To make a long story as short as possible, my wife and I purchased trip insurance for what for us was a trip of a lifetime. It was to be an anniversary celebration as well as a birthday celebration for us and our friends. Meticulous planning went into a three week adventure through the Scottish highlands. Plans and money spent was all worked out in advance, including the cost of trip insurance. Because we are older now, experience has taught us to expect the unexpected so we purchased trip insurance through this website with AXA Assistance USA. We got to Squaremouth through research on the web. We ended up with AXA after a telephone conversation with Squaremouth advising us to go with the company giving the lowest rate for what we needed.
One week into our three week trip, our son calls to tell us that my Mother has died. We dropped out plans to rush home but convinced our companions to continue on.
Our policy calls for 100% coverage for trip interruption. The death of a family member counts as a valid reason for trip interruption. We purchased $13,000 worth of trip insurance at a cost of $508.00. We put in a claim for $9316.49 along with a detailed explanation and all valid receipts and proof. We received a check for $547.52 with no explanation of what was and wasn't paid.
A phone call to Squaremouth resulted in a breakdown for payment from the provider that simply is not acceptable.
As with any policy, the ***** is in the details which are too numerous to go into in this review. Suffice it to say this matter is not over.
My advice to any reader of this review is to 1) Do not purchase insurance from AXA Assistance USA. 2) In purchasing trip insurance, it is probably best to go through someone you know locally and understand exactly what it is you are paying for. We were never provided a detailed policy, only a one page Summary of Coverage.
Please understand, my beef is not with this website. They have been supportive by contacting the provider on my behalf and getting the breakdown of payments and pleasant to work with but....I should have known better than to buy insurance over the internet. From now on I will handle trip insurance just like my car or home insurance...I will only deal with someone I know.
My beef is with AXA Assistance USA who appears unwilling to support their product.
If there is any change in this case, I will try to update on this site.
I purchased this insurance because it included rental car coverage. When I got to Ireland, I was told I needed proof that my policy covered Ireland specifically. My policy paperwork didn't specifically say this, so I called AXA internationally and spent about 20 minutes at $2/min while the representative kept putting me on hold, only to find out that he couldn't figure out if Ireland was covered or not. He said he had nothing that indicates which countries are covered, so I was forced by the rental company to buy a $400 policy. (The rental was prepaid so I couldn't cancel & shop around either). I can't understand how a travel insurance company wouldn't be able to say which countries are or are not covered. Useless.
We had to cancel our trip for medical reasons.
We contacted AXA Assistance USA on the same day that the health emergency occurred.
We were treated cordially and received the claim forms via email promptly.
Our doctor filled out the medical portion of the forms and we sent the packet of all completed material within 8-9 days of the medical emergency.
The first time we heard anything from AXA Assistance USA was today. Via an email we have been informed that our claim materials have been received and are being processed.
It is unclear why three weeks have elapsed before this notification was sent to us.
Apparently the 30 day processing time begins today, although we have no way of knowing where the claim has been for three weeks.
We will be able to give more complete feedback about our experience with AXA Assistance USA after our claim is processed.
NOTE: We selected 1 star to answer the question about our experience "during" the trip - which we never took. There was no way to correctly answer this question.
AXA notified me that my claim was approved. I did not receive a check for some weeks so I had to call. They said the check was supposed to have been sent but had not and they would overnight the check. After a few days, I called again. AXA said they mailed the rather than FedX. I did get the check but probably would not have had I not called and been persistent.
Tried, unsuccessfully, to get a copy of the actual policy to weeks prior to departure to make sure we understood what was covered and what was not. Got no response from inquiries. As it turned out there were no problems, but I'm not sure how responsive they would have been if we had problems.
I ordered the insurance but did not receive the confirmation email. Even though I had the policy info from the point of sale I wanted the email to confirm. Ink called the AXA 800 assistance and the rep was very helpful. She confirmed the terms of the policy and determined that I had entered my email address incorrectly. She corrected it and I had the email confirm within a few hours. We never needed the insurance, but it was necessary for us to book the trip. I highly recommend travel insurance peace of mind. Square mouth was a great tool to compare and learn about the options available.
Highly recommended and would definitely use AXA again.
Our bags didn't make the flight on our return home, so when we got home from our 3 week trip to Europe we didn't have any of our daily needs or even our underwear and socks since we had been gone so long. We waited 24 hrs and still no bags and no word from the airline so we went out and bought our necessities. The bags finally arrived 80 hours late, fortunately, because we would have lost much more than the insurance would have covered in our AXA Gold policy. I say this, because you don't really realize how much your clothes are worth until you sit down and itemize them. Plus, if you tried to replace everything immediately you'd have to pay full price for items you may have bought on sale. Additionally, my wife was very upset at the thought of having to shop for all her clothes because women's clothes are such a hassle to buy since everything fits differently.
We submitted a claim for our purchases and we just received a letter stating that we will be reimbursed for our full claim.
I am very pleased with this service and will definitely use AXA in the future, however, I will probably increase my coverage from Gold to Platinum because when we thought our bags had been lost by the airlines we read that 24 million bags are lost each year.
Here is a copy of the email I sent to AXA Assistance:
I received a check for $5255.00 for claim # AX25489923. Why was it not for $6000.00, the amount of insurance I took out? As my reservation confirmation letter proves, the cost of the rental was $5955.00 ($5500 rent, $385 taxes, and $70 processing fee). My claim was for the rental cost plus non-refundable $50 early check in fee for Southwest Airlines.
No one called my or sent me an email that the amount I claimed was in dispute. Is this your company policy?
The representative I talked to today had no way to access my information and give me a timely answer to my question. I this company policy?
Please call me today (703-239-1073) with an answer to these questions.
(end of email I sent)
I felt the limits and exclusions for items in baggage were a bit excessive. For example, they will cover a $250 digital camera but not a $180 dollar pair of sunglasses. Both are expensive, personal and deal with optics. So why one and not the other? Probably has to do with your odds of losing Sunglasses are higher than the camera. And if you really read the exclusions list, it almost reads as though it could be anything that would ever possibly be in your bag. In the end, they paid out half my claim. It was alright I guess. I still feel like they should have covered the sunglasses.
Before my trip to Europe I had some questions because I was traveling through different countries in Europe. I called the customer service OF AXA Assistance USA and It was a pleasant experience and extremely useful to not only answer my questions but to better protect my trip
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