Reviews, Sales, and Service Ratings for
AXA Assistance USA

Had small claim of$100 due to a trip interuption. We provided documentation and an explanation but additional documentation was required that is unreasonable/impossible to get from the airlines (letter of explanation of the delay). Won't be using this company again.

Thank you for your feedback. We apologize for any difficulties you may have experienced in filing a claim. Your claim has been approved. If you have any questions, please feel free to contact us at (855) 327-1442. We appreciate your comments and continually use customer feedback to improve our products. We hope you will consider us again for future travel.

The airlines lost our baggage for three days on our flight to New Zealand. The claim is still being processed. This will probably take a few weeks longer.

Thank you for taking the time to provide a review of your purchase. We are still awaiting the airline’s documentation from you. Once that is received, we can finalize the claim. We appreciate the opportunity to provide coverage for you and hope you will consider AXA Assistance USA for future travels.

AXA was of zero use to me on this trip. AXA was just another problem. I will not purchase from axa again.

We appreciate the feedback you have provided. We are sorry to learn you weren’t completely satisfied with your purchase. In the future, you may call us so we may assist you in finding the best policy and benefits to fit your travel needs.

Our experience with AXA was poor at best. My wife fell and broke her arm near her shoulder socket on our second day of travel. We immediately contacted AXA travel assistance and opened an account. My wife had several doctor visits, an Xray, several prescriptions for medicines and an arm sling along with many taxis rides to the doctor's offices, pharmacies for prescription filling, etc. We keep receipts for all expenses but missed a taxis ride and one prescription totaling about $20 which AXA refused to reimburse. AXA did reimburse us for the costs we did collect receipts for.

Our problem with AXA was with coordinating our return flights to the US. They refused to allow me, her husband an upgrade with my wife to business class to accommodate her need to protect her arm and give her adequate space to prevent further injury. As she could not use her left hand and arm, she was not able to cut food, fasten seat belt and use restroom without assistance among other needs. This was explained to AXA in a letter from my wife's attending doctor, but they refused to allow me to travel with her in business class.

The process of getting my wife upgraded to business class was a fiasco. We started the process ourselves and after a week into our trip AXA told us to stop and only they could arrange her upgrade. We had two more weeks of our trip to go. We were in Madagascar and email was only available for us when we returned to the capital city of Antananarivo. Each time we would have email requests from different people within AXA to send them info another person had asked for in prior emails. This happened several times and appeared that AXA had no clue as to what our needs were.

As our three week trip ended and we were waiting for flight confirmation for my wife. AXA had sent us confirmation emails for my wife's flights but it took several responses as they were not getting the dates and flights correct even though our flights were the same, all we needed was an upgrade to business class for my wife. As we headed to the airport for our return flight to Paris we had heard nothing from AXA about confirming the upgrade of my wife for the Madagascar to Paris flight. We worked with Air Madagascar staff to find the upgrade for my wife but had not luck. My wife and I left Madagascar on the scheduled flight without hearing from AXA or receiving the upgrade to business class. Upon landing in Paris and checking our emails, AXA had sent us the confirmation of upgrades for AIr Madagascar and United flights. Absolutely useless for the Madagascar flight and too late for our ability to use the upgrade. She was able to use the upgrade for the United flight from Paris to SFO. This type of service is pathetic for a company that handles international travel and hasn't a clue that we were 12 hours ahead of them.

Additionally, I had a kayaking accident during a commercial river trip. My kayak flipped and lost my camera and binoculars into the river and they were not retrievable. I turned in a Loss of Personal Property claim and AXA denied the claim. I then appealed their finding and argued that their policy did cover loss of personal property thru accident. They eventually agreed and allowed me $500 for the $1800 loss of property.

We travel extensively around the world and have bought travel insurance many times. This is our first need to make a claim on an accidental injury and loss of personal property. Our experience was very poor, fragmented and seemed AXA staff did not know what others were requesting of us. They seemed to lack any understanding of the time difference between where we were travelling and their home office. Madagascar does not have WiFi everywhere and telephone service is spotty at best. This made it very difficult for us to stay in constant contact with AXA.

AXA's motto is "Redefining Service". For us that certainly makes sense. Poor service at best.

Thank you for taking the time to provide a review of your recent experience. We appreciate your comments and continually use customer feedback to improve our services. We will do a full investigation into your case to determine how we may better serve our customers in the future to avoid miscommunication.

