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Call Customer Service for information about the processing of your claim.

  • For the rest of the world dial through operator and request a collect call at +571 319 0402 option 2-1-7.
  • For Colombia call at +571 319 0402 option 2-1-7.

If you want to know the suggested documents to process your claim, click on the desired format:

Suggested documents for Personal Accident Policy Travel

A. Accidental Death / Dismemberment

  • Claim Form Formal letter of complaint signed by each of the beneficiaries.
  • Civil Registration.
  • Death authenticated.
  • Copy of the identity card of the insured.
  • Copy of the accident report issued by the competent body
  • Act of the removal of the body.
  • Beneficiaries: photocopy of the identity card of the beneficiaries authenticated

B. Medical / Dental Expenses

  • Formal letter of complaint.
  • Mandate signed by the insured.
  • Report made by Alarm Center on the service requested.
  • Copy of the identity card of the insured.
  • History and/or health care epicrisis.
  • Copy of invoices which discriminate medical expenses.

C. Baggage delay compensation

  • Formal letter of complaint.
  • Copy of the identity card of the insured.
  • Mandate signed by the insured.
  • Copy of ticket and copy of the delivery ticket to the airline baggage.
  • Certification of the airline where authenticate luggage transport delay.
  • Original receipts/invoices for the purchase of items and reasonable personal use basic to lost luggage.
  • Report made by Alarm Center on the service requested.

D. Lost luggage compensation

  • Copy of the identity card of the insured.
  • Mandate signed by the insured.
  • Certification of airline certifying the permanent loss of baggage.
  • Copy of ticket and copy of ticket delivery of luggage to the airline.
  • Report made by Alarm Center on the service requested.

E. Flight Cancellation or Delay

  • Formal letter of complaint.
  • Copy of the identity card of the insured.
  • Mandate signed by the insured
  • Copy of travel ticket.
  • Certification of airline where authenticate the flight delay.
  • Original receipts/invoices of expenses for lodging, food and transportation for the delay of departure.
  • Report made by Alarm Center on the service requested.

F. Trip Cancellation

  • Formal letter of complaint.
  • Copy of the identity card of the insured.
  • Mandate signed by the insured.
  • Documents confirming the reasons for trip cancellation (If death: civil registration of death of the insured medical certificate in case of hospitalization of the insured; Legal Summons; medical certification when the insured has been quarantined, or certification when the insured suffers a burglary or fire involving property or your travel companions).
  • Report made by AXA on the service requested.

For Customer Service information in the the rest of the world dial through operator and request a collect call at +571 319 0402 option 2-1-7. For Colombia call at +571 319 0402 option 2-1-7.