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Southdownsinsurance   Reviews

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Reviews 4.5.

5,032 total

Most relevant

An awful experience.

I am two years into trying to get my claim done and the experience has been awful. Not only has it taken so long but the communication, when I get a reply, has shown a lack of care taken on their part to read evidence and explanation given. I wouldn't trust this company or be using them again. They will find any reason not to pay out including making things up.

Date of experience : 05 April 2024

always good offers and helpful

always good offers and helpful, and I claimed and it went well so trust them and will use them again.

Date of experience : 03 April 2024

Very good cover & easy to use site

Very good cover, an easy website to use, no fuss, short sweet, and to the point.

Date of experience : 04 April 2024

Everything explained super clearly

Everything explained super clearly, customer representative was really helpful and polite, helped resolved my questions quickly and efficiently. Thanks so much :)

Date of experience : 01 April 2024

Called and got my renewal very fast efficient and great price

Customer loyalty rewarded

Easy to contact by phone, really helpful staff and great pricing for customer loyalty.

Date of experience : 28 March 2024

Clear answer on policy question

Very happy with the service for new customers as they got back to me over email on a slightly complex policy question and gave me a clear answer, unlike other travel insurers I reached out to. Now a paying customer :)

Date of experience : 16 March 2024

Travel insurance quote

The people on the phone (Nikki and Caitlin) were empathetic, extremely competent, and understanding. Even when we were accidentally cut off (probably our fault) we could start where we left off, rather than start again. Will definitely use Southdowns again because of them.

Date of experience : 04 March 2024

Easy Application

Applying for the policy on line was easy and quick.

Very positive experience

I don't normally write reviews, but I was keen to do so given my very positive experience of Southdowns. Purchasing the insurance was very easy and the price paid seemed very competitive. My policy was bought ahead of travelling abroad on holiday with my parents. Unfortunately, I missed my return flight owing to adverse weather conditions. This delay meant that I had to pay for one night's accommodation and a new airline ticket. Once I was back in the UK making a claim was reasonably straight forward and the policy documentation clearly set out the evidence required to process my claim. Once my claim had been approved I was reimbursed within 24 hours - much quicker than expected! Finally, just to say that my parents took out an insurance policy with another provider. Unfortunately, their policy did not pay out because the travel delay was under 12 hours. This detail is something that they'll pay close attention to when buying a future policy and I thought it worth flagging up for others.

Date of experience : 15 March 2024

It was a very pleasant insurance buying…

It was a very pleasant insurance buying experience - great service, a good price, and a knowledgeable and engaging person on the other end of the phone. I'm not one to leave reviews but on this occasion, I felt compelled to do so

Date of experience : 21 March 2024

So far so good

Not had to use as such yet but they were efficient in making an amendment and answered the phone relatively quickly. The advisor was pleasant, polite and efficient.

Date of experience : 18 March 2024

I spoke with a real helpful woman she…

I spoke with a real helpful woman she explained everything in a calm and professional way, I will definitely use your services again

Date of experience : 22 March 2024

Holiday Insurance sale

The agent, Dan dealing with my query and then arranging the insurance was very helpful, clear, friendly and efficient.

Date of experience : 25 March 2024

Bicycles theft is NOT insured

I appreciate that we should in theory read every last detail of the terms and conditions but I would have assumed that under baggage cpver this covered things like bicycles, which I had stolen. Unfortunately not, so watch out!!

Date of experience : 09 March 2024

Reply from Southdownsinsurance

Dear Customer, Thank you for your feedback. Bicycles are specifically excluded from the policy. Based on our research, this is not an unusual exclusion within the market for a travel insurance policy. We are sorry that your policy did not meet your expectations on this occasion. Kind regards Southdowns Sales and Service

Great and easy website to use

Great and easy website to use, easy to work and follow One thing I would recommend for them to look at is under the couple description, some couples don’t live together but still go on holiday and under the info it does not say that. Other then that great and super easy. Definitely use this website next time we go on holiday.

Date of experience : 06 March 2024

The lady was very efficient on the…

The lady was very efficient on the phone. We had to phone because we forgot our password to approve our purchase.

Date of experience : 19 March 2024

The call centre answered all my…

The call centre answered all my questions and sorted my policy with the additional requests straight away

A Simple Task

Quick and easy to click through and arrange short break insurance on their website. A good range of cover options that won't break the bank.

Date of experience : 13 March 2024

Very friendly and helpful advisor

Very friendly and helpful advisor. Sorted out my request and amended details in a efficient manner. Would recommend.

Date of experience : 12 March 2024

Suggested companies

Admiral insurance, insurefor.com.

Southdownsinsurance   Reviews

In the Money & Insurance category

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Company activity See all

Write a review

Reviews 4.5.

