Reviews, Sales, and Service Ratings for
AXA Assistance USA

We have used Squaremouth several years in a row; always great experience before, during, after the trip.

Filed several claims. No WiFi at the first "Airbnb" contrary to its advertisement. "AXA" rejected this claim. Will appeal it. No electricity at the second "Airbnb." The cost of securing new accommodations. Lost articles of clothing. One Doctor's visit. Still waiting on "AXA" for those. "AXA" is responsive. So is "Squaremouth".Will need "Squaremouth"'s help. My last resort is the California Insurance Regulator. I have been in contact with them. They stand ready to help.

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 and services. Your claim is currently under review. We hope you will consider us again for future travel.

Thank you for posting a review of AXA Assistance USA.

A member of our Zero Complaint team contacted you to discuss this further.

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

First time I used travel insurance and did it all thru customer service. She was very patient with my questions and we are going to use them again next year

Thank you for the kind review! We are delighted to know you’re happy with your purchase and had a trouble-free trip but were covered in the event the unexpected occurred. We look forward to providing travel protection for all of your future endeavors!

I enjoyed each employee I interacted with. I particularly appreciated the emails I received from them clarifying our talk and offering additional information.

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

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Thank you for the review. We appreciate the opportunity to provide coverage for you and look forward to providing travel protection for all of your future travels.

I was given a choice of how to send my claim info to AXA. I chose email. As it turns out, their system is incapable of receiving large files but the sender gets nothing back. They told me on their end they get a notice saying an email was rejected. If I hadn't followed up I would never have found this out. They also somehow got someone else's info attached to my file. Bottom line: I sent my doc to them on Oct 21 and received a check on Feb 10. I should have had it in November. They need to not have email as an option or they need to upgrade their system to allow for large files. This caused me a lot of extra work and much worry during a time I was already dealing with disappointment and an illness. I do want to say that everyone I spoke to was very pleasant. I just wish the process was as pleasant.

Thank you for taking the time to provide a review of your purchase. We are looking into your concerns internally and will address them. We appreciate your comments and continually use customer feedback to improve our products.

Had small claim of$100 due to a trip interuption. We provided documentation and an explanation but additional documentation was required that is unreasonable/impossible to get from the airlines (letter of explanation of the delay). Won't be using this company again.

Thank you for your feedback. We apologize for any difficulties you may have experienced in filing a claim. Your claim has been approved. If you have any questions, please feel free to contact us at (855) 327-1442. We appreciate your comments and continually use customer feedback to improve our products. We hope you will consider us again for future travel.

The airlines lost our baggage for three days on our flight to New Zealand. The claim is still being processed. This will probably take a few weeks longer.

Thank you for taking the time to provide a review of your purchase. We are still awaiting the airline’s documentation from you. Once that is received, we can finalize the claim. We appreciate the opportunity to provide coverage for you and hope you will consider AXA Assistance USA for future travels.

AXA was of zero use to me on this trip. AXA was just another problem. I will not purchase from axa again.

We appreciate the feedback you have provided. We are sorry to learn you weren’t completely satisfied with your purchase. In the future, you may call us so we may assist you in finding the best policy and benefits to fit your travel needs.

Our experience with AXA was poor at best. My wife fell and broke her arm near her shoulder socket on our second day of travel. We immediately contacted AXA travel assistance and opened an account. My wife had several doctor visits, an Xray, several prescriptions for medicines and an arm sling along with many taxis rides to the doctor's offices, pharmacies for prescription filling, etc. We keep receipts for all expenses but missed a taxis ride and one prescription totaling about $20 which AXA refused to reimburse. AXA did reimburse us for the costs we did collect receipts for.

Our problem with AXA was with coordinating our return flights to the US. They refused to allow me, her husband an upgrade with my wife to business class to accommodate her need to protect her arm and give her adequate space to prevent further injury. As she could not use her left hand and arm, she was not able to cut food, fasten seat belt and use restroom without assistance among other needs. This was explained to AXA in a letter from my wife's attending doctor, but they refused to allow me to travel with her in business class.

The process of getting my wife upgraded to business class was a fiasco. We started the process ourselves and after a week into our trip AXA told us to stop and only they could arrange her upgrade. We had two more weeks of our trip to go. We were in Madagascar and email was only available for us when we returned to the capital city of Antananarivo. Each time we would have email requests from different people within AXA to send them info another person had asked for in prior emails. This happened several times and appeared that AXA had no clue as to what our needs were.

As our three week trip ended and we were waiting for flight confirmation for my wife. AXA had sent us confirmation emails for my wife's flights but it took several responses as they were not getting the dates and flights correct even though our flights were the same, all we needed was an upgrade to business class for my wife. As we headed to the airport for our return flight to Paris we had heard nothing from AXA about confirming the upgrade of my wife for the Madagascar to Paris flight. We worked with Air Madagascar staff to find the upgrade for my wife but had not luck. My wife and I left Madagascar on the scheduled flight without hearing from AXA or receiving the upgrade to business class. Upon landing in Paris and checking our emails, AXA had sent us the confirmation of upgrades for AIr Madagascar and United flights. Absolutely useless for the Madagascar flight and too late for our ability to use the upgrade. She was able to use the upgrade for the United flight from Paris to SFO. This type of service is pathetic for a company that handles international travel and hasn't a clue that we were 12 hours ahead of them.

Additionally, I had a kayaking accident during a commercial river trip. My kayak flipped and lost my camera and binoculars into the river and they were not retrievable. I turned in a Loss of Personal Property claim and AXA denied the claim. I then appealed their finding and argued that their policy did cover loss of personal property thru accident. They eventually agreed and allowed me $500 for the $1800 loss of property.

We travel extensively around the world and have bought travel insurance many times. This is our first need to make a claim on an accidental injury and loss of personal property. Our experience was very poor, fragmented and seemed AXA staff did not know what others were requesting of us. They seemed to lack any understanding of the time difference between where we were travelling and their home office. Madagascar does not have WiFi everywhere and telephone service is spotty at best. This made it very difficult for us to stay in constant contact with AXA.

AXA's motto is "Redefining Service". For us that certainly makes sense. Poor service at best.

Thank you for taking the time to provide a review of your recent experience. We appreciate your comments and continually use customer feedback to improve our services. We will do a full investigation into your case to determine how we may better serve our customers in the future to avoid miscommunication.

Thank you for posting a review of AXA Assistance USA.

We apologize for your negative experience.

A member of our Zero Complaint team contacted you to discuss this further.

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