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Overview

AXA Assistance USA offers two comprehensive policies on Squaremouth, all underwritten by United States Fire Insurance Company.

Trips Protected
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SINCE 2015
81,869
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AVG. MONTH
451
Total Reviews
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SINCE 2015
1,076
Detailed Rating
Customer Service Before Trip
4.32/5
Customer Service During Trip
3.62/5
Customer Service During Claim
3.71/5

See how AXA Assistance USA compares to other providers on Squaremouth in customer satisfaction and service quality:

Overall Customer Rating by Provider
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*The overall customer rating is the average of all reviews for the provider since they joined the marketplace.

Customer Reviews

4.21 (1,076 reviews)

AXA customers frequently mention the provider’s efficient customer service, especially when it comes to making pre-departure adjustments to a policy. However, some customers have voiced that the claims process takes too long and lacks transparency.

  • 5
    656
  • 4
    210
  • 3
    90
  • 2
    49
  • 1
    71
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  • “
    AXA Assistance USA policy: Gold

    I have sent numerous emails regarding my claim and have never received a response. Its been over a month since I filed it the 2nd time, the customer service agent told me to file online which I did and that claim went to Singapore. They were responsive but said I had to file with US. US has been completely unresponsive

    Karen from MI
    Review Received: January 15, 2023
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    21 out of 23 people found this review helpful
    “
    AXA Assistance USA policy: Platinum

    Squaremouth helped me with a recalcitrant provider several months ago, so I am a grateful supporter of the company (so far... I still cannot get an answer from AXA as to whether they have gotten my claim so I may need Squaremouth's help again!). BTW, I did not have a pre-departure interaction with AXA Assistance USA, but there is no way to indicate this in the above question survey.

    Barry from GA
    Review Received: January 11, 2023
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    11 out of 11 people found this review helpful
    “
    AXA Assistance USA policy: Platinum

    John from OH
    Review Received: January 10, 2023
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    4 out of 4 people found this review helpful

    It took a little bit longer to complete the claim process than we had anticipated, but we are satisfied with the results.

    “
    AXA Assistance USA policy: Platinum

    Claim was made over a week ago. Just automated emails no response from anyone. Let me know if it is being processed. Thank you

    Elizabeth from NC
    Review Received: January 10, 2023
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    22 out of 22 people found this review helpful

    Review Updated: 02/07/2023

    It was difficult getting someone on the phone. I did talk with a nice gentlemen and he stated it would be weeks before they saw my claim. Then one day we got notification that there was a settlement. No other communications from the company. It was grossly less than the amount spent but we cut our losses since we couldn't get any information on the claim from AXA.

    “
    AXA Assistance USA policy: Silver

    Have not received feedback on my claim yet

    Deatrice from PA
    Review Received: January 9, 2023
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    7 out of 7 people found this review helpful
    “
    AXA Assistance USA policy: Gold

    Have not filed the claim yet.

    Maya from PA
    Review Received: January 6, 2023
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    0 out of 4 people found this review helpful
    “
    AXA Assistance USA policy: Platinum

    The AXA customer service staff responded promptly and effectively. The claim process was timely. I am very happy with the insurance company.

    Hsiaoyuan from CA
    Review Received: January 5, 2023
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    9 out of 9 people found this review helpful
    “
    AXA Assistance USA policy: Platinum

    Gerald from NY
    Review Received: December 28, 2022
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    16 out of 16 people found this review helpful

    Processing time is way too long zero communication from initial filing.

    Items being requested include items sent in original claim.

    Items requested include unreasonable and unattainable items.

    Would not recommend policy !

    Time for some quality review

    “
    AXA Assistance USA policy: Gold

    I Had filed a claim for sickness with cov 19 with AXA for almost a week now and i haven't heard from them

    CARIDAD CANO BAILEY from FL
    Review Received: December 25, 2022
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    9 out of 10 people found this review helpful
    “
    AXA Assistance USA policy: Platinum

    The day I purchased my coverage somehow was charged for 2. Your customer service was of little to no help reversing the charge. I was very disappointed. I had t call my credit card company to take care of it. Pretty poor customer service to say the least.

    Nolan from ID
    Review Received: December 7, 2022
    Was this review helpful?
    16 out of 16 people found this review helpful
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Last updated: October 31, 2026