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.
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, purchase your insurance policy within 14 days of first deposit, 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.
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 does First Deposit Date mean for Travel Insurance?
The first deposit date for travel insurance refers to the date on which you made your initial payment or deposit for your trip. This is an important date when it comes to purchasing travel insurance because it determines the eligibility and coverage for Pre-existing medical conditons, cancel for any reason and other benefits.
For AXA Travel Insurance, we insist that that you purchase your policy within 14 days of making your initial trip deposit in order to be eligible for trip cancellation/interruption coverage. This is because trip cancellation/interruption coverage is designed to protect you in the event that you need to cancel or interrupt your trip due to an unforeseen event, such as an illness or injury.
If you purchase your travel insurance policy after the first deposit date, you may not be eligible for trip cancellation/interruption coverage or you may have limited coverage. It's important to review the policy terms and conditions carefully to understand the coverage provided and any exclusions orlimitations that may apply based on your first deposit date.
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, AXA Travel Insurance offers policies that can cover travel to multiple destinations. When purchasing your policy, you will need to provide information about all of the destinations you plan to visit, as well as the length of time you will be spending in each location.
It is important to note that the specific coverage and benefits provided by your policy may vary depending on the destinations you are visiting. For example, certain countries or regions may be subject to travel advisories or other restrictions that could affect your coverage. Before purchasing your policy, be sure to carefully review the terms and conditions of coverage to understand how your policy will apply to your specific travel plans. If you have any questions or concerns, you can contact AXA Travel Insurance directly to speak with a representative.
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.
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) (https://www.who.int) and the Centers for Disease Control and Prevention (CDC) (https://www.cdc.gov) 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 www.axatravelinsurance.com. 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.
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.