AXA Assistance USA, Inc.
MICHAEL
"Return flight bag missing. Rejected claim. "
My return flight was 7/21/24 our bag was missing. Airline confirmed. You rejected my claim because as soon as the airplane landed you claim the trip/insurance is ended. Even though our bag was missing. You are THIEVES!
Betty Jane
"Did not need to use"
Did not need to use. Sally was helpful
MAMDOUH
"Easy and efficient process "
Easy and efficient process
Good job
Allen
"Overall it was completely satisfactory and well worth the cost of the insurance."
We were off to a slow start during the document gathering stage. After that there were quite a bit of back and forth as questions. It the end everything was documented and AXA paid the claim, completely meeting our expectation.
joe K
"We needed but could not reach emergency services on their 7/24 answered line."
We needed emergency support for options due to a canceled flight at the last moment. The 7/24 phone was never answered after repeated calls back to the US on a Sunday night at 1:30am. This continues two more times and each time the wait lasted more than 30 minutes before ending the call as useless. With a company this size and if the on call agent were truly busy then there should have been a basic and well established option to request a call back. I sent an email asking exactly what did 7/24 emergency service meant to AXA and received a worthless response of “we must have been on the phone with someone else.
Zsolt Pari
"Fast"
Fast, efficiente help and communication.
Bart Davidoff
"Mixed bag"
Mixed bag. The claims submission process and customer service was poor. Well below average. However, eventually, we were properly reimbursed.
HAMMAD
"There was no feedback at all."
There was no feedback at all.
Carol
"Worthless"
Like most insurance companies, they write their policies to get out of any and every claim they can. They were pretty worthless.
SR
"We had to cancel and change our trip…"
We had to cancel and change our trip and AXA refused our claim and offered no assistance.
I've already done everything I'm supposed to do to submit and document a claim. AXA refused it and I just lost my money.
I don't appreciate the reply asking me to continue contacting AXA (which is nearly impossible - especially since they didn't provide any contact information in their bot reply) to resolve this. If AXA wants to make good, they can reach out in a meaningful way and I will then respond.
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