Reviews, Sales, and Service Ratings for
AXA Assistance USA

Like most insurance companies these day, buyers should beware of thinking they are purchasing coverage for risk they my occur on their trip only to find there is NO coverage when really needed. After going through this twice I recommend travelers consider self-insuring their travel because in the end this is what you end up doing anyway. Save the premium.....

My first application for a Thailand Pass was turned down because they said that my insurance policy did not meet Thailand Covid requirement for the test and go pass. I contacted AXA and was told the policy did meet requirements.BY the time I resubmitted my application Thailand had stopped the TEST AND GO program and I was forced to cancel my trip. I should have my $126 cost of this policy refunded. Than you, Dennis Boxrud

I am worried that my claim won’t be paid and I can’t get in touch with claim department

It is virtually impossible to find someone at AXA to help with my lost luggage claim. To make matters worse, I submitted a lost baggage claim, only to be sent a 'Trip Cancellation' form from AXA. My claim has nothing to do with Trip Cancellation. I have tried calling multiple times to get an agent on the phone to discuss my claim and to find out what else I may have to submit to support my claim (ie how do I submit my receipts?) but have been on outrageously long holds. Not at all pleased with AXA Assistance.

Long hold times to speak with agent (~45 minutes plus)
Told different information with each contact re: claim
Told that claim forms would be emailed but did not come through x2 requiring repeat calls with long hold times
Policy was misrepresented when sold to me. Example, trip interruption (150% of trip cost which would have been $9600 and was listed on policy as such) but in details, limited to $100/d with max of $3200 and the $3200 max was not listed on policy)
I will never use AXA travel insurance again. Unfortunately I had another travel claim about 3 years ago with a different company that was excellent.
AVOID AXA or READ THE POLICY CAREFULLY (This is different than the one provided by Squaremouth when you purchase the policy and available from AXA itself)
Disappointed!

We're about to file claim from our trip! but we've got no assistance thru claiming process even a form!

It was rejected. I will never use this company again. What a waste of money. They made me fight with Turkish air who rejected the claim.

I had no pre -departure interaction with AXA Assistance, so question needs a bit of re-wording. There was no problem with them in terms of customer service. The problem was that the SquareMouth rep who sold me the insurance told me that AXA would be able to extend my policy. They can't. Unfortunately, you don't get the policy document until after you purchase so it's not something that I could have even double checked. I trusted that the SquareMouth rep, when she told me AXA could extend for whatever period I needed, knew what she was talking about. I counted on that and that statement was specifically why I only bought one month's initial coverage. I was travelling because of a death in the family so didn't have a set expectation of how long I needed coverage for. This put a huge amount of extra stress on me while I was already in a stressful situation. Then, when I found out and tried to contact SquareMouth, couldn't get anyone on the phone. It wasn't until a day later that I got a call back. Even AXA tried to call SquareMouth while I was on the phone with them (tried to transfer) and they couldn't get the call picked up. Insurance is supposed to help prevent stress. The mis-information and then lack of ability to talk to someone in a reasonable time frame was awful business practice. I would never, ever buy from SquareMouth again.

I had one question prior to trip departure. They answered quickly.

Trip was cancelled. Deferred insurance policy until next year.