Travel Insurance Reviews AXA Assistance USA
AXA Assistance USA is part of the AXA Group, one of the world's largest and financial companies servicing over 95 million people worldwide, with over 60 years of experience in the travel insurance industry.
Learn more about AXA Assistance USA.
The trip included a
cruise
AXA Assistance USA
Platinum
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.
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.
Amish P. would not
recommend this plan to a friend or relative.
7 of
7 people found this review helpful
The trip included a
cruise
tour
AXA Assistance USA
Silver
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 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.
Michael G. would not
recommend this plan to a friend or relative.
1 of
1 people found this review helpful
-
Carol
Thank you for taking time to submit your review.
Although we are very sorry that you had such a negative experience with the AXA claims department, we are pleased to hear that AXA has now paid your claim.
We did not publish your review when it was first received on May 25th because we assigned an Anytime Advocate to support you with the process since you believed that your claim was unfairly denied. Now that your claim is settled, we are publishing your review.
Please feel free to call Customer Care at 800-487-4722 if you have further questions.Jun 06,2018
The trip included a
tour
AXA Assistance USA
Gold
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 !
Well worth having the insurance !
Frank S. would
recommend this plan to a friend or relative.
The trip included a
cruise
tour
AXA Assistance USA
Silver
Fortunately didn’t need to use the plan. Peace of mind, however in knowing I had insurance.
Joseph N. would
recommend this plan to a friend or relative.
The trip included a
tour
AXA Assistance USA
Gold
Fortunately, I did not have to file a claim as my trip went as planned. I would like to say that when purchasing, the agent listened carefully, asked pertinent questions, and quickly determined which plan was best for my proposed trip, and I was able to rest easy knowing I was covered in case things went wrong.
Susan Z. would
recommend this plan to a friend or relative.
The trip included a
tour
AXA Assistance USA
Silver
I didn’t need to file a claim but I was pleased with the personal assistance given to help me select a plan that exactly fit my needs.
Sharon D. would
recommend this plan to a friend or relative.
The trip included a
tour
AXA Assistance USA
Silver
The plan seemed to cover the essentials, although I thought the price was high. Because we did not make a claim, I cannot speak about how the insurance actually works.
Richard M. would
recommend this plan to a friend or relative.
The trip included a
cruise
AXA Assistance USA
Silver
The cost of the plan was more reasonable than the other plan we'd used in the past. Fortunately, we had no occasion to use the coverage, but the purpose of insurance is peace of mind, and that's what we felt we had!
Sharon P. would
recommend this plan to a friend or relative.
The trip included a
cruise
tour
AXA Assistance USA
Silver
It's difficult to review a product that you did not use! However, the coverage provided the "peace of mind" that we sought prior to our trip.
Robert G. would
recommend this plan to a friend or relative.
The trip included a
tour
AXA Assistance USA
Silver
easy to sign up; good rates; glad I didn't have to use it.
Will sign up again for other travels I will be taking. Thanks.
Will sign up again for other travels I will be taking. Thanks.
Jeannette S. would
recommend this plan to a friend or relative.
Although we are sorry to hear that you were originally denied reimbursement, we are pleased to hear that you were able to reach a settlement with AXA Assistance USA.
Please let us know if you have any further questions.