Complaints

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased trip insurance from *** for a trip to ******, on 08/24/2023 which was then cancelled because of the outbreak of hostilities in the country. My initial contact with the conpany was in the middle of November 2023. At this time the person I spoke with indicated a refund would probably be possible because of the circumstances. Other people going on the trip have received refunds from their respective companies. I have provided all the information requested from me. On subsequent contacts they ask for information I had already sent and then decided I was not due a refund. I spoke to them numerous times with different people. This situation was through no fault of mine, and they in fact had nothing to insure due to the trip cancellation. I feel a refund is in order and deserved.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Subject: Urgent Complaint Regarding Unresolved Dental Claim and Unprofessional Handling To: *********************** I hope this message finds you well. I am writing to express my frustration and dissatisfaction with handling my dental claim (Claim: ******). Despite providing all required documents and following up multiple times, my claim remains unresolved, and I am still waiting for a satisfactory response.Summary of Issue:On March 28, 2024, *********** (covered under my plan) underwent necessary dental treatments for a severe toothache. The treatments included emergency procedures such as anesthesia, cleaning, drilling, nerve removal, and installation of a porcelain-zirconia crown. Despite the clear coverage for dental expenses in the policy, my claim was denied because the treatment did not result from an accidental injury to sound natural teeth.Critical Points of Complaint:Professionalism and Accuracy: Jingxuan Qis teeth were natural before visiting the dentist and had no prior restorations. The dentists report can confirm this. The claims team has misunderstood the situation or intentionally found reasons to delay payment.Intentional Delays: The lack of response and continuous delays suggest an attempt to postpone the resolution beyond the 90-day period, which would then be used as a reason to deny the claim.Request for Urgent Resolution and Correct Assessment:It has been over two weeks since I received an automatic reply to my follow-up email on May 8, 2024, and I am still waiting for further communication. This delay is unacceptable. I request immediate action to resolve this claim and a correct assessment based on accurate information, not excuses or misunderstandings.

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a travel insurance plan through this company on October 27th, 2023. I purchased it solely to cover any potential interruptions or complications with my flights because I was flying far across the sea to a strange land in which I did not want to be stuck in. Sure enough, my flights got all messed up by the airlines and I was forced to purchase a whole new series of flights home with money I did not have. We endured a lot of stress. I immediately filed a claim with the insurance company and they took months to respond and I finally get a response denying my claim, a claim in which I know was valid. In response I asked what category and what wording I needed to use in order for my claim to be accepted but no help. I know theres loopholes in which insurance companies get off on denying claims and in my case I probably failed to word it perfectly to fit into the parameters of whats accepted. In a nutshell, I am so disappointed with the company for not being more helpful and I regret spending the extra money I did for travel insurance that did not have my back. At the very least I would just like a simple refund of what I paid for my policy.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hello, I have submitted a travel claim for policy number ******* and have not received confirmation from the claims team or the customer service team. I have items over $2,000 missing and I am not even able to get a hold of this company. I paid for the platinum travel package and am getting 0 communication. I would like this travel policy to get resolved as quickly as possible.Thank you.

  Business response

  02/08/2024

  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. Thank you also for confirming during our phone call that the claim has been resolved. Please let us know if you have any other questions or concerns.  We remain available to assist you and we thank you for your business.

  Customer response

  02/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  AXA **************** failed to reimburse airfare cost for travel interruption due to theft / CC / while traveling abroad .Airfare cost total ************************************* ****** and had to immediate join my family for support.AXA has all the supporting documents.

  Customer response

  01/04/2024

  Incident / theft occurred : 7/16/2023

  Reached out to AXA  in September 2023

   

  Business response

  01/08/2024

  Dear ************, 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. Your initial claim was reviewed by the claims administrator and the insurance company, and we regret to inform you that,according to the terms and conditions of your travel protection plan, your claim is not eligible for payment. An explanation detailing the denial reason was sent to you 12/29/2023. Please contact us directly if you would like to review the explanation. 

