0.1% (107) negative reviews to sales
Average on Squaremouth is 0.2%
5 stars
621
4 stars
199
3 stars
83
2 stars
44
1 star
63
Detailed Ratings
Customer Service Before Trip
Customer Service During Trip
Customer Service During Claim
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TOTAL SALES
76,024
Since 2015
MONTHLY SALES
483
Average Monthly Sales Since 2015
REVIEWS
1,010
Since 2015
Overall Rating
4.23 out of 5
Overall Rating 4.23 out of 5
1,010 Reviews Since 2015
Customer Reviews for AXA Assistance USA
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We have rarely filed a claim and were pleasantly surprised with the results. Thank you for following up. We will continue to use your service to find travel insurance.
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1 out of 1 people found this review helpful
Rating 4 out of 5
Policy:
Platinum
Review Received:
January 9, 2025
Doan from CA
Verified Squaremouth Customer
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 .
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0 out of 4 people found this review helpful
Rating 5 out of 5
Policy:
Gold
Review Received:
January 6, 2025
Kathi from NH
Verified Squaremouth Customer
Since I have no complaints about my experience with AXA I have no further comments.
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0 out of 4 people found this review helpful
Rating 1 out of 5
Policy:
Platinum
Review Received:
January 2, 2025
Kwong from CA
Verified Squaremouth Customer
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.
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7 out of 9 people found this review helpful
Rating 1 out of 5
Policy:
Platinum
Review Received:
December 28, 2024
Christine from CA
Verified Squaremouth Customer
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.
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22 out of 24 people found this review helpful
Rating 3 out of 5
Policy:
Gold
Review Received:
December 7, 2024
Bruce from CA
Verified Squaremouth Customer
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.
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22 out of 23 people found this review helpful
Rating 5 out of 5
Policy:
Platinum
Review Received:
December 3, 2024
Glennon from FL
Verified Squaremouth Customer
Very helpful in confirming coverage questions, and easy to contact.
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1 out of 4 people found this review helpful
Rating 5 out of 5
Policy:
Platinum
Review Received:
November 28, 2024
Navin from NJ
Verified Squaremouth Customer
Very good while requesting for Travel insurance
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1 out of 5 people found this review helpful
Rating 5 out of 5
Policy:
Platinum
Review Received:
November 24, 2024
Joan from MO
Verified Squaremouth Customer
Super easy to explain claim, provide documentation and receive re-imbursement.
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4 out of 5 people found this review helpful
Rating 5 out of 5
Policy:
Platinum
Review Received:
November 23, 2024
Lori from PA
Verified Squaremouth Customer
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.
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16 out of 20 people found this review helpful