Need help? Check out our Travel Insurance most Frequently Asked Questions!

Ex : How to get an insurance quote?

Purchase of your Travel Insurance

What is travel protection?

Travel protection is the combination of travel insurance and travel assistance services available 24/7. Travel protection helps provide you peace of mind when away from home; whether traveling abroad or within the U.S. Plan your trip with the knowledge you will be protected – should you need it – through AXA USA.

Do I need to purchase Travel Insurance when I have other insurance coverage? What’s the difference?

The unexpected may happen at any given time and unfortunately, when least expected. AXA Assistance USA Travel Protection Plans provide world-class 24/7 travel assistance coupled with first-rate travel protection coverage. Our travel protection plans offer you a help-line to assist in navigating and managing through the unexpected as well as help provide financial protection for your travel costs, subject to plan limits and exclusions. Travel insurance may reimburse your non-refundable payments or deposits charged by travel suppliers such as tour operators and cruise lines, should you need to interrupt or cancel your trip for a reason covered by the plan.

What do travelers have to do to qualify for AXA Travel Insurance?

1. Purchase policy within our designated timeframe. Travelers must purchase their travel protection plan at least a day before their departure date. If travelers seek to have pre-existing medical coverage, they must purchase a Gold or Platinum plan within 14 days of their initial trip deposit date.                                                                                    

2. Provide Trip Details: Travelers will need to provide information about their trip, including travel dates, destination(s), and the total cost of the trip.  

3. Be Within Age Limits: You must be 18 years or older. 

4. Premiums: Travelers must pay the required premium for the selected coverage. The premium amount is based on factors such as trip cost, duration, destination, traveler's age, and coverage limits.

5. Meet Residency Requirements: AXA Travel Insurance can only be purchased by people residing in the United States. 

It's essential for travelers to carefully review the terms and conditions of the travel insurance policy to understand what is covered, any exclusions or limitations, and the procedures for filing a claim in case of emergencies or unforeseen circumstances during their trip. 

Who is eligible to purchase AXA Travel Protection plans?

Any US resident over 18 years old. 

Does my Medical/Home insurance cover me outside of United States?

We recommend checking with your medical/home insurance provider and reviewing your policy.

Do these Travel Protection plans cover pre-existing medical conditions?

Yes, our Gold and Platinum plans can offer protection for preexisting conditions. 
A travel insurance policy must be purchased within 14 days of your initial trip deposit date.  
Please ensure to review the full coverage details, terms and conditions.  

What’s a pre-existing medical condition?

“Pre-Existing Condition” means an illness, disease, or other condition during the 60 day period immediately prior to the date Your coverage is effective for which You or Your Traveling Companion, Business Partner or Family Member scheduled or booked to travel with You: 1)received or received a recommendation for a test, examination, or medical treatment for a condition which first manifested itself, worsened or became acute or had symptoms which would have prompted a reasonable person to seek diagnosis, care or treatment; or 2) took or received a prescription for drugs or medicine. Item (2) of this definition does not apply to a condition which is treated or controlled solely through the taking of prescription drugs or medicine and remains treated or controlled without any adjustment or change in the required prescription throughout the 60 day period before coverage is effective under this Policy.

Can I customize my plan? (add/ remove benefits)

Yes you can. Below are optional travel benefits you can choose from to customize your travel insurance plan.

Additional Optional Travel Benefits 

  • Rental Car (Collision Damage Waiver): Exclusive to Gold & Platinum plan policy holders, this optional benefit gives travelers extra coverage on their rental car against damage and theft.  
  • Cancel for Any Reason: Exclusive to Platinum plan policy holders; this optional benefit gives travelers more flexibility to cancel their trip for any reason outside of their standard policy

Do I have to pay any deductibles?

No. AXA Assistance USA Travel Protection Plans do not have deductibles.

Who is the insurance provider for the plans?

The Silver, Gold and Platinum plans are underwritten by Nationwide Mutual Insurance Company and Affiliated Companies, Columbus, Ohio. Travel insurance coverages within the Adventure Travel Product are underwritten by United States Fire Insurance Company (NAIC #21113) under policy form series T210. Travel protection plans are administered by AXA Assistance USA, Inc. (in California, doing business as AXA Assistance Administrators, License Number 0H74893)

Do you have a glossary of travel insurance terms to help me understand my coverage?

General definitions of travel insurance terms can be found in the travel protection plan document. The plan document may be downloaded by clicking on the Coverage Description button after you obtain a quote.

What benefits are available prior/during for Traveling?

