AXA Assistance USA

No feedback because I have just started the claim process.

Good for peace of mind. Would purchase again.

Purchasing was rather easy online, and I selected Cuba with ease. When I spoke to customer service they were helpful, but I’m rating it low because I had to wait for an extremely long time. I had to call several times before getting through. My worst experience was when I was in Cuba and got stranded due to a sudden cancellation of flights. I called the number using Skype, because in Cuba communications are very limited and calling from my phone was not feasible, due to restrictions. It would be 3 dollars a minute even for toll-free. When I reached an agent finally, they told me that due to regulations they could not help me in Cuba. I continue to ask for more clarification, but the agent hung up on me. I gave up on trying to contact anyone other than sending a couple of emails. Finally when I got one response, it was many days later. It’s very important that when we purchase policies for particular countries, if we cannot get emergency assistance, that needs to be explicit. I have yet to file a claim and hope that that experience will be more positive.

EVA Air broke the entire zipper off a piece of our luggage last Summer in 2019. They kept giving me various documents about them not covering the damage caused to zippers. AXA would not consider this claim because the EVA people would not explicitly state that they exclude coverage for zippers. Nothing was done and AXA closed the case.

This policy was taken out for a cruise that was cancelled due to Covid-19 for the dates of 7/6/20 - 7/16/20. We have changed this policy to be used on another cruise from 6/14/21 - 6/28/21. Yancey Robertson