AXA Assistance Travel Insurance Reviews

My situation with cancelled flight and rebooking fee turned out not to be covered by the policy. That was a huge disappointment.
Why else would one need an insurance?

I was hospitalized in rural France for 4 days due to an serious accident. The AXA Assistance 24 hour was useless - contacted by both phone and email. I needed assistance with repatriation back to the USA as I was unable to walk and required an wheelchair. The AXA requested hospital records which were supplied - but then AXA went silent. I even had the hospital administrator contact the AXA hotline - still no response. AXA kept saying they were reviewing the medical files (not sure why it would take so long since it was obvious I was unable to walk). After 3 days I gave up since the hospital was charging $2000 per day to remain - I made my own travel arrangements and paid hospital bill on a credit card. I required a taxi to airport as it was alone in a rural area over 125 miles from the Paris airport - I required a wheelchair to leave hospital, enter the terminal, and board the plane. I had to buy a last minute airline ticket back to the USA from Paris as my initial return flight was from Nice (almost 1000 miles away).

When I got back to the USA I filed a claim for the repatriation travel and secondary medical insurance costs. Same situation - multiple delays and requests for the same information multiple times. The AXA claim processor only accepts documentation via email - can't upload files to a website. Very inefficient - its obvious that speed, accuracy, and customer satisfaction are not a priority. After 2 months of delays I was reimbursed for 1/3 the cost of the airline ticket (I had bought cheapest economy seat available) and zero on taxi transportation to travel the 125 miles to the airport. No explanation as to how this amount was determined - nor was any documentation provided as to details as to what was covered for repatriation travel coverage (only received a fancy brochure when purchasing the insurance that advertised I was covered for over $500,000 repatriation and $100,000 medical - but no details for the 'gold' plan). I was reimbursed the medical co-pay my primary medical insurance didn't cover (my primary healthcare insurer had reimbursed me within 24 hours of filing a claim - much more efficient).

We have been using travel insurance for several years. It is comforting to us having the accessibility to get back home to the US should something happen. On our last trip to Bonaire I had to be evaluated after I fell while windsurfing. I called the AXA customer service for help with initiating a claim. This was the first time. Representative was very helpful and went link to start process.
Thank you,
Sharon Dudley

After I made my claim for trip interruption (boat engine leaking fuel, could not be repaired, had to stop, spent 2 days being towed to port, not able to do any planned activities), I got email asking for more information. So I called them & spoke with nice lady who checked my policy & read me what qualified as trip interruption. This did not meet their criteria. While it seemed to me an obvious example of a trip interruption, comparable to missing a golf tee time which was listed in my documents as a covered expense, she politely told me it was not. Claim denied. End of story.
I consider this as misleading information. I would not purchase another policy from this company. Ever.

I asked for assistance finding an English speaking doctor in the European country I was visiting for a minor health issue. I was told I would receive an email with a list of local Doctors, but I never did. I have no plans to buy an AXA product again.

Purchase from Squaremouth was straighforward and simple. Now that I have filed a claim with AXA, it remains to be seen how the actual insurance provider performs.

Descriptions were a bit confusing, needed to call rep for clarification.

So far, so good. It's too early to say how well the claim request goes, but from past experience, it should be OK.

I appreciated your responding in a reasonable time frame and without any run-arounds.. It could have been even faster if the first form had included the information you needed from the doctor on the second form. Why not combine?