Pre-Departure Travel Benefits:   

  • Trip Cancellation: You may be eligible for reimbursement if you cancel your trip due to a sudden illness or injury.  

  • COVID-19 Travel Insurance: Coverage is available for trip cancellation and medical expenses related to COVID-19, subject to policy terms and conditions.  

  • Trip Delay: If your flight faces delays due to unforeseen circumstances, you may have coverage for additional expenses such as meals and accommodations. 

Post-Departure Travel Benefits 

  • Trip Interruption: In case of an unexpected event, you could be eligible for reimbursement for the unused portion of your trip. 

  • Missed Connection: If you miss a connecting flight due to delays or cancellations, this coverage may help with expenses like rebooking fees and accommodations. 

Medical Benefits:

  • Emergency Medical Expenses: Should you fall ill or have an accident during your trip, your policy may offer coverage for medical expenses, including hospital stays and doctor's fees. 

  • Emergency Evacuation & Repatriation: In case of a serious medical emergency, your policy may include provisions for evacuation to the nearest appropriate medical facility or repatriation. 

  • Non-Emergency Evacuation & Repatriation: In non-medical crises (e.g., political unrest), your policy may cover evacuation or repatriation, subject to policy terms.  
    (Exclusive to Gold & Platinum) 

Baggage Benefits:

  • Luggage Delay: If the airline delays your checked baggage, your policy might offer reimbursement for essential items like clothing and toiletries.  

  • Lost or Stolen Luggage: In the unfortunate event of permanent loss or theft of your luggage, your policy may offer reimbursement for its value, assisting you in replacing your belongings. 

Additional Optional Travel Benefits 

  • Rental Car (Collision Damage Waiver): Exclusive to Gold & Platinum plan policy holders, this optional benefit gives travelers extra coverage on their rental car against damage and theft.  

  • Cancel for Any Reason: Exclusive to Platinum plan policy holders; this optional benefit gives travelers more flexibility to cancel their trip for any reason outside of their standard policy.  

  • Loss Skier Days: Exclusive to Platinum plan policy holders, this optional benefit offers reimbursement to mitigate some costs associated with pre-paid ski tickets that you or your traveling companion cannot use due to specified slope closures.  

  • Loss Golf Days: Exclusive to Platinum plan policy holders, this optional benefit offers reimbursement to mitigate the expenses linked to prepaid golf arrangements that you or your travel companion are unable to utilize due to specified golf closures

What is Trip Cost?

The trip cost for AXA Travel Insurance is the total amount of non-refundable prepaid expenses that you have invested in your trip. This can include expenses such as airfare, hotel accommodations,tours, and other travel-related expenses that you have paid for prior to your departure.
When you purchase a travel insurance plan from AXA, you will be asked to provide the trip cost as part of the application process. This information is used to determine the cost of your insurance premium and the level of coverage that you will receive.
It's important to accurately calculate your trip cost to ensure that you have adequate coverage in the event of an unexpected situation or emergency that causes you to cancel or interrupt your trip. Additionally, you should keep all receipts and documentation of your prepaid expenses in case you need to file a claim with your travel insurance provider.

What is the first deposit date?

Any first payment date made towards the trip you are planning to take regardless of the amount.

Can I cancel my Travel Insurance Policy?

You may cancel this Policy within 10 days of purchase by written notice delivered or mailed to the insurer, effective upon receipt of such notice or on such late date as may be specified in such notice. It is usually possible to cancel a travel insurance policy with AXA Travel Insurance, although the specific terms and conditions of cancellation may vary depending on the policy you purchased.
To cancel your policy, you will need to contact AXA Travel Insurance USA directly. You can do this by calling their customer service number, which should be listed on your policy documents, or by visiting their website and filling out a cancellation request form. It is important to note that there may be certain restrictions and fees associated with cancelling your policy pending on the specific terms of your coverage. For example, some policies may have a minimum cancellation fee or may only allow cancellation for certain reasons, such as a medicalemergency or a change in travel plans. Be sure to carefully review your policy documents and consult with an AXA representative to understand the terms and conditions of cancellation before making any decisions.

Can I travel to multiple destinations?

Yes, our plans offer worldwide protection both internationally and domestically. 
But due to U.S. or other applicable trade or economic sanctions, laws, regulations and/or other reasons, AXA Assistance USA does not provide travel protection plans for travel to the following countries/regions: Afghanistan, Belarus, Burundi, Central African Republic, Chad, Congo, Crimea/Sevastopol, Eritrea, Guinea, Iran, Iraq, Lebanon, Liberia, Libya, Mali, Niger, North Korea, Pakistan, Russia, Sierra Leone, Somalia, South Sudan, Sudan, Syria, Ukraine, Venezuela and Yemen.  
To learn more, view your terms and conditions.

