ALERT: Coronavirus (COVID-19) Outbreak
We are currently experiencing high call volumes. To avoid long wait times, please proceed as follows:
- FILE A CLAIM: If you need to file a claim, please click here for claim forms and instructions. Please review your policy terms and conditions for claims eligibility.
- MODIFY A POLICY: If you need make changes to an existing policy or have general questions, please email us at firstname.lastname@example.org.
- FOR FAQs: For frequently asked questions related to COVID and your Travel Plan, please click HERE
2019-nCoV Position Statement
Updated March 24, 2020
Outbreak of novel coronavirus (2019-nCoV) in Wuhan City, Hubei Province, China and other affected locations
AXA Assistance USA continues to monitor the evolving 2019-nCoV (COVID-19) developments and we continue to assist our customers 24/7, in cases of medical emergencies and providing help with locating local doctors and hospitals. We are also available Monday-Friday 8:00AM – 7:00PM CST to help our customers evaluate making changes to their travel protection plans. Due to an increase in call volumes, our wait times may be longer than normal however, you may email us with questions regarding your travel protection plan at email@example.com.
China has been working to contain the outbreak of the 2019-nCoV (COVID-19) virus, classified as a Coronavirus. Due to the outbreak, Chinese authorities imposed a quarantine on the city of Wuhan on January 23, 2020 and have expanded the quarantine to other cities. Since the outbreak of the virus, Travel Health Notices have also been issued for Italy, Iran, Japan and South Korea and the situation continues to evolve with several countries imposing travel bans.
The World Health Organization declared the Coronavirus a Global Health Warning on January 30, 2020. As a result, the Coronavirus is no longer an unforeseen event for travel to China starting on January 24th, 2020, and for travel worldwide starting on January 31st, 2020. Please note that for trip cancellations and trip interruptions, this event does not qualify as an Unforeseen event under the terms and conditions of the AXA Travel Protection Plan. Policies for travel purchased prior to January 24, 2020, may only provide coverage in the event of a trip delay, trip cancellation or trip interruption if you are quarantined due to the Coronavirus. Coverage may be available for other benefits so please refer to your plan documents for applicable benefits, terms, conditions, limits and exclusions.
Policies purchased after January 24, 2020 do not cover this event for trip cancellations and trip interruptions. Coverage may be available for other benefits so please refer to your plan documents for applicable benefits, terms, conditions, limits and exclusions.
For updated information regarding travel advisories related to this event, please visit:
We urge you to contact your travel supplier(s) prior to canceling your travel arrangements. Airlines and other travel suppliers may allow you to change your dates of travel without fees and penalties. If your travel supplier allows you to change the dates of your trip, you may also change the dates of your travel insurance plan by calling AXA at 1-855-327-1442.
For information on how to file a travel insurance claim, please call 1-855-327-1442 or email firstname.lastname@example.org.
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