AXA Assistance Travel Insurance Reviews

I submitted initial claim which was acknowledged 9/23, I submitted a claim for a follow up appointment for the surgery which was first claim on Oct 5. Today I received a request for receipts already provided & passport stamps as proof of travel. I described the pages sent with the receipts already. And informed that Canada did not stamp our passports driving across the border. I provided the receipt for the hotel stayed at at time of initial claim. I am starting to think claims handler is incompetent & that AXA is asking for info it already has to delay claims process.

I feel it took far too long for the claim to be processed. It seemed like they were doing everything they could to avoid paying. While I had submitted all of my bills and proof of payment, including a hospital bill that showed I was the patient, they insisted I submit proof that I was in the country, which was ridiculous. I was asked to provide airline reservation information or my passport. Additionally, I was asked to provide a prescription for the items I had to purchase in the pharmacy. I explained that I was sent out of the emergency room, where almost no English was spoken, with a bandaged toe and that within two hours the blood was seeping through the bandage. So, I went to a pharmacy where they helped me to get bandages, tape and an antibiotic cleaning solution. If I didn't purchase these items I would have ended up back in the hospital. Prescriptions aren't given for these type of items. A couple of days later my foot and lower leg became very swollen. I went to another pharmacy and they suggested compression socks, which I purchased. Again prescriptions aren't given for compression socks. After all proof was submitted it took a month to get paid. That is not an acceptable amount of time. In the past I have used Alianz. In February I fractured my hip while in Mexico. Within four days of submitting the claim payment was in my bank account. The payment included all expenses (pharmacy items as well). What a difference!

I was in Italy where there was an impending national train strike scheduled for 9.5.25 and a national airport strike on 9.6.25. When I became aware of this I decided to cut my trip short and leave on 9.4.25 from Venice to avoid becoming stuck in our original destination of Bologna with no way to get to Rome on 9.5 for my flight on 9.6.25.
I contacted AXA and was told that strikes are covered after 48 hours. The two combined strikes were not considered 48 hours. Considering that we went out of our way to avoid being stuck and having to make a major claim, I'm disappointed that I purchased a policy that has unfriendly rules for travelers who try to avoid disasters before they materialize. I will be more careful with my selection of insurance next time.

Nancy Spampinato

Easy to compare oplan and sign up

Easy process to obtain and very helpful customer service to explain policy details. I did not make claim so I don’t know how well that would work

Disappointed that prescription sunglasses were not covered when lost.
Contacted Squaremouth and they said no.

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.