Reviews, Sales, and Service Ratings for
AXA Assistance USA

Took quite a bit of time to process. Asked for better copies of a couple of documents which were a bit blurry which was fine. Also told me that I still needed to send info that had already been sent so apparently did not look carefully as what I had forwarded. Did fully pay claim as required so that was great!

I was very pleased with how personal and helpful my customer service experience was

My computer was damaged on my trip. The screen was cracked while traveling and I reached out to AXA to find out the best way to document and submit a claim via the website. I heard nothing back. So I emailed, I'm still waiting 8 days later to hear back. I took photos with timestamps on them and I'm hoping this will suffice for my claim but I wanted to see if this is covered before submitting the claim. I'm pretty disappointed with the lack of reply so far.

I have only ever purchased travel insurance for trips abroad, but I was driving from IL to CA and staying for a couple of months. I have an HMO in Illinois but that will only cover emergencies out of state so I felt like I needed more medical insurance and bought this policy with primary coverage so I didn’t have to go through the step of filing a claim with my insurance that would have been denied. I ended up coming down with COVID, and going to urgent care. I called AXA customer service to ask what the deductible would be and was pleased to know it was $0. She also explained what documentation would be needed so I could collect it as I went along. The bill for the visit was over $700 (!!!). When I got home a few weeks later I filed the claim through their claims administrator. I had a little trouble with the website, but I called and they helped me file a claim via email and gave me a claim number. That was on August 19. Today, August 29, I got an email with a link to accept the payment (for the full amount) via Zelle (bank direct deposit was also an option), and a minute later I had the money. What a great experience, from finding the policy on Squaremouth to filing the claim, to the speed of decision, to receiving the money. 5 stars!

No issues. No idea how things would work with a claim.

Be very careful in choosing AXA. I’ve purchased travel insurance with them previously but never had to file a claim. This time one bag was delayed several days and the other checked back was destroyed. Called the international 24 hour assistance number and it directed to the U.S. number and disconnected. Called AXA U.S. but as I was in Europe the offices were not open so I left a message. They’ve yet to ever contact me outside of via email after I filed a claim. Now they’re requesting information provided when filing again. It’s starting to feel like they’ll do everything they can to not have to fulfill their obligations. Now I’m thinking about the next trip which is also insured by them. Not a good experience.

We had to cancel our trip last minute. Per terms if we gave notice timely we could cancel. Called
Axa timely. Got its voice mail. Left detailed voice mail with policy number and contact information. Axa never bothered to call back. Wouldn’t recommend o use them again. Sometimes a family member passes away. We had to cancel our trip for that reason. Axa was irresponsible.