AXA Assistance Travel Insurance Reviews

I communicated withAXA several times after I bought the insurance to verify that pre-existing condition will be covered. When I bought the policy and a verification e-mail was sent, it said pre-existing condition not covered even tho I had bought the policy within 10 days of my paying for the trip. Then it also said that my medical coverage is secondary when the policy I bought said primary. They wouldn’t send me a new summary of coverage and after several phone calls, I was reassured that pre-existing condition is covered and Illinois is always a primary insurance payer. I didn’t feel good about this at all. Then I had to cancel the trip because of Covid and AXA is just giving me till the end of 2022 to use up what I paid for. They have had my money for 15 months and now it appears I would lose it all as I don’t have any more plans to travel this year. You would think AXA would give you a longer time to use the credit. Not happy with AXA. I have used Squaremouth many times, fortunately haven’t had to file a claim.

I had no issues so I book again for next year trip

I was told my claim was being processed! BUT not satisfied! You have lied about my claim status and I have filed a complaint with the authorities,HELLO POLICE!

Slow process on claim. Understandable with Covid claims, but very slow process. All auto generated emails. No one to talk to.

The rep was very helpful, and answers she didn’t have she rapidly got from her supervisor. She spoke English clearly and succinctly, which was truly appreciated. I would certainly recommend you to others seeking travel insurance.

Like most insurance companies these day, buyers should beware of thinking they are purchasing coverage for risk they my occur on their trip only to find there is NO coverage when really needed. After going through this twice I recommend travelers consider self-insuring their travel because in the end this is what you end up doing anyway. Save the premium.....

My first application for a Thailand Pass was turned down because they said that my insurance policy did not meet Thailand Covid requirement for the test and go pass. I contacted AXA and was told the policy did meet requirements.BY the time I resubmitted my application Thailand had stopped the TEST AND GO program and I was forced to cancel my trip. I should have my $126 cost of this policy refunded. Than you, Dennis Boxrud

I am worried that my claim won’t be paid and I can’t get in touch with claim department

It is virtually impossible to find someone at AXA to help with my lost luggage claim. To make matters worse, I submitted a lost baggage claim, only to be sent a 'Trip Cancellation' form from AXA. My claim has nothing to do with Trip Cancellation. I have tried calling multiple times to get an agent on the phone to discuss my claim and to find out what else I may have to submit to support my claim (ie how do I submit my receipts?) but have been on outrageously long holds. Not at all pleased with AXA Assistance.

Long hold times to speak with agent (~45 minutes plus)
Told different information with each contact re: claim
Told that claim forms would be emailed but did not come through x2 requiring repeat calls with long hold times
Policy was misrepresented when sold to me. Example, trip interruption (150% of trip cost which would have been $9600 and was listed on policy as such) but in details, limited to $100/d with max of $3200 and the $3200 max was not listed on policy)
I will never use AXA travel insurance again. Unfortunately I had another travel claim about 3 years ago with a different company that was excellent.
AVOID AXA or READ THE POLICY CAREFULLY (This is different than the one provided by Squaremouth when you purchase the policy and available from AXA itself)
Disappointed!