Reviews, Sales, and Service Ratings for
AXA Assistance USA

Plane for international flight was overbooked. Due to COVID-19, I had to travel to California to get to Asia. I got offloaded from flight due to being oversold. AXA would not pay out a single dollar for my hardship. Wasted $150 on this insurance policy and lost over $1,000 due to their BS

The policy paperwork specifically said to call them to make any date changes. I called and waited on hold an exceptionally long time, only to be told that I was required to send the request by email. I was leaving in less than 24 hours, so that wasn't an option. The agent took all my information over the phone, then told me again that I'd have to send an email.

So I did. They did respond in time, but instead of updating my paperwork, they just said "we made the changes." I had to ask again for an updated policy. It was frustrating, time consuming, and nerve wracking.

The trip was cancelled and we have rescheduled. I contacted AXA Assistance and got the policy moved to the new trip.

I called numerous times left a voicemail when I finally got in touch with someone. I wanted to verify the details of the insurance I purchased. The agent wasn’t hopeful. In the end I had to make another purchase for another travel insurance policy. Waste of money. I would use this company again

Was disappointed that we could not extend coverage as a result of the trip being extended unexpectedly. Will never purchase this again from AXA.

AXA did not honor the policy terms do pay for a claim that arose from a quarantine imposed by a governmental authority. From the denial of the claim it is obvious that AXA uses whatever excuse it can make not to honor the claim.

No feedback because I have just started the claim process.

Good for peace of mind. Would purchase again.

Purchasing was rather easy online, and I selected Cuba with ease. When I spoke to customer service they were helpful, but I’m rating it low because I had to wait for an extremely long time. I had to call several times before getting through. My worst experience was when I was in Cuba and got stranded due to a sudden cancellation of flights. I called the number using Skype, because in Cuba communications are very limited and calling from my phone was not feasible, due to restrictions. It would be 3 dollars a minute even for toll-free. When I reached an agent finally, they told me that due to regulations they could not help me in Cuba. I continue to ask for more clarification, but the agent hung up on me. I gave up on trying to contact anyone other than sending a couple of emails. Finally when I got one response, it was many days later. It’s very important that when we purchase policies for particular countries, if we cannot get emergency assistance, that needs to be explicit. I have yet to file a claim and hope that that experience will be more positive.

EVA Air broke the entire zipper off a piece of our luggage last Summer in 2019. They kept giving me various documents about them not covering the damage caused to zippers. AXA would not consider this claim because the EVA people would not explicitly state that they exclude coverage for zippers. Nothing was done and AXA closed the case.