Compare AXA Assistance USA Plans in Just A Few Simple Steps
AXA Assistance USA offers three comprehensive policies on Squaremouth, all underwritten by Nationwide Mutual Insurance Company. Their Platinum plan is the most popular and offers up to $250,000 in medical coverage along with the best baggage protection available on the marketplace.
See how AXA Assistance USA compares to other providers on Squaremouth in customer satisfaction and service quality:
*The overall customer rating is the average of all reviews for the provider since they joined the marketplace.
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.
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.
Dear Gabriela,
Thank you for sharing your experience with us.
We value your trust and understand how disappointing it must have been to not receive the email as expected.
After reviewing the situation, it appears there was a small typo in the email address we had on file, which caused the message not to reach you.
We appreciate you bringing this to our attention as it helps us improve and ensure this does not happen again.
If you reconsider us in the future, we would be honored to assist you again and provide the level of service you deserve.
Safe Travels,
AXA Travel Insurance
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?
- Kept requesting same information, despite having the information in the original submittal in the police report of theft. Slowed down process.
- Took 15 days after each submittal for AXA-Claims to respond to submitted information, but only gave me one day to respond to their amount to be paid for the claim. Email supposedly giving me a chance to respond to their amount for the claim was sent by a 3rd party - I didn't see it until much later, as I was traveling.
- No Explanation of Benefits (EOB) was ever provided, neither with the paid claim amount nor on the online site that was supposed to have it. Keep getting message 'EOB Download for this claim is not available at this time." I was told that a copy of the EOB would be emailed me when I called about the status of the claim - it was never sent to me (it's been 19 days since requesting it).
- I received less than 57% of the claimed amount for theft of camera equipment. No explanation was ever provided on why there was such a large discrepancy between the claimed amount and the amount paid.
- No process seems available to dispute the paid amount - I was told there was a Form to do so, but can't find it online - can't discuss with them anyway, since they have not bothered to provide the Explanation of Benefits which would have given me the necessary information.
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Customer Rep was very helpful and knowledgeable.
The preferred provider hospital in Spain was extremely difficult to work with, as the private system is unnecessarily complicated--in fact, almost impossible to navigate. Nevertheless, the medical outcome was ultimately good and the insurance covered everything. I recommend AXA enthusiastically and will continue to use it every time I travel abroad.
After months of AXA delaying pay out of my claim from one excuse to another, my claim was finally paid out after submitting my case to the WI insurance commissioner.
The rep couldn't seem to find my account, so it didn't go very far and wasn't helpful.