Reviews, Sales, and Service Ratings for
AXA Assistance USA

I paid for the AXA Platinum plan (their highest tier plan), and purchased exactly the coverage I needed.

I was unfortunate enough to have my bags delayed TWICE during my trip (the first time over a day, and the second time over a week...didn't get it back until I was home in the US).

Despite filing a very thorough claim, with supporting documentation, this company took their sweet time to process my claim, and gave me a really hard time in the process. In all, it took 2.5 months to finally get paid out, and they barely paid half of what I claimed.

Just to put it in perspective, every time you send an email, you get an automated reply saying "allow 15 BUSINESS DAYS for a response"...EVERY SINGLE TIME YOU REPLY!!!

I paid for insurance that would provide $600/pp, or $1200 for delayed bags. My claim for 2 separate delays totaled approx $1160, and I was lucky to walk away with $682. I am sorry, but when you pay for insurance, and you have a legitimate claim with supporting documentation, it should not have to be a battle to get the money you are owed. You should not have to contact the insurance provider OVER AND OVER again, repeating the same facts that you emailed weeks ago. You should not be promised it's being worked on, then find out a week later no one has made progress, and your notes from the last conversation are gone. You should not have to work hours on end providing proof like you are on trial. You should not be denied portions of you claim for EXPENSES THAT WERE A DIRECT RESULT OF YOUR BAGS BEING DELAYED.

To top things off, my second delayed bag, I only claimed $54 for some clothing and daily care items...DENIED. Why? Because they considered it a "RETURN JOURNEY". That flight had nothing to do with my return trip, I was simply traveling by plane to the next city on my Italy trip. Just because it was on the tail end of the trip, they considered it a return flight. Even though I had proof of my return flight in my original documentation packet....they missed it....and since it was already denied I would have had to file an appeal in writing by mail....prolonging this ridiculous experience even longer...over $54. Moral of the paragraph: After your initial outward journey, if you plan on traveling between cities by plane, don't count on the insurance to cover your bags anymore.

It is already a horrible enough to have delayed bags ruin your trip. Insurance is meant to make these kinds of events cost and headache free. Instead I wasted months of my time fighting for protection I paid for. I probably wasted more of my valuable time than I was paid out in the end.

Last time I waste my time and money on travel insurance. AVOID AXA Assistance USA, they are terrible.

We were very pleased with our experience with AXA, thus far. They were very helpful and seeming concerned when we need them in our last night in Lisbon. My husband need to go to the emergency room and they were very helpful. The called twice to see how things were and if we needed anything. We will consider this company again for travel insurance.

Claims process was unnecessarily painful. I understand that providers may not be able to get back to you right away, or that you may have to provide additional documentation after the initial claim. But MY GOD was the claims team horrible. They kept sending me auto generated emails, ( when they bothered to write back, which was about 3 weeks after each attempt by me to reconcile their issues. After trying to send documentation that I thought they needed, and continually getting rejected via a gibberish auto generated email, and I have to email 3 TIMES, finally threatening 1 star reviews all over the internet if they didn't have AN ACTUAL HUMAN write an email, or make a call, and explain to me IN ENGLISH what needed to be shown in the additional documentation.

After they finally called me, it was quite simple...the AirBnB documentation did not formally say that my room was non refundable. Fine, no problem, I get that, but it took us 3 MONTHS to get to that point b/c of their unwillingness to engage with me at all up to that point.

Once the 5 minute convo took place, it was simple to get them what they needed. Then of course another 1 month long wait, for god knows why.

So 2 stars for actually paying...eventually...after unnecessarily wasting my time all summer.

Affordable premium for travel insurance, customer service responded very quickly to questions and my claim was settled in a fair amount of time and in the full amount. Will definitely buy another policy next time I travel!

Nice competent staff.

Tried to contact AXA on a Sunday and could not get through.

The claim was just mailed to you

My daughter was on a university language learning program in Morocco. When she was traveling back to the airport the shuttle or mini bus that was to pick her up was involved in a minor fender bender and was late to the university to pick her up. We had to buy her new airline tickets in order for her to travel back to the US because she failed to get n her flight even though she was at the airport an hour before departure and the airline insisted that they need 2 hours arrival before departure. The claim was filed in June. The underwriting has refused to issue the claim because they want proof that the bus was involved in a minor traffic accident. There is absolutely no was for the girl to get that information from a foreign country at this stage. This is an unreasonable request.

Asked for refund for cancelled trip due to medical illness problem for me and my wife. Submitted supporting documents as asked to do, and received reimbursement for trip costs in full (up to limit of policy) within 3 weeks. No problems. In our experience they performed as expected and worth the cost of the policy!