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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
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Seth Hancock
AXA Assistance USA
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
AXA Assistance USA
Gold
Very happy with the way my claim was processed. Timely, correct, and friendly service. Thank you.
Lawrence 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
Gold
I see lots of reviews about the purchasing side of travel insurance, but not much about claims. I want to commend AXA for their professional and helpful assistance in transacting and paying my claim. I needed to cancel for medical reasons. They asked for reasonable supporting documents and paid within two weeks of filing.
John H. would
recommend this plan to a friend or relative.
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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.