Thank you for posting a review of AXA Assistance USA.

We apologize for your negative experience.

A member of our Zero Complaint team contacted you to discuss this further.

Please contact us at 800-240-0369 if you have any questions, we are happy to help.

When I was paying the premiums everything was just fine. Great service, very attentive and very pleased and happy to get my money.
Got dreadfully ill on the ship and I was not allowed out of the room. A bad flu strain ruined my entire trip..Started with a bad cold and into a major influenza with fever, chills, ..the works. Went to ships doctor and he helped me and it cost $385.00. Could not eat or drink and today is 1/11 and I still am weak and achy. Have been to my doctor and was told it might take a few more weeks to feel normal.

I figured, no problem, paid a fortune for insurance, certainly there will be no problem.. Called and they want me to jump through all kinds of hoops, contact and fill out medicare documents to affirm that they might pay. EVERYBODY KNOWS, Medicare does not pay your doctor bills if you are out of the country (which I was).

Panama Canal trip Dec 19- Jan 4. ( Travel with Alan). I am really pissed that they are jacking me around when I make a claim, My booking # was HLMVXN.

Make it right and I will not tell the entire world that your ship is a floating Petri dish with bacteria laden ship

Sandra Gerston
480 948 4746

I thought the overall coverage was excellent but the cost was higher than I would have expected but then again I did have my 87 year old mother with us so that could have added to the higher costs.

Thank you for taking the time to provide a review of your purchase. We appreciate your comments and continually use customer feedback to improve our products. We hope you will consider us again for future travel.

This may be true of any insurance company when initiating a claim. I would have been at a loss had I not brought and kept all of my invoices, booking information etc. All of this information was necessary to make a proper claim. In order to get a letter of guarantee for the Bumrungrand hospital in Bangkok I needed my doctors name and contact information back home so AXA could contact them to rule out pre-existing condition issues. I would only suggest that all of that information be provided the carrier in advance. When you are in pain as I was it was very difficult to deal with these administrative issues. All I wanted to do is get better and not be stressed with whether or not my insurance would provide for my medical needs and evacuation. As it turned out once all of the information, booking number, flight numbers doctors reports from family treating physician were provided I was taken care of superbly.
So what I saying, insurance companies should have all of that information in their file so that when the emergency arises they only need to contact the ship doctor or the hospital doctor and review his or her report and take action, with as little involvement as possible from the patient.

Thank you for your feedback. We apologize for any difficulties you may have experienced in filing your claim. We appreciate your comments and continually use customer feedback to improve our services. We hope you will consider us again for future travel and wish you a speedy recovery.

When I submitted a claim for a cancelled trip, I received an email stating "Please allow 30 days for a coverage determination." After 30 days and no response I called Customer Service and was told I had to allow 30 business days (not the same thing). On the 31st business day I again called Customer Service and was told they were still processing my claim but would get back to me in 48 hours with a status. After 48 hours and no response from them I called Customer Service once again. They said they would expedite my claim and would contact a supervisor. Later that day I finally received an email stating I would receive a payment check in 10-15 business days which I did in 6 business days. I ended up receiving what I expected from what I thought was a simple claim that took much longer than it should have.

Thank you for your feedback. We apologize for any difficulties you may have experienced in filing a claim. We appreciate your comments and continually use customer feedback to improve our products. We hope you will consider us again for future travel.

I bought travel insurance for a 5 week trip I was taking. I had no issues needing my insurance until I arrived home. My luggage did not show up in the baggage claim area. I reported to the baggage claim desk. They gave me some paperwork to fill out, and told me that most lost luggage is eventually found. When I got home, I called AXA Assistance and spoke to Ernesto. He checked my policy and told me what I was entitled to while my luggage was missing, and sent me forms to fill out in the event that my luggage was not found. I was very pleased with how helpful he was. The next day, I received an e-mail from the airline telling me that my bag had been located. They shipped it to me by FedEx. When I was sure the contents were still there, I sent a thank you e-mail to AXA Assistance. My feeling was that, if my luggage or some of its content had not arrived, the insurance would have covered that loss.

Thank you for the kind review! We are delighted to know you’re happy with your purchase and your customer experience. We appreciate the opportunity to provide coverage for you and look forward to providing travel protection for all of your future endeavors!