Reviews, Sales, and Service Ratings for
AXA Assistance USA

The phone number listed on the proof of insurance claim does not work. You call it and go through all the prompts and it disconnects you. I tried calling this number multiple times and could never get through to a representative to file my claim. Eventually I selected another option and spoke to a person who gave me an alternate phone number to call.

We are in the process of filing a travel claim with them due to a nearly 30 hour delay en route to our final destination in London, due to various factors including a workers strike by British airways and airport staff workers. So far we haven't interacted much with them and are waiting for someone to reach out after submitting all necessary documentation.

I had to change my original policy with AXA as my flights were cancelled to Buffalo because the airport was closed due to a storm. I tried to cancel the policy via notice on email and calling but because it was on Christmas day, and the time difference (I'm in Alaska) they were unable to cancel my policy, but agreed to allow me to use it for my next trip. I decided to take a car-road trip in February from Buffalo to Florida then around the East Coast to see family. I advised them it was a road trip. The new dates of the policy were 2/22/23-4/22/23. All was well until my husband had emergency appendectomy surgery on April 11th in Fairbanks and I was required to come home on short notice that day, from Nashville Airport on my way back to Buffalo. I flew home on American and parked my car at the Nashville airport for 10 days while I helped my husband recover and stayed until the follow-up doctor appointment. Then I flew back to Nashville, picked up my car and continued to Buffalo. I put in a claim for the airfare to Fairbanks, the parking at the BNA airport (no other alternative) and the flight to return to my car on the 20th of April. They only reimbursed me the airfare back to Fairbanks, not the return to BNA or the parking. It was a trip interruption not a cancellation, I was within the original time of my trip insurance, and had to return to BNA as my car was there-- that is what travel insurance is for. I have dealt with several people along the line, always someone new, no actual contact. They have been terrible to deal with! I still have not been reimbursed for the return air and parking. While I have been happy with Squaremouth, this experience has really been frustrating.

Justin provided needed information to help me select the best policy for my needs.

I responded to the request for documentation and never heard back (policy number 2635799) could you please check on this

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Squaremouth was very easy to get a policy through. I like going through them.

The wait was unexpectedly long to get a person on the phone.
When I finally did speak with a rep on the phone, I was told to expect information for a local dentist by email. It never came.
I ended up travelling home and received care there.

Policy purchase is fast and easy. Claims are slow and non responsive. We are repeatedly asked for standard information that was previously sent to the claims department with no specific response or payment.

We took a cruise to four countries. Major of the ports of call were in Spain, so the policy only specified Spain (Squaremouth only allows one country to be selected, by the way). I contacted Axa to ensure the policy would cover incidents occurred in other countries as well. The representative was very courteous and informed me that it would cover the period worldwide. Although I expected it would since it was for a cruise, the reassurance did out me at ease.