Travel Insurance Reviews AXA Assistance USA Platinum
The AXA Assistance USA Platinum plan offers the highest limits of coverage out of all three AXA Assistance plans. Just like the AXA Assistance USA Gold plan, the Platinum plan provides additional Travel Delay benefits along with coverage if your golf or ski trip is disrupted due to Inclement Weather. Another added benefit is coverage for Sports Equipment Rental coverage.
To learn more, see the AXA Assistance USA Platinum product page.
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.
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.
12 of
12 people found this review helpful
The trip included a
cruise
tour
AXA Assistance USA
Platinum
Easy to purchase, provided good info, but had no claim, so I don't know about the most important factor.
Cecil S. would
recommend this plan to a friend or relative.
The trip included a
tour
AXA Assistance USA
Platinum
Best price for the comprehensive coverage offered, and by a well rated, stable firm.
Kenneth W. would
recommend this plan to a friend or relative.
The trip included a
tour
AXA Assistance USA
Platinum
Plan covered everything I was concerned about, especially the cost of having to cancel and re-book flight tickets made with frequent flyer miles. I didn't use this feature but it gave me security to know that it was there if an issue arose and I was covered for airline ticket change fees. Also this policy provided more comprehensive medical coverage. Will use it again for my trip next summer.
Fulton F. would
recommend this plan to a friend or relative.
The trip included a
cruise
tour
AXA Assistance USA
Platinum
Claims assistance was very helpful and caring. Settlement was accurate and prompt.
Alan M. would
recommend this plan to a friend or relative.
1 of
2 people found this review helpful
The trip included a
tour
AXA Assistance USA
Platinum
It always gives me peace of mind to have insurance on an expensive trip.
Helen B. would
recommend this plan to a friend or relative.
The trip included a
cruise
tour
AXA Assistance USA
Platinum
I had a trip planned with my wife and bought insurance through AXA. Unfortunately, an illness in the family kept me from taking the trip. AXA made a prompt , hassle free settlement of my claim. Very satisfied customer. Will use again.
thomas m. would
recommend this plan to a friend or relative.
1 of
1 people found this review helpful
The trip included a
tour
AXA Assistance USA
Platinum
I did not need to use the insurance so could not really evaluate the plan effectively.
Ruth D. would
recommend this plan to a friend or relative.
The trip included a
tour
AXA Assistance USA
Platinum
Just having the assurance that we were covered made our trip so much easier.
Diane G. would
recommend this plan to a friend or relative.
The trip included a
tour
AXA Assistance USA
Platinum
We did not have to file a, claim against the plan, but felt comfortable that we were covered.
frederick h. would
recommend this plan to a friend or relative.