Reviews, Sales, and Service Ratings for
AXA Assistance USA

Originally I insured myself for something I didn't need coverage for. I called to make a change just a day or 2 before we planned to leave and the change was made quickly. I was notified that the refund had occurred while I was in the first week of my trip.

Didn't need to use insurance, so my review doesn't help others

Apparently there is a huge difference between “interruption “ of a trip and “cancellation “ of a trip. The former pays $100 a day for 5 days max. The latter reimburses you for the costs you incur while trying to get restarted on your trip. Of course AXA wants to claim every trip is “interrupted “ and not “cancelled”.

I was in north east Argentina with confirmed flights back starting on a Tuesday. The flights were cancelled approximately 10 times in total over 3 days. I made it to Buenos Aries and a hotel. AXA continued attempting to get me on any flight to the USA. I paid for an extra day and meals in N.E. Argentina at a lodge and then 1 night in the LOI Hotel in BA plus 1 meal. I finally got home at midnight 3 days latter. I also incurred extra costs for a caregiver taking care of my wife (I did NOT claim those costs).

The flight I was placed on was confirmed at 2:20 am for a 7 am takeoff. I hired a driver and made to Aerolineas Argentine Airlines, Business Class or no seat, with 60 children under 7 whose parents ignored them for most of the flight. I got home from my CANCELLED TRIP and filed a detail claim. No response as of this morning.

Thank you for taking the time to provide a review of your purchase. We appreciate your comments and continually use customer feedback to improve our products. We have received your claim and it is under review. Please feel free to reach out to our customer service team at any time with questions at 1-855-327-1430 or by email at ustravel@axa-assistance.us. We hope you will consider us again for future travel.

My experience before my trip was good easy to find the insurance and felt fully covered when abroad.

My grandson became ill during a trip to Peru. We took him to a local clinic. To accomplish direct payment from axa to the clinic, we called and had the axa people speak directly to the doctor. After about 30 minutes of questioning by axa, they agreed to a guarantee of payment. Axa followed up with us re our grandson's condition. We believe payment has been made. We subsequently filed a claim for payment for the cost of the phone call, and have received notification that we will be paid. We have not yet received this payment.

I believe there should be a number to call collect from outside the US to avoid the need to file a claim. I believe the axa people spent an excessive amount of time questioning the doctor regarding his plan of treatment. We were fortunate that the doctor was extremely patient, although there was some communication difficulty because English was not his first language. If he is licensed in the country of treatment, the guarantee should not have been so intrusive. He could easily have demanded payment from us directly and left it to us to get reimbursed.

Despite the hassle, I feel the service provided by axa was very good and I would use them in the future for trip insurance.

Thank you for taking the time to provide a review. We appreciate your comments and continually use customer feedback to improve our products. In all medical services (regardless of whether they require guarantee) it is always our first concern to review the adequacy of the provider, facility and treatment plan to make sure that you are safe. Your health and safety comes first! Our medical staff was not confirming whether a guarantee would be sent, but making sure you were in good hands and treated according to appropriate standards of care. We apologize if that wasn’t immediately clear. Regarding your payment, the check was sent on September 5th so you should be receiving it within the next week. We hope you will consider us again for future travel.

Will use again and recommend.

I am completely disappointed in the extraordinary lack of response to my claim. The response time between emails and phone calls is unacceptable. My claim is still not complete.

Thank you for your feedback. We apologize for any difficulties you may have experienced regarding the response time and requests for additional documentation. Our customer service team reached out to you again to clarify the required documents so we can expedite your claim. We appreciate your comments and continually use customer feedback to improve our services. We hope you will consider us again for future travel.

Thank you for posting a review of AXA Assistance USA.

We apologize for your negative experience.

A member of our Zero Complaint Team will contact you to discuss this further.

Please contact us at 800-240-0369 if you have any questions, we are happy to help.

I have been very pleased with your product. I have had a claim in the past and it was handled promptly. Your prices are competativer!

My experience with AXA Assistance USA was terrible. I submitted a well documented claim for close to $2,600 after a trip to Vietnam and Cambodia (trip was in February 2017, claim was submitted in March 2017). My original flight was canceled, causing me to have to buy three additional plane tickets, lose two days of the tour, and lose a nonrefundable night in a hotel. After much back and forth and much arguing and the people at AXA Assistance mincing words, I my final settlement was $400. I was traveling with 4 other people - they submitted exactly the same claim as mine to 2 different companies. They were all reimbursed IN FULL, and quite quickly. We all paid the same amount for our insurance.
These people were impossible to deal with. I was never allowed to talk to the same person twice. They were often reading from scripts to try to explain why they were denying my very clear claim. Why else do you buy travel insurance, if not to be reimbursed for extra expenses when things go wrong?
This company is despicable. If I could give them zero stars, I would.

Thank you for posting a review of AXA Assistance USA.

We apologize for your negative experience.

A member of our Zero Complaint Team will contact you to discuss this further.

Please contact us at 800-240-0369 if you have any questions, we are happy to help.

I contacted AXA Assistance to make some changes to my policy. The person I spoke with was very helpful. I received email confirmation from AXA a few hours after I spoke with the representative confirming the changes.

Thank you for the kind review! We are delighted to know you’re happy with your purchase and had a good customer service experience. We appreciate the opportunity to provide coverage for you and look forward to providing travel protection for all of your future endeavors!