5,032 total

Most relevant

Fantastic service Travel Insurance

When I took out my travel policy I had made a mistake on the name. I called Southdown who fixed the problem in minutes. On my return my flight was delayed 26 hours. I opened a claim with them and within a week and had received my payment as per the policy. I cannot recommend them enough and will absolutely be using them as my go to insurer going forwards.

Date of experience : February 12, 2024

both outward and inward flights delayed and diverted still claim unsuccessful

both outward and inward international flights delayed. had to book another departure flight on the spot. return flight landed on luton instead of gatwick. had to get another taxi. couldnt get to hotel due to wrong airport and bad weather. declined all claims. now I dont know what do they cover. read fine prints. only if its 12 hr delay they give you £12.

Date of experience : February 14, 2024

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. Travel insurance provides cover for specific perils under each section of cover. 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. Cover for each full 12 hours of delay is provided at between £20 and £35 per person insured depending upon the level of cover selected and is intended to cover incidentals such as a meal whilst waiting for a new flight to be arranged by your contracted operator. Once again, we thank you for sharing your feedback. Kind Regards Southdowns/AXA Partners

An error was made by Southdowns with no…

An error was made by Southdowns with no concession other than to offer a refund. An hour and a half of my time has been wasted. There is no flexibility or acknowledgement by management of the small but important error.

Date of experience : March 01, 2024

Dear Customer, Thank you for your feedback. We are sorry that your experience was not a positive one. All our agents receive ongoing training and monitoring, we can confirm that your experience has been addressed with them as part of this process. We appreciate all feedback whether positive or negative and thank you for taking the time to share your thoughts. Best wishes Southdowns Sales and Service

All I can review is the ease of…

All I can review is the ease of purchasing my travel insurance with southdowns insurance. I purchased through meerkat, so easy. Only thing is that if you take your time you can get timed out of your session after a short while so make sure you have everyone's name DOB ready its a breeze, I got side tracked doing something else hence getting timed out so that is my fault!!

Date of experience : December 02, 2023

Southdowns travel insurance

I have used Southdowns travel insurance for several years now. They are easy to contact. Very clear when talking to them. Excellent price.

Date of experience : February 24, 2024

I was connected to a real person.What joy!

I was connected to a real person very easily -- which is massively appreciated. He was very friendly and efficient. The whole transaction was smooth, easy and unstressful. I must emphasise how important it is as a customer to feel empowered in the transaction, by being able to engage with a human being instead of a chat bot or other totally frustrating platform.

Date of experience : February 08, 2024

What a shame you do not do any annual…

What a shame you do not do any annual policy for frequent users like me who are fit and over 70. But as ever, I obtain a quote on line, and then phone to discuss the matter, and you give excellent discounts. Your staff are efficient and helpful and your website user-friendly. Thank you very much

Date of experience : January 26, 2024

Efficient staff

Once I got connected to advisor the service was great. The help and advice around options were very clear. A knowledgeable and helpful staff member which is why I renew with South downs rather than search comparison sites

Date of experience : February 17, 2024

Absolutely dire

Absolutely dire! Due to serious illness I had to cancel travel plans and 3 months later I am still trying to get a refund. It is impossible to speak to anyone in the UK - god alone knows where the phone call is routed but after making repeated calls the line is always impossible to hear or understand whoever you speak to in whichever country they are. AXA/Southdown do not publish a UK phone number and even with the power of Google it's impossible to phone a UK call centre. I have supplied all of the required information, as requested, by email and each time there is a delay of several weeks before they ask for exactly the same information again. Simply not good enough. I expect that there will the the usual standard response from Southdown/AXA saying that they are sorry - but this is not what I call customer service and I will ensure that I avoid using them ever again.

Date of experience : January 02, 2024

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 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: [email protected] Phone: 01737 815227 Once again, we thank you for sharing your feedback. Kind Regards Southdowns/AXA Partners

Southdowns travel insurance covered our medical needs

Southdowns insurance was great. It was easy to talk to their customer service staff and they cover our existing medical needs so that's wonderful. Really easy to order. Haven't left for our trip yet but hopefully wont need to use it but always good to know everything is covered.

Date of experience : November 13, 2023

Fantastic travel insurance ✈️

Great single or multi trip travel insurance provider. Very customisable and can be tailored to travel needs and cover requirements. Cost is very good and always use Southdown for our travel insurance. Communication is very good and all documents and support services details are provided.

Date of experience : October 02, 2023

Easy and straightforward to renew my…

Easy and straightforward to renew my annual travel policy. The advisor dealt with my request in efficiently. Do not have to wait long in a call queue

Change to Annual Renewal

Needed to make a change, agent was very helpful with clear explanation

Date of experience : March 11, 2024

Excellent engagement with staff member…

Excellent engagement with staff member who was very knowledgeable and flexible in response to my many questions. Good result in the end too. Thank you

Date of experience : January 29, 2024

Exceptionally good insurance site

Found Southdowninsurance on a search engine site. Found the right travel insurance policy that was easily tailored to my exact requirements. Will certainly be using Southdown again.

