Many reviewers describe a fast, clear online buying process and helpful frontline staff who sort issues on the phone. Another group reports slow, poorly handled claims, repeated rejections, and hospital bills left unpaid. Some advisers are named and praised for fixing problems quickly. Overall, reviews split between smooth purchase and difficult claims handling.
Examples from available reviews (Apr 2022 – Mar 2026).
Claim was settled but AXA's claims handling was terribly slow and unprofessional.
“I waited almost 4 months for the claim to be settled”
AXA did not respond to a serious claim and payments remain outstanding.
“They owe the hospital over $4000, and myself over £1000.”
Clear wording, instant quote and a good price.
“Straightforward wording and instant quote and good price.”
Anca resolved the issue instantly with a very short phone call.
“Anca was very helpful and resolved my issue instantly.”
Several customers mention specific advisers who answered questions and resolved issues quickly in short calls. A separate set of reviews describes long delays, mishandled approvals, claim rejections, and incorrect medical advice during claims. Some also report wrong contact details and disjointed handling that dragged out resolutions.
Many reviewers say the policies are well priced and affordable for younger travellers. Some buyers call the cover good value for what is included but say they are waiting for claim outcomes to confirm the true value. Value comments appear in both purchase and usability feedback.
Users often describe an easy buying journey, clear wording, and instant quotes. Reviewers say the site is simple to navigate on both mobile and desktop. A few note there is limited information about policy extensions.
Customers say the policy wording is straightforward and the cover matched their trip needs at the time of purchase. Positive reviews point to clear inclusions and an appropriate level of cover for short trips. Only a small number discuss specific exclusions or extension details.
Before purchase and on the phone, communication is often described as quick and clear. Several claim-related reviews describe emails going unanswered, slow replies, and insensitive responses. One review specifically mentions hospital and personal payments still outstanding after poor communication.
Feedback shows a clear contrast between smooth buying and difficult claims. Positive experiences focus on easy online purchase and responsive frontline staff. Negative experiences focus on delayed or unresolved claims and weak follow-up.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Claim was settled but AXA's claims handling was terribly slow and unprofessional.
“I waited almost 4 months for the claim to be settled”
Client services staff assisted efficiently during a medical emergency.
“Great client service in a very stressful situation.”
Claim rejected repeatedly despite prior advice and slow, insensitive responses.
“This has been ignored in both our emails”
Received incorrect medical advice and experienced long delays and poor communication.
“I was then told I had to fly back to the UK to have surgery”
Claim approval was delayed, mis-managed and reimbursement took six months.
“They delayed approving the claim for over a week”
AXA did not respond to a serious claim and payments remain outstanding.
“They owe the hospital over $4000, and myself over £1000.”
Incorrect contact details and fragmented claims handling prolonged the process.
“they provided me the wrong contact details”
Staff were helpful advising on policy choice for working abroad.
“Both ladies I spoke too were great help”
Clear wording, instant quote and a good price.
“Straightforward wording and instant quote and good price.”
Anca resolved the issue instantly with a very short phone call.
“Anca was very helpful and resolved my issue instantly.”
Nicky acted promptly and resolved the request efficiently.
“Nicky was clear and quick with actioning my request”
A detail mistake was easily corrected by calling customer service.
“easily called and able to get details changed with no issues.”
Quick, easy service with clear communication.
“Quick, easy and got me what I needed.”
Easy process and good value, but extension information was lacking.
“Easy steps, well priced, a lot included.”
Easy purchase and good value, awaiting claims experience to confirm.
“It's also good value for what is covered.”
Process was easy and the reviewer would recommend.
“easy process, would definitely recommend!”
Purchasing was straightforward and the cover matched needs.
“All seemed quite straightforward to purchase”
Staff member Susie went out of her way to resolve the issue.
“Susie was an extremely helpful member of staff”
The website was easy and improved the overall experience.
“such an easy and simple website to navigate”
Affordable, easy-to-understand policies well suited for young travellers.
“Great services and at an affordable price.”
I recently purchased backpacker travel insurance from Outbacker Insurance for my trip around the world. The process was incredibly easy and straightforward - I simply went to their website, selected the level of cover I needed, entered my details and paid online.
What really impressed me was how attentive the customer service team at Outbacker Insurance were. When I had a question about specific activities that were covered by my policy, I called them up and spoke with a representative who was knowledgeable, friendly and happy to help.
Thankfully, during my travels nothing went wrong that necessitated me making a claim on my insurance policy. However having peace of mind in case something did go wrong made all the difference to my trip.
Overall I would definitely recommend Outbacker Insurance for anyone seeking comprehensive travel insurance for an affordable price when traveling as a Backpacker.
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Outbacker Insurance sells travel insurance to UK customers planning trips abroad. Customers can buy policies online and get instant quotes on the website. Policy documents set out cover details, including medical cover, trip cancellation, and baggage protection. Support is available by phone and email for buying policies, requesting documents, and submitting claims. The website also has FAQs and a purchase flow that works on mobile and desktop.