AXA Assistance USA

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

My group of 4 were in the Philippines March 12th when the whole world flipped upside down. Had to abandon our trip. Lost thousands of dollars in pre-paid flights and tours. Cost us an extra $5000 to evacuate and get home. AXA won’t cover a ******* dime of it. I bought the coverage thinking we’d be ok. They totally screwed us. Would never purchase from them again. Also their 24 hr service is a joke. I tried frantically to get a hold of them from March 11- 20th. Couldn’t even get them to reply to an email. Worthless ******* company. Worthless policy. Offered absolutely zero help through this entire experience.. **** them. **** them, **** them, **** them. I hope covid-19 puts them out of business. **** them......**** them

We emailed in our claim with complete set of documents and have not heard anything since on or about March 12. I emailed to request at least a confirmation that they at least received my claim. I heard nothing back except for repeated emails attaching claim documents. Very frustrated.

Your company has to know that all travel this month has been canceled. Customers should be asked if their trips are canceled and then issued automatic refunds. Ridiculous to make people jump through multiple hoops when there is a statewide (Florida) mandatory stay at home order and a federal directive not to travel internationally.

W contacted AXA Assistance USA through email on March 15 and again on March 16. The Outside US telephone number was not accessible, but we're not sure if that problem rests with AXA or our location (Australia) at the time. W heard absolutely nothing from AXA until March 24. At that time we received an email that they were sorry for the delay and an 8 page form to file a claim within 90 days. We realize that there may have been unusual issues at the time, but we still find the response delay to be excessive.

Further, at this point, the 90 days may prove insufficient given the lack of information from the tour company other than from the tour guide on March 25: "Just checking in after all the drama that you arrived home safely?" and "I was wondering if anyone has had symptoms of COVID-19 since they got home..."