  Customer response

  01/09/2024

   
  Complaint: 21099186
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11 November 2022 we purchased a ************************* plan from AXA Assistance, policy number ******* for a trip to *****. During our travels our party became ill, forcing us to terminate our trip on 6 June 2023, two days after departure. On 7 June 2023 we filed the claim for our loss immediately with a reported loss of $8889.62, less than the 150% covered by our policy. We did not hear from AXA or their claims processor CBP Connect until 26 June 2023, at which time we were supplied a medical claim for for us to have completed by a Medical Physician. We complied immediately and returned the form the same day. This necessary physician certification was supplied by ************************************ of ******* ********, who used the form you provided that asked Did this condition disable him/her from travel - YESAfter two months of back and forth providing documentation to CBP Connect on behalf of AXA Assistance USA our claim was denied due to hyper-technical and contradictory wording within our policy documentation. In particular the policy states:Throughout this document, when capitalized, certain words and phrases are defined as follows:Sickness means an illness or disease of the body that: 1) requires a physical examination and medical treatment by a Physician and 2) commences, worsens or presents new symptoms while Your coverage is in effect.And Your Sickness, Accidental Injury or death, that results in medically imposed restrictions as certified by a Physician at the time of Loss preventing Your continued participation in the Trip. A Physician must advise to cancel the Trip on or before the Scheduled Return Date.These two statements are in direct conflict - and based on ******** law insurers are imposed a duty of good faith and may not use this conflicting and confusing text to deny a claim.We are seeking full payment for our claim in the amount of $8889.62 plus compensation for our time spent gathering documentation for two months and additional stress.

  Business response

  12/03/2024

  Dear Mr. ****************** thank you for your feedback, as it is AXA Assistance USAs primary goal to provide outstanding service to all our customers. We also work to protect our customers privacy and for this reason we are unable to openly discuss your case due to its medical sensitivity. In an effort to assist in resolving your query, we have reached out to our claims administrator on your behalf and learned that a detailed letter was emailed to you on 10/13/23 explaining the reasons of your ineligibility.  Please refer to this correspondence for a review of the decision on this claim. Should you have any further concerns, please contact our claims administrator at ************. We thank you for your time and the opportunity to assist you.

• Initial Complaint

  08/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased travel insurance in December 2022 and an incident accured with severaly delaed baggage on that covered trip. I filed a claim and 3 times I've received a run around asking for the same information that was already provided. I have submitted this claim by mail and by email. This seems to be a coordinated effort for some reason not to process my claim. I would like the claim processed or a refund on the policy premium that I paid.

  Business response

  09/11/2023

  Dear ******************, 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 have reviewed your complaint along with all the available claim documentation and the circumstances of your delayed baggage and have approved a refund for the maximum benefit limit on your plan of $600.  Your refund check will be issued on the 31st of August. We thank you for bringing this matter to our attention and for the opportunity to address your concerns. We apologize for the inconvenience this has caused you.

• Initial Complaint

  04/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased **************** from AXA on 4/26/2022 for a trip to ***** with departure from ************* on 8/30/2022 and return 9/27/2022. On 9/5/2022 I was seriously injured in a bicycling accident and was admitted to a hospital in ***********************************************, IT. Appropriate care was not available at that hospital so AXA arranged transport to a hospital in **** where I underwent 3 surgeries before being repatriated by AXA to ******* on 10/20/2022. On 11/1/2022 I filed a claim with AXA for reimbursement of medical and trip interruption expenses. Processing of claims is done for AXA by Co-Ordinated Benefit Plans on behalf of **************************** I have been unable obtain a settlement of my claim because of woefully slow and inept processing. At least three times I have been asked to provide information or documents that were either included in my original claim document or already in the hands of AXA. Information requests have *** vague. On 12/15/2022 I was asked for "New trip itinerary with dates of travel and trip cost." I responded to that request on 12/28/2022 but due to the vague nature of the request the information I provided was inadequate, and after more than 3 weeks received the exact same request again. I called CBP and was told they were seeking the Airline's Itinerary and cost for my repatriation trip which was booked and paid for by AXA. They eventually got the information they wanted from AXA. The claim has still not been settled and CBP is now demanding I provide them with medical records for my treatment from 9/5 through 9/15. AXA has medical records for that period but has not shared them with CBP. At each step AXA's agent CBP has not acted expeditiously, they NEVER call if they need information or clarification. Instead, they only "touch" the claim once every 30 days and they only communicate by email unless I call them, and they never return calls when asked to. They owe me more than $14000 for medical expenses alone.

  Customer response

  05/03/2023

   
  Complaint: 19890366
  
  I am rejecting this response because: 

  The business has responded as they describe and a substantial portion of the claim has been settled.  But my claim for loss of a prearranged tour has not been reimbursed to me. I have notified the business and awaiting their response.
  
  Sincerely,
  
  ***********************

  Business response

  05/10/2023

  
  
  Dear **************, 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 have reviewed your complaint along with the claim documentation you have sent us. Upon reviewing the documentation regarding the circumstances of your trip interruption we have found you to be eligible for the prearranged expenses of your tour and have approved an additional reimbursement.  Your reimbursement will be issued on 5/13/23 and an email with this information has been sent to you.

