
glove compartment for the cost of making a
If property is lost, stolen or g) Cracking, scratching,
Travel Travel of a motor vehicle duplicate Passport which is
How much we will pay damaged whilst in the care breakage of or damage
Smart Family and following lost or unintentionally and
Please refer to Table of of an airline you must: to china glass, glass
(USD) (USD) physical evidence accidentally damaged or
Benefits page 2 as per your of forcible entry. (other than glass in
a) Obtain a property defaced during the Period
selected plan. Personal watch faces, cameras,
irregularity report. of Insurance.
Baggage b) Valuables or money left binoculars or
If the loss is permanent, the Unattended at any time
(other b) Give formal written telescopes), porcelain The cover includes
amount paid under this (including in a motor
than notice of the claim to the or other brittle or fragile reasonable extra travel,
Chapter will be deducted 5,000 2,000 vehicle or in the custody
valuables airline within the time articles unless caused accommodation and
from the final claim paid of carriers) unless
and limit contained in their by fire, theft or accident communication expenses
by any other Chapter of the deposited in a hotel
personal conditions of carriage to the vessel, aircraft or you have to pay to get a
Policy covering the Baggage. safe, safety deposit box
money) (Please retain a copy). vehicle in which they temporary Passport, the
or left in your locked are being carried. cost of the temporary
CHAPTER O - Valuables 1,500 1,500 c) Retain all travel tickets accommodation.
PERSONAL BAGGAGE replacement Passport and
Personal and tags for submission h) Breakage of sports the cost of re-stamping visas.
AND PERSONAL Money
400 400 if a claim is to be made c) Loss or damage due to equipment or damage
MONEY under this Policy. delay, confiscation or to sports clothing whilst
Note: Please note that 50% of the above detention by customs
How much we will pay
What is covered limits shall apply to Insured Persons below in use.
the age of 18 except in respect of Personal d) Retain receipts for items or other authority. Please refer to the Table of
We will pay for the loss Money where no cover applies for Insured lost, stolen or damaged i) Business goods, Benefits page 2 as per your
of, theft of or damage to Persons below the age of 12.
as these will help you to d) Loss or theft of samples, tools of trade, selected product.
Baggage occurring during substantiate your claim. travellers’ cheques motor accessories
the Period of Insurance. The Excess not reported to the and other items used Excess
amount payable will be The applicable Excess in For all claims related local branch, agent in connection with The applicable Excess in
the current market value, respect of this cover is to loss, theft of all Baggage or issuing authority your employment or respect of this cover is USD
which takes into account USD 30 per claim for each and/or money you must within 24 hours of the occupation. 30 per Insured Person.
a deduction for wear, tear Insured Person. report to the local discovery of the loss
Police within 24 hours or theft or where the j) Wear and tear,
and depreciation (or we Special Condition
may, at our option, replace, Special Condition of discovery and obtain instructions of the depreciation,
a written report. issuing agents have not deterioration or loss or You must take reasonable
reinstate or repair the lost or You must take reasonable
been carried out. damage by atmospheric precautions at all times
damaged Baggage). precautions at all times to ensure the safety and
17 18Policy Handbook
Travel Smart
supervision of your Passport consulate or issuing Insured Persons under 18 applicable to the Chapter e) The cover by this
and you should take all authority within 24 years will be USD 10,000. you are claiming under but Chapter does not extend
practicable steps to recover hours of the discovery not exceeding USD 100,000 to include Chapter I
it if lost or stolen. If it is of the loss or theft. Special Conditions per Insured Person. (Personal Liability).
lost or stolen while in the a) Only one Benefit shall be
care of a carrier, transport c) Loss or damage due to Excess Applicable to All
payable.
company, authority or hotel, delay, confiscation or Chapters of the Policy
The Excess applicable to the
you must report to them, in detention by customs b) Our Medical Advisers Chapter you are claiming
writing, details of the loss or other authority. may examine you as under.
or theft and obtain written often as they deem
d) Fines, penalties,
confirmation. necessary in the event of Special Conditions
punitive damages.
a claim.
If Passport is lost or stolen a) The cover by this
e) Cost of passport Chapter is only
whilst in the care of an renewal. What is not covered
airline: applicable if the
Any Bodily Injury caused Terrorism Extension
You must obtain a property CHAPTER Q - PERSONAL directly or indirectly by: option is selected and
irregularity report. ACCIDENT BENEFITS stated in your Schedule.
a) Pregnancy.
What is covered
Give formal written b) We shall not be liable
We will pay one of the b) Any claim arising from
notice of the claim to the for any consequence
Benefits shown below your failure to comply
airline within the time of any act of terrorism
if, during the Period of with the Important
limit contained in their involving the release
Insurance, you sustain Conditions relating to
conditions of carriage or threat of release
Bodily Injury, which shall Health mentioned on
(Please retain a copy). of germ disease or
solely and independently page 9.
other chemical or
Retain all travel tickets and of any other cause, result biological contagions
tags for submission if a within one year in: CHAPTER R -
TERRORISM EXTENSION or contaminants the
claim is to be made under use of threat of use of
this Policy. � Death (OPTIONAL)
any nuclear device or
� Loss of Limb What is covered radioactive substance.
What is not covered
With the exception of
a) Passport left � Loss of Sight c) There must otherwise be
Chapter I (Personal Liability),
Unattended at any time a valid claim under the
� Permanent Total the cover provided by this
(including in a motor Terms and Conditions
Disablement Policy extends to include
vehicle or in the custody applicable to the
Injury loss or damage to
of carriers) unless relevant Chapter(s).
How much we will pay an Insured Person as an
deposited in a hotel
innocent bystander by an d) The maximum liability in
safe, safety deposit box The amount we will pay
act of Terrorism. the aggregate under this
or left in your locked under the Smart & Family
accommodation. plan is USD 27,500 per Policy shall not exceed
How much we will pay USD 100,000 for any
Insured Person, subject to
b) Loss or theft of Passport the Policy limit. The amount we will pay Insured Person during
not reported to the under the Travel Smart the Period of Insurance.
Police, local embassy, The Death Benefit for Plan is the maximum limit
19 20Policy Handbook
Travel Smart
8 General Exclusions
We will not pay for claims nuclear fuel or from any and which can be in those countries white water rafting/ notified to us in writing
arising directly or indirectly nuclear waste, from identified as the cause which you are visiting/ canoeing or wrestling. within 31 days of the
from: combustion of nuclear of loss. travelling through, end of the Trip.
motor competitions/ k) Your willfully, self-
fuel, the radioactive,
a) War invasion act f) Your pursuit of rallies, professional inflicted injury or Illness, q) Operational duties as a
toxic, explosive or other
of foreign enemy Adventure Sports entertaining, sexually transmitted member of the Armed
hazardous properties of
hostilities (whether (Winter Sports and/or professional sports or diseases, solvent abuse, Forces.
any nuclear assembly
war be declared or Water Sports and/or racing. alcoholism, the use of
or nuclear component
not) civil war rebellion trekking and/or safari drugs (other than drugs r) Your suffering from
of such assembly. stress, anxiety,
revolution insurrection (unless this extension i) Your engagement in taken in accordance
or military or usurped has been purchased or practice for: Scuba with treatment depression or any other
d) Loss, destruction
power riot or civil and specifically stated diving, whether for prescribed and mental or nervous
or damage directly
commotion. as covered in the pleasure or professional directed by a Medical disorder.
occasioned by pressure
waves caused by Schedule but, in any purposes, base jumping, Practitioner, but not s) This policy does
b) Any act of Terrorism case, excluding the bungee jumping, for the treatment of
aircraft and other aerial not cover any non-
(unless Chapter R - professional practice expeditions, jet skiing, drug addiction), self-
devices travelling at emergency medical
Terrorism Extension of these activities in mountaineering exposure to needless
- has been specifically sonic or supersonic treatment, medical
speeds. competition). requiring the use of peril (except in an maintenance, and any
purchased). For guides or ropes, shark attempt to save human
the purpose of this g) The following activities: additional medical
e) Losses arising, directly diving or underwater life). expenses incurred after
Exclusion an act of or indirectly from bob sleigh/skeletons, activities.
terrorism means an bobbing, off-piste l) Your own unlawful initial treatment of an
the loss of, alteration emergency condition
act, including but not of, or damage to skiing, free-style j) Your engagement in action or any criminal
limited to the use of skiing, heli-skiing, luge, or practice for: boxing, proceedings against needing immediate
or a reduction in medical attention.
force or violence and/ the functionality, ski acrobatics, ski canyoning, caving, you.
or threat thereof of any flying, ski jumping, ski cycle racing, fencing, t) Sanctions and
availability or operation m) Bodily Injury, Illness,
person or group(s) of mountaineering, glacier flying in unlicensed Limitations exclusion:
of a computer system, sickness, death,
persons whether acting skiing, ski stunting, aircraft or as a No (re)insurer shall
hardware, program, loss, disablement,
alone or on behalf of snow carting, snow learner, competitive be deemed to provide
software, data expense or other
or in connection with mobiling, snowcat football, gliding, cover and no (re)insurer
information repository, liability attributable
any organisation(s) skiing or skiing against gymnastics, hang shall be liable to pay
microchip, integrated to HIV (Human
or government(s) local authoritative gliding, horse riding in any claim or provide
circuit or similar device Immunodeficiency
committed for political warning or advice. competitions, hot air any benefit hereunder
in computer equipment, Virus) and/or any HIV-
religious ideological ballooning, hunting, to the extent that the
that results from the h) Your engagement in or ice hockey, karate, related illness.
or similar purposes provision of such cover,
malicious or negligent practice for: manual kayaking, martial
including the intention n) Consequential loss of payment of such claim
transfer (electronic work in connection arts, microlighting,
to influence any any kind. or provision of such
or otherwise) of a with a profession, parachuting,
government and/or to benefit would expose
put the public or any computer program that business or trade, paragliding, o) A Trip from which you
contains any malicious the use of motorised that (re insurer to any
chapter of the public in parapenting/ are not booked to sanction, prohibition or
fear. and or damaging code, two- or three-wheeled parascending/ return within the Period
including but not vehicles unless a restriction under United
parasailing, polo, of Insurance. Nations resolutions or
c) Ionising radiation limited to computer full driving licence is potholing, rugby, sky
or contamination by virus, worm, logic held permitting the p) Incidents which may the trade or economic
diving, sky surfing, sanctions, laws or
radioactivity from any bomb, or trojan horse use of such vehicles give rise to a claim not
21 22Policy Handbook
Travel Smart
9 General Conditions
regulations of the You must comply with the as possible, but not later Dual Insurance
European Union, United following conditions to have than 31 days from the If at the time of any incident
Kingdom or United the full protection of your end of the Trip. which results in a claim
States of America. Policy. If you do not comply, under this Policy, there is
we may, at our option, You must also inform us if
u) Any non medical you are aware of any writ, another insurance covering
cancel the Policy or refuse
charges incurred if your summons or impending the same loss, damage,
to deal with your claim or
Trip has to be extended. prosecution. Every expense or liability we
reduce the amount of any
communication relating will not pay more than our
v) Circumstances known claim payment.
to a claim must be sent proportional share.
to you prior to the to us without delay. You
booking of the Trip or
Duty of Disclosure Reasonable
or anyone acting on your
the purchase of the It is a condition of this Precautions
behalf must not negotiate,
Insurance policy which Insurance that you have
admit or repudiate any You must take all reasonable
could reasonably have disclosed all material facts
claim without our prior steps to prevent and
been expected to give to us. Your failure to do so
written consent. minimise Accident, Injury,
rise to any claim. may affect your rights under
loss or damage and at all
this Insurance. If you are in You or your legal
w) Any claim arising from times act as if uninsured.
any doubt about what was representatives must supply,
a reason not listed in material then you should at your own expense, all
the “what is covered” declare it to us.
Subrogation
information, evidence,
sections. details of other insurances We are entitled to take over
Compliance (if any) and medical and conduct in your name
You must comply with certificates as required by the defence and settlement
all the terms, provisions, us. We reserve the right of any legal action. We
conditions and to require you to undergo may also take proceedings
endorsements of this an independent medical at our own expense and
Insurance. Failure to do examination at our expense. for our own benefit, but in
so may result in a claim We may also request and your name, to recover any
being declined or reduce will pay for a Post Mortem payment we have made
the amount of any claim examination. under this Policy to anyone
payment. else.
You must retain any
property which is damaged, You agree to subrogate
Claims all rights or remedies to
and, if requested, send it to
You must notify us in respect us at your own expense. If AXA for obtaining relief
of the following: we pay a claim for the full or indemnity from other
a) For Chapters A, B, C, D, E, value of the property and it parties, upon its paying a
F, G, H, I, J and K: Apply is subsequently recovered claim under this Policy, and
Procedure A on page 10 or there is any salvage, then shall at the request and
and 11. it will become our property. at the expense of AXA do
We may refuse to reimburse and concur in doing and
b) For all other Chapters: you for any expenses for permit to be done all such
Apply Procedure B on which you cannot provide acts and things as may be
page 11 and 12 as soon receipts or bills. necessary or reasonably
23 24Policy Handbook
Travel Smart
required by AXA for the date of such disclaimer have � We shall not pay any premium for the uninsured Other Claims
purpose of enforcing such been referred to arbitration other claim which has period.
rights or remedies, whether under the provisions herein been or will be made
UAE: 800 292
This Policy does not
such acts and things shall contained, then the claim under the Policy.
guarantee you to obtain
Bahrain: 8000 1060
be or become necessary or shall for all purposes be
required before or after the deemed to have been � We may, at our option, any visa to any country Qatar: 800 2924
declare the Policy void. even though it does meet
indemnification by AXA. abandoned and shall not
and goes beyond the Oman: 800 70292
thereafter be recoverable � We shall be entitled to
Arbitration hereunder.
requirements for that. The Saudi: +966 11 478 0282
recover from you the Policy will not be cancelled
If any difference arises amount of any claim for this purpose unless it Or email us at:
out of this Policy AXA shall Fraud already paid under the has not incepted yet. medex.travel@
immediately notify You You must not act in a Policy.
Annual Travel plan and
axa-gulf.com
in writing of your right fraudulent manner.
to refer the difference to � We shall not make any Travel Schengen product (For medical claims
arbitration. Such difference If you or anyone acting for return of premium. cannot be cancelled - No reimbursement)
shall be referred to the you refund will be made.
� We may inform Or
decision of an Arbitrator the Police of the
� Makes a claim under We reserve the right to
to be appointed in writing circumstances. travel.claims@
the Policy knowing request viewing the original
by You and AXA who may axa-gulf.com
the same to be false or passports and travel
be in difference or if we Policy Cancellation documentation to verify any
fraudulently exaggerated (For non-medical claims)
cannot agree upon a single visa purchased or traveling
in any respect; or You may cancel the Policy
Arbitrator, to the decision During regular working
within seven days of the done.
of two Arbitrators one to � Makes a statement hours.
issuance date provided
be appointed in writing by in support of a claim Admin fee: AED 50 per
the Period of Insurance
each of You and us within knowing the statement Insurance Policy. In case
did not start, by giving
one calendar month after to be false in any of any difference between
us written notification
having been required in respect; or English and Arabic text, the
including confirmation of
writing so to do by either Arabic text will prevail.
no claims or losses made or
of us. The Arbitrators shall � Submits a document
known or reported or any Medical Emergencies
agree appointment of an in support of a claim
incident which may give
Umpire in writing before knowing the document 24 hours a day, 7 days a
rise to any claim under the
entering upon the reference. to be forged or false in week
Policy, in which case, you
The Umpire shall sit with any respect; or
will be entitled to a refund +971 4 429 4003
the Arbitrators and preside of premium subject to the
at their meetings and the � Makes a claim in respect
of any Bodily Injury, below Administration fee. The benefits can be granted
making of an Award shall only upon prior approval by
be a condition precedent to Illness, loss or damage
We may cancel this Policy at AXA Gulf.
any right of action against caused by your wilful act any time by writing to you
AXA. If AXA shall disclaim or with your connivance. at your last known address
liability for any claim Then by recorded delivery giving
hereunder and such claim seven days notice, in which
shall not within twenty four � We shall not pay the case you will be entitled to
calendar months from the claim. a refund of the proportional
25 26Policy Handbook
Travel Smart
10 Complaints Process
We are committed to 3. Transmit a fax to For all other complaints:
provide you with the highest +971 44392188; or
level of customer service. Insurance Authority
We do realise that things 4. Telephone Us on PO Box 113332, Abu Dhabi,
can sometimes go wrong, 800292 and request United Arab Emirates
and when this happens, we our Customer Service
Telephone: +971 2499 0111
would like to hear about Staff to register Your
complaint; or Fax: +971 2557 2111
it. Telephone calls may be
recorded for training and Email: contactus@ia.gov.ae
5. Walk into Our office and
monitoring purposes. We request Our Customer Website for registering
would like to assure you Service Staff to register Complaints:
that all matters are dealt Your complaint. https://eservices.ia.gov.ae/
with seriously and in a Wirestorm/Pages/Render.
confidential manner. In these situations, and on aspx?page=Complaints&la
your behalf, the complaint yout=NewAnonymousCom
Your complaint can will be registered by our Staff
be made in any of the plaint
and a Reference Number
following ways: generated and provided to
1. Visit our Website www. you which please quote in
axa-gulf.com - select all future communications.
Country ‘UAE’ and Whilst all efforts will be
select ‘Complaints’ made to revert back within
under ‘Quick Access’ 10 working days, if our final
(at the bottom of the response will be delayed
web page) and register beyond 15 working days or
your complaint. You will if more time is needed for
receive an auto email investigation, we will inform
will be received by You you when we will be able to
providing the reference contact you again about the
number which should complaint.
be quoted in all future If you are dissatisfied
communications. with our final response or
Alternatively, should you not dissatisfied with the delay
have an email address or in our response (beyond
access to the internet: 15 working days) you may
refer the complaint to
2. Send a letter to the the Insurance Regulator
management at AXA (please provide them the
Insurance (Gulf) B.S.C. details and AXA Complaint
(c), PO Box 5862, Dubai, Reference Number). Their
United Arab Emirates; or contact details are provided
alongside.
27 28You can also read
