18 Customer Reviews
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Review from Maharanie S
5 stars04/10/2024
Great **************** my rep took the time to explain my policy in depth. Really appreciated his kindness and patience!Review from Carl P
1 star06/13/2023
Had my claim approved in Feb. 2023, still waiting for reimbursement. Sent last information by registered mail to *******. Call a month ago and they said they received it but the agent that had my file was terminated. Promised to expedite, hasn't happened. Time to file fraud claim with the **************. Wish I could leave a zero star.
AXA Assistance USA, Inc. Response
08/25/2023
Hello **********, it is AXA Assistance USAs goal to provide excellent service to all our customers. We take each complaint very seriously and see it as an opportunity to improve our service and processes. We do regret the delay in the processing time of your claim and the difficulties you had experienced while contacting us. We are currently experiencing high claim and call volumes, which has contributed to increased processing and response times. Please be assured that we are working diligently to correct this. If the matter remains unresolved, please contact us at ************, option 2.Review from Hernan A
1 star04/14/2023
Im a Citibank corporate credit card holder. I had a medical emergency out of **, issued a claim and 4 months later I have not had any update. As other people pointed out, you call to a horrible customer service may be in ***** and get transfer several times until you are back at the same number. It is a shame that Citibank has this terrible partner.AXA Assistance USA, Inc. Response
08/25/2023
Dear ****************, thank you for submitting your review. It is AXA Assistance USAs goal to provide excellent service to all our customers. We take each complaint very seriously and see it as an opportunity to improve our service and processes. We regret that you had a very poor customer service experience, and we would like to learn more about your concerns. We are available at ************, option 2. Thank you for sharing your feedback.Review from William S
3 stars12/10/2022
They paid very slowly, but they eventually did pay. I took a trip to ***** in June 2022. While there, I got COVID just before I was to return. My return home was delayed by 9 days, and I had to buy a new return ticket home to *******. They do not respond to emails (other than the standard automatic "We received your correspondence, blah blah") but no personal communication until 8 to 10 weeks later. Don't bother calling because you will be put on hold for a very long time, then be disconnected. So, a grade of "F" for communication. Eventually I was contacted, however, and the claims agent asked for more information, including pdf copies of my receipts. I sent them the documentation and receipts, and to my shock, three weeks later, a check arrived in the mail with the full amount of reimbursement I had requested. I expected them to quibble over the receipts, but they didn't. Can I recommend them? No. Will I insure with them in the future? Certainly not. But to their credit they did reimburse me, and for the full amount I asked for.AXA Assistance USA, Inc. Response
12/27/2022
Dear ******************, thank you for submitting your review. It is AXA Assistance USAs goal to provide excellent service to all our customers. We take each complaint very seriously and see it as an opportunity to improve our service and processes. We do regret the difficulties you have experienced regarding the processing of your claim. Our claims administrator continues to experience high claim volumes which has contributed to increased processing and response times. Although we are happy that your claim was resolved to your satisfaction, we are sorry to hear that your overall experience was poor. We are available at ************ in case you would like to discuss your experience in more detail. We appreciate your patience and thank you for sharing your feedback.Review from Susan D
1 star12/08/2022
Very poor customer service. I would not use this company again.AXA Assistance USA, Inc. Response
12/22/2022
Dear **********************, thank you for submitting your review. It is AXA Assistance USAs goal to provide excellent service to all our customers. We take each complaint very seriously and see it as an opportunity to improve our service and processes. We regret that you had a very poor customer service experience and we would like to learn more about your concerns. We are available at **************. Thank you for sharing your feedback.Review from lynda j
1 star11/30/2022
THIS COMPANY IS A SCAM!!! Do Not Use this company, you're better off saving the money and going without insurance. Purchased travel insurance for an international trip in 12/2021. Due to a flight delay, we needed to book a new international flight. I filed a claim for this problem back in 2/2022. Still have Not been reimbursed!! After many emails, pointless phone calls they keep giving me the go around. You call the 800 number and they transer you to several different departments, if not dropping the call entirely. This company is a Scam!!!!AXA Assistance USA, Inc. Response