I need Medical Assistance in another country?

Contact: 855-327-1442 for 24/7 Emergency Assistance.

Our 24/7 Emergency Assistance Hotline team have multilingual specialists that can assist you in coordinating emergency medical treatment. Ensure that you have all the necessary documentation with you, including your travel insurance policy details and any relevant medical information. You may also need to provide proof of your identity, such as your passport or driver's license. Once you have contacted the emergency assistance number, they will be able to advise you on the best course of action. This may include directing you to a suitable medical facility or arranging for medical evacuation if necessary.


Do I need to Pay co-payments or Deductibles

Some AXA Travel Insurance plans may require you to pay a co-payment or deductible, while others may not. To know for sure whether you need to pay a co-payment or deductible, you should carefully review your policy documents or contact the insurer directly.
The Silver Plan provides insurance coverage that comes into effect only after any other insurance policies you have are used up. However, it does not apply to private passenger auto no-fault benefits or third-party liability insurance which are already covered by other policies. In case of a loss or damage, if you have other valid insurance or indemnity in place, this policy will only pay for the amount that is not already covered by the other policies. This means that the insurance company will only pay for the amount of loss that exceeds what is already covered by your other insurance policies, and this policy also has an applicable deductible that you may need to pay.

What if I stay past my return date?

There can be certain hazards or unforeseen events that may allow for an extension per the terms and conditions of the policy.  Please contact us to confirm.

How long do AXA Travel Protection policies last for? (30,60,90 days)

The Silver Travel Protection plan offers up to 30 days of coverage. 
The Gold Travel Protection plan offers up to 60 days of coverage. 
The Platinum Travel Protection plan offers up to 90 days of coverage. 

Does AXA offer annual plans?

We do not. 

Can I extend my trip on an AXA Travel Protection plan?

Modifications can be made prior to departure date.   
Please contact us to confirm. 

How can I find out more about AXA Travel Insurance?


Frequently Asked Questions about the Coronavirus (COVID-19) and Our Travel Protection Plans

AXA Assistance USA, Inc. (“AXA”) is monitoring COVID-19 and its potential impact on our customers and their travel. Travelers should consult the World Health Organization (WHO) ( and the Centers for Disease Control and Prevention (CDC) ( for the most up to date information on COVID-19.

This document is designed to provide general assistance regarding the terms our travel protection plans as they relate to certain COVID-19 situations. We urge any customer who has a medical issue while traveling or who has any other question regarding their specific travel protection plan to call us at 1-855-327-1442 or via collect call at 1-312-935-1719. Our website is also available at We review every claim based on its unique facts and circumstances and are happy to answer any questions you may have.

Please read your travel protection plan documents carefully if you are considering canceling your trip due to COVID-19. Fear of travel is generally not a covered reason for cancellation under our travel protection plans For other perils that are covered under our plans, each plan includes different coverages, limits and terms.

For purposes of these FAQs and coverage under our plans, the term Quarantine means Your strict isolation imposed by a Government authority or Physician to prevent the spread of disease. An embargo preventing You from entering a country is not a Quarantine. “Stay at home” or “Shelter in Place” orders issued by federal, state or local governments are not considered Quarantines.

Below are some general answers to questions we are receiving from customers regarding coverage under our travel protection plans:

If I want to cancel my trip because I’m afraid of exposure to COVID-19, does my travel protection plan cover that?

Cancellation of a trip for general concerns related to potential COVID-19 exposure is not generally covered under our travel protection plans.Please check with your travel provider to see if you can cancel or reschedule your trip without incurring fees or penalties and regarding potential refund, travel credit, or rescheduling options.

If I have booked a trip that leaves at some future date and my destination is affected by COVID-19, will I receive reimbursement for my claim if I cancel my trip?

As almost all destinations are currently impacted by COVID-19, coverage depends on a number of factors, including, but not limited to: the terms of your specific travel protection plan; your reason for cancelling; and the amount of your non-refundable payments and deposits.

What if my flight is delayed or cancelled by the airline?

If your flight is delayed or cancelled, Trip Interruption, Missed Connection and Travel Delay benefits may be available. Please check your specific travel protection plan for terms and conditions. Time restrictions may apply. Also, please check with your travel provider to determine your options.

If my travel protection plan includes Cancel for Any Reason (CFAR) benefits and I cancel my trip, am I covered?

