I had a damaged luggage with one of the wheels forcefully detached and with cracks at the bottom. I made my complaint with the airline and shared with AXA. I sent them the documents they required and photos of the damaged luggage to point out that I can’t use it due to it being 25kg and can’t stand on its own and a possibility of the cracks to get wider and eventually all my stuff coming out of it while traveling. They’ve declined my claim twice and they said it’s not covered on my policy which says - damage to suitcases (unless the suitcases are entirely unusable as a result of one single incidence of damage). Therefore, they expect me to travel back to London with this damaged suitcase not to mention the difficulty and stress. I wasn’t asking much as I need to buy a new one. You might be giving them 5 stars at the start because it’s quick and cheap but wait until you make a claim because they’re totally unreliable, useless and not helpful at all. Will be cancelling my auto renewal.