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Due to the timing of my trip to London, the President stopped international flying on March 12, 2020 and my trip was to begin on March 13, 2020. Since Money Back Guarantee was purchased, the policy for London was able to be cancelled and with funds to be reimbursed. AXA was great with cancelling 12 hours before the trip was to begin. The cost of the policy is to be reimbursed. Although AXA took 2 weeks to respond to my initial email for cancellation, it is understandable with what is going on in our world today. Other than the timing, everyone I dealt with was nice and accommodating.
This will probably sound like an AXA and SquareMouth commercial, but it's true.
Re: AXA ... I was careful to follow the AXA instructions for submitting an on-line claim, and AXA Assistance USA performed exactly as they said they would. I received the amount I was due in exactly 14 days after I submitted the claim on-line.
Re: SquareMouth ... I'd also like to give a shout-out to SquareMouth - I learned something new (for me). I normally go directly to a travel insurance site. But in this case, I didn't need full coverage with cancellation - just evacuation. It didn't occur to me to go to my normal travel insurance provider, and just strip out the coverages I didn't want. (Not even sure I could do that on-line - they always quote back a full coverage policy.) Anyway, I Googled "evacuation insurance", and SquareMouth was one hit, and they provided multiple options from multiple providers (kind of like an Amazon for travel insurance!). The one I chose was AXA Assistance USA for $200, rather than a full coverage for as much as $2,500. Fortunately, we didn't need evacuation during the trip, but at the start of the trip we did have a flight cancellation that resulted in an extra hotel night in our departure city and a lost night (non-refundable) in our arrival city. When I re-read the AXA policy, sure enough, we were covered for most of the loss (up to the limits of the policy), which was well more than we paid for the policy. I'm sold! I'll use SquareMouth from now on when I'm searching for a travel insurance policy.
Thanks to both AXA and SquareMouth!
I emailed early on in my trip asking for rather urgent health care instructions.
I received a call back TWO WEEKS LATER, well after I returned home.
Had to cancel trip to Brazil due to COVID-19. I called early on when the gravity of this virus was not very established...felt agent that assisted me was uninformed, not very supportive, simply stated that purchased policy for trip interruption did not include a "quarantine provision". I stated to her that the chances of being stuck in quarantine in Brazil were very likely, dangers to health traveling internationally were just too high. No provision for this freak historical worldwide event that will change all our lives.
Worst experience ever in not being able to get a response or someone on the phone who could help me. Now telling me CoronaVirus is an exception. Nobody told me that. I will give you a terrible rating for this so-called loophole if I don't get compensated. This is exactly why I bought trip insurance and it is a giant fail! Never again.
i didn't need to use the policy but did contact them with questions before my trip...they were very helpful and knowledgeable ..
Excellent AXA service so far.
Question: Insurers usually raise rates when people make claims, especially if the claims are large. Is it advisable for me to minimize my travel insurance claims when possible?
My Medicare Advantage provider advised me to claim with them first. Apparently they will cover everything except may copay, even though AXA has insured me for primary medical care. I am thinking that would help me minimize future travel insurance premiums. Is that correct?
Thanks and regards, Patricia Matteson
Well, I didn't really have much. However, I continue to be impressed with Squaremouth staff. For several years I used Seven Corners for my international travel. But became upset with their equally poor attitude and customer service. So you became beneficiary.
I picked AXA Assistance USA (AXA) on Squaremouth based on their price, the number of policies they'd written and their reviews. But, you never know about an insurance company until you file a claim.
As it happened, I suffered a severe infection in my left hand that required ten days of hospitalization and surgery in Hobart Tasmania. I received excellent care at a very modest cost compared to the U.S. Nevertheless, those costs were still substantial. AXA paid my complete claim.* I highly recommend AXA.
My notes reflect that I called the AXA 24-hour assistance line when I presented at the emergency department. Their representative explained what records I would need to file a claim (a medical report documenting the diagnosis and treatment, and an invoice and receipt). She told me to call back if I had to be admitted.
After 36 hours on oral antibiotics my infection was not improving so I had a good breakfast and admitted myself to the hospital. My notes show that I spoke to AXA at that time, and the representative generated a case number. I spoke with the AXA 24-hour assistance personnel several times over the next 10 days. They always had my information at hand, including notes from previous conversations. When I informed them that I had been told that I would need surgery a nurse from AXA Assistance USA called the nursing station at the hospital and obtained my diagnosis and treatment records. This seemed a formality and caused no delay.
One thing that particularly impressed me was that early in my hospitalization AXA called to make sure that I had the financial ability to pay for my care. If not, they were prepared to make some arrangement (e.g. an advance) to pay for my care. I had sufficient credit on my credit card, but I really appreciated that inquiry.
Over the next days I talked to AXA several times so I could be clear about how I should document my costs, and could be clear about how I should handle my travel arrangements. Had I needed medical repatriation they would have made arrangements for me, but because I was cleared to fly home on my own they told me to make my own arrangements.
A few days ago I received the Explanation of Benefits for my medical and travel interruption claims. AXA paid all but a very small fraction of my medical claim and all of my travel interruption claim. It turns out that I had not submitted with my medical claim copies of charges on my credit card statements that would document the exchange rate used by my bank and the foreign transaction fees they charged me. (I submitted the actual invoices in Australian Dollars, but I only summarized the charges in U.S. Dollars from my Bank.) The AXA representative I contacted for clarification explained what had happened and told me to submit records of the actual charges and AXA would pay the difference. Save yourself this delay and include your credit card charges with your claim.
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