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AXA Assistance USA
Gold
I would avoid AXA for your travel insurance needs.
We are extremely dissatisfied with the claims and appeal process with AXA. We will never use them again. We submitted our claim four times, the initial claim and three appeals. I can say that this company is not client friendly. They do not reach out, and if you make an appeal, they do not tell you what information is needed for review or clarification. From our experience, it was clear that they did not read our supporting documents, there was no personal contact with the person(s) reviewing the claim nor was that encouraged. You can speak with the marketing people, who will assist you in purchasing their coverage, but if you have a claim good luck.
Our claim was based on the damage and lack of access to the property because of 6 weeks of severe weather and flooding which occurred prior to our scheduled vacation. The flooding damaged the property and washed out roads preventing access for repairs. Yet, the insurance company chose to focus repeatedly on a contract provision that would allow them to deny the claim, rather than consider in our opinion all the factors that went into our making a claim.
The only bright spot in this entire process was the help and encouragement we received from working with a highly professional person at InsureMyTrip, (a company that provides a consumer rating service for travel insurance). This woman encouraged us to focus our frustration and continue to make our appeals providing more information and citing contract provisions to clarify our claims.
AXA’s management is very short sighted. They are difficult, impersonal, and drawn out in their dealings with insureds who make claims. It obvious they are not concerned with repeat business. Their marketing is all “sweetness and light†to get your money, then it is too bad when you make a claim. What would be refreshing is if they were honest enough to just say they are not selling fair and useful insurance, just a contract for the right to sue.
We are extremely dissatisfied with the claims and appeal process with AXA. We will never use them again. We submitted our claim four times, the initial claim and three appeals. I can say that this company is not client friendly. They do not reach out, and if you make an appeal, they do not tell you what information is needed for review or clarification. From our experience, it was clear that they did not read our supporting documents, there was no personal contact with the person(s) reviewing the claim nor was that encouraged. You can speak with the marketing people, who will assist you in purchasing their coverage, but if you have a claim good luck.
Our claim was based on the damage and lack of access to the property because of 6 weeks of severe weather and flooding which occurred prior to our scheduled vacation. The flooding damaged the property and washed out roads preventing access for repairs. Yet, the insurance company chose to focus repeatedly on a contract provision that would allow them to deny the claim, rather than consider in our opinion all the factors that went into our making a claim.
The only bright spot in this entire process was the help and encouragement we received from working with a highly professional person at InsureMyTrip, (a company that provides a consumer rating service for travel insurance). This woman encouraged us to focus our frustration and continue to make our appeals providing more information and citing contract provisions to clarify our claims.
AXA’s management is very short sighted. They are difficult, impersonal, and drawn out in their dealings with insureds who make claims. It obvious they are not concerned with repeat business. Their marketing is all “sweetness and light†to get your money, then it is too bad when you make a claim. What would be refreshing is if they were honest enough to just say they are not selling fair and useful insurance, just a contract for the right to sue.
Michael T. would not
recommend this plan to a friend or relative.
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As we previously discussed, Trip Cancellation would have reimbursed you if you had to cancel your trip due to a "Covered Reason" which would always be a reason specifically stated within the policy. If the reason you canceled your trip was not listed as a covered reason, then AXA would deny your claim. Since the rental owner reimbursed you for the rental expense when he canceled your reservation, your claim was originally submitted for airline costs only. In your claim, the property owner indicated that he had been unable to complete his remodeling due to road closures from seasonal rainstorms that would not allow vehicles into the area. Of course,remodeling would not have been a covered reason in any of our plans, so AXA denied your claim.
Later we appealed your claim by requesting coverage under "(m) A cancellation of Your Covered Trip if Your arrival on the Covered Trip is delayed and causes You to lose 51% or more of the scheduled Covered Trip duration due to the reasons covered under the Trip Delay benefit...(e) Severe storms that cause a route closing validated by the National Weather Service records and local Department of Transportation records." Unfortunately the appeal was also justifiably denied since the house was under renovation at the time.
We hope that you will someday reconsider purchasing a plan for a another trip. Although there is no plan that will cover everything, you now have a better understanding of Trip Cancellation coverage which will always work to your advantage when selecting the "best" policy.