Travel Insurance Reviews for AXA Assistance USA

Got Covid-19 five days prior to departure and had to cancel the first part of our trip. Spent almost $6k to get short-notice air tickets for the revised itinerary. Claim just got paid. Took nearly 5 months, but got paid in full! Totally restored my faith in travel insurance, or at least my faith in AXA.

I had a piece of luggage get destroyed by American Airlines. While the process for making the claim was a lot of work, it was approved and I'm pleased with the results.

my entire trip was canceled long before travel. I asked for a refund because of this. They refused, saying that Holland America didn't refund my deposit, using this as an excuse for denying a refund. HA did refund the deposit.
Typical insurance company.

We had to cancel our trip after being diagnosed with Influenza in March 2020. I was concerned that our claim would be seriously delayed due to the number of COVID-19 claims, but was pleased to receive a check in the mail for the full amount within three weeks of submitting our claim. Just purchased a policy from the same company for our rescheduled trip in October.

This is the worst experience I've ever had. I have been trying to file a claim for 4 days but no one ever answers the phone. I was on hold over three hours yesterday no one picks up. Absolutely a scam.

when you call they act like it’s a problem they want to tell you how many times you called l wouldn’t call if my issue was resolved in a timely manner each time I’ve called my claim is being processed I sent over supporting paper work 11/18 was told on 11/25 additional documents were needed they didn’t tell me I figured it out myself and allow 15 days for processing they really mean allow 30 days for processing when a person has a surgery what more needs to be discussed give them a refund it’s already nerve racking enough you didn’t take 30 days to receive my money oh and the customer service rep Andrew is terrible no type of customer service or compassion you are clearly in the wrong field sir never again will I use this company and will tell all my friends and members of my travel group the same

This plan exceeded my expectations. The coverage was transparent and a great value. We unfortunately had to file a claim and it was processed efficiently and timely. Highly recommend!

STAY AWAY FROM AXA INSURANCE. An insurance plan is only as good as the claim process, and my experience was terrible. My hotel reservation was cancelled 4 hours prior to arrival, due to the hotel booking firm going out of business. I called to ask whether my policy covered this as I was not sure if it did. The customer service person promised me a response in 2 hours, as he was also not sure, but none came. More than 24 hours later (during which time I had to scramble to rebook the hotel at a higher cost), I received an email saying I had filed a Trip Interruption claim (I had not - and it didn't seem that it would be covered under this section anyway) and asking for documentation they knew I wouldn't have. There was no explanation as to why they sent this and suggested I file under that. I emailed back to explain the situation as I assumed the phone rep had not understood or correctly communicated it, and question what the email was about but received no reply. I also received no further communications asking if I needed further assistance, or wished to proceed with my claim. All-in-all this was a very frustrating experience under stressful circumstances, I will not buy from AXA Assistance again.

We submitted a straightforward Trip Delay claim, fully documented, and received the full amount we requested, as indeed we should have, but what we found outstanding about this situation was the speed with which AXA processed our claim, all within just a bit over a month.

New luggage severely damaged by company that delivered my bags from airport to hotel, damaged worse en route home. After submitting proper documents, purchase price of bag covered.