AXA travel insurance reviews: Advantages & disadvantages

Aloha! If you’ve already decided where your next vacation will be, but you’re still unsure about the insurance policy that will protect you in unexpected situations, take a look at Holafly’s AXA travel insurance reviews. We’ll talk in detail about this travel insurance and its various protection policies, as well as the experiences of other customers who have left their ratings on the website, which will help you determine if AXA is worth it and, why not, compare it with other international insurances also available on our blog for you.

What is AXA Travel Insurance and what travel services does it offer?

AXA is a multinational insurance corporation headquartered in Paris, with origins tracing back to a small insurer from Normandy, initially specialising in property and fire insurance. In 1985, it adopted the name AXA, chosen for its ease of pronunciation in various languages. The AXA Group operates in over 30 countries, offering services ranging from life, health, property, and accident insurance to investment management.

AXA Travel Insurance: What does it cover?

When it comes to travel insurance, AXA’s policies have over 30,000 medical providers worldwide available to travellers facing unexpected situations during their trips. AXA handles around 20,000 repatriations each year, and in general, the travel experience with AXA insurance includes:

• Emergency medical expenses: Coverage for medical expenses in case of illness or accident during the trip.
• 24/7 assistance: Access to assistance services at any time for emergencies or travel-related inquiries.
• Trip cancellation or interruption: Reimbursement for non-refundable expenses in case of trip cancellation or interruption due to certain covered causes.
• Lost or delayed luggage: Compensation for loss, damage, or delay in luggage delivery.
• Civil liability: Liability insurance: Coverage in case of damage caused to third parties during the trip.

Types of Travel Insurance Available at AXA

What is not covered by AXA Travel Insurance?

• Pre-existing illnesses or injuries: Illnesses or injuries that existed before the trip started, as well as their complications and relapses, are generally not covered.
• Cosmetic treatments: Cosmetic or aesthetic procedures are not covered by the insurance policy.
• Mental or psychological illnesses: Mental, nervous, or psychological illnesses are usually excluded from coverage.
• Theft or loss due to negligence: Loss or damage to luggage due to negligence or lack of attention by the insured is not covered.
• Confiscation by authorities: Confiscation or detention of belongings by customs or other authorities is not covered.
• Participation in dangerous activities: Injuries or incidents resulting from participation in extreme sports or dangerous activities may not be covered unless specific coverage for such activities was purchased.
• Intentional or illegal acts: Any incident resulting from intentional or illegal actions by the insured is excluded from coverage.

Reviews of AXA travel insurance and customer support

AXA offers various customer service channels designed to provide support during your trip. These include:

• 24/7 phone lines: Medical assistance and emergency management.
• Email: Less urgent inquiries or specific actions, like reimbursement requests.
• Web forms: Allow you to report issues or submit requests directly from their platform.
• Mobile app: Facilitates managing insurance and claims from anywhere.
• Physical branches: In 34 countries, users can visit in person to resolve doubts or problems.

Despite this, when it comes to customer service, AXA travel insurance reviews leave much to be desired. Negative user experiences are prevalent online regarding response times and the quality of problem resolution.

Slow response times are one of the most criticised points:

• “I’ve been writing all day to request help. They are a total failure. They make you follow steps and don’t respond, they make you start over each time. They are the worst.” Valentina Díaz.
• “Customer service is absolutely terrible and unbearable. Long waits, and no one answers. You get what you pay for.” Metaverse.

Although some users manage to resolve their complaints, delays remain a frequent problem. Werner, a user who uses AXA linked to his bank card, mentions:

• “So far, I haven’t had any issues with them, but they take too long to respond. For a flight delay claim, it took almost three months for them to compensate me. This was during April, so it could be due to the high season.”

This lack of adequate attention to users creates distrust, even among those who initially chose AXA for its reputation or competitive prices.

AXA Travel Insurance Website Review

AXA’s website is designed so that even the most forgetful travellers can find what they need without getting lost among a thousand tabs. From the homepage, you have clear links to calculate your insurance in under five minutes.

And what about accessibility? Well, according to an audit by Technosite (part of the ONCE Foundation), the website complies with Double-A accessibility standards from the W3C-WAI. What does this mean? Basically, it doesn’t matter if you use a mouse, keyboard, or even a remote control, the site is designed to be flexible and accessible for everyone.

Although accessibility and ease of signing up are positive points, these are not enough to offset the reviews of AXA travel insurance and its biggest weakness: Poor response times. Eduardo Lander rated the service on Trustpilot as a “non-existent insurance” and added that “rather than focusing on communication and advertising, the company should invest in fulfilling its contracts and providing proper customer service.”

Advantages and disadvantages of AXA travel insurance

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In this section, we’ve set out to analyse AXA travel insurance services and reviews to give you an objective evaluation of the good, the not-so-good, and what you should consider before making a decision. Because, at the end of the day, travel insurance should give you peace of mind, not headaches.

User experiences and reviews of AXA travel insurance

As a future insured person, you need these website reviews to avoid regretting your decisions later. Here’s a collection of real stories and opinions about AXA travel insurance, which let’s say, don’t paint it as the hero of the day (1-star rating!). In the end, the choice is yours: Will AXA come through for you, or will it get stuck at customs?

Medical protection abroad

Medical Care Abroad Medical care is one of the aspects that receives the most criticism. Users like Carla share their frustration:

• “I’m in Australia. I twisted my foot, and my hands aren’t closing. They completely ignored the hand issue, even though I’ve called and emailed. I sent the medical documents, but they keep asking for more papers, and here everything costs money. A disgrace. I asked for the complaint form. DO NOT CONTRACT THEM.”

Other travellers, like Ángel, highlight considerable delays in emergency situations:

• “I was unlucky enough to get sick in Malaysia. We called the insurance and it took 4 hours to respond. They didn’t send a doctor or offer alternatives. They didn’t even let us speak with a Spanish doctor. No solution was offered.”

More serious cases, like that of Guillermo Boezio, show a lack of response in critical situations:

• “My wife had a fall in Murcia and fractured a vertebra. AXA left us to our own devices despite having their insurance with a $1,000,000 upgrade. It was the municipal hospital that attended her. AXA Spain didn’t even register the emergency.”

Theft and Luggage Protection: Poor Effectiveness

Luggage loss or delay coverage is also questioned by Maite:

• “My suitcase was lost in Jakarta. They did nothing to recover it or coordinate with the airlines. In the end, when I got it back after a week, they told me that luggage delay coverage only includes essential items purchased outside the city of origin. Customer service was awful.”

Trip Cancellation: Bureaucracy and Denials

• “My flight from Montego Bay to Panama was cancelled. After making me jump through hoops, they denied the payment of the $200. If something happens to you, it’s useless.” Perla.

In another case, Silvia Páez complains about the automatic renewal of her insurance without her consent:

• “They renewed my insurance without permission, and now I’m being charged 20,000 pesos per month. No one answers the emails or calls. I wish I’d read more reviews before signing up.”

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