Customer ReviewsforAXA Partners US

Zero star insurance company. The only 5 star reviews come from people that haven't had to file a claim. I had a policy in 2022 that was to cover me for my 2 months of travel in Europe. I fell down some stairs in ************. and hurt both my arms. Nearly broke them both. They swelled up hugely and I new that was going to end my trip. I went online the same day and found a one way flight that was less than a third of what the airlines were charging so I booked it. $495 was the cost. I came home the next day and immediately went to my primary doctor to get x-rays to see if anything was actually broken and they were not, lucky. I then filed a claim to simply get my $495 airfare back as my insurance took care of the doctors here in the ***. Everything I did saved them thousands of dollars had I gone to a doctor in ***********, and then booked a one-way flight home. After a month or two they simply denied me everything. ****, and said because I didn't call them and see their doctors in *********** I had no claim. I showed them pictures of my arms all swelled up and my doctors report from here but that did not matter. I have just had another incident on a cruise and got great service from AON. I will use them or Allianz in the future. What AXA offers sounds great until you file a claim. I expect them to answer this review with their normal, WE REALLY CARE LETTER AND WE'LL LOOK INTO THIS. Total BS. What they are really good at is answering you, 100%, on how you won't get paid for your claim.

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. Your claim was processed in accordance with the terms and conditions listed in your travel protection plan, however, if you disagree, you may file an appeal with the claims administrator. We remain available to assist you and we thank you for your business.

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.

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.

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.

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.

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.

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.

Very poor customer service. I would not use this company again.

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.

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!!!!

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.

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.

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.