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Overview

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.

Trips Protected
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SINCE 2015
79,216
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AVG. MONTH
137
Total Reviews
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SINCE 2015
1,057
Detailed Rating
Customer Service Before Trip
4.33/5
Customer Service During Trip
3.62/5
Customer Service During Claim
3.71/5

See how AXA Assistance USA compares to other providers on Squaremouth in customer satisfaction and service quality:

Overall Customer Rating by Provider
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*The overall customer rating is the average of all reviews for the provider since they joined the marketplace.

Customer Reviews

4.21 (1,057 reviews)

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.

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    646
  • 4
    206
  • 3
    89
  • 2
    48
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    68
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  • “
    AXA Assistance USA policy: Gold

    Quick service. Easy to talk to.

    Sharon Suds from PA
    Review Received: December 9, 2016
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    “
    AXA Assistance USA policy: Platinum

    Easy to work with AXA Assist.

    Timothy from AZ
    Review Received: December 4, 2016
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    0 out of 0 people found this review helpful
    Response from AXA Assistance USA

    Thank you for the review! We are delighted to know you’re happy with your purchase and had a trouble-free trip but were covered in the event the unexpected occurred. We look forward to providing travel protection for all of your future endeavors!

    “
    AXA Assistance USA policy: Silver

    fair treatment on double booking refund.

    allen from KS
    Review Received: December 4, 2016
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    0 out of 0 people found this review helpful
    Response from AXA Assistance USA

    Thank you for the review. We appreciate the opportunity to provide coverage for you and look forward to providing travel protection for all of your future travels.

    “
    AXA Assistance USA policy: Gold

    We were unable to take the trip due to medical reasons and had to file a claim. We received half our claim. We are still waiting for the other half. your customer service rep has told us that it's coming but we've not yet received it.

    Thomas from GA
    Review Received: December 3, 2016
    Was this review helpful?
    26 out of 26 people found this review helpful
    Response from AXA Assistance USA

    We appreciate the feedback you have provided and are sorry to learn you were unable to take your trip. Your claim has been fully processed and the remainder is being sent via FedEx. We apologize for any difficulties you may have experienced in filing a claim and hope you will consider us again for future travel.

    “
    AXA Assistance USA policy: Silver

    The nurse on call was very helpful during a difficult night in a Delhi hotel when I was not sure if I should seek additional treatment for not.

    ronald from OH
    Review Received: December 2, 2016
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    2 out of 2 people found this review helpful
    Response from AXA Assistance USA

    Thank you for the review! We are delighted to know you’re happy with the assistance received from our on-call nurse and hope the remainder of your trip went well. Please think of AXA Assistance USA for any future travels. We hope to continue to provide you with a worry-free experience.

    “
    AXA Assistance USA policy: Silver

    I received good advice on which policy to purchase

    Douglas from WA
    Review Received: December 1, 2016
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    0 out of 0 people found this review helpful
    Response from AXA Assistance USA

    Thank you for the review! We are delighted to know you’re happy with your purchase and had a trouble-free trip but were covered in the event the unexpected occurred. We look forward to providing travel protection for all of your future endeavors!

    “
    AXA Assistance USA policy: Platinum

    Too soon to tell, as claim is still being processed. We had to cancel our trip due to an unexpected cancer diagnosis and the need to commence treatment.

    Andrew from CA
    Review Received: November 30, 2016
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    10 out of 10 people found this review helpful

    Review Updated: 12/28/2016

    Initial telephone contact was polite and professional; all claim forms were sent promptly with appropriate instructions. Claim was processed within a reasonable time with no hassle and was paid in full. I have absolutely no complaints and would definitely do business with AXA again.

    Response from AXA Assistance USA

    Thank you for the review. We are sorry to learn of your trip cancellation and are sending our well wishes for treatment. Please note that your claim has been received and approved. We appreciate the opportunity to provide coverage for you and hope you will consider AXA Assistance USA for future travels.

    “
    AXA Assistance USA policy: Silver

    So easy to complete the policy purchase.

    Lloyd from WA
    Review Received: November 26, 2016
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    0 out of 0 people found this review helpful
    Response from AXA Assistance USA

    Thank you for the kind review! We are delighted to know you’re happy with your purchase. We appreciate the opportunity to provide coverage for you and look forward to providing travel protection for all of your future endeavors!

    “
    AXA Assistance USA policy: Silver

    We had to file claim with AXA. The customer service was very helpful and they did their best to assist us due to the emergency visit to the Italian ER. They explained things well and advised us of what to due. Since we have been home they are always ready to answer any questions I have no matter how many times I called. So far they have been great. They are review my claim at this time.

    Dahlia from OK
    Review Received: November 24, 2016
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    2 out of 2 people found this review helpful
    Response from AXA Assistance USA

    Thank you for your feedback. We are delighted to know you’re happy with your purchase and have had a pleasant customer service experience. We appreciate the opportunity to provide coverage for you and look forward to providing travel protection for all of your future endeavors!

    “
    AXA Assistance USA policy: Gold

    Reliable

    Elayne from FL
    Review Received: November 22, 2016
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    0 out of 0 people found this review helpful
    Response from AXA Assistance USA

    Having trip coverage certainly helps you focus on the important things like enjoying the travel experience and destination. We appreciate the opportunity to provide coverage for you and hope you will consider AXA Assistance USA for future travels.

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