08/25/2023
Hello *****, It is AXA Assistance USAs goal to provide excellent service to all our customers. We take each complaint very seriously and see it as an opportunity to improve our service and processes. We do regret the delay in the processing time of your claim and the difficulties you had experienced while contacting us. We are currently experiencing high claim and call volumes, which has contributed to increased processing and response times. Please be assured that we are working diligently to correct this. If the matter remains unresolved, please contact us at ************, option 2.Review from JUAN B
1 star10/13/2022
Never ever think about contracting with this poor company. Do not loose your money. In 5 months of travel they never could set me an appropiate direction to my illness.AXA Assistance USA, Inc. Response
08/25/2023
Hello ****, it is AXA Assistance USAs goal to provide excellent service to all our customers. We take each complaint very seriously and see it as an opportunity to improve our service and processes. Please be assured that we are working diligently to correct this. If the matter remains unresolved, please contact us at ************, option 2.Review from AnnaVittoria C
1 star10/10/2022
Do not use AXA!!!!! I have emailed serval times to get my delayed baggage claim sorted out. I made the claim over a month ago and keep receiving an automated message saying they are too busy to assist me. I do not understand why I purchased insurance with them if they do not help when I need to make an insurance claim. I can not reach anyone by phone, EVER! However, it was super easy to get a hold of someone when I wanted to purchase the plan. I am so disappointed in this company. I did research before purchasing travel insurance, and they had good reviews. I guess you can not trust corporations to do their jobs anymore.AXA Assistance USA, Inc. Response
08/25/2023
Hello AnnaVittoria, it is AXA Assistance USAs goal to provide excellent service to all our customers. We take each complaint very seriously and see it as an opportunity to improve our service and processes. We do regret the delay in the processing time of your claim and the difficulties you had experienced while contacting us. We are currently experiencing high claim and call volumes, which has contributed to increased processing and response times. Please be assured that we are working diligently to correct this. If the matter remains unresolved, please contact us at ************, option 2.Review from Bridget D
1 star09/29/2022
If I could rate them 0 stars, I would. My dad literally DIED (was placed on hospice when I was about to head overseas), so I had to cancel my trip. 9 months later, I FINALLY received a check for a whopping $269. I am completely devastated to not only have lost my father, but also for the complete slap in the face of offering me $269 for a trip I paid $4600 for. I will never be able to take this trip now. My policy clearly states that cancelations are covered 100%. These people are MONSTERS.AXA Assistance USA, Inc. Response
10/21/2022
Dear **************, thank you for submitting your review. It is AXA Assistance USAs goal to provide excellent service to all of our customers. We take each complaint very seriously and see it as an opportunity to improve our service and processes. We have reviewed the history of your claim with the claims administrator and were able to confirm that your claim reimbursement check was initially sent on March 6, 2022. You advised the claims administrator on September 21, 2022 that you had not received your reimbursement check and a replacement check was mailed on September 26, 2022. We also confirmed that your claim was processed in accordance with the terms and conditions listed in your travel protection plan, however, if you disagree with the reimbursement amount, and have additional information and/or documentation, you may file an appeal with the claims administrator. We remain available to assist you and we thank you for your business.Review from Mae S
1 star09/14/2022
*************************, AXA Advisor, ***********, ** August 22, 2022, we requested our monies, and as of today, Sept. 22, 2022, ******* has come -through with the monies.******** not returned our phone cals, personally; his secretary tells us she relayed our messages.This is not the first time, third time,, that ******* takes months to deliver our monies to our bank.Could you help????We are retired school educators, we will not recommend your AXA services.AXA Assistance USA, Inc. Response
08/25/2023
Hello *******, It is AXA Assistance USAs goal to provide excellent service to all our customers. We take each complaint very seriously and see it as an opportunity to improve our service and processes. We do regret the delay in the processing time of your claim and the difficulties you had experienced while contacting us. We are currently experiencing high claim and call volumes, which has contributed to increased processing and response times. Please be assured that we are working diligently to correct this. If the matter remains unresolved, please contact us at ************, option 2.
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