Reviews, Sales, and Service Ratings for
AXA Assistance USA

When I was paying the premiums everything was just fine. Great service, very attentive and very pleased and happy to get my money.
Got dreadfully ill on the ship and I was not allowed out of the room. A bad flu strain ruined my entire trip..Started with a bad cold and into a major influenza with fever, chills, ..the works. Went to ships doctor and he helped me and it cost $385.00. Could not eat or drink and today is 1/11 and I still am weak and achy. Have been to my doctor and was told it might take a few more weeks to feel normal.

I figured, no problem, paid a fortune for insurance, certainly there will be no problem.. Called and they want me to jump through all kinds of hoops, contact and fill out medicare documents to affirm that they might pay. EVERYBODY KNOWS, Medicare does not pay your doctor bills if you are out of the country (which I was).

Panama Canal trip Dec 19- Jan 4. ( Travel with Alan). I am really pissed that they are jacking me around when I make a claim, My booking # was HLMVXN.

Make it right and I will not tell the entire world that your ship is a floating Petri dish with bacteria laden ship

Sandra Gerston
480 948 4746

I thought the overall coverage was excellent but the cost was higher than I would have expected but then again I did have my 87 year old mother with us so that could have added to the higher costs.

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 hope you will consider us again for future travel.

This may be true of any insurance company when initiating a claim. I would have been at a loss had I not brought and kept all of my invoices, booking information etc. All of this information was necessary to make a proper claim. In order to get a letter of guarantee for the Bumrungrand hospital in Bangkok I needed my doctors name and contact information back home so AXA could contact them to rule out pre-existing condition issues. I would only suggest that all of that information be provided the carrier in advance. When you are in pain as I was it was very difficult to deal with these administrative issues. All I wanted to do is get better and not be stressed with whether or not my insurance would provide for my medical needs and evacuation. As it turned out once all of the information, booking number, flight numbers doctors reports from family treating physician were provided I was taken care of superbly.
So what I saying, insurance companies should have all of that information in their file so that when the emergency arises they only need to contact the ship doctor or the hospital doctor and review his or her report and take action, with as little involvement as possible from the patient.

Thank you for your feedback. We apologize for any difficulties you may have experienced in filing 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 and wish you a speedy recovery.

When I submitted a claim for a cancelled trip, I received an email stating "Please allow 30 days for a coverage determination." After 30 days and no response I called Customer Service and was told I had to allow 30 business days (not the same thing). On the 31st business day I again called Customer Service and was told they were still processing my claim but would get back to me in 48 hours with a status. After 48 hours and no response from them I called Customer Service once again. They said they would expedite my claim and would contact a supervisor. Later that day I finally received an email stating I would receive a payment check in 10-15 business days which I did in 6 business days. I ended up receiving what I expected from what I thought was a simple claim that took much longer than it should have.

Thank you for your feedback. We apologize for any difficulties you may have experienced in filing a claim. We appreciate your comments and continually use customer feedback to improve our products. We hope you will consider us again for future travel.

I bought travel insurance for a 5 week trip I was taking. I had no issues needing my insurance until I arrived home. My luggage did not show up in the baggage claim area. I reported to the baggage claim desk. They gave me some paperwork to fill out, and told me that most lost luggage is eventually found. When I got home, I called AXA Assistance and spoke to Ernesto. He checked my policy and told me what I was entitled to while my luggage was missing, and sent me forms to fill out in the event that my luggage was not found. I was very pleased with how helpful he was. The next day, I received an e-mail from the airline telling me that my bag had been located. They shipped it to me by FedEx. When I was sure the contents were still there, I sent a thank you e-mail to AXA Assistance. My feeling was that, if my luggage or some of its content had not arrived, the insurance would have covered that loss.

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

I didn't have to use it, so I couldn't test that out. Other than that, they had what I needed at a good price.

Thank you for your feedback. We are happy to hear you 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!

Never really know how good your product is until you have a claim...so hard to rate.

Thank you for your feedback. We are happy to hear you 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!

Quick service. Easy to talk to.

Easy to work with AXA Assist.

Thank you for the 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!