AXA Assistance USA

During our trip, my boyfriend was robbed at gunpoint and had over $300 dollars taken from him. I had called AXA Assistance USA to file a claim and they told me that my policy did not cover "lost cash" and would not be able to help me. I was very upset because the cash was not "lost" it was taken from him at gunpoint. I told customer service that we have a police report for verification. They were still reluctant to help. The person I spoke with just told me that he was sorry he could not do anything for us. This is very frustrating because I would have never bought a policy through this company if I would known there were so unhelpful to us in such a tragic moment. AXA Assistance USA had great ratings which is why I purchased their policy however after dealing with them, I will never purchase with them again.

The ability to select the risk you want to insure against with variable pricing is much better than through a one size fits all from a travel agent.

I very much appreciated being able to change my travel dates for coverage due to a typhoon which caused my trip to be cancelled by the airlines and rescheduled for 3 weeks later.

I paid for the AXA Platinum plan (their highest tier plan), and purchased exactly the coverage I needed.

I was unfortunate enough to have my bags delayed TWICE during my trip (the first time over a day, and the second time over a week...didn't get it back until I was home in the US).

Despite filing a very thorough claim, with supporting documentation, this company took their sweet time to process my claim, and gave me a really hard time in the process. In all, it took 2.5 months to finally get paid out, and they barely paid half of what I claimed.

Just to put it in perspective, every time you send an email, you get an automated reply saying "allow 15 BUSINESS DAYS for a response"...EVERY SINGLE TIME YOU REPLY!!!

I paid for insurance that would provide $600/pp, or $1200 for delayed bags. My claim for 2 separate delays totaled approx $1160, and I was lucky to walk away with $682. I am sorry, but when you pay for insurance, and you have a legitimate claim with supporting documentation, it should not have to be a battle to get the money you are owed. You should not have to contact the insurance provider OVER AND OVER again, repeating the same facts that you emailed weeks ago. You should not be promised it's being worked on, then find out a week later no one has made progress, and your notes from the last conversation are gone. You should not have to work hours on end providing proof like you are on trial. You should not be denied portions of you claim for EXPENSES THAT WERE A DIRECT RESULT OF YOUR BAGS BEING DELAYED.

To top things off, my second delayed bag, I only claimed $54 for some clothing and daily care items...DENIED. Why? Because they considered it a "RETURN JOURNEY". That flight had nothing to do with my return trip, I was simply traveling by plane to the next city on my Italy trip. Just because it was on the tail end of the trip, they considered it a return flight. Even though I had proof of my return flight in my original documentation packet....they missed it....and since it was already denied I would have had to file an appeal in writing by mail....prolonging this ridiculous experience even longer...over $54. Moral of the paragraph: After your initial outward journey, if you plan on traveling between cities by plane, don't count on the insurance to cover your bags anymore.

It is already a horrible enough to have delayed bags ruin your trip. Insurance is meant to make these kinds of events cost and headache free. Instead I wasted months of my time fighting for protection I paid for. I probably wasted more of my valuable time than I was paid out in the end.

Last time I waste my time and money on travel insurance. AVOID AXA Assistance USA, they are terrible.

We were very pleased with our experience with AXA, thus far. They were very helpful and seeming concerned when we need them in our last night in Lisbon. My husband need to go to the emergency room and they were very helpful. The called twice to see how things were and if we needed anything. We will consider this company again for travel insurance.