How AXA Partners is shaping the future of connected travel experiences
At AXA Partners, travel insurance is evolving. We believe protection is no longer limited to claims, it’s about supporting customers before, during, and after their journey, making sure they feel safe, connected, and empowered at every step.
Our ambition is clear: to become the leading travel companion, blending protection, services, and digital innovation. This vision reflects in our product roadmap: modular coverage, parametric payouts, climate-risk pilots, mental-health support, wellness, smart connectivity, and now, our first eSIM initiative, developed with Kolet.
As part of this transformation, we sat down with Alastair Crossley, Global Head of Travel Solutions, who shares how eSIM illustrates AXA Partners’ broader strategy to reinvent travel protection.
What motivated AXA Partners to integrate eSIM technology into your travel insurance solutions?
Alastair Crossley: At AXA Partners, everything starts with the customer. When you travel, connectivity is the very first layer of safety and comfort. Whether you need to find your way, book transport, or simply tell your family you’ve arrived safely, communication is key.
Traditional roaming is expensive, confusing, and sometimes unreliable. With eSIM, we provide instant access to local networks the moment customers land. It’s fast, seamless, and perfectly aligned with our mission to deliver convenience, safety and peace of mind.
By embedding connectivity into our insurance journey, we strengthen our role as a true travel companion.
How does the eSIM service enhance the overall customer experience compared to traditional roaming options or SIM cards?
A.C.: eSIM offers what travelers want: simplicity. No more swapping physical SIM cards, no more fear of overcharged roaming. Customers activate their coverage in minutes, in up to eight languages, and stay connected across 190 destinations. It means they can use our medical teleconsultation, emergency assistance, or policy documents effortlessly. Ultimately, eSIM brings peace of mind from the very start of the journey.
What partnerships or infrastructure were needed to deliver global eSIM coverage while maintaining high service quality worldwide?
A.C.: We believe great customer experience comes from strong partnerships. That’s why we selected Kolet, a European connectivity specialist whose values align with ours: service quality, simplicity, and a customer-first mindset. Kolet’s technology aggregates multiple networks in each country, automatically selecting the strongest signal. This ensures consistent data speed and reliability for our policyholders. We complement this with real-time monitoring and optimisation tools, giving us the ability to maintain a high-quality standard worldwide.
How does eSIM fit into AXA Partners’ broader innovation strategy for travel?
A.C.: eSIM is only the beginning. It’s the first step toward a larger connected travel experience we are building. Our product innovation roadmap already includes parametric flight and weather protection, delayed luggage services, mental-health support… We see a future where customers access insurance, connectivity, telemedicine, emergency assistance, and additional services seamlessly. It’s a powerful illustration of the direction we’re taking: anticipating needs, delivering customer-first solutions, and shaping the next generation of travel protection.
What differentiates AXA Partners from other travel insurance providers?
A.C.: What sets us apart is the way we use our expertise to shape solutions that truly matter. Our ambition extends beyond mere protection: we aim to deliver a proactive, innovative, human-centered travel experience. That’s our differentiator, and eSim is tangible proof of this new direction.
It is much more than a feature, to me, it marks a pivotal step in AXA Partners’ mission to redefine travel protection built around real customer needs. It reflects our commitment to empowering travelers with seamless digital solutions that foster confidence, freedom, and security. At AXA, protection goes beyond claims: it's about enabling safe, connected, and memorable journeys. With innovations like the eSIM, we are not just adapting to the future of travel - we are creating it!