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Travel Insurance Reviews AXA Assistance USA

AXA Assistance USA is part of the AXA Group, one of the world's largest and financial companies servicing over 95 million people worldwide, with over 50 years of experience in the travel insurance industry.

Learn more about AXA Assistance USA.

Customers who have visited China rated AXA Assistance USA
4.74 out of 5
55
ratings and reviews
100%
recommended
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Cruise
Filed claim
The trip included a
tour
AXA Assistance USA Silver
Fortunately we never had to file a claim, but knowing we had the insurance at a reasonable cost was comforting for peace of mind. Especially as we booked and paid for the travel more than 9 months in advance of the trip departure.
Patrick P. would recommend this plan to a friend or relative.
Coverage
Value
Satisfaction
Claims not filed
  • Crystal
    AXA Assistance USA
    Photo
    We are happy to hear your trip insurance plan provided you with the peace of mind to allow you to really enjoy your travel experience without the worry.
    We appreciate the opportunity to provide coverage for you and hope you will consider AXA Assistance USA for future travels.
    Jun 20,2016
The trip included a
cruise
tour
AXA Assistance USA Gold
We filed a claim when one of our travel companions was seriously injured (precluding travel for 3-4 months) approx 2 months prior to our trip departure. As a result of that injury, we cancelled our trip. As our travel companions were not relatives it was critical that we were able to document that our injured friend was a "travel companion" as that is a term specifically defined in the policy. Once our claim was filed, our insurer was professional & courteous in all regards and fully paid our claim approximately 4 weeks after our claim was submitted. Based on our experience, AXA is a first class, professional operation in all regards. We will never travel again without an insurance policy from AXA.
William N. would recommend this plan to a friend or relative.
1 of 1 people found this review helpful
Coverage
Value
Satisfaction
Claims
Note: This review is for an earlier version of the plan.
  • Crystal
    AXA Assistance USA
    Photo
    Thank you for the review. It can be quite disappointing to have to cancel a trip and hope you are able to reschedule soon! We are happy to learn your claims experience went well and appreciate the opportunity to provide coverage for you. We look forward to providing travel protection for all of your future travels.
    Mar 28,2016
The trip included a
cruise
tour
AXA Assistance USA Silver
The service was somewhat slow because of my confusion as to where to send the claim. But I am satisfied with the outcome. I think the company was fair and I will recommend this service to anyone in the future.
Charles P. would recommend this plan to a friend or relative.
2 of 2 people found this review helpful
Coverage
Value
Satisfaction
Claims
Note: This review is for an earlier version of the plan.
  • Empty Comment
The trip included a
tour
AXA Assistance USA Gold
Overall the AXA Assistance USA Gold plan was very good and fairly priced. We had a luggage claim which was handled to our satisfaction. However, the processing time was slower than expected.
Barbara E. would recommend this plan to a friend or relative.
3 of 3 people found this review helpful
Coverage
Value
Satisfaction
Claims
Note: This review is for an earlier version of the plan.
  • Crystal
    AXA Assistance USA
    Photo
    Thank you for taking the time to provide a review of your purchase. We appreciate your comments and continually use customer feedback to improve our products and services. We hope you will consider AXA Assistance USA again for future travel.
    Dec 09,2015
The trip included a
cruise
AXA Assistance USA Silver
We had to cancel our trip, but our claim was processed promptly after all the required documents were provided. I rebooked the trip for next year, will use the same plan again.
Dale M. would recommend this plan to a friend or relative.
2 of 2 people found this review helpful
Coverage
Value
Satisfaction
Claims
  • Crystal
    AXA Assistance USA
    Photo
    Thank you for the review. It can be quite disappointing to have to cancel a trip but we are happy to know your claims experience went well and you were able to reschedule the trip. We appreciate the opportunity to provide coverage for you and look forward to providing travel protection for all of your future travels.
    Nov 11,2015
AXA Assistance USA Gold
Fortunately, I did not have to put in a claim.
Patricia N. would recommend this plan to a friend or relative.
Coverage
Value
Satisfaction
Claims not filed
Note: This review is for an earlier version of the plan.
  • Empty Comment
The trip included a
tour
AXA Assistance USA Platinum
The AXA Platinum plan provided the best mix of trip and medical protection of the many I had to choose from on InsureMyTrip. My only complaint is the lackluster level of response I got from their customer service and claims department when I filed a medical claim.

My wife passed out and was unresponsive for several minutes on one of our first days of the trip. At a doctor's suggestion we took her to an International Medical Clinic location in Beijing. There they performed many tests and gave her a saline drip and pills to take after leaving the clinic. The charge was just under $1,700. I had the clinic call the AXA claims number at the time of service and they were advised that I should pay the bill and submit the claim once I returned home. That was OK with me. I then e-mailed the AXA claims department to summarize the incident and ask for directions on how to process the claim. I got no response, so several days later I resent the e-mail and finally received a reply with instructions for claim filing.

The day after returning home I filled out the required forms and sent all the information via USPS Priority Mail to AXA. I also sent an e-mail telling them to expect the claim and asking them to let me know when it arrived and if any additional information was needed. They received the claim on 9/23/15 but did not notify me that it had arrived. I followed up with another e-mail on 10/5/15 to ask for a status report. I was finally notified by e-mail on 10/13/15 that the claim had been received and on 10/16/15 that it had been approved. So, AXA honored the claim as they should have and all is well from a reimbursement point of view.

My complaint is the unresponsiveness of the claims department. All e-mails from a customer should be acknowledged within 24 hours if to do nothing else than to say that they were aware of the claim and the e-mail. Once a claim is received the customer should be notified within 24 hours and given some idea of what to expect in terms of processing time. To wait to acknowledge receipt of a claim for several weeks in unacceptable. Claimants want to know that documents have been received and the status of processing their claim. I can't believe this would be burdensome for AXA and would be of a real benefit to the customer.

All's well that ends well. I just hope that AXA can improve their customer response procedures. A claim may be a small thing for them but a big thing to the client.
John H. would recommend this plan to a friend or relative.
11 of 11 people found this review helpful
Coverage
Value
Satisfaction
Claims
Note: This review is for an earlier version of the plan.
  • Empty Comment
The trip included a
cruise
tour
AXA Assistance USA Gold
Seemed like good coverage, but since I didn't file a claim there's no telling if it was good.
Edward S. would recommend this plan to a friend or relative.
Coverage
Value
Satisfaction
Claims not filed
Note: This review is for an earlier version of the plan.
  • Empty Comment
AXA Assistance USA Gold
would not go to China with out travel insurance....
Thomas A. would recommend this plan to a friend or relative.
Coverage
Value
Satisfaction
Claims not filed
Note: This review is for an earlier version of the plan.
  • Empty Comment
AXA Assistance USA Silver
It was nice knowing we had coverage if needed. The cost of our policy was reasonable and well worth having.
Sharon A. would recommend this plan to a friend or relative.
Coverage
Value
Satisfaction
Claims not filed
Note: This review is for an earlier version of the plan.
  • Empty Comment
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