Reviews, Sales, and Service Ratings for
AXA Assistance USA

Filed claim 4 - 5 weeks ago and all I've received is a computer generated email stating they are somewhat overwhelmed, please be patient.

We have been very busy and have not addressed some questions that have emerged from AXA. We thought we had submitted a complete claim.

Now we are trying to answer the questions that have been posed.

I needed proof of coverage for Covid so I called before my trip and was sent an email immediately to prove my Covid coverage. Fortunately my trip went as planned so I did not need to file a claim but it is definitely worth the money to have the peace of mind that everything is covered. I will use Squaremourh again for my next international trip.

Absolutely terrible customer service experience. I filed my claim in January, after my flights were canceled and delayed. I did not even hear back until March! The message--delivered two months later--was garbled and incoherent. The amount of reimbursement was left blank, and the larger portion of the claim was denied, without a clear explanation of why. This is NOT what I expected when I paid over $2,000 for a policy! To date, no human spoke to me or emailed me. My calls haven't been returned, and no adequate explanation had been given. The denial "letter" simply quoted from the exclusions language of the policy but offered NO explanations as to why the exclusions purportedly applied. Extremely disappointed in the "services" offered.

The coverage is potentially a scam, and it should not be offered through this platform. The AG's office should perform a thorough investigation both of their untimely response rate and the woefully inadequate, unsupported, blanket denials.

Great service, outstanding policy, will purchase from you again.

Thank you very much,

Kind regards,

Alan Northrup

We changed our original trip to a much less expensive one and, while AXA allowed the change and continued coverage, they did not rebate any of the premium.

There was no assistance. Impossible to reach anyone. Endless automated emails apologizing for delay.

Still waiting and nothing solved.

Very disappointed and will never use AXA again or recommend.

I am not going to purchase insurance through AXA ever again. The entire claims process has been disjointed, incredibly slow, and very frustrating. I intend to use a different insurance provider from now on, unless AXA can redeem itself by timely closure of my claim.

Will never buy trip insurance again. It is a rip-off and useless. What is covered is misleading. Actually, nothing is covered even if your trip is canceled for a reason beyond your control. I didn’t cancel my trip, the outfitter did and the trip insurance won’t cover anything.

Very satisfied with policy so far. Customer service was great when I needed them during my trip. In process of filing claim and hope that goes as smooth!