Reviews, Sales, and Service Ratings for
AXA Assistance USA

We had to cancel this trip, but the provider has an identical trip in the fall and we were able to transfer to that one. We were pleased that the trip insurance provider was also willing to transfer our trip insurance as well without difficulty.

Policy number *****

After entering the Beijing airport (April 8,2016) and heading toward the designated meeting place set by the tour guide my mother twisted her right knee and almost fell to the floor. She was in such excruciating pain that she could not walk or place any weight on that leg. I picked my mother up and carry her to the designated area where everyone was waiting for us. After several minutes my mother tried to walk but could not do so. The tour guide could not find a wheelchair so we loaded some luggage on a luggage cart and had my mother sit on the luggage and wheel her to the appropriate boarding gate. The next day the tour guide arranged for a translator to escort my mother and me to the hospital.
On or about April 9, 2016 a translator by the name of Rex escorted the two of us to the local hospital in a local taxi; I paid 19 dollars in Chinese Yuan. We, along with the translator entered the hospital. Rex went to the window to pay to be seen for the injury. I gave him about 40 Chinese Yuan. We went to the 2nd floor where we were to see a doctor. Rex spoke to the nurse/ receptionist informing her we may need x-rays on my mother's knee. When the Doctor (No name) saw us he said he needed an MRI preformed instead of x-rays. We headed to the 1st floor for an MRI. I gave Rex 800 in Chinese Yuan for the MRI. After the MRI was completed we waited for the results and took them back to the Doctor. After reading the MRI the Doctor told Rex our translator there was nothing torn or broken. The Doctor gave us a prescription. We proceeded to the hospital pharmacy where I gave Rex 40 Chinese Yuan for the prescription and he gave me change back. We took a taxi back to the hotel, I paid about 19 Yuan for the taxi and paid 200 Yuan for the translator for his help.
On Sunday April 10, 2016 we boarded aboard the Viking Emerald. During our dinner our tour guide asked about the damage to the suit case. We had no idea about the damage and would investigate and get back to him. Somewhere from boarding the plane to boarding the boat my mother's new suit case was damaged. The hard plastic suit case is about 15 inches wide, 22 inches in length, 10 to 11 inches width, it has a baseball size in-dentition in the lower right hand corner, and about 1 inch deep. The in-dentition in the suit case can not be popped out.

Happy with my entire experience. AXA made choosing the right policy for us easy. Thanks!

My mother-in-law was hospitalized, moved to hospice care and died immediately before I was to depart on my trip. Consequently, I had to cancel the trip. I've filed all required information and am waiting for AXA to adjudicate my claim. It's now been about a week.

Worst travel insurance we've ever contracted. Was informed by ASA that we must file a claim with Medicare, which will not pay for medical expenses incurred while at sea out of US territorial waters. AXA states that Medicare has to deny the claim, then we must re-file with the denial. Other companies have reimbursed hotel, meal and medical expenses, no questions asked, or with minimal inconvenience. AXA is an unknown to us at this time. We do not know if we will recover the expenses for medical consultation, medicines, etc. Sad, sad, sad.... Needless to say, we will not contract with AXA during future travels.

Squaremouth's website gave a comprehensive list of policies and their coverage. All prices of each policy were included. It is a great website to shop and compare travel insurance. We had a trip interruption so at this time I have submitted a claim and am awaiting the results. So far, submitting a claim has been a quick and easy process. I gave it five stars for the process of purchasing travel insurance and the quality of the website. I am hoping the claim will go as well as purchasing the insurance.

I discovered an error in coverage dates when I started my trip. I called trip assistance who assured me that a representative from customer service would call or email. I did not get a call or email even after I emailed a second request. Fortunately, I did not need to use the insurance.

The process of comparing policies was straightforward, and definitely helped with the decision making process. The purchase of the policy was also easy and straightforward. I have filed a claim, and will give you information about how that works out when I hear back from the insurance carrier.

Overall, purchasing AXA travel insurance was a good experience. The only problem occurred within the company through which we were arranging travel had to reschedule some of the arrangements since the small ship which they had contracted with had soome re-positioning problems and they had to find another small ship. I immediatly contacted AXA assistance via email to change the dates of coverage to coincide with the new travel plans. The response was a "we can't do that." I immediately requested that my request be sent to somebody with some authority to make an informed decision. New policy coverage dates were provided once I made available the document from the travel company explaining the changes and giving new dates.

I was always of the belief that insurance was probably good to have but believed like so many others that I would never need it. Not the case on this trip.
The claim filing process was fast and easy and after hearing about so many horror stories with filing these sort of claims I was relieved at the ease and understanding that my husband and I received. I have been using Squaremouth for a few years now and I will not hesitate to use them and recommend them.
There insurance selections have already had to prove themselves to Squaremouth, and now I am more at ease than ever in their selection that they offer.
Thanks for making a not so enjoyable trip a lot easier to deal with.