AXA Assistance Travel Insurance Reviews

When we were told by the airline that our outbound flight had been cancelled, I contacted AXA to see if the trip interruption policy would cover emergency rebooking with a different airline. I was led to believe that would not be covered. I was unpleasantly surprised because this seemed like a crucial covered event. While the information from the airline turned out to be false in the end, and the flight was still there, this undermined my trust in AXA and I'm unlikely to buy their insurance policies in the future.

My daughter & I just returned from our first overseas vacation and deciding to use SquareMouth was the best decision we made, allowing me to relax and enjoy the cruise, knowing that we would be in good hands if needed. The process was a breeze, our agent was knowledgeable, patient, and helpful in all ways, answering both of our many questions and concerns--and all for an unbeatable price! As a Senior, this trip was a test in many ways for me--but I am anxious to spend more time traveling with family and friends in the near future, and SquareMouth is my direct " go-to" as the only insurance provider we will consider. They are AWESOME!

This is my second experience with AXA Assistance and I continue to be very pleased.

They had problems understanding my request and basics like my name and policy type
Had to repeat myself a lot

The agent on the phone was very helpful when our flight was cancelled. She sent a claim form but we have not filled it out yet as we are collecting data from the travel agency.

Thank you for what appears to be a quality product. Our trip was to England where their national healthcare program does not charge tourists, or at least that was the case for one of our tour members who sought medical care of a doctor who treated and prescribed medication free of charge.

I realize that travel policies are for catastrophic health issues and I hope that they would normally pay for themselves many times over at such an event.

Glad I didn't need to seek medical care while on vacation, yet.

Helpful, friendly and knowledgeable representative on the phone. Answered lots of questions from this first time international traveler. Price was great--I'd shopped around to specific websites. It was great being able to choose from many carriers.

My bag was delayed when I arrived in Johannesburg. I did not receive it for about 2 days. KLM was less than helpful. I was leaving for Victoria Falls the very next morning. They said that they would get the bag to Victoria Falls airport, but I would have to go to the airport to pick it up. That is not acceptable. Luckily, I was able to pay a person to retrieve it for me. I intend to submit a claim for the necessities my husband and I had to purchase.

I informed AXA assist by phone on April 10 indicating that I would be making a claim. They responded with instructions and forms the same day. I completed the requested package of material (around 25 pages) and mailed it to the requested address (PO Box in Miami) by Priority Mail with a tracking number on April 24. The tracking history shows the delivery in Miami on April 27. Having heard nothing regarding status, I sent an email on May 5 to the appropriate address (travelclaims@axa-assistance.us) asking for confirmation that the package had been received. Approximately a week later (having received no response by email), I again called the customer claims number (855-327-1430). They could find no record of my claim having ever been received. It was indicated that they would use the tracking number I provided to track the package and call me back on May 15. Having received no call on the 15th during the day, I called back at 5:00p on the 15th and was told that the rep I was working with was not in that day. The available rep read the case notes and promised to give me a call with a status the following day. I received a call on the 17th from the third rep involved and was told that there had been no progress in locating the file and a suggestion was made to email the file. I did not want to email the file due to the size of the document, as well as the fact that email is not a secure transfer. Furthermore, the email address I was suggested was the same one I used on May 5 with no response. I was never told that the file had been declared "lost", and was never told to re-send it by mail. Further, I was never told that email or fax was my only option (I would have reluctantly pursued it). I asked if there was another address and/or a person that could be identified as the recipient. I was asked to give them another day to locate the file, and I expected a call the next day (May 18th) to conclude an action plan one way or another. I received no call.

At this stage, I am researching different contacts I can pursue to get the review of my claim started. It has been 3 1/2 weeks since I originally mailed the claim and it hasn't even been "received" yet.