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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.
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.
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.
The AXA 24 x 7 service touted does not exist. I spent more than 20 minutes on hold during 7 calls from China over the from October 16-19th finally reaching them on the 3rd day. There is no option to leave a message. AXA was of NO assistance translating verbal or written Chinese to English, not in real time, nor in written emails. What translation they offered (weeks later) sounded like what I got from Google.
AXA was not available from the Xi'an China emergency room via cell phone. Later AXA asked if the doctor recommended leaving the tour to return home. I don't even think the doctor (who did a good job) ever understood that I was on a tour. He did put me in a splint, with two crutches, and told me that I could not put weight on the ankle for four weeks. That made touring impossible. The translator was my tour guide who gave me the basic interpretation, but was unable to translate medical terms. The translator told me, after the fact, that she did not mention the tour as she was afraid that the tour company would then have to pay for the treatment.
While I was in China. I reached AXA twice on my cell phone(P.S. Collect calls were impossible). They did one follow up call for which I had to leave my cell connected in roaming at great expense). The follow up call had no content, no diagnosis, no medical suggestions, no travel suggestions, nor had the Chinese Emergency room been contacted.
AXA was of no help making suggestions about policy coverage of changes and interruptions in travel plans. They did not inform me of the option to have a doctor travel to me to review my medical situation. AXA gave me suggestions for my injury that came almost word from word from WebMD. AXA offered no help in making evacuation plans. I would have to book my own vehicle, accommodations, airlines, and wheelchair assistance. They said that if I used the lowest cost methods to do something, then they might reimburse some of the costs once I got home if I had proper documentation of the injury (I had provided 100% all medical info to the days before this comment) . . .and guess what . . . if you don't speak Chinese, then there is no way to make those arrangements. I had local travel companies phone numbers for emergency purpose. . . they don't speak English and/or don't answer the phone. The hotel manager suggested calling the American Embassy located 700 miles away.
Once home, I filed a Trip Interruption claim on file with AXA. They offered no p[hone guidance on what might or might not be covered.
I would not recommend this policy to other travelers. If you are injured, then you are on-your-own. If you survive, then maybe you can claim some benefits. You will get NO help deciding how to best reduce the costs, to change travel plans, or to return home.
We were unable to take the trip due to medical reasons and had to file a claim. We received half our claim. We are still waiting for the other half. your customer service rep has told us that it's coming but we've not yet received it.
We appreciate the feedback you have provided and are sorry to learn you were unable to take your trip. Your claim has been fully processed and the remainder is being sent via FedEx. We apologize for any difficulties you may have experienced in filing a claim and hope you will consider us again for future travel.
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.
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 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.
There was an enormous amount of paperwork requiring information from my doctor that I thought was unnecessary. I already had a statement from him that I was unable to travel and it seems to me that should be sufficient. Extensive information about my state of health is an invasion of my privacy. However, once all the necessary paperwork was filed, my claim was recognized and I was reimbursed without further information.
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