Reviews, Sales, and Service Ratings for
AXA Assistance USA

Long hold times to speak with agent (~45 minutes plus)
Told different information with each contact re: claim
Told that claim forms would be emailed but did not come through x2 requiring repeat calls with long hold times
Policy was misrepresented when sold to me. Example, trip interruption (150% of trip cost which would have been $9600 and was listed on policy as such) but in details, limited to $100/d with max of $3200 and the $3200 max was not listed on policy)
I will never use AXA travel insurance again. Unfortunately I had another travel claim about 3 years ago with a different company that was excellent.
AVOID AXA or READ THE POLICY CAREFULLY (This is different than the one provided by Squaremouth when you purchase the policy and available from AXA itself)
Disappointed!

We're about to file claim from our trip! but we've got no assistance thru claiming process even a form!

It was rejected. I will never use this company again. What a waste of money. They made me fight with Turkish air who rejected the claim.

I had no pre -departure interaction with AXA Assistance, so question needs a bit of re-wording. There was no problem with them in terms of customer service. The problem was that the SquareMouth rep who sold me the insurance told me that AXA would be able to extend my policy. They can't. Unfortunately, you don't get the policy document until after you purchase so it's not something that I could have even double checked. I trusted that the SquareMouth rep, when she told me AXA could extend for whatever period I needed, knew what she was talking about. I counted on that and that statement was specifically why I only bought one month's initial coverage. I was travelling because of a death in the family so didn't have a set expectation of how long I needed coverage for. This put a huge amount of extra stress on me while I was already in a stressful situation. Then, when I found out and tried to contact SquareMouth, couldn't get anyone on the phone. It wasn't until a day later that I got a call back. Even AXA tried to call SquareMouth while I was on the phone with them (tried to transfer) and they couldn't get the call picked up. Insurance is supposed to help prevent stress. The mis-information and then lack of ability to talk to someone in a reasonable time frame was awful business practice. I would never, ever buy from SquareMouth again.

I had one question prior to trip departure. They answered quickly.

Trip was cancelled. Deferred insurance policy until next year.

The absolute worse experience. It has been a week and no reply from the insurance company on my claim. This is a full time job to try to get them to cover my loss. I spent over 2,000 on the policy and the customer service is terrible.

Jackie Jones
917-796-6669

My husband tested positive for covid the day before we were scheduled to fly back to the US. When I called AXA Assistance, they assured me that our coverage would be extended for as long as we needed to stay and that they would reimburse medical and other cost up to the policy limits. We flew back yesterday and I intend to file a claim for these expense.

AXA email indicated a 30 day turnaround for my claim to be processed/paid. I submitted my claim in Dec 2021 & called in late Jan 2022 to check on status. I was told no one had looked at it yet and that the were just starting to look at claims submitted in Oct 2021. They indicated it would probably not be until March 2022 for someone to look at my claim. This was my first time purchasing travel insurance from any company. If it truly takes 3 months for my claim to even be looked at, this will be the last time I purchase from this company!

I always use the clearly understood website Squaremouth to get travel insurance.