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I was very pleased with the customer service representative who helped us find the best policy. He listened to our concerns, what we wanted coverage for and we felt protected even if we didn't actually need to file a claim. Would definitely use them again!
We were unexpectedly detained at the Botswana exit border for 5 hours. This resulted in us missing the next border and missing out prepaid, non refundable accommodations. As a result we had to get an additional room in Namibia for the night.
Amazing travel insurance company and policy! Excellent, friendly and knowledgeable customer service representatives. We were traveling for seven weeks to Australia and New Zealand, so chose a company with high ratings in covering international travel - we also wanted to add coverage for rental cars. Boy am I glad we went with AXA Assistance. By the end of our vacation, one of our rental cars in Australia had been side-swiped in a parking lot, removing some paint. Then in New Zealand, I had to finally break down to see a doctor for a severe case of bronchitis. Upon our return to the U.S., I submitted our receipts with the online paperwork and awaited a response. I received a confirmation of receipt of my claim, and was told they would contact me if they needed additional information. No additional information was requested. Within two weeks... we had received two checks, one for the car damage, and the other for the doctor visit and prescription. No hassles, prompt service. We highly recommend... and will definitely be using again!
Insurance is a complicated subject. AXA customer assistance helped us to understand what we needed.
your online applying is not user friendly. Specially amount spend up to time of filling the application. also it rejected me for having paid total amount to the air line & lodging. There are a lot of tours where they require tourist to pay total amount to get discounted. But when I applied for insurance, the robot form rejected me.
The policy addressed all our concerns. The agent I contacted was very helpful in correcting a policy that I bought because the website did NOT have accurate information on whether or not the policy was primary or secondary in coverage.
It was corrected by the agent but you need to review your web page for future use.
I am compiling the paper work to file a claim for trip interruption and medical treatment
We were delayed on our trip due to a mechanical problem in London. We left 1 hr and 45 min. late. We arrived at SFO 20 minutes before our connecting flight departed. The total for my wife and I for hotel and two meals came to $344. Unfortunately it is not yet resolved three weeks after providing documentation. They asked for additional documentation which I had already provided. The additional documentation they wanted had nothing to do with the delay or the cost of the delay.
I resubmitted the documentation for a second time a couple of days ago. Had this been something that was $2-3K I could see wanting everything. But this is a delay. There were no seats available that night for the last leg of our flight so they put us over to a flight at 11:30 a.m. the next day.
So far I am disappointed.
Site was very easy to use. I really liked the ability to compare policies based on factors that were important to me. I have used other sites in the past and Sqaremouth was clearly better.
AXA was able to reimburse me for my missed flight and an extra stay at another hotel that was not part of my original itinerary. I filled out the claim form and mailed it in. However, I did not receive a response either through email or phone. More than 2 weeks elapsed, so I needed to follow up, at which point a customer representative then followed up on the issue. Only then I saw momentum with my case and the reimbursement checks were mailed out to me. And the customer representatives were short and impatient on the phone. I did not have the best experience on the phone with their representatives, but they got the job done at the end of the day.
Multi-Award Winning Customer Service Team
Squaremouth’s outside-the-box approach to customer service has been recognized nationally and internationally, with 13 awards in 5 years. Customer service is part of everybody’s job at Squaremouth. Every employee spends time on the phone with customers each week.Read more
$30,000 Contest Encourages Reading Policy Documents
To highlight the importance of reading policy documents from start to finish, Squaremouth awarded one customer $10,000 in a secret contest for being the first to read hers. Then, we gave another $10,000 to a children’s literacy charity and $5,000 each to two schools.Read more
$1,000 Tips Shine a Light on Service
Squaremouth, a company that puts a focus on customer service, rewards 20 outstanding customer service providers in St. Petersburg, Florida with $1,000 cash tips. Then, one received an additional $10,000 as the Thank You Campaign’s grand prize winner.Read more
One of America’s Best and Fastest-Growing Companies
Squaremouth is consistently awarded for its unique company culture and steady revenue growth. This includes national recognition from Inc. Magazine, Fortune, and Entrepreneur, and local recognition from the Tampa Bay Business Journal and Florida Trend.Read more