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Travel Insurance Reviews AXA Assistance USA Gold

The AXA Assistance USA Gold plan offers travel insurance, travel assistance, and concierge benefits. It provides coverage for a variety of concerns, such as changes during your travel due to inclement weather, bankruptcy of a travel supplier, and much more.

Customers rated the AXA Assistance USA Gold plan
4.50 out of 5
2,007
ratings and reviews
96%
recommended
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Cruise
Filed claim
The trip included a
tour
AXA Assistance USA Gold
Didn’t need to file a claim this trip, but did LAST trip and service was excellent.
Michael M. 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
I didn’t have to use the insurance sooo, I’m pretty satisfied but idk how it would have been if I’d had to file a claim
Elijah D. 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
cruise
tour
AXA Assistance USA Gold
I don't see any reason trip insurance has to be as expensive as it is. I only bought it because the country to which I traveled has it as a requirement. That said, your website made it easy to shop and compare. But all the prices are way too high!
Jeanne B. 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.
  • Carol
    Photo
    We are very happy to hear that you were pleased with our website. We would also trust that you will not be surprised to hear that the number one complaint would probably be pricing.

    Your Comprehensive plan premium was based on the age of the traveler, trip cost and the length of the trip. Your premium was 6.61% of your total trip cost which would match the industry standard.

    That being said, you did an excellent job in selecting a policy since the AXA Gold plan included 100,000 USD in primary medical coverage. Despite the premium, you would have been very thankful for the coverage if you were unfortunately ill or injured.

    Once again, we thank you for taking the time to reply to our request. In the future, you may wish to have our assistance in quoting and selecting a plan. You can reach us weekdays from 7:00 AM to midnight ET and weekends from 9:00 AM to 9:00 PM.
    Mar 22,2018
The trip included a
cruise
tour
AXA Assistance USA Gold
Great plan at good price!! Didn’t use the plan, but was a good piece of mind that we had it!!!!
Keith B. 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
cruise
tour
AXA Assistance USA Gold
I filed a claim and was told it would take 30 days. After 30 days I called to ask the status, and was told all agents were not available and that I would receive a call back in 1 hour. About 4 hours later I received a message that they had called. I called back the next day, and was told that they were working on it. The following day, I received 3 emails. The first was totally illiterate with more misspellings than correct. The second recalled the first, and the third was a repeat of the first. I again called in and was told my claim was incomplete. I was then told it would be escalated to management and that I would hear soon. I asked what that time frame was and was told a "minimum" of two days. I asked what the maximum was and was not given an answer. Amount of the claim is minimal, less than 4% of the total for trip interruption. All of the important things are not even covered, since there are "no receipts" such as frequent flyer mile loss, downgrading to coach from first class, etc. Since their was no outlay, there are no receipts and therefore not covered. Not at all satisfied, would never use them again, and will tell everyone I know.
Barry H. would not 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.
  • Mike
    Photo
    Thank you for your feedback. We appreciate you using InsureMyTrip for your travel insurance needs. We are sorry to learn that you are dissatisfied with your claims experience. The claims administrator is required to adjudicate claims based on the terms and conditions of the policy and with any travel insurance policy you would be required to provide proof of loss. Receipts and documentation are required to support a claim.

