0.1% (105) negative reviews to sales
Average on Squaremouth is 0.2%
5 stars
600
4 stars
196
3 stars
79
2 stars
44
1 star
61
Detailed Ratings
Customer Service Before Trip
Customer Service During Trip
Customer Service During Claim
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TOTAL SALES
74,167
Since 2015
MONTHLY SALES
625
Average Monthly Sales Since 2015
REVIEWS
980
Since 2015
Overall Rating
4.23 out of 5
Overall Rating 4.23 out of 5
980 Reviews Since 2015
Customer Reviews for AXA Assistance USA
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We submitted a claim and got this perfunctory letter before we heard back from anyone other than a robot email.
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3 out of 5 people found this review helpful
Rating 1 out of 5
Policy:
Gold
Review Received:
January 12, 2022
Unhappy with AXA from NY
Verified Squaremouth Customer
THREE WEEKS and NO RESPONSE to complete claim!1
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7 out of 7 people found this review helpful
Rating 4 out of 5
Policy:
Platinum
Review Received:
January 12, 2022
Coretta from IL
Verified Squaremouth Customer
The representative seemed unsure about my question regarding a delay with receiving my COVID-19 PCR Report in a timely manner which is a requirement to board any aircraft departing from Ghana. Therefore, I missed my flight on January 3rd and had to pay for another COVID-19 PCR Report only to experience extreme delay by 2 days flying with United Airlines due to a staffing shortage with its crew members. Therefore, I plan to file a claim citing trip delay. Thank you
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3 out of 4 people found this review helpful
Rating 5 out of 5
Policy:
Platinum
Review Received:
January 11, 2022
Carol from NY
Verified Squaremouth Customer
Because of the sudden and rapid increase in omicron cases we decided to postpone our trip. Thus far AXA Assistance USA has been responsive, cooperative, and has assisted in rescheduling the period for which the policy will be effective.
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5 out of 5 people found this review helpful
Rating 5 out of 5
Policy:
Platinum
Review Received:
December 17, 2021
Jason from OH
Verified Squaremouth Customer
Obtaining coverage through square miles was far less painful than any other methods of researching the various providers. I ended up making a travel delay claim, and the basis for my claim was somewhat unorthodox. Instead of incurring meals, taxi, and hotel expenses after my flight was delayed, I chose to rent a vehicle so that I could drive home from JFK to Cincinnati. I was originally frustrated, because I concluded that AXA denied substantially all of my claim. I only received a check for $20 or so. After waiting on hold for a covid-reasonable-time of 20 minutes, I learned from the representative that the other check, encompassing full payment of the requested items, was lost in the mail. They ultimately paid for everything I requested and had documentation for. However, there are two things that would make the experience far better. It would be desirable to have an online portal that one could use to determine the status of the claim. In my case, it took far longer than the 30 days declared would be necessary to adjudicate the claim. I had to call several times to inquire about its status at week 6, 8, and thereafter. Secondly, if they are able to receive funds for the premium amount via credit card, they should be able to disperse the claim amount via credit card, paypal, venmo, or other electronic means as well. This would obviate "lost" check issue. All that being said, they covered the peril that they said they would cover, they accepted reasonable and somewhat irregular documentation, and they did not deny my claim. You will likely have a favorable experience with this or a similar policy from the same provider.
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15 out of 15 people found this review helpful
Rating 5 out of 5
Policy:
Platinum
Review Received:
December 11, 2021
Freddie from HI
Verified Squaremouth Customer
Easy to reach and great customer service.
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2 out of 4 people found this review helpful
Rating 1 out of 5
Policy:
Platinum
Review Received:
November 17, 2021
Joan from MN
Verified Squaremouth Customer
AXA has been difficult at best to deal with in filing our claim. After weeks and weeks, it is not yet completed. They did not respond to emails. They kept sending emails saying they did not get our information when they had. Finally called them and all they could now say is that it’s under review.
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18 out of 18 people found this review helpful
Rating 3 out of 5
Policy:
Silver
Review Received:
November 15, 2021
christine from OH
Verified Squaremouth Customer
Didn't feel like my question was really answered well
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1 out of 2 people found this review helpful
Rating 3 out of 5
Policy:
Platinum
Review Received:
November 6, 2021
Cheryl from OH
Verified Squaremouth Customer
I'm still trying to file a claim. Everytime I call I'm told I'll get my claim forms within a couple hours via email address but never do. Why is this happening? I have confirmed with every phone call my contact information is correct but then I'm mislead in believing claim forms are being sent to me. I will never purchase a policy with this company again.
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10 out of 10 people found this review helpful
Rating 5 out of 5
Policy:
Platinum
Review Received:
November 5, 2021
Timothy from MT
Verified Squaremouth Customer
We fortunately did not need this insurance.
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0 out of 6 people found this review helpful