You may be covered for a percentage of the unused, non-refundable trip cost that you elected to insure. Please refer to your plan documents for specific details as coverage may vary by state and plan.

Can I add CFAR coverage to my existing travel protection plan?

If you have an existing travel protection plan, you will not be able to add CFAR coverage to that plan at a later date. If available, CFAR coverage may generally only be included at the time of original purchase within the time sensitive period listed in your plan. Scope and availability of CFAR coverage may also vary by state and plan.

If I become ill with COVID-19, am I covered?

If you become ill with COVID-19 prior to your departure and after the effective date of your plan, you may be eligible for Trip Cancellation coverage. These claims will usually require a confirmed diagnosis from a physician with proof of illness that states you are medically unable to travel at the time of departure or evidence that you are subject to Quarantine.
If you become ill with COVID-19 while on your trip you may be covered for Medical Expense, Emergency Evacuation, Trip Interruption, and/or Trip Delay benefits with a confirmed diagnosis, including proof of illness and inability to travel from a doctor, or evidence that you are subject to Quarantine. Please review your specific plan for the details and limits of such coverage.

If I am Quarantined before or during my trip, because of COVID-19 exposure or illness, am I covered?

If you are Quarantined while on a trip due to COVID-19 exposure or illness, your travel protection plan will usually continue in effect during such Quarantine.
Medically imposed Quarantine may be a covered reason for Trip Cancellation, Trip Interruption or Medical Expense benefits depending on the terms of your specific plan. Please refer to your specific plan for the details and limits of such coverage and a description of covered expenses.

Can I cancel my travel protection plan and receive a refund for the costs of such plan?

You may be eligible for a refund under the terms of the plan review period. Check your travel protection plan documents for details.

Is there any coverage for the COVID-19 Test that is required by the CDC before I return to the USA?


What happens if I test positive for COVID-19 as a result of the required testing prior to my return to the USA?

If you have tested positive for COVID-19 and are required to be Quarantined, you may be eligible for certain benefits as defined in your plan documents.
Please refer to your specific plan for the details and limits of such coverage and a description of covered expenses.

What happens if my Traveling Companion tests positive during the COVID-19 test required for re-entry into the United States and I am required to Quarantine due to contact tracing and unable to travel home on my Scheduled Return Date?

If you are required to Quarantine, you may be eligible for Trip Interruption and/or Trip Delay benefits as outlined in your plan documents.
Please refer to your specific plan for the details and limits of such coverage and a description of covered expenses.

If I am required to be Quarantined on my Scheduled Return Date, will my additional expenses be covered for hotel, food and transportation?

Please check your plan documents.
You may be eligible for Reasonable Expenses as outlined under the Travel Delay benefit in your plan documents.

If my Traveling Companion or I am unable to re-enter the United States because their/my COVID-19 Test has not come back, will I have a payable claim?

No, there is no specific coverage for delayed test results.

If I am unable to get a mandatory COVID-19 test or my results are not back in time prior to my scheduled departure, do I have Trip Cancellation coverage?

No, this is not a covered peril under the Trip Cancellation benefit.

If I test positive for COVID-19 during my trip, does the plan provide reimbursement for my lodging expenses?

If you are allowed to Quarantine in your original prepaid accommodations, there are no eligible expenses for reimbursement.
If you must leave your original prepaid accommodations and Quarantine elsewhere, the unused portion of your prepaid accommodations may be eligible for reimbursement. Please refer to your plan documents for specific details as coverage may vary by state and plan.

Can I claim the ticket expenses if the airlines denied my boarding due to failure to meet the entry requirements of the destination country related to travel restrictions associated with COVID-19?

No, unfortunately there are no benefits for this. Please make sure to verify information on the official page of the consulate or check the boarding requirements of the airlines.

Family member who was our host, contracts COVID-19 and I am now forced to incur hotel expenses, is this covered?


We are traveling for a work function and our conference was canceled. Is this covered in my travel protection plan?

Event cancellations are not covered.

My work is requiring me to stay at home for some period of time upon returning from my trip. I cannot afford to take time off for vacation and then come back and take additional days.Will I be covered if I cancel my trip?

Work mandated stay at home orders are not covered.

What if the borders of the country of destination close while I am en route to my trip? 1) Will I have coverage under Trip Interruption? 2) If I am unable to leave my destination, will I have coverage under Travel Delay?

1) No, there is no Trip Interruption coverage for border closure.
2) No, there is no Travel Delay coverage due to border closure.

