0.1% (105) negative reviews to sales
Average on Squaremouth is 0.2%
5 stars
605
4 stars
196
3 stars
80
2 stars
44
1 star
61
Detailed Ratings
Customer Service Before Trip
Customer Service During Trip
Customer Service During Claim
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TOTAL SALES
74,470
Since 2015
MONTHLY SALES
596
Average Monthly Sales Since 2015
REVIEWS
986
Since 2015
Overall Rating
4.23 out of 5
Overall Rating 4.23 out of 5
986 Reviews Since 2015
Customer Reviews for AXA Assistance USA
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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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0 out of 0 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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0 out of 0 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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0 out of 0 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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5 out of 6 people found this review helpful
Rating 5 out of 5
Policy:
Platinum
Review Received:
November 11, 2024
Betty from NC
Verified Squaremouth Customer
An easy process, with stellar response time and content from AXA. I’ll definitely use AXA again for future trips.
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3 out of 3 people found this review helpful
Rating 5 out of 5
Policy:
Gold
Review Received:
November 7, 2024
Barbara from NV
Verified Squaremouth Customer
It was easy to file the claim and it was handled promptly.
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0 out of 0 people found this review helpful
Rating 5 out of 5
Policy:
Platinum
Review Received:
October 31, 2024
SB from WA
Verified Squaremouth Customer
Providing the documentation got me my money with no problems.
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1 out of 1 people found this review helpful
Rating 5 out of 5
Policy:
Silver
Review Received:
October 29, 2024
Thomas from PA
Verified Squaremouth Customer
The travel insurer asked for information to support our claim which we did. They then asked for two more pieces of information, one we had already provided and one we immediately provided. Then they asked for more information. I told them we had already provided everything they had originally asked for and told them we would file a complaint with Squaremouth. Within 48 hours they approved our claim without additional information.
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10 out of 10 people found this review helpful
Rating 4 out of 5
Policy:
Platinum
Review Received:
October 27, 2024
Robin from CA
Verified Squaremouth Customer
Took quite a bit of time to process. Asked for better copies of a couple of documents which were a bit blurry which was fine. Also told me that I still needed to send info that had already been sent so apparently did not look carefully as what I had forwarded. Did fully pay claim as required so that was great!
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5 out of 5 people found this review helpful
Rating 5 out of 5
Policy:
Platinum
Review Received:
October 26, 2024
Happy traveler from OR
Verified Squaremouth Customer
I was very pleased with how personal and helpful my customer service experience was
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1 out of 1 people found this review helpful