AXA Assistance Claims Centre Ltd in London

I took an AXA travel insurance but the night before my departure i was sick of acute gastroenteritis and has to cancel my holiday. I put a cancellation claim and was assured that a claim form and medical certificate forms will be sent the following day. 13 days had passed and no forms, so I called AXA to request the form and was assured that I will get it by email in the 2 minutes. Days had passed and not form. Seems AXA making it difficult for me and i can assume that they refuse to pay my claim. I would not touch this insurer again, not if it is the last Insurers on this planet!