⏱ You have 30 days from cancellation to request a refund — don't wait
Claims handling

Refund request

Before submitting your claim, take a minute to gather the right documents. A complete claim is settled faster.

30
days to act
·
You have 30 days from cancellation to submit your claim. Gather all the documents first: an incomplete claim slows down or reduces the refund.
·
!
The refunded penalty
is the one applicable
on the day of the event
📁

Take a minute: find all the documents you need

Select the type of claim below and tick each document as you find it. When the list is complete, send everything in one go on the AXA Partners portal.

1 Select the type of claim
2 Gather the documents
3 Submit the claim online

Step 1 — Documents

What you need for your case

Select the type of claim and tick the documents as you collect them.

Cancellation, interruption or late arrival Storno Travel

  • Document proving the reason for cancelling or changing the stay/trip
  • In case of illness or injury: medical certificate stating the date of onset, specific diagnosis and days of prognosis — or the Emergency Department report
  • In case of hospitalisation: complete medical records
  • Document proving the family relationship with the person involved, if other than the insured
  • Stay/trip contract and applicable cancellation penalty conditions
  • Booking confirmation detailing the penalties charged
  • Proof of payment of the cancellation penalties
  • Documentation of unused and non-refundable stay costs
0 / 8 documents collected
Remember: the refunded penalty is the one applicable on the day the event occurred, not on the day of cancellation. Cancel as soon as the event happens — waiting increases the penalty without increasing the refund.

Transport delay Travel

  • Travel ticket or official communication from the carrier with the scheduled departure time
  • Document showing the actual departure or arrival time
  • Written statement from the airline about the delay and any refunds already granted
0 / 3 documents collected
Compensation: €80 for the first 8 full hours of delay, a further €80 for each additional 8 full hours. Valid for one claim per policy only.

Medical expenses refund Outdoor

  • Medical documentation issued on site (medical certificate, Emergency Department report or medical records)
  • Original receipts for medical expenses incurred
0 / 2 documents collected
⚠️ Warning — urgent assistance: for services such as medical transfer or organised repatriation, contact the Operations Centre first: +39 06 42 115 840 (24/7). Without prior contact the services will not be provided.

Limits: up to €1,000 in Italy · up to €15,000 abroad · fixed deductible of €50 per claim.

Theft, bag snatching, robbery, fire, damage Outdoor

  • Report filed with the local authorities with a detailed list of the items involved
  • Documentation proving the value, brand and model of the stolen or damaged items
  • For damage during air transport: Property Irregularity Report (P.I.R.)
0 / 3 documents collected
Limit: €750 in total · max €150 per single item · all electronic/photographic equipment counts as one item.

Delayed baggage delivery Outdoor

  • Property Irregularity Report (P.I.R.)
  • Airline ticket and baggage tag
  • Original receipts for essential purchases
0 / 3 documents collected
Refund: up to €150 for essential purchases · applies after a 12-hour delivery delay.

Third-party liability Outdoor

  • Written claim from the other party quantifying the damage
  • Any written witness statements
  • Description of what happened, including the consequences and the details of any witnesses
0 / 3 documents collected
Important: do not admit liability or promise compensation before contacting the insurer. Limit €250,000 · deductible €500 per claim.

Refund of sports passes, lessons and equipment Outdoor

  • Document proving the reason for stopping the sports activity
  • In case of injury: medical certificate or Emergency Department report
  • Original pass and purchase receipt (ski pass, excursion pass, etc.)
  • Payment receipts for sports lessons and equipment hire
0 / 4 documents collected
Equipment lost during a flight: requires the airline's P.I.R.
Rescue (helicopter, sled, ambulance): limit €2,500 · Passes and lessons: pro-rata refund up to €1,000.

Step 2 — Submit your claim

Documents ready? Submit now.

The online portal is the fastest way. Alternatively, you can send everything by post.

AXA Partners claims portal

Upload your documents directly online — available 24/7, with immediate confirmation.
Or by post: Inter Partner Assistance S.A. – Travel – Via Carlo Pesenti 121, 00156 Roma, Italy
Certified email (PEC): ipaassicurazioni@pec.it

📋 File a claim online 🔍 Check claim status

Useful contacts

Claims handling contacts

For questions about documents or the refund process.

🆘

Urgent assistance (Outdoor)

+39 06 42 115 840

Operations Centre 24/7
Call before incurring medical expenses

✉️

BookingCare support

info@bookingcare.travel +39 0463 72 12 05 WhatsApp: +39 366 25 61 995
🌐

Online portals

File a claim (AXA) Check your claim (tripy.net) AXA Partners Italy
📮

Claims office — post

Inter Partner Assistance S.A.
Via Carlo Pesenti 121
00156 – Roma, Italy

📄 Information about the insurer

Inter Partner Assistance S.A. – General Representation for Italy · Via Carlo Pesenti, 121 – 00156 Roma
Tel. +39 06 42118.1 · PEC: ipaassicurazioni@pec.it · www.axapartners.it

Registered office: Brussels – 7, Boulevard du Régent · AXA Partners Group · Register of Insurance Companies no. I.00014 · Ministerial Authorisation no. 19662 of 19.10.1993 · VAT no. 04673941003

Complaints and Insurance Arbitrator

Any complaints must be submitted in writing to Assiglobal S.r.l. · Via IV Novembre, 45 – 38027 Malè (TN) · reclami@assiglobal.org

Reply within 45 days. Please state: first name/surname/address of the complainant, persons involved, policy number, description of the facts with supporting documents.

If you receive no reply within 45 days or are not satisfied, you may contact:
IVASS – Via del Quirinale 21, 00187 Roma · www.ivass.it
Insurance Arbitrator (Arbitro Assicurativo) · www.arbitroassicurativo.org