If the destination/resort to where I travelled mandates COVID-19 testing: 1) Is the cost of the mandatory test covered? 2) Will a positive test result administered by a non-qualified physician be satisfactory?

1) No, the cost of the test is not covered.
2) A positive test must be verified by a legally qualified Physician, as defined in your plan documents.

I tested positive for COVID-19 and my physician ordered me to Quarantine. My Quarantine is now over, and I am feeling well, however I have an upcoming trip next month, can I proceed to file a Trip Cancellation claim?

No, you must be certified as medically unable to travel or subject to Quarantine at the time of your trip. Eligible reason for cancellation can be found in the plan document language.
Please refer to your plan documents for specific details as coverage may vary by state and plan.

Benefit Specific

Why are Trip Cancellation and Trip Interruption coverages important?

Most travel suppliers, such as travel agencies, cruise lines, tour operators, hotels, or airlines have cancellation penalties. A deposit or final payment may be paid toward a trip and suppliers may apply their published cancellation penalties to the trip. Published penalties may increase as the scheduled date of departure approaches. Travel suppliers may retain a large percentage or all of the money paid as down payment, deposit or final payment. Trip Cancellation and Trip Interruption coverages may reimburse you for eligible non-refundable, unused portions of the trip cost if you cancel or interrupt the trip for a covered reason.

Will I get all of my money back if I cancel my trip?

Trip cancellation coverage can reimburse your prepaid non-refundable payments if the trip has to be cancelled for any of the reasons covered by your plan, up to the maximum allowable limit as stated on your Confirmation of Coverage. Some covered reasons may include the following: bad weather, natural disaster at the destination, unannounced strikes or sudden medical emergencies.

What’s included under non-refundable costs?

The total sum of all of your trip payments that would not be refunded due to cancellation prior to the trip departure would be included in non-refundable costs. Examples may include tour, cruise and airline ticket costs. Cancellation policies vary, be sure to consult with your travel supplier or tour operator to verify what costs are non-refundable. It is important that all of your non-refundable trip costs are insured.

Am I covered if the tour operator, airline or cruise line I am booked with discontinues operations or becomes bankrupt?

Some of AXA Assistance USA’s Travel Protection Plans may provide coverage for Pre-Departure Trip Cancellation or Post-Departure Trip Interruption due to bankruptcy or default of an airline, cruise line, tour operator or travel supplier. Please review the plan document for all benefit requirements.

What if my flight is cancelled?

If your flight is canceled as a result of, for example, bad weather or an unannounced strike, you may take a later flight. AXA Assistance USA’s Travel Protection Plans may reimburse you for the non-refundable, unused portion of prepaid expenses for travel arrangements and/or the additional transportation cost paid to return home or resume your trip.

What happens if my bags don’t arrive at my destination when I do?

AXA Assistance USA’s Travel Protection Plans can provide baggage delay benefits if the delay is for more than 24 hours during your trip. The plans can provide reimbursement for certain personal items you may buy, such as toiletries or a change of clothing, up to the allowable benefit maximum. Please retain all receipts for anything you purchase. If requested, AXA Assistance USA may assist in tracking your delayed or lost baggage.

What if I no longer want to take my trip due to recent terrorist attacks?

If you cancel or interrupt your trip because of a terrorist attack, the trip cancellation and trip interruption benefit may provide coverage. Please review your plan document for all eligibility requirements.

I need medical assistance in another country. What should I do?

Please call our emergency 24/7 hotline or refer to My Trip Companion for communication as well.

After Fulfillment

What happens if I need to make changes such as the trip cost or travel dates to a protection plan I have already purchased?

You may make changes to your travel protection plan provided you have not already departed on the covered trip or filed a claim. Please contact AXA via our Contact Us page to make any changes.

If I change my mind after purchasing the plan, can I get a refund?

Please notify AXA Assistance USA as soon as possible if you are dissatisfied and would like to cancel your travel protection plan and we will refund any unearned plan cost to you within 10 days of the request for cancellation or according to the terms of your plan.

Will I receive an insurance card to take with me after I purchase?

Yes, you will receive a travel insurance card, Confirmation of Coverage and any other applicable plan documents via e-mail. The travel insurance card and Confirmation of Coverage will include phone numbers to call in the event of an emergency. The plan documents explain the coverage benefits, conditions, limitations and exclusions.

What will the 24/7 global assistance service do for me?

Our 24/7 customer service team is staffed with multilingual specialists who can assist in a variety of situations while you are traveling on your trip, ranging from reporting lost baggage to coordinating emergency medical treatment.