  Customer response

  05/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. While it is addressed to ************* I assume it was meant for me, another example of how little care AXA puts into their work.   That said I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Claim: ****** with ******************** My flight got canceled by the airline and I couldn't get a same-day alternative. This meant I had to cancel a leg of my trip which was covered in my Platinum Plan. I provided 46 pages of evidence including all invoices and cancellation evidence/fees. Axa keeps replying every two weeks asking for the same documents already provided and there is no way to get anyone on the phone. The total loss was $2167.64 (currently accruing a monthly interest of 20% on my credit card). Trip details were as follows and claim was put in on Dec 23rd 2022: Original trip itinerary and invoice with dates of travel and total trip cost (attached document pages **** for evidence)1. Car trip from ************* to ******************, Dec 23rd 2022 = $ ****** 2. Flight United, Dec 23rd 2022 - ****************** to ******* with Return flight on Jan 22nd 2022 = ****** USD, only option was to get a refund for the entire trip as no alternative options were available 3. Hotel near ******* Airport (**************************************), Dec 23rd -Dec 25th 2022 = Cancellation fee US$ ****** 4. Flight from ******* Airport to ************ (Sansa Air), Dec 25th 2022 = Cancellation fee $170.00 5. GAdventure Trip start - Dec 25th 2022, *************** (not impacted)New Trip (evidence pages 26 - 46):1. Extra night in *************: VBRO $96.00 2. Flight: ************* (***) to *****************), Depart: 12/24/2022 Flight: ************ (***) to ************* (***), Depart: 1/21/2023 , Cost: $1,316.28 3. Hotel: ****************************************, Check-in: 12/24/2022 | Check-out: 12/25/2022, 1 room| 1 night, Cost: $157.89 4. GAdventure Trip start - Dec 25th 2022, *************** (not impacted)

  Business response

  02/27/2023

  Hello **************, 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 thank you for providing your claim documentation,unfortunately we are still missing the date and reason for the cancellation. We are eager to help you resolve your claim, therefore the claims administrator has contacted the airline to obtain the missing information. As soon as we are able to obtain the date and reason for the cancellation from the airline, your claim will be processed in accordance with the terms and conditions of your travel protection plan. You may contact the claims administrator via email, or directly at ************** (MTWF 8:30am-5pmET, TH 9:30am-5pmET), for the current status of your claim. We appreciate your patience and thank you for your business.
  

  Customer response

  02/27/2023

   
  Complaint: 19408060
  
  I am rejecting this response because: the requested information has already been provided and the claim still remains unsolved 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, I purchased an AXA ************************* Plan on 1.27.2022 through Travel Insurance.com for Trip Dates: 06/30/2022 - 09/01/2022 with an emergency room medical benefit of $250,000 with no deductible. Policy Number: *******. Policy Cost: $577.00. Insured Travelers: *****************************, ********************************Our trip was a road trip from ******* ** where we resided at the time across country visiting family, friends and being tourists. While on this trip in *******, ** on August 21, 2022 at my Mom's house I came down with Covid-19 and experience neurological stoke-like symptoms and sought ER medical attention at ***** Health *************************** in ******* **. The total bills to date include $2387.82 which various medical providers from ***** and CEP ******* ** LLP have billed AXA directly and have not been paid. On August 21, 2022 I called AXA **************** on a recorded line to ************** and confirmed I have coverage and am clear to go to the hospital. I did so to avoid thousands in medical bills. I also asked for billing protocols and was advised to have the hospital bill AXA directly. AXA has ignored all claims. AXA has been asking for documentation in a loop of me since November 2022 which I can provide as the Medical groups advise they will only provide detailed medical record/codes/diagnosis to the ***************** and not me directly and say they have done so already. I am in over 90 days past due status and am about to be sent to collections, incurring stress and financial duress as a result of Insurance coverage that I have confirmed I had, is in Compliance and AXA refuses to make good on its product promise and this is to pay my claim which is within the covered parameters of the policy. I am unable to reach anyone at AXA on the phone to assist me. I am seeing BBB's help in this matter as I continue to pursue payment of medical claims covered under my policy and may suffer a stroke as a result of AXA's inhumane treatment of my case.Help

  Business response

  02/14/2023

  Dear ******************,

  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 regret the difficulties you have experienced with the claims process and value the feedback you have provided. We understand that our claims administrator is currently working with you to help resolve your claim.We are available at ************** in case you would like to furhter discuss your experience with us.

  Customer response

  02/15/2023

   
  Complaint: 18958994
  
  I am rejecting this response because:The business is unresponsive to my requests or questions.
  
  Sincerely,
  
  *****************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