General

What’s travel protection?

Travel protection is the combination of travel insurance and travel assistance services available 24/7. Travel protection provides you peace of mind when away from home; whether travelling abroad or within the U.S. Plan your trip with the knowledge you will have exceptional protection – should you need it – through AXA Assistance 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 Insurance plans provide world-class 24/7 travel assistance coupled with first-rate travel insurance plans. The comprehensive travel protection offers a help line to assist in navigating and managing through the unexpected as well as provides financial protection for your travel costs, up to the policy limit. Travel Insurance reimburses for non-refundable costs 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.

Doesn’t my credit card, homeowner's insurance, or health insurance give me the coverage I need when I'm traveling?

Credit card, homeowner’s insurance or health insurance may not fully protect you while travelling. Double-check your existing policies to determine what benefits you have and what occurrences would be covered.

What’s a pre-existing medical condition?

A pre-existing medical condition means an illness, disease, or other condition during the sixty (60) day period immediately prior to the Effective Date for which You, a Traveling Companion, a Family Member booked to travel with You: 1) exhibited symptoms that would have caused one to seek care or treatment; or 2) received or received a recommendation for a test, examination, or medical treatment; or 3) took or received a prescription for drugs or medicine. Item (3) of this definition does not apply to a condition that 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 sixty (60) day period before the Effective Date.

Do I have to pay any deductibles?

No. AXA Assistance USA Travel Insurance 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. The Adventure Travel Product is underwritten by United States Fire Insurance Company (NAIC #21113) under policy form series T210. Travel insurance 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 may be found in the policy terms and conditions. The policy may be downloaded by clicking on the Description of Coverage button after you obtain a quote.

Can I still purchase travel insurance if I have an existing medical condition?

Yes. You may still receive coverage protection for losses caused by reasons other than those related to any pre-existing medical condition.

What services are available for me prior to my trip?

Global travel assistance services are available to you 24/7 before and during your trip, to assist with various travel needs such as: pre-trip advice, translation services, medical and legal referrals, cultural information, concierge services, identity theft resolution services and more.

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 provide reimbursement 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 will reimburse prepaid nonrefundable payments if the trip has to be cancelled for any of the reasons covered by your policy up to the maximum allowable limit as stated on your Confirmation of Benefits. Some covered reasons may include the following: bad weather, natural disaster at the destination and 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 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 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 policy, for all benefit requirements.

What if my flight is cancelled?

If your flight is canceled as a result of bad weather or an unannounced strike, you may take a later flight. AXA Assistance USA’s Travel Plans reimburse 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 Plans provide baggage delay benefits if the delay is for more than 24 hours during your trip. The plans provide reimbursement for 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 terrorist attacks, the trip cancellation and trip interruption benefit may provide coverage;subject to the following conditions:

If I need medical treatment while on my trip, will my medical bills be covered?

If you are injured or experience an emergency illness while on your trip, AXA Assistance USA’s Travel Plans provide coverage for medical expenses up to the stated maximum allowable benefit, depending on the plan. If it is deemed medically necessary to evacuate you to another facility or home by the treating physician, the AXA Assistance USA Travel Plan provides coverage up to the stated maximum allowable benefit amount. All arrangements for evacuation must be coordinated through AXA Assistance USA.

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?

Please visit our Contact Us page to make any changes; as long as you have not already departed on the covered trip or filed a claim)

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 policy and we will refund any unearned premium to you within 10 days of the request for cancellation or according to the terms of your policy.

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 policy 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 policy 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 travelling on your trip, ranging from reporting lost baggage to coordinating emergency medical treatment.

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