Reviews, Sales, and Service Ratings for
AXA Assistance USA

I am a returning customer with Squaremouth ,and i only shop and purchase my travel health insurance needs through Squaremouth as i found it is very easy and convenient. All necessary information to compare, choose , and purchase insurance is in one place .

Since I have no complaints about my experience with AXA I have no further comments.

The claims handling department did not look at what policy I procured and ask me to provide information which I should not need to. Also, my claim is for emergency medical expenses which is not complicated at all, however, it took 2 weeks to settle my medical expenses claim, amount circa USD50, which I think is unreasonably long.

I needed to be medically evacuated from St. Thomas USVI, and the AXA travel team dragged their feet for days before they would schedule an air ambulance.
I spent 7 days quarantined in St. Thomas with severe colitis, calling AXA every 2 hours asking for updates because otherwise they wouldn't provide any.
They were aware the treatment in St. Thomas was not adequate, but would not move my claim any faster. Horrible, horrible, service. I had to spend Christmas Eve quarantined alone, and Christmas day traveling home only to be re-admitted to a hospital at home due to lack of treatment in St Thomas.

This questionnaire comes at an opportune time as I tried to contact customer service several times after returning from my trip.

prior to trip I researched and contacted a provider, AXA Assistance USA, that appeared highly rated. I was appreciative of talking to an agent prior to my trip and subsequently getting a travel policy that would be helpful in case of health issues.

during the trip I developed severe bronchitis from high environmental pollution levels due to vehicle traffic and airborne sand from windy conditions. I initially went to a local hospital and found the conditions lacking compared to a USA facility. as bronchitis condition did not stabilize i contacted the AXA Assistance USA help number and explained my condition to the agent (bronchitis, local hospital, not acceptable conditions, etc.) hoping to get directions to English speaking network of trained care providers.
all the agent said they could do is provide a list of hospitals or clinics to contact. I had already done this through the USA embassy website.
there was no mention from agent of the health support features of the policy I purchase such as "network of trained English speaking doctors", "USA doctors to follow up and recommend diagnosis and treatments" etc. etc. I came back 2 weeks early from this trip due to the bronchitis condition and necessity to get good health care.

I am thoroughly displeased with the support claims that were made concerning this policy vs. actual experience.
firstly i am requesting a refund of the policy amount. secondly i will be researching if there is a government agency or similar civilian organization that exists where a complaint can be filed.

Very helpful in confirming coverage questions, and easy to contact.

Very good while requesting for Travel insurance

Very difficult to file a claim through the insurance that I bought. They are only open Monday through Friday until about 5 pm and then I tried to file a claim online and was unable to. I would not buy travel insurance again from AXA.