    If you choose to appeal this denied claim with the supporting documentation, please feel free to contact our advocates team and we would be help to help facilitate that. We can be reached at 800-487-4722. Customer Advocates contact the insurance providers on the customers behalf in an effort to resolve claim issues.
    Apr 02,2018
The trip included a
cruise
tour
AXA Assistance USA Gold
When comparing price and coverage among several providers, I often choose AXA. Will likely choose them again for future trips.
John B. 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 Gold
I purchased a plan from AXA Assistance to cover everything, cancel for any reason, terrorism, medical reasons, etc. I was unable to go on my trip due to medical reasons, so I filed a claim. I had my physician fill out their form, and I faxed in the paperwork immediately with all the other requested information. They sent me an email saying they received my fax and to wait 30 days before expecting a response. Really? I waited 30 days, called and spoke with a representative that was very contrite, and told me I would hear from someone soon. Another week went by, so I called back and was told again that someone would reach out to me. The next day I received an email from a claims adjuster that my medical form was not correct. The physician said I was unable to travel from the time of my clinic appointment to the present day, which was the case. So I had to call again and ask why that was not correct. Again, the representative was very polite. At this point I was very angry. I asked what I was supposed to have the physician state on the form? I was told that there can't be an open date. Several times on these calls I pointed out that I purchased a policy that covered "cancellation for any reason" so I didn't understand why this was taking so long as I had a valid reason. I accused them of dragging their feet so that they wouldn't have to pay the claim. Twice I had representatives ask me if I changing my claim filing under "cancellation for any reason." I was reluctant to start the process over as much time had already passed.
I sent in the correct form from my physician with a finite date, that ended when the tour ended. Apparently that is their policy, but no one informed me before. Why didn't the claims adjuster just state their policy? And why do they need a finite date for medical reasons? I faxed in the updated forms with a letter that stated I was going to notify the state insurance commission, as well as post negative reviews on every social media site I was able. I received a confirmation the next day via email that my claim was approved. They sent me a check, but it took at least two weeks.
I would NOT recommend this company. As I stated, I really felt as though I was given the run around so as to delay or avoid payment of my claim.
Lise T. would not 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.
  • Mike
    Photo
    Thank you for your feedback on the policy. We are sorry that you were dissatisfied with your claim experience. We are pleased that you ultimately received reimbursement of your loss. We do want you and your fellow customers to be aware that InsureMyTrip offers a Customer Advocate Program. Customer Advocates are representatives assigned to assist customers who experience issues after filing a claim. Requesting a Customer Advocate is as simple as calling 800-487-4722 or emailing [email protected], explaining the events which resulted in a claim, and the challenges you are facing.
    Mar 01,2018
The trip included a
tour
AXA Assistance USA Gold
Bought the insurance in good faith including car rental coverage. Claim was denied even though completely legitimate documentation was provided.

Then my InsureMyTrip advocate intervened. They enabled more dialog with the insurance carrier and eventually the claim was processed fairly. Two thumbs up for InsureMyTrip.
William H. would not 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.
  • Empty Comment
AXA Assistance USA Gold
My Husband was happy that I had this plan so he did not have to worry while I was away skiing.
Mavis C. 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
It was bad enough to have a 24+ hour delay and a lost day in Brussels to only have the insurance company ask for unreasonable items to verify our trip cancellations. Beware that if you miss a ticketed activity, they want official cancellation documents from the companies. Apparently, showing missed flights and missed hotel nights was not enough to convince them that we also missed the activities. We even had to pay for two hotel rooms on one night in order to prevent our entire reservation in Brussels from being cancelled. We were not able to get reimbursement for that That does not work when you don't even get a chance to visit the city and the tickets were through companies that does not advertise email address for which to get cancellation documentation. Needless to say, this was a waste of money and we are COMPLETELY dissatisfied with their service. Never again! We ended up paying an extra 25% of our total trip cost only to be shunned by this insurance carrier.
Mark B. would not 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.
  • Carol
    Photo
    Thank you very much for taking the time to submit your review. It is never pleasant to hear that your claim was denied. However, it is a standard requirement of AXA Assistance USA, as well as all other travel insurance providers, that the traveler submit copies of invoices, reservations and/or receipts along with the common carrier and any other travel providers' cancellation confirmation.

    If you do find that you can secure the requested documents for your claim, would you please call Customer Care at (800) 487-4722 to request an Anytime Advocate so we can assist you in disputing your claim.
    Feb 14,2018
  • Seth Hancock
    AXA Assistance USA
    Photo
    Thank you for taking the time to provide feedback regarding your experience. We are sorry that you experienced travel issues that caused you travel delays and additional issues while traveling.

    At AXA, we do require that proof of loss must be provided in order to process a claim and understand that sometimes it can be an inconvenience to obtain that information. We have customer service members available to assist during the claims process when ever any issues may arise. We regret that you did not approve of our claims handling process but will use your feedback to consider how we can improve the claims process moving forward.
    Feb 15,2018
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