General Travel Insurance Questions
What’s 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 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 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.
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 traveling. Double-check your existing policies to determine what benefits you have and what occurrences would be covered.
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.
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.
Can I still purchase travel insurance if I have an existing medical condition?
Yes. Our travel protection plans may still cover you even if you have an existing medical condition. Coverage will vary depending on the protection plan you choose as well as your state of residency. We recommend that you review the plan documents and Contact Us for additional information.
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.
I have a policy with you and wanted to know what options I have if I can’t take my trip due to COVID-19?
It may be possible for you to change your travel dates to later dates. AXA can change the dates on your current travel protection plan to your future travel dates. The dates can be changed to anytime 18 months from the initial start date of the trip you originally booked.
Policy change requests can be sent to USTravel@AXA-Assistance.us with the following:
Name, Policy #, Change you are requesting.
AXA policyholders may change their plan’s effective dates to cover a new or rescheduled trip. We are offering refunds for the cost of your travel protection plan to customers who wish to cancel their travel protection plan if the customer’s travel supplier canceled the customer’s trip due to COVID-19, so long as no payable claim has been filed under the plan. Please call or email us at USTravel@AXA-Assistance.us and we will be happy to assist you. Please remember to include your policy number and verification such a letter or notice from your travel supplier confirming that they cancelled your travel arrangements.
Unfortunately, cancelling a trip due to the Coronavirus alone is not an eligible event for a claim* (Trip Cancellation, Trip Interruption, or Trip Delay). Warnings issued by the CDC, Government Travel Bans, or any other preventative measure that causes a cancellation of your trip is not eligible for a claim on any of our policies.
NOTE: If the policy was purchased prior to January 31st AND the insured(s) should be placed under quarantine, then they may be eligible to proceed with a claim for Trip Cancellation, Trip Interruption or Trip Delay subject to their policy terms and conditions.
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.
*If the insured has a Platinum Plan and they opted to add the optional benefit to Cancel For Any Reason, then they may proceed with a claim according to the policy terms and conditions.
How does the Travel Ban affect my Policy?
Unfortunately, canceling a trip due to a virus/pandemic is not a common peril that a traveler would face, therefore, the travel protection plan does not provide protection for this specific situation. There is a specific list of unforeseen events and defined hazards that do provide eligibility for a claim but this does not fall under with any of our terms and conditions. However, due to these arising circumstances, many travel suppliers (cruise lines, airlines, tour companies, hotels, etc.) are either cancelling trips because they are not able to fulfill them or are relaxing their cancellation policies to allow travelers to cancel. We advise you to contact your travel supplier to see what options you may have available. If you are issued a credit by your travel supplier or if your trip is postponed to a later date, we are offering to adjust your travel protection plan so that we can insure this same trip at a later date or any other trip that you should like to schedule, as long as the new trip is within 18 months from the initial start date of the trip you originally booked. We can change the travel dates, length of travel, destination country, and trip cost you have insured with us.
What does Cancel For Any Reason provide coverage for?
If you originally purchased a travel protection plan with the Cancel For Any Reason optional benefit and cancel your trip for any reason not otherwise covered by your travel protection plan, the policy can reimburse you for up to 75% of the prepaid, forfeited, non-refundable payments or deposits you paid for your trip provided:
a) your premium payment was received within fourteen (14) days of the date your initial deposit/payment for your trip is received; and
b) you insured all prepaid trip costs that are subject to cancellation penalties or restrictions and also insured within fourteen (14) days of the payment for those arrangements the cost of any subsequent arrangements (or any other arrangements not made through Your travel agent) added to Your Trip; and
c) you cancelled your trip two (2) days or more before your scheduled departure date
Can I cancel my Policy?
Our travel protection plans provide you with a 10 Day Free Look period in which you may opt to cancel your protection plan. Please send your request to USTravel@AXA-Assistance.us and include your Name, Policy #, and indicate that you would like to cancel your travel protection plan.
Cancellation requests received outside of the 10 Day Free Look period are not eligible for a refund of premium* but may be changed to insure any other trip within 18 months of original travel departure date.
*DUE TO COIVID-19: We are offering refunds for the cost of your travel protection plan to customers who wish to cancel their travel protection plan if the customer’s main travel supplier canceled the customer’s trip due to COVID-19, so long as no payable claim has been filed under the plan. Please call or email us at USTravel@AXA-Assistance.us and we will be happy to assist you.
In order for us to review your request to cancel your policy outside of your 10 day free look period we need to receive the following:
-Cancellation notice from your main travel supplier notifying you that they had to cancel the trip as no fault of your own.
-Cancellation invoice showing a full refund of the trip cost you have paid them.
Please email USTravel@AXA-Assistance.us with the notice and invoice requested above so that we may proceed with your policy cancellation review.
If these cannot be provided you may still opt to extend this policy for a future trip within 18 months of your scheduled departure date.
Unfortunately, if your travel supplier is issuing a credit/voucher then we may not cancel the travel protection plan and you have the option to adjust the protection plan to insure any other trip within 18 months of original travel departure date.
If I rebook my trip for a later date, will my original Travel Protection Plan cover the rebooked trip dates?
If you postpone your trip due to COVID-19, your current travel protection plan may extend to your new trip dates provided:
a)The new trip dates are no more than 18 months from your original trip dates.
b)Additional costs, if required based on the new or postponed trip, will be collected. Plan costs will not be reduced or refunded for coverage for the new or postponed trip.
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.
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.
If I need medical treatment while on my trip, will my medical bills be covered?
If you are injured or experience an illness while on your trip, AXA Assistance USA’s Travel Protection Plans can provide coverage for medical expenses up to the stated maximum allowable benefit, depending on the plan. If the treating physician deems it medically necessary to evacuate you to another facility or home, the AXA Assistance USA Travel Protection Plan can provide coverage up to the stated maximum allowable benefit amount. All arrangements for evacuation must be coordinated through AXA Assistance USA.
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.