Reviews, Sales, and Service Ratings for
AXA Assistance USA

This questionnaire comes at an opportune time as I tried to contact customer service several times after returning from my trip.

prior to trip I researched and contacted a provider, AXA Assistance USA, that appeared highly rated. I was appreciative of talking to an agent prior to my trip and subsequently getting a travel policy that would be helpful in case of health issues.

during the trip I developed severe bronchitis from high environmental pollution levels due to vehicle traffic and airborne sand from windy conditions. I initially went to a local hospital and found the conditions lacking compared to a USA facility. as bronchitis condition did not stabilize i contacted the AXA Assistance USA help number and explained my condition to the agent (bronchitis, local hospital, not acceptable conditions, etc.) hoping to get directions to English speaking network of trained care providers.
all the agent said they could do is provide a list of hospitals or clinics to contact. I had already done this through the USA embassy website.
there was no mention from agent of the health support features of the policy I purchase such as "network of trained English speaking doctors", "USA doctors to follow up and recommend diagnosis and treatments" etc. etc. I came back 2 weeks early from this trip due to the bronchitis condition and necessity to get good health care.

I am thoroughly displeased with the support claims that were made concerning this policy vs. actual experience.
firstly i am requesting a refund of the policy amount. secondly i will be researching if there is a government agency or similar civilian organization that exists where a complaint can be filed.

Very helpful in confirming coverage questions, and easy to contact.

Very good while requesting for Travel insurance

Very difficult to file a claim through the insurance that I bought. They are only open Monday through Friday until about 5 pm and then I tried to file a claim online and was unable to. I would not buy travel insurance again from AXA.

An easy process, with stellar response time and content from AXA. I’ll definitely use AXA again for future trips.

The travel insurer asked for information to support our claim which we did. They then asked for two more pieces of information, one we had already provided and one we immediately provided. Then they asked for more information. I told them we had already provided everything they had originally asked for and told them we would file a complaint with Squaremouth. Within 48 hours they approved our claim without additional information.

Took quite a bit of time to process. Asked for better copies of a couple of documents which were a bit blurry which was fine. Also told me that I still needed to send info that had already been sent so apparently did not look carefully as what I had forwarded. Did fully pay claim as required so that was great!

I was very pleased with how personal and helpful my customer service experience was