Travel Insurance Reviews for AXA Assistance USA

My husband and I planned a fabulous cruise that was to leave from Lisbon Portugal and end in Amsterdam with a hotel stay there for 4 nights. As we always do at the senior stage of life, we purchased insurance from "insuremytrip". I love that I can compare different plans for coverage & cost to help make a decision. We also chose the "cancel for any reason" addition to the policy. This is the first time I have ever had to make a claim on insurance, but we decided to cancel just before the final payment came due and I submitted a claim. Within about a month, we had a check for the 75% maximum reimbursement based on the terms of the plan. We were very satisfied!

We purchased insurance for a catamaran trip in the BVI. As we started our trip there was a minor risk of a hurricane forming but it was supposed to take days before posing any threat if at all... 3 days of 7 in the operator said we had to beach the ship and we should leave the BVI because a hurricane was going to make landfall there in 4 days on our original day of departure.

We had to buy last minute tickets to get the 6 of us home. We had 2 hr direct flight on spirit and 22 hrs return flight to St Martin, Panama then to Miami and an 2 hour uber ride home. Hurricane Irma ravaged the BVI, and then followed us home to Florida.

When i went to file a claim i was denied because 1) we chose to leave BEFORE the hurricane hit (even though the island ordered an evac and the operator ordered us off) 2) Before our airline cancelled our return flight (the morning the hurricane hit spirit cancelled the flight) 3) there was only a potential threat to our home; ie if we rode it out there we couldn't make it back to shutter up our house...

So I asked in writing what should i have done and the response was that we should have waited out the storm in the BVI and they would have reimbursed us for return flights... whenever we could have gotten them. I asked should i have cancelled the trip since a tropical storm was being watched (though it wasn't a hurricane) and the answer was we wouldn't reimburse you for that since you chose to cancel before an act of nature.

So in short if a hurricane is coming your on your own unless you ride it out at your destination, then you may stand a chance of some sort of reimbursement No reimbursement for the lost flight, transfers or the emergency flights out. But have fun with no food, water or power for how ever many days before airlines resume flights.

The only positive was the catamaran provider took complete care of the crews, got them home to saftey, and without question gave us a credit for the days we missed.

AXA claims handling is terrible. I made a claim because the first leg of a three leg international journey was cancelled due to a winter storm. I had to rent a car to drive 300 miles to the next airport to catch the second leg of the trip. The airline's ticket refund was less than the cost of the rental car. I filed a claim with AXA for about $100--the amount the rental car charge exceeded the airline reimbursement.

I submitted the extensive documentation AXA required. After 6 weeks, AXA denied the claim with a nonsensical letter. I explained the claim again, and AXA requested additional documentation, which I provided. In response, AXA denied the claim again--this time insisting that my flight was cancelled 2-1/2 months before departure, not the night before departure. I threatened a small claims lawsuit and reported the matter to insuremytrip.com. After a few weeks, AXA requested (for the first time) a letter from the airline confirming the cancellation and the reason. I provided that documentation and my claim was finally accepted.

I have used AXA on several occasions without having to make a claim, but on this occasion i fell ill while on a trip to China and had to get treatment.. i made a claim and it was dealt with efficiently and fully.. I will continue using AXA in the future.
Well worth having the insurance !

One week after filing we received an email from AXA confirming our claim had been received and that it could be up to 30 days for a response. Six weeks later we get another email saying the claim cannot be processed without further information, they wanted a copy of an E-ticket for a rebooked flight, since there was no rebooked flight and that was made very clear in the initial claim, I can only assume that AXA was trying to deny the claim and trying to get out of paying out. After responding, they finally issued a check almost three weeks later. So total time to settle was 9-10 weeks. This was a simple claim, dealing with a flight cancellation, hotel reimbursement and alternative travel, I can't imagine how long it would take if it was more complex.

Ultimately, the plan covered what it was supposed to. It took three months of resubmitting documents repeatedly to finally get the claim solved. I would not go out of my way to insure with AXA as dealing with the claim process was not satisfying or timely. We are glad that in the end, they did cover the entire claim.

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.

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.

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.

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.