Reviews, Sales, and Service Ratings for
AXA Assistance USA

The trip began a week earlier than originally planned, and the agent was able to extend the coverage for the new dates.

I needed to make changes the day before my trip. I couldn't get AXA on the phone, but I sent an e-mail and got a quick response twice. They did everything I asked, and quickly.

We had a phone stolen - which apparently is not covered, which i think is **** - if it happened to you, you'd think insurance covered it, but sure as ****, this probably happened so many times that to cover losses, you made it an exclusion, which in this world, the things that are most likely to go wrong, are not covered, which is the essence of what insurance is for, for travel, (in addition to the unthinkable), so im a bit T'd that the coverage didnt include phones. when making the exclusion list, it should be easily and clearly indicated along the purchase of the product.

No comment

NO comment.

Contacted AXA
2 different times during their business hours. During my trip an opportunity arised to travel to Tasmania. Reading the policy it indicated I could contact the office about changes. It specifically did NOT clearly state that absolutely NO changes are possible thereby this is my disappointment. The office stated that once I departed no changes are possible. The person indicated that all travel insurance is the same - no exceptions. I called a second time to request if I could extend the return date. Absolutely not was the reply. Interestingly I contacted a travel insurance company which my son had a policy with. They extended his policy. They said had I originally taken a policy out with them they would have extended the policy. It was misleading of AXA in their written policy to contact their office if changes are needed. It needs to read that NO changes are permitted even if you contact their office. I wasn't going to fly 16 hours from Australia to purchase another travel policy to then return after flying another 16 hours to continue with an opportunity to travel with friends to Tasmania. Inflexible staff and misleading writing in the policy will insure that I will never purchase from AXA again.
I bought a health insurance plan for the additional 2 weeks to cover my time in Tasmania. How can you turn down an opportunity to see Tasmania?

When my husband was hospitalized a week before our 2 week trip to Greece I had to cancel, based on the recommendation of two doctors, so I contacted AXA immediately. I promptly received an e-mail advising me what paperwork I needed to submit in order to file a claim. I filed the paperwork within a week after my husband was released from a 5 day stay in the hospital. AXA states that it takes 30 days to review a claim. I did not hear anything for a month and then a few days later I received two checks in the mail for both my husband and myself. Payment in full to reimburse us for the cancelled trip. There was never an issue with the claim at all. Needless to say, I was thrilled that it was resolved so promptly. If I Could give them more than 5 stars I would!!! I had seen that AXA received 5 stars, but not one person who rated them had filed a claim so it didn’t make sense that they could rate them so highly. I made a claim for a large amount of money and I can give them 5+ stars from personal experience! It is nice to do business with an insurance company that provides such great service. We are going to London in December and I am purchasing insurance through AXA once again, and hope I don’t have to use it! Well worth the price!

During our trip, my boyfriend was robbed at gunpoint and had over $300 dollars taken from him. I had called AXA Assistance USA to file a claim and they told me that my policy did not cover "lost cash" and would not be able to help me. I was very upset because the cash was not "lost" it was taken from him at gunpoint. I told customer service that we have a police report for verification. They were still reluctant to help. The person I spoke with just told me that he was sorry he could not do anything for us. This is very frustrating because I would have never bought a policy through this company if I would known there were so unhelpful to us in such a tragic moment. AXA Assistance USA had great ratings which is why I purchased their policy however after dealing with them, I will never purchase with them again.

The ability to select the risk you want to insure against with variable pricing is much better than through a one size fits all from a travel agent.

I very much appreciated being able to change my travel dates for coverage due to a typhoon which caused my trip to be cancelled by the airlines and rescheduled for 3 weeks later.