AXA faces backlash over handling of customer’s medical repatriation

AXA has come under fire for its handling of a customer’s medical repatriation following a severe injury sustained abroad.  

The insurer is accused of disregarding medical advice and pressuring the family of Jane Rubens, a 73-year-old British citizen who remains in a coma in the United States after being hit by a vehicle while on holiday.

Jane’s daughter, Cat Rubens, took to Twitter/X to criticise AXA Partners’s approach, highlighting the travel insurer’s alleged failure to act in her mother’s best interests.  

The details as alleged by Cat Rubens 

Jane was involved in a road traffic accident on 1 November when she was hit by a vehicle while crossing the road in St Louis, MO, USA.  Jane, who has undergone multiple brain surgeries, including a craniectomy, is currently in a critical condition, with neurologists advising against repatriation at this stage.   

4. Here’s some recent photos of Jane (with her face covered). As you can imagine, the past few weeks have been hell for me and my family. We are out in America, trying our best to support her. pic.twitter.com/4dC5lUQYJN

— Cat Rubens (@catrubens) November 25, 2024

Rubens, who holds power of attorney for her mother and who is a senior associate solicitor in the human rights department for law firm Leigh Day, alleges that AXA Partners insisted on repatriating Jane back to the UK by Wednesday 27 November, despite clear medical advice against it. 

Typically, patients are recommended to wait 6 weeks after serious brain surgery before flying to minimise risks like bleeding. Documents reviewed by Claims Media confirm that AXA Partners set a date of 25 November for repatriation, stating that they had found Jane was “fit to fly”.

“We received advice from multiple neurology experts, including the neurosurgeon in the USA, that it would not be in her long-term best interests to fly her back to the UK at this acute stage of her injury,” Rubens stated in a 25-part Twitter/X thread.   

Tight timelines and lack of consultation   

The family was allegedly given an ultimatum by AXA to agree to the repatriation by the afternoon of 24 November or face the withdrawal of medical expense coverage in the US. Despite Rubens informing AXA of a planned consultation with US neurologists on 25 November to discuss the risks of travel, Rubens claims that the insurer refused to grant more time.   

Rubens also accused AXA of significant communication failings during its repatriation process, reporting that the receiving hospital in Scotland had yet to receive Jane’s scans or medical records, and there had been no contact between the treating US hospital and the Scottish facility.  

Rubens also alleges that AXA’s medical team lacked neurology expertise and had not consulted with specialists at either hospital.  

“This already hellish situation has been made immeasurably worse by AXA’s approach,” Rubens posted. 

Growing public pressure   

The story has sparked significant public interest on social media, with many expressing outrage at AXA’s handling of the case. Rubens’ Twitter/X thread has reached 4 million views and over 43,000 likes at the time of reporting. 

This incident raises broader questions about how insurers balance medical advice with cost considerations in international repatriation cases, especially for patients with life-threatening injuries. 

At the time of writing, Jane remains in the USA. Commenting on the case, a spokesperson for AXA said, “We are sorry for the distress Ms Rubens and her family have experienced when making a claim and we sympathise with their situation. 

“We have spoken with Ms Rubens’ family and will remain in contact with them over the coming days to support them. Our medical team and Ms Rubens’ treating doctors will agree the best course of action going forward. 

“We are considering all available options and the welfare of Ms Rubens and her family remains our priority.” 

Image: @catreubens on X 

Josie Geistfeld Josie is an editor for Claims Media. She welcomes feedback, comments, and opinion at josie.geistfeld@barkerbrooks.co.uk