Reviews, Sales, and Service Ratings for
AXA Assistance USA

When my husband was hospitalized a week before our 2 week trip to Greece I had to cancel, based on the recommendation of two doctors, so I contacted AXA immediately. I promptly received an e-mail advising me what paperwork I needed to submit in order to file a claim. I filed the paperwork within a week after my husband was released from a 5 day stay in the hospital. AXA states that it takes 30 days to review a claim. I did not hear anything for a month and then a few days later I received two checks in the mail for both my husband and myself. Payment in full to reimburse us for the cancelled trip. There was never an issue with the claim at all. Needless to say, I was thrilled that it was resolved so promptly. If I Could give them more than 5 stars I would!!! I had seen that AXA received 5 stars, but not one person who rated them had filed a claim so it didn’t make sense that they could rate them so highly. I made a claim for a large amount of money and I can give them 5+ stars from personal experience! It is nice to do business with an insurance company that provides such great service. We are going to London in December and I am purchasing insurance through AXA once again, and hope I don’t have to use it! Well worth the price!

During our trip, my boyfriend was robbed at gunpoint and had over $300 dollars taken from him. I had called AXA Assistance USA to file a claim and they told me that my policy did not cover "lost cash" and would not be able to help me. I was very upset because the cash was not "lost" it was taken from him at gunpoint. I told customer service that we have a police report for verification. They were still reluctant to help. The person I spoke with just told me that he was sorry he could not do anything for us. This is very frustrating because I would have never bought a policy through this company if I would known there were so unhelpful to us in such a tragic moment. AXA Assistance USA had great ratings which is why I purchased their policy however after dealing with them, I will never purchase with them again.

The ability to select the risk you want to insure against with variable pricing is much better than through a one size fits all from a travel agent.

I very much appreciated being able to change my travel dates for coverage due to a typhoon which caused my trip to be cancelled by the airlines and rescheduled for 3 weeks later.

I paid for the AXA Platinum plan (their highest tier plan), and purchased exactly the coverage I needed.

I was unfortunate enough to have my bags delayed TWICE during my trip (the first time over a day, and the second time over a week...didn't get it back until I was home in the US).

Despite filing a very thorough claim, with supporting documentation, this company took their sweet time to process my claim, and gave me a really hard time in the process. In all, it took 2.5 months to finally get paid out, and they barely paid half of what I claimed.

Just to put it in perspective, every time you send an email, you get an automated reply saying "allow 15 BUSINESS DAYS for a response"...EVERY SINGLE TIME YOU REPLY!!!

I paid for insurance that would provide $600/pp, or $1200 for delayed bags. My claim for 2 separate delays totaled approx $1160, and I was lucky to walk away with $682. I am sorry, but when you pay for insurance, and you have a legitimate claim with supporting documentation, it should not have to be a battle to get the money you are owed. You should not have to contact the insurance provider OVER AND OVER again, repeating the same facts that you emailed weeks ago. You should not be promised it's being worked on, then find out a week later no one has made progress, and your notes from the last conversation are gone. You should not have to work hours on end providing proof like you are on trial. You should not be denied portions of you claim for EXPENSES THAT WERE A DIRECT RESULT OF YOUR BAGS BEING DELAYED.

To top things off, my second delayed bag, I only claimed $54 for some clothing and daily care items...DENIED. Why? Because they considered it a "RETURN JOURNEY". That flight had nothing to do with my return trip, I was simply traveling by plane to the next city on my Italy trip. Just because it was on the tail end of the trip, they considered it a return flight. Even though I had proof of my return flight in my original documentation packet....they missed it....and since it was already denied I would have had to file an appeal in writing by mail....prolonging this ridiculous experience even longer...over $54. Moral of the paragraph: After your initial outward journey, if you plan on traveling between cities by plane, don't count on the insurance to cover your bags anymore.

It is already a horrible enough to have delayed bags ruin your trip. Insurance is meant to make these kinds of events cost and headache free. Instead I wasted months of my time fighting for protection I paid for. I probably wasted more of my valuable time than I was paid out in the end.

Last time I waste my time and money on travel insurance. AVOID AXA Assistance USA, they are terrible.

We were very pleased with our experience with AXA, thus far. They were very helpful and seeming concerned when we need them in our last night in Lisbon. My husband need to go to the emergency room and they were very helpful. The called twice to see how things were and if we needed anything. We will consider this company again for travel insurance.

Claims process was unnecessarily painful. I understand that providers may not be able to get back to you right away, or that you may have to provide additional documentation after the initial claim. But MY GOD was the claims team horrible. They kept sending me auto generated emails, ( when they bothered to write back, which was about 3 weeks after each attempt by me to reconcile their issues. After trying to send documentation that I thought they needed, and continually getting rejected via a gibberish auto generated email, and I have to email 3 TIMES, finally threatening 1 star reviews all over the internet if they didn't have AN ACTUAL HUMAN write an email, or make a call, and explain to me IN ENGLISH what needed to be shown in the additional documentation.

After they finally called me, it was quite simple...the AirBnB documentation did not formally say that my room was non refundable. Fine, no problem, I get that, but it took us 3 MONTHS to get to that point b/c of their unwillingness to engage with me at all up to that point.

Once the 5 minute convo took place, it was simple to get them what they needed. Then of course another 1 month long wait, for god knows why.

So 2 stars for actually paying...eventually...after unnecessarily wasting my time all summer.

Affordable premium for travel insurance, customer service responded very quickly to questions and my claim was settled in a fair amount of time and in the full amount. Will definitely buy another policy next time I travel!

Nice competent staff.