Reviews, Sales, and Service Ratings for
AXA Assistance USA

I initially emailed AXA to start the process of filing a claim on June 26, 2022. Despite having an expensive premium plan as of August 23,2022 I have yet to hear from AXA other than 3 computer generated form emails that said they were experiencing a high volume of claims and would get to mine in the order it was received. Squaremouth has a great site that’s easy to use. I like them, but I would highly advise that no one purchase a plan from AXA. Very disappointed (and out a lot of money!!)

Very bad customer service.

I filed a claim on July 25 but haven't heard back until today (Aug 20). What I got was just bunch of automated replies.

Apparently AXA is very much behind the processing is very slow the claim. That is very disappointing.

Had two cancellations on my return leg by Delta/KLM, one of which incurred an overnight stay and additional meals. At that time I contacted a representative to clarify coverage who provided me with clear information. In addition, my luggage was delayed and was damaged beyond use when it arrived. At the moment, I have submitted a claim with Delta, to which they have not responded.

Two of the party are still traveling under this plan and it is also unknown if they will need to file a claim.

Cusomer sevice was very friendly and helpful. The representative answered all my questions clearly and succinctly.

I filed my claim on 7/26 via email.

AXA acknowledge receipt of my claim forms on May 24. Since then the only resp0onse I received is that they have experienced a high volume of claims and are working on it. I have already been charged on my credit card by the car company and would dearly like my insurance payment to cover my expense. All they send me is what appears to be an automatic delaying message.

I purchased a policy from AXA for a multi-week trip overseas. Shortly after we arrived at our foreign destination, we needed urgent medical care. I emailed AXA Assistance on June 16 inquiring how to use the medical benefit/coverage after having problem dialing their phone number from overseas. I received their reply on July 26 when they replied to my second email related to filing a claim. So far as of August 10, the only response I received was acknowledge of receipt of claim submission. My claim hasn't even been logged into the "CBPConnect" portal due to the above outsourced-to claim processor is "currently experiencing an extremely high volume of claims". So, it was fast and easy to hand over my money to AXA, but the claim processor is a bottleneck to prompt claim pay out. Recommendation to other travelers: if you need claims paid before your credit card bill is due, good luck!

Also, when I was submitting my claim and documents electronically, the website asked for my other medical coverage and why I didn't submit the claim there. Well! I bought this travel insurance as my primary medical coverage during my overseas vacation, why would I submit to my medical insurance in the US?!

I didn't have any pre-departure interaction with AXA's team, but Square Mouth's website doesn't have N/A for selection.