AXA Assistance USA is part of the AXA Group, one of the world’s largest financial companies servicing over 95 million people worldwide. With over 50 years of experience in the travel insurance industry and over 30 multi-lingual centers worldwide, AXA Assistance USA has the expertise and resources needed to provide quality protection for travelers. AXA Assistance offers 3 plans to provide different levels of coverage to fit travelers’ needs. Plans are underwritten by Nationwide Mutual Insurance Company.
Monday-Sunday, 9:00am - 8:00pm ET
Everyday, 24 hours a day
Policy Description:
The Silver plan is the most economical of the three plans offered by AXA Assistance USA. This plan provides protection for your basic travel needs for a trip cost up to $10,000. Coverages offered include: Trip Cancellation and Trip Interruption, Baggage Protection, Travel Delay and Medical.
Underwritten By: Nationwide Mutual Insurance Company
Underwritten Location: One Nationwide Plaza, Columbus, Ohio, 43215
AM Best #: 002358
AM Best Rating: A+ (Superior)
Policy Description:
The AXA Gold is a more inclusive program offering the base benefits noted under the Silver plan, but for trip costs up to $30,000. Enhanced benefits under this program include: Coverage for a penalty or change fee charged by the airline; additional Trip Delay benefits such as coverage for Pet Boarding Fees in the event you’re delayed on your return trip home; and coverage in the event Inclement Weather prevents you from participating in planned golf or ski activities.
Underwritten By: Nationwide Mutual Insurance Company
Underwritten Location: One Nationwide Plaza, Columbus, Ohio, 43215
AM Best #: 002358
AM Best Rating: A+ (Superior)
Policy Description:
The AXA Platinum plan offers the most comprehensive coverage with all the benefits noted in the Gold and Silver plans for trip costs up to $50,000.
Underwritten By: Nationwide Mutual Insurance Company
Underwritten Location: One Nationwide Plaza, Columbus, Ohio, 43215
AM Best #: 002358
AM Best Rating: A+ (Superior)
View all AXA Assistance USA reviews to sort by Most Helpful, Most Recent, Star Ratings, or to only show reviews from customers who filed a claim.
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
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.
Review Updated: 05/06/2020
I sent in all my documentation and expected to have some sort of confirmation that was claim was received. That never happened. Instead, I received a check in the mail for the full claim. Such speedy and excellent service that I purchased another policy for my next trip. Thank you!
Karen