Complaints

This profile includes complaints for AXA Partners US's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  AXA Partners US

  122 S Michigan Ave Ste 1100 Chicago, IL 60603-6115

• 

  AXA Assistance USA, Inc.

  703 NW 62nd Ave Ste 390 Miami, FL 33126-4675

• 

  AXA Partners US

  180 N Stetson Ave Ste 3650 Chicago, IL 60601-6709

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a travel insurance policy with the company and I submitted all required documents as they delay so much in response i submitted the Claim on September and up to now the Latest 2 weeks ago apologized email for Delay, however i been through a massive of health interruption and i have spend lot money In loss on the trip such delays is spoiling my financial situation specially in Current Holiday Season they doesnt Care about Customers if so why they didnt mention at the time when I purchased the plane they have such delay in processing claims

  Business Response

  Date: 12/19/2022

  Dear ****************, it is AXA Assistance USAs goal to provide excellent service to all of our customers.We take each complaint very seriously and see it as an opportunity to improve our service and processes. We do regret the difficulties you have experienced with the processing of your claim. We continue to experience high claim volumes, which has contributed to increased processing and response times. We confirm that your claim was received and processed for payment on November 29,2022. You should have already received your reimbursement check, however, if you have not, please contact AXA or our claims administrator for further assistance. We thank you for bringing this matter to our attention and apologize for the inconvenience this has caused you.

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18547646
  
  I am rejecting this response because:
  I didnt received the Accurate amount according to there policy as will to the amount I claimed the company should ***** all the expenses according how ever i been discounted 50% of my Claim? As i was having heart attack and  been through a lot of complications as well taking so long to recover the money i have suffered to provide during the emergency 

  kindly I urge you look for my case With mercy and homers my claim accordingly 

  
  Sincerely ,
  
  *********************

• Initial Complaint

  Date:11/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a full travel insurance policy through AXA. I tested positive for covid 19 right before traveling to **** to do an expeditionary whitewater rafting trip. I had to cancel my trip. I have attempted to call and contact *** repeatedly yet there is no option of phone contact. Their emails request documents which I have already sent over and over. The forms they requested that I fill out weren't even writable PFDs. They have every document they continually request. It seems like they/ stalling or aren't a real company. After my experience and all of the complaints I've seen on the BBB I am so very worried that I gave money to a company which never ever intended on actually providing the service which I paid for.

  Business Response

  Date: 12/15/2022

  Dear *************,

  it is AXA Assistance USAs goal to provide excellent service to all of our customers. We take each complaint very seriously and see it as an opportunity to improve our service and processes. We do regret the delay you have experienced in the processing time of your claim and the difficulties with contacting us. We are currently experiencing high claim and call volumes, which has contributed to increased processing and response times. Please be assured that we are working diligently to correct this. We were able to confirm with our claims administrator that your claim was processed in accordance with the terms and conditions listed in your travel protection plan. A letter explaining the claim decision was emailed to you today, December 14, 2022. We remain at your disposal should you have any additional questions about your claim and we thank you for bringing this matter to our attention.

  
  

• Initial Complaint

  Date:10/25/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased travel insurance for a trip to ***** scheduled from December 17th 2021 to January 9th 2022. Insurance included coverage for lost or delayed baggage. During my outbound flight on December 17th, my luggage were delayed, and did not arrive until December 20th. I was able to get by mostly with the