Reviews, Sales, and Service Ratings for
AXA Assistance USA

I filed my claim on 7/26 via email.

AXA acknowledge receipt of my claim forms on May 24. Since then the only resp0onse I received is that they have experienced a high volume of claims and are working on it. I have already been charged on my credit card by the car company and would dearly like my insurance payment to cover my expense. All they send me is what appears to be an automatic delaying message.

I purchased a policy from AXA for a multi-week trip overseas. Shortly after we arrived at our foreign destination, we needed urgent medical care. I emailed AXA Assistance on June 16 inquiring how to use the medical benefit/coverage after having problem dialing their phone number from overseas. I received their reply on July 26 when they replied to my second email related to filing a claim. So far as of August 10, the only response I received was acknowledge of receipt of claim submission. My claim hasn't even been logged into the "CBPConnect" portal due to the above outsourced-to claim processor is "currently experiencing an extremely high volume of claims". So, it was fast and easy to hand over my money to AXA, but the claim processor is a bottleneck to prompt claim pay out. Recommendation to other travelers: if you need claims paid before your credit card bill is due, good luck!

Also, when I was submitting my claim and documents electronically, the website asked for my other medical coverage and why I didn't submit the claim there. Well! I bought this travel insurance as my primary medical coverage during my overseas vacation, why would I submit to my medical insurance in the US?!

I didn't have any pre-departure interaction with AXA's team, but Square Mouth's website doesn't have N/A for selection.

It's been one month since I have filled the claim. But I have not received any further communication from AXA yet.

I had a question about my policy prior to my trip. I tried at least five times to reach AXA customer service but after waiting on hold at least an hour I was disconnected each time.

The 2nd week after arriving in Athens I became extremely sick with uncontrollable diarrhea and extreme fatigue. I twice entered a hospital, was treated w/ intravenous antibiotics and fluids and released only to twice within days resume symptoms. I was so sick I thought i would die. I requested a medical repatriation which my policy stated "iI got sick" AXA would and after a week I was denied. I subsequently was forced to repatriate myself at considerable expense. I filled 2 claims - one for each hospitalization - totaling over US$5,000 - on 16 June 2022 and 01July 2022 - which I assumed AXA reviewed and confirmed the validity of my medical claims, but as of today have not received any confirmation of a review.

In November 2021 I booked a guided Dolomites walking trip 7/10/2022 - 7/18/2022 . I made my first payment 11/9/2021 then contacted AXA and provided approximate dates of the time before and after the tour. I then planned the dates to include 2 days before the walking tour and 12 days after with a second trip to Croatia. I did not inform AXA of the further dates. That would be 7/19-29. Unfortunately I came down with Covid 6/30 and had to cancel the walking tour. I was able to complete the Croatia part of the trip. My question is if I am able to be compensated for the cancelled walking tour 969 EUR and 2261 EUR for the Dolomites walking tour. Scott Sunde

It was very hard to reach someone on the 24 hr service
I will file a claim, I got covid while traveling

Re policy #2341760 -- I will be traveling again in October to Italy and Germany. Must I purchase another policy or is this one good for a year?
Please advise...

Annette S, Kahn
streakya@gmail.com