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Frequently Asked Questions

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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 helpline 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.

Credit card benefits may cover the costs related to accidents which occur during a flight, car rental damage or accidental death while travelling, but typically only when the travel purchase(s) was made via the card. AXA Assistance USA’s Travel Insurance plans provide protection no matter how you paid for the trip costs.

Some benefits provided by the AXA Assistance USA Travel Insurance plan are:

• Reimbursement for the non-refundable portion of the cost of the trip if that trip is interrupted or cancelled for a reason covered under the policy. Reimbursement subject to policy limits
• 24/7 access to emergency medical assistance and referrals
• Unexpected travel expense reimbursement for trip delay to or from your destination, Reimbursement subject to policy limits
• Assistance provided to help manage medical emergencies that may happen while traveling
• Coordination and claim settlement of medically necessary Emergency Medical Transportation

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.

Credit cards and homeowner’s policies may not provide sufficient coverage while travelling such as baggage loss or delay, trip interruption, delay or cancellation. Coverage provided through credit cards may be limited so it is a good idea to carefully review your card benefits prior to travel. Homeowner’s insurance may provide some coverage for any loss or damage to personal property; however this is dependent on your policy and you may be subject to a deductible.

Most health insurance plans only provide limited coverage for treatment outside of the health plan’s network and/or the U.S., in addition the plan may not cover the cost of medical transportation if needed, and these plans may be subject to a deductible.

What’s a pre-existing medical condition?

A pre-existing medical condition means any accidental injury, sickness or condition for you, or a traveling companion or any family member(s) travelling with you which received recommended medical advice, diagnosis, care or treatment within the 60 days prior to the effective date of the policy. An illness or medical condition is not considered pre-existing if the person is taking prescribed medication and the illness/condition is controlled without any change in the required prescription.

For a more detailed description please refer to the policy.

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?

Travel insurance plans are underwritten by companies of American Modern Insurance Group, including American Modern Home Insurance Company, NAIC #23469 (in California, doing business as American Modern Insurance Company). Travel insurance plans are brought to you through and 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 Section I of the policy. The policy may be downloaded by clicking on the Description of Coverage button on our Travel Insurance Plans page.

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. Please carefully read the policy. This is only a summary of our policy benefits. Please carefully read the policy to fully understand terms, coverages, conditions, limits and exclusions. Not all travel insurance plans or coverages are available in every state. This summary does not replace or change any part of your policy. If there is any conflict between this summary and the policy, the policy will supersede the summary. Please contact us with any questions you have by visiting our Contact Us page.

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. Coverage may be upgraded to include trip cancellation protection due to work related reasons or for any reason.

Please refer to the policy for the complete listing of covered reasons, other terms, conditions and limitations that may apply for work related cancellations and cancellations for any reason.

What’s included under non-refundable costs?

It is important that all of the non-refundable trip costs are insured. Non-refundable costs are the total sum of all of your trip payments that would not be refunded by a travel supplier or tour operator due to cancellation prior to the trip departure. 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.

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:

1. The terrorist act was politically motivated and occurred within 7 days of your departure as well as within a 50 mile radius of the territorial city limits of the destination city to be visited as displayed in your itinerary.

2. A travel advisory is issued by The United States Department of State indicating that Americans should not travel to a city named on the itinerary.

Please refer to the policy, for a complete description of the benefit.

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.

To help with medical emergencies during your trip, AXA Assistance USA includes 24/7 global assistance services. For complete benefit details, please review your AXA Assistance USA policy.

Please read the policy carefully.

This is only a summary of our policy benefits.

Please carefully read the policy to fully understand terms, coverages, conditions, limits and exclusions. Not all travel insurance plans or coverages are available in every state. This summary does not replace or change any part of your policy. If there is any conflict between this summary and the policy, the policy will supersede the summary. Please contact us, if you have any questions by visiting our Contact Us page.

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.) You may make changes to an existing plan as long as you have not already departed on your covered trip or submitted a claim.

Please visit our Contact Us page for our telephone numbers and e-mail address.

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

It is recommended to carry the travel insurance card, Confirmation of Benefits and all policy documents with you while travelling on your trip, in case of an emergency.

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.