AXA Assistance Travel Insurance Reviews

I picked AXA Assistance USA (AXA) on Squaremouth based on their price, the number of policies they'd written and their reviews. But, you never know about an insurance company until you file a claim.

As it happened, I suffered a severe infection in my left hand that required ten days of hospitalization and surgery in Hobart Tasmania. I received excellent care at a very modest cost compared to the U.S. Nevertheless, those costs were still substantial. AXA paid my complete claim.* I highly recommend AXA.

My notes reflect that I called the AXA 24-hour assistance line when I presented at the emergency department. Their representative explained what records I would need to file a claim (a medical report documenting the diagnosis and treatment, and an invoice and receipt). She told me to call back if I had to be admitted.

After 36 hours on oral antibiotics my infection was not improving so I had a good breakfast and admitted myself to the hospital. My notes show that I spoke to AXA at that time, and the representative generated a case number. I spoke with the AXA 24-hour assistance personnel several times over the next 10 days. They always had my information at hand, including notes from previous conversations. When I informed them that I had been told that I would need surgery a nurse from AXA Assistance USA called the nursing station at the hospital and obtained my diagnosis and treatment records. This seemed a formality and caused no delay.

One thing that particularly impressed me was that early in my hospitalization AXA called to make sure that I had the financial ability to pay for my care. If not, they were prepared to make some arrangement (e.g. an advance) to pay for my care. I had sufficient credit on my credit card, but I really appreciated that inquiry.

Over the next days I talked to AXA several times so I could be clear about how I should document my costs, and could be clear about how I should handle my travel arrangements. Had I needed medical repatriation they would have made arrangements for me, but because I was cleared to fly home on my own they told me to make my own arrangements.

A few days ago I received the Explanation of Benefits for my medical and travel interruption claims. AXA paid all but a very small fraction of my medical claim and all of my travel interruption claim. It turns out that I had not submitted with my medical claim copies of charges on my credit card statements that would document the exchange rate used by my bank and the foreign transaction fees they charged me. (I submitted the actual invoices in Australian Dollars, but I only summarized the charges in U.S. Dollars from my Bank.) The AXA representative I contacted for clarification explained what had happened and told me to submit records of the actual charges and AXA would pay the difference. Save yourself this delay and include your credit card charges with your claim.

Easy to purchase and easy to understand the policy limits.

I was very pleased with the customer service representative who helped us find the best policy. He listened to our concerns, what we wanted coverage for and we felt protected even if we didn't actually need to file a claim. Would definitely use them again!

We were unexpectedly detained at the Botswana exit border for 5 hours. This resulted in us missing the next border and missing out prepaid, non refundable accommodations. As a result we had to get an additional room in Namibia for the night.

Amazing travel insurance company and policy! Excellent, friendly and knowledgeable customer service representatives. We were traveling for seven weeks to Australia and New Zealand, so chose a company with high ratings in covering international travel - we also wanted to add coverage for rental cars. Boy am I glad we went with AXA Assistance. By the end of our vacation, one of our rental cars in Australia had been side-swiped in a parking lot, removing some paint. Then in New Zealand, I had to finally break down to see a doctor for a severe case of bronchitis. Upon our return to the U.S., I submitted our receipts with the online paperwork and awaited a response. I received a confirmation of receipt of my claim, and was told they would contact me if they needed additional information. No additional information was requested. Within two weeks... we had received two checks, one for the car damage, and the other for the doctor visit and prescription. No hassles, prompt service. We highly recommend... and will definitely be using again!

Insurance is a complicated subject. AXA customer assistance helped us to understand what we needed.

your online applying is not user friendly. Specially amount spend up to time of filling the application. also it rejected me for having paid total amount to the air line & lodging. There are a lot of tours where they require tourist to pay total amount to get discounted. But when I applied for insurance, the robot form rejected me.

The policy addressed all our concerns. The agent I contacted was very helpful in correcting a policy that I bought because the website did NOT have accurate information on whether or not the policy was primary or secondary in coverage.
It was corrected by the agent but you need to review your web page for future use.

I am compiling the paper work to file a claim for trip interruption and medical treatment

We were delayed on our trip due to a mechanical problem in London. We left 1 hr and 45 min. late. We arrived at SFO 20 minutes before our connecting flight departed. The total for my wife and I for hotel and two meals came to $344. Unfortunately it is not yet resolved three weeks after providing documentation. They asked for additional documentation which I had already provided. The additional documentation they wanted had nothing to do with the delay or the cost of the delay.
I resubmitted the documentation for a second time a couple of days ago. Had this been something that was $2-3K I could see wanting everything. But this is a delay. There were no seats available that night for the last leg of our flight so they put us over to a flight at 11:30 a.m. the next day.
So far I am disappointed.