Reviews, Sales, and Service Ratings for
AXA Assistance USA

Their support isn't great. It takes a few days just to get a receipt of email and took over a week to get a claim form back from them.

Great service with easy application

The outbound portion of our trip to Valencia, Spain was plagued with multiple airline delays and cancellations and rebookings. One cancellation and rebooking in Redmond, Oregon led to a missed connection to Amsterdam and Valencia in Seattle. Then the rebooked flight to Amsterdam and Valencia was cancelled. We arrived in Valencia two days late. On arrival my wife's suitcase was lost and arrived two days later damaged beyond repair.
On February 23rd I contacted AXA Assistance USA by phone about filing a claim. My initial impression was distinctly unfavorable. I was on hold for 15 or 20 minutes before getting to talk to a claims specialist. When I described or ordeal, he told me without any rationale that it sounded more like a delay than trip interruption claim. I asked him to send a claim form. He said he would look into doing so and needed to put me on a brief hold. After 15 minutes of holding, I hung up. The claim form arrived by email. Upon examination AXA's documentation procedure seems rigid and in some cases unworkable. For example, they will not accept official paid invoices for primary trip expanses like airline fares or AIRBNB charges. Additionally they want receipts for additional expenses incurred during delays, but in some cases it had been easier to pay cash. At this point I think it is very likely that I will have to ask Squaremouth to get involved to enforce their 100% satisfaction guarantee. I am trying to assemble the voluminous documentation required by AXA and plan to file a claim within the next few days. I will let you know how that goes.

Fast resolving the claim !!!

My trip was delayed. I called AXA and left a voice mail so I could learn if I can change the dates on the policy. No one ever returned my call.

I called before our trip to ensure my understanding of our to use our policy in the event of an emergency while traveling. During I trip I had a minor issue that I needed to see a doctor about so called to ensure that I followed the right process in case the cost was excessive. The cost of the doctor visit was so low that I did not file a claim, however, the agent I spoke with was very helpful (in both cases referenced above).

Will have further feedback after filing claim

I canceled the trip due to illness. They will not refund me.