Reviews, Sales, and Service Ratings for
AXA Assistance USA

I have filed a claim related to a theft incurred during the trip. Depending on how this is processed and what is covered I will have have additional feedback

I had a question right after I purchased the insurance. When I called customer service the representative answered all my questions and settled my concerns. In Senegal i actually saw a sign for an AXA insurance representative. My trip was challenging but I never needed the insurance. It was reassuring to have it though.

I am appalled by the poor service I have received thus far from AXA Assistance USA. The length of time to process a claim and respond to inquiries is absurd.

I was very disappointed that I was unable to extend my coverage because I extended my trip abroad. This should definitely be something that your company offers

I will be filing a claim soon.

Contacting AXA while outside the US is next to impossible. We were traveling without cellphone access. We needed to contact AXA regarding trip interruption. We sent an email and also used the contact us format on the AXA webpage and still have not received a response after 11 days. We ultimately used Facetime to contact relatives on the West Coast who in turn called the 800# at AXA. I listed on a separate phone while they interacted with AXA. I am now back in the US and am waiting on a claim form. I find it interesting that you must send an email to get a claim form and then you get the 'we are busy' response. This is poor claim service on the part of AXA and nothing about my interaction to date would cause me to want to purchase their travel assistance coverage in the future.

We were in Longyearbyen following an Artic Cruise. There was a SAS pilot strike. We called AXA, the representative answered quickly and initiated a claim. He said someone would contact us in 6 hours to answer questions about what we could claim. No one responded. We received a message from AXA asking if we had been assisted. We responded we never heard from a claims assistant or received a claim firm, We received a claims form . Other travelers called their emergency number and got travel booking Assistance. Our representative initiated a claim with a number but no one contacted us or assisted us.

I haven't heard back about the status of my claim yet.

Can not rate policy purchase experience until claim is closed. Thank you for your help. Traveling with the Platinum coverage gave really peace of mind.

It was very easy to cost compare policies and get one we thought was best for us. The language in the policy seemed clear. Our initial interaction with a claims person was very positive. The second interaction was a bit of a surprise in that the new person gave our only option for filing a claim through the website portal. This portal was in fact a series of eight pages asking us to re-create our information that we have previously given to your company and doubtless you have stored. These eight pages are then requested to be sent by US mail or the forms emailed, but that will involve filling them out and scanning them. Both options are likely in my experience to be lost or delayed, and seem like a tactic to delay claims adjustment. I did like the 30 day guarantee for service, but are there teeth to that claim? I wish we could file the claim over the phone for simple claims.