Date of experience : January 09, 2024

3rd time I have used Southdowns

3rd time I have used Southdowns for travel insurance over the last 2 years and once again, they are the best value for money. Easy to arrange, and straight forward online purchase, thank you.

Date of experience : January 16, 2024

Excellent service

My wife and I booked our travel insurance through Southdowns Insurance. Shona (hopefully spelt her name correctly) was extremely helpful and is a credit to this company. We will definitely use them again for our next trip in January.

Date of experience : October 19, 2023

Competitive quote and good service

Very easy to do my renewal for annual travel insurance. Phoned and spoke to someone quite quickly. Helpful person who got me best deal. Good range of products to suit requirements and budget. I have used this company for a few years now and they will continue to be my default company.

Date of experience : October 30, 2023

Southdowns Travel Insurance

Have been using Southdowns Travel Insurance for a few years now. Found on Compare the Market, but now go direct. Simple to apply and very reasonable prices. Have 2 weekend trips coming up and covered both with Southdowns.

Date of experience : November 07, 2023

They are really unhelpful company who don’t allow you to upgrade your policy. Customer service don’t appear to actually read emails before replying. To follow up on your reply, I didn't feel it hadn't been read, rather it hadn't been read as you wouldn't have detailed the 14-day cooling off period as it was clearly past that. Another example of poor customer service.

Date of experience : November 21, 2023

Thank you for your feedback. We are sorry that you feel our communication had not been read. Our initial reply to your communication confirmed that we are not always able to provide upgrades or extensions to existing policies midterm as these are subject to the eligibility criteria of our insurer, AXA. We also advised that If we were unable to provide an upgrade or extension, we could discuss alternative solutions. We are sorry that we were unable to meet your expectations on this occasion due to the underwriters’ criteria and that the alternative option presented did not meet your travel insurance needs. Thank you for the time taken to share your thoughts. Best wishes Southdowns Sales and Service

Suggested companies

Admiral insurance, insurefor.com.

Southdownsinsurance   Reviews

In the Money & Insurance category

Visit this website

Company activity See all

Write a review

Reviews 4.5.

5,032 total

Most relevant

Lady on the phone was super helpful and…

Lady on the phone was super helpful and very polite. Got a super priced policy

Date of experience : 09 February 2024

Competitive travel insurance offers

Competitive travel insurance offers. User friendly website - clear and helpful. Easy to complete application and prompt issue of policy.

Date of experience : 03 November 2023

Straight forward

Straight forward, responsive, focused, gave me what I needed really quickly.

Date of experience : 15 November 2023

Very quick and easy to understand

Very quick and easy to understand, reasonably priced and easy form to complete

Date of experience : 30 December 2023

Had previously used them for travel…

Had previously used them for travel insurance. Had the cover I required at a cheap price. Easy to get

Date of experience : 09 November 2023

Value for money

Value for money, although price has increased due to a few existing conditions

Date of experience : 16 November 2023

Terrible claim processing

Like most travel insurance providers, Southdowns does the thing of selling you travel insurance but subcontracts the actual service of dealing with a claim to another company. I was aware of this from the beginning and checked the reviews of the other company which at the time seemed > 3.0/5 and I figured that'll do. I then had reason to file a claim due to missed baggage and well, I submitted the claim in May 2023 and after many calls and a lot of my time speaking to customer reps, I was told the claim will start to be processed just now (December 2023). I was told they noticed a fault in their systems that affects some customers in November but they didn't make any of the customers aware of it. They are idly waiting for claimants to call them up and they would then manually unblock the faulty accounts. To be clear, this is a mistake on their end and yet it is my time that has been substantially wasted, with apparently no accountability for them and no compensation for me. So while I understand it is common practice for insurance companies to subcontract the claims processing, I think Southdowns deserves a negative rating as they should keep track of who they subcontract to and at the end of the day, I paid Southdowns for my travel insurance service.

Date of experience : 07 December 2023

Reply from Southdownsinsurance

Dear Customer, Thank you for your feedback, We are sorry to note the difficulties encountered. Southdowns is an insurance intermediary that arranges insurance contracts between the customer and the insurer, all claims and emergency assistance services are managed by AXA Travel Insurance on behalf of the underwriter Inter Partner Assistance (SA). 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: [email protected] Phone: 01737 815227 Once again, we thank you for sharing your feedback. Kind Regards Southdowns/AXA Partners

It was very easy to get insurance…

It was very easy to get insurance cover, I can't put any other comment.

Date of experience : 06 November 2023

Very easy to fill in the form online

Very easy to fill in the form online, great service and my go to insurer for holidays.

