Friendly,helpful service and very reasonable price. Never claimed so couldn't give top rating as not experienced what claims would be like but overall happy with company.
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Third time I’ve taken out their cover and luckily didn’t have to use it! They consistently come out near the top for value and cover. Great price for someone who has pre-existing medical conditions to... See more
I called to update medical history- and spoke with Nikki (?spelling) She was incredibly helpful, professional, kind and understanding. Gave me lots of options. Have been with Southdownsinsurance fo... See more
It is now three years that I have been insured with them. I only ever had to put one claim through and have to say it was not handled well to start with. However, customer service and management inter... See more
Company details
Information provided by various external sources
Southdowns Insurance services Ltd is a General Insurance Intermediary located in West Sussex. We are licensed and regulated by the Financial Conduct Authority. Our authorisation allows us to arrange and assist in the administration of non-investment insurance contracts. You can check our entry on the FCA website at www.fca.org.uk. We currently provide sales and service support for an International General Insurance Intermediary but also offer our own products underwritten by within the AXA group. Our sales and service agents are experienced, knowledgeable and efficient, dedicating equal time and attention to service and query calls as they do to quotations and sales opportunities. We aim to provide a service that we can be proud of and one that we would wish to receive if calling or e-mailing into the office ourselves.
Contact info
77-79 High Street, BN44 3RE, Steyning
- 01903 255659
- jane.bason@southdownsinsurance.co.uk
- southdownsinsurance.co.uk
4.4
Excellent
6K reviews
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Replied to 100% of negative reviews
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This company treats people very cruelly. Stay away.
Edit as of 04/04/2026. My hospital are now persuing legal action against me. I have reached rock bottom and no-one is replying to my attempts at contact.
Please stay away from this company. They have damaged my mental wellbeing and left me in a lot of debt that they had assured me they would be covering.
Dreadful.
I am here again to write a review. I am still awaiting settlement of my insurance claim.
I have been told for the 3rd time that my details were under the wrong record and at this stage I really don't understand what's going on.
The thing im most concerned about is the effect this has had on me mentally. And the complete disregard from the company regarding this.
I was assured my case was escalated - there has since been zero progress.
I had a phone call with someone called George who was so lovely and promised multiple times he was going to call me back - he never did.
I submitted a 2nd complaint. This is still in progress but as its for the same issue as before I am not hopeful.
I have finally escalated to the Ombudsman and this is not what I wanted to do.
The stress of all of this is very overwhelming. The hospital will take action against me as my bill is unpaid. I have communicated this so many times to the company and they just do not respond. Or tell me it has been escalated.
The outstanding settlement is over 18 000 dollars and so is not money I have in my pocket. The company is a joke. Please avoid at all costs.
March 26, 2026
Unprompted review
Reply from Southdownsinsurance
Dear Customer,
We are very sorry to hear that you remain dissatisfied and thank you for taking the time to provide further feedback, your feedback has been escalated to AXA for action.
Kind regards,
Southdowns
Sales and Service
Great cover great price
March 25, 2026
Worst service ever
I had to claim due to cancellation due to illness, my daughter claimed for canellation due to my illness.
I can honestly say this my worst ever experience I've had with any insurance company for any type of cover. There were issues around supporting information:
Duplicate information.
Lost emails
Irrelevant information
Delayed payment
Being told contradictory information.
It took 15 weeks to settle the claim, at one point during a £3000 claim they were quibbling over £3.50.
I filed a complaint which was upheld, for which I was paid £50.
I'd never use them again
March 20, 2026
Unprompted review
Reply from Southdownsinsurance
Dear Customer,
We are very sorry to learn of your claims 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.
We understand that you formally registered a complaint, which has now been upheld, and that your claim has been settled.
Once again, we thank you for sharing your feedback.
Kind Regards
Southdowns/AXA Partners
I have used this company before.
I have used this company before.
Easy to fill in forms.
Price reasonable.
No fuss.
March 19, 2026
Great UK based customer service
Great UK based customer service, easy to call, super professional, helpful, polite and friendly. An exceptionally easy and positive experience all round for receiving a quote, taking out or adjusting travel insurance.
March 17, 2026
A quick quote with a no nonsense and …
A quick quote with a no nonsense and easy to navigate page.
March 16, 2026
It was quick and easy
It was quick and easy to do thought it would cover was good for price
March 14, 2026
Terrible experience
Having bought a policy for peace of mind. It has been a terrible experience trying to both claim back for out-of-pocket medical expenses we incurred when my husband needed urgent emergency surgery. As well as trying to get the company to book return flights and extend our hotel booking, when we needed to delay our return. There is no online number to call (i.e. whatsapp) so the cost of phone calls was extortionate. I frequently got cut off and so had to go through security again and again and each time got a new member of the team, so they had to read all the notes. At one stage, they even talked about moving hospitals (really handy when your husband is in agony and needs EMERGENCY surgery). Everything took so long, and in the end, that is why we ended up paying for treatment. Not sure, I expected travel insurance to work this way, but apparently this is standard. I thought because this was underwritten by AXA it would be a good reliable policy. How wrong could I have been. My husband's surgery was on the 16th Jan and here we are in March with no end in sight of our claim being paid.
January 16, 2026
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.
We can confirm that all claims and emergency assistance services are managed by AXA Partners.
We have asked a member of our Senior Duty Manager team to escalate this to AXA.
Kind regards
Southdowns
Sales and Service
Very happy with the customer service…
Very happy with the customer service operator (cannot remember her name )
She was extremely helpful and efficient.
Thanks for great service
March 9, 2026
Great experience
Great experience. Forgot the ladies name but she was quick and efficient. Told me what was going to happen with amending my policy and then it was all done.
Great!
March 7, 2026
Quick & Easy by Phone
Getting a quote from South downs Insurance was a good experience. The representative was very pleasant, knowledgeable and thorough. It wasn't long before my insurance was sorted and the policy emailed to me.
March 6, 2026
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