"Excellent customer service"

Roxanne was very competent and patient. She was insightful and responsive regarding my questions and concerns. She offered her direct contact information for me to be able to reach her again if I was not ready to purchase coverage now or for future travel plans. This is exceedingly rare in customer service today. My only hope is that she is still with AXA when I choose to travel again in the future.

"Good customer service"

Good customer service

"Roxanne was great!"

Roxanne!
Without knowing if I was planning on purchasing a policy from AXA, she took the time to explain and answer all my questions. Never rushed, very patient with the time she took with me to go over everything. Very professional and respectful.

"Jimmy was very helpful without being a…"

Jimmy was very helpful without being a pressure salesman. I appreciate that. He was knowledgeable and answered all my questions

"Jimmy was very informative and…"

Jimmy was very informative and knowledgeable

"Jonathan E is amazing"

Jonathan E is amazing! Super nice, understands my questions immediately and sends me my requested documents fast!

"Jimmy was polite and very well informed!"

Jimmy was polite and very well informed! He was able to advise me on what policy I should purchase to meet my individual needs. This is the second trip out of the country that he has helped me with this year. The AXA company was highly recommended by friends who do extensive traveling.

"Roxanne was very helpful in assisting…"

Roxanne was very helpful in assisting me with adjusting the duration of my trip.

"So let me start by saying my gripe is…"

So let me start by saying my gripe is from awhile ago; I wasn't aware of Trust pilot at the time, so never wrote a review then. AND, my horrible experience was with an AXA affiliate, but I believe worldwide the conglomerate should be held to the same standard.

At the very beginning of COVID, I was living in Thailand. Like many foreigners, I tried to get out. I didn't have US healthcare insurance so I bought travel insurance from AXA one day before my expected outbound flight. It was a mad scramble to get out. Unfortunately, AXA's payment portal wasn't working so an AXA customer rep told me to go to Bangkok Bank and direct deposit cash to cover an "Emerald" plan for 12 months of coverage. Within 2 hours of depositing the cash, I got an email that my flight was cancelled due to airspace restrictions where I was supposed to transit. I immediately called AXA to inform them of this situation. I was told that a refund would be made but that it would take 4 weeks. Keep in mind that my Emerald plan only covered me once I left Thailand. Also, the Emerald plan had both flight cancellation and "trip curtailment" components that would cover the cost of my ticket. Fast forward four weeks. There's ZERO response from AXA. I call to enquire and they give me no response in person. Then I get an email that flatly states they decided they would not offer a refund. They wouldn't honor a refund nor the trip cancellation/curtailments coverage that was part of my plan. I emailed everyone at the company to no avail.

"Happy Customer"

What/who made a difference was Jimmy Rodiguez! He was patient and explained in detail all the benefits of the gold and platinum plans. He followed through with an email and several phone calls. There are many, many companies that offer travel insurance, but there is only one Jimmy Rodriguez!