I had a routine 'wellman' check 13 Oct 06 and my GP discovered a slight murmur on taking my blood pressure. He was not overly concerned but suggested an Echocardiogram as a routine check. Asked if I should travel he advised he had no concerns with me travelling. Consequently, we booked flights on 24 Oct for skiing in 07. I attended for an Echocardiogram on 14th Nov and this showed a severe aortic anurism requiring surgery. Obvioulsy we claimed the cost of cancelling our flights on our American Express Platinum travel insurance, underwritten by AXA.

AXA refused on the basis that the circumstance for needing to cancell were known before the booking. I appealed. The next refusal was that I was awaiting test results - however no test had taken place when the booking was made. I appealed and the next (final) refusal stated I was on a waiting list for a consultation or investigation - if this is a valid refusal then many people awaiting investigations must be unwittingly un-insured. Help?

H Michael Smith, St. Brelade, Jersey Channel Islands

I have an on-going dispute with AXA over their refusal to pay-out on a claim that we made when, due to rtraffic congestion on the M6, we missed our flight from Bristol to Venice.

When, the following morning, I reported that we had missed our flight I was instructed to obtain corroboratory evidence of the problems encountered. I was not told that I should try to take the next flight departing that evening. We did not attempt to take the next flight, believing we were covered by our insurance.

AXA made a mess of processing the claim. They gave responses that were inappropriate to our case; told us our claim was being processed for payment then, finally, advised us that as we had cancelled we were not covered!

A complaint to the FSO has hit a brick wall so we have asked the Ombudsman to review our claim.

The journey should have taken place at the end of March 2006.

Peter G Baker, Penrith, Cumbria

My luggage was lost by the airline (Delta) and never returned. My estimate of items lost was over £1,500 (I was away for over 2 weeks so most of the clothes I own were inside). The airline were only liable for £700 of this so I made a claim for the balance with Axa. My full and final settlement from them was received after 2 months and was £44.20. I have complained about this payout but no one from the complaints department has spoken to me and I have instead received letters stating that they are "dealing with the complaint". The service received from Axa is rude and unhelpful and the final payout insulting and in many ways malicious.

Joseph Groenen, Richmond, UK

I flew to Naples on27/6/07 on route to Capri and left my Chanel prescription glasses on the plane. I had no time to stop at the airport as private transfer to the ferry was in a hurry. The glasses were worth £300. M&S were my travel insurers, so I thought I would contact them when I got back. It turns out they are allied to AXA. I filled in the form for AXA sending my original travel insurance document, which they still have.B.A e-mailed me to say my glasses were not found in lost property. I did not have a written report, so M&S have just written 20/9/07 to say they will not be paying out. Ouch! Needless to say I will not use them again.

Angela Salisbury, Solihull, U.K

There has recently been a OFT report showing a cartel in supermarket milk sales. The same OFT should investigate the holiday insurance racket where a cartel of insurance companies operate to grossly overcharge people with illnesses that due to advances in health care don't cause them a problem.
Cancer is one problem where it is impossible to get cover; also conditions of the bowel which as long as medication is taken give no problem. Yet the insurance cartel gang together to grossly overcharge people to get cover.
Why have a health service when this is going to happen. The figures for claims should be exposed for all to see.

PETER MARTIN, East Riding of Yorkshire, UK

Our 30 year old daughter had a cardiac arrest on 5 July and we cancelled our holiday in Tuscany due to begin 25 July claiming for the illness of a close relative as detailed in our AXA Gold Insurance Policy. We have sent cancellation invoices, medical certificates, and bank statements. 3 months on we are still being told 'you will hear by the end of the week' -we never do!

Interestingly the medical certificate is clearly designed for a holiday party member who is too ill to travel and contains questions not relevant and therefore impossible to answer for a close relative who was never one of the holiday party anyway. I have pointed this out to AXA but have received no reponse despite sending a detailed letter to their complaints department.

PHILIP STOCK, KENILWORTH, ENGLAND