Reviews, Sales, and Service Ratings for
AXA Assistance USA

I submitted my claim with full documentation 19 days ago and haven't received any feedback on the processing or completeness of my claim. AXA did confirm receipt, but nothing beyond that almost 3 weeks later..

My wife broke her hip in Costa Rica and had to have a hip replacement. ACA enabled us to move from public hospital where few spoke English to a private hospital where most of the staff did speak English. They were very helpful.

The claims process was less helpful. We were told 39-45 days to payment. It was right at 90 days. The biggest issue was lack of communication. I called and after over an hour on hold, left a message which was never responded to. An email asking for information and noting the delay received a less than helpful response.

There reason was due to high volumes of claims.

I am pleased the claim was paid in full, but unhappy with length of time and responsiveness.

I needed to extend my trip by one day because of airline schedule changes, and the AXA representative made the change, wrote a new letter to to update my policy to meet Philippine requirements, and did it for no extra charge. And, she was very pleasant about making the change for me.

I submitted my claim on 2/5/22. it is now 5/7/22 and I haven't heard back from AXA regarding my claim. I don't understand why I have not heard back, even to say that the claim is under review. Please contact me to complete my claim.

Filed claim 4 - 5 weeks ago and all I've received is a computer generated email stating they are somewhat overwhelmed, please be patient.

We have been very busy and have not addressed some questions that have emerged from AXA. We thought we had submitted a complete claim.

Now we are trying to answer the questions that have been posed.

I needed proof of coverage for Covid so I called before my trip and was sent an email immediately to prove my Covid coverage. Fortunately my trip went as planned so I did not need to file a claim but it is definitely worth the money to have the peace of mind that everything is covered. I will use Squaremourh again for my next international trip.

Absolutely terrible customer service experience. I filed my claim in January, after my flights were canceled and delayed. I did not even hear back until March! The message--delivered two months later--was garbled and incoherent. The amount of reimbursement was left blank, and the larger portion of the claim was denied, without a clear explanation of why. This is NOT what I expected when I paid over $2,000 for a policy! To date, no human spoke to me or emailed me. My calls haven't been returned, and no adequate explanation had been given. The denial "letter" simply quoted from the exclusions language of the policy but offered NO explanations as to why the exclusions purportedly applied. Extremely disappointed in the "services" offered.

The coverage is potentially a scam, and it should not be offered through this platform. The AG's office should perform a thorough investigation both of their untimely response rate and the woefully inadequate, unsupported, blanket denials.

Great service, outstanding policy, will purchase from you again.

Thank you very much,

Kind regards,

Alan Northrup

We changed our original trip to a much less expensive one and, while AXA allowed the change and continued coverage, they did not rebate any of the premium.