Reviews, Sales, and Service Ratings for
AXA Assistance USA

Had to cancel our trip and get a credit for insurance for some future trip- handled competently.

I sent an email message to AXA Assistance about breaking my ankle in Portugal while I was on vacation. I asked them what they needed for documentation, and where I should mail the information. I am upset that they haven't responded.
Sincerely, Barbara Dietrich

I would like to know how to send you the medical bills charging me during the trip as proof for claim! Thanks.

The Customer Service was Really Good !

I had an unfortunate mandatory court appearance that prevented me from taking the trip that was planned. I contacted AXA and though I did eventually get some money back, the way it was handled was pretty awful. I'll be sure to use a different provider in the future.

Great service and quick response time!

Their support isn't great. It takes a few days just to get a receipt of email and took over a week to get a claim form back from them.

Great service with easy application

The outbound portion of our trip to Valencia, Spain was plagued with multiple airline delays and cancellations and rebookings. One cancellation and rebooking in Redmond, Oregon led to a missed connection to Amsterdam and Valencia in Seattle. Then the rebooked flight to Amsterdam and Valencia was cancelled. We arrived in Valencia two days late. On arrival my wife's suitcase was lost and arrived two days later damaged beyond repair.
On February 23rd I contacted AXA Assistance USA by phone about filing a claim. My initial impression was distinctly unfavorable. I was on hold for 15 or 20 minutes before getting to talk to a claims specialist. When I described or ordeal, he told me without any rationale that it sounded more like a delay than trip interruption claim. I asked him to send a claim form. He said he would look into doing so and needed to put me on a brief hold. After 15 minutes of holding, I hung up. The claim form arrived by email. Upon examination AXA's documentation procedure seems rigid and in some cases unworkable. For example, they will not accept official paid invoices for primary trip expanses like airline fares or AIRBNB charges. Additionally they want receipts for additional expenses incurred during delays, but in some cases it had been easier to pay cash. At this point I think it is very likely that I will have to ask Squaremouth to get involved to enforce their 100% satisfaction guarantee. I am trying to assemble the voluminous documentation required by AXA and plan to file a claim within the next few days. I will let you know how that goes.