Date of experience : 18 October 2023

Great service

Great service, my renewal all sorted. Very friendly

Date of experience : 29 January 2024

Renewal again

As previous calls, staff are always helpful and polite. I have to call for medical screening, always done in professional manner.

Date of experience : 01 November 2023

Efficient and quick as was the case…

Efficient and quick as was the case last time I booked.

Date of experience : 01 March 2024

Buying travel insurance online…

Buying travel insurance online shouldn't be difficult and with Southdowns it wasn't. A faultless process from start to finish.

Date of experience : 14 October 2023

Antiquated booking system

The booking system messed up my details because the policyholder and the cardholder were different people, meaning I received an incorrect policy. I couldn't change it in time, so had to cancel it, and then when I tried to request a refund, they wouldn't allow me because the cancellation request was made before the start date of the policy.

Date of experience : 27 October 2023

Thank you for your feedback, It does sound as though your policy application was subject to an auto fill error which occurs occasionally when booking online. If your policy cancellation request was made within 14 days of the policy purchase date and prior to the planned trip departure date, please contact us [email protected] marking your email FAO THE DUTY MANAGER in the subject field with full details in the body of the email including your policy number. Kind regards Southdowns Sales and Service

It was very easy, just had to phone you to confirm my medical disclosure

Date of experience : 30 October 2023

Was extremely easy to find the right…

Was extremely easy to find the right policy for my trip. Website was very easy to navigate.

Date of experience : 18 January 2024

Extremely helpful

Extremely helpful, knowledgeable, polite. and dealt with my query very quickly.

Date of experience : 10 October 2023

The person I spoke to over the…

The person I spoke to over the telephone explained the policy to me really well and was really helpful

Date of experience : 13 October 2023

Ok price for the cover

Ok price for the cover and pleasant person on the phone that answered my questions clearly.

Date of experience : 12 January 2024

Excellent service

Fast processing and excellent price with extensive cover. Exactly what I was looking for.

Date of experience : 28 October 2023

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Southdowns Reviews

Southdowns covers over 110 sports and activities as standard and offers cover for pre-existing medical conditions.

• Service (2)
• Renewals (0)
• Sentiment Score: 0.6/10
• 4565 reviews found on websites such as TrustPilot
• Their Gold, Gold Select, Platinum and Platinum Select policies are rated 5 Star by Defaqto
• Cover 110 leisure sports and activities as standard
• 24/7 emergency medical assistance
• 14 day cooling-off period
• Policyholders have access to the Southdowns online Members Area
• Rated 5 stars by Defaqto
• Claims (6),
• Service (2),
• Renewal (0)

Slow Company And A Pain If Medical Insurance

• Recieved a response within 1-2 days after their service query was submitted
• Was neither happy or unhappy with their experience when they spoke to someone

Utter Disgrace For A Comoany.

• Recieved a response over 5 days after their claim was submitted
• Claim wasn't successful

Quotes our team received

Trip Details

7 nights in Spain

Single Trip Quote

Medical cover limit, cancellation cover limit.

Worldwide cover including USA

Annual Trip Quote

Compare southdowns travel insurance.

Southdowns offers single trip travel insurance and annual multi-trip travel insurance, so whether you’re heading off on a weekend break or a once in a lifetime adventure, you can find a policy that suits your needs. They also offer cover for pre-existing medical conditions, subject to acceptance.

Once you’ve selected a policy, you can choose from either Bronze, Silver, Gold or Platinum levels of cover. The benefit limits of each cover level are listed in the table below.

Managing your policy and making a claim

Southdowns makes it easy for their customers to view and download and view their policy any time, anywhere. Once you’ve bought a travel insurance policy, you can register your policy online and login to the  Southdowns Member’s Area  as many times as you like.

Southdowns travel insurance claims are dealt with by the AXA travel insurance claims unit. To make a claim, you need to fill in and submit an  AXA Travel Insurance claims notification  online. Alternatively, you can call them on  0345 873 4425   during their opening hours of Monday to Friday, 9am – 5pm to either register your claim or discuss the progress of your claim.

Frequently asked Questions

Southdowns currently provide two travel insurance policies; Single Trip and Annual Multi-Trip. Each policy has four levels of cover, including Bronze, Silver, Gold and Platinum. Each level has different benefits and is subject to different excesses.

Southdowns does not cover travel to a country, specific area or event which the Travel Advice Unit of the Foreign and Commonwealth Office (FCO) has advised against all travel or all but essential travel. For more information, visit the FCO website .

Yes. Southdowns does provide travel insurance cover for pre-existing medical conditions. However, this is subject to acceptance.

Southdowns do not provide a time limit for dealing with claims.

Travel Insurance Guides

Check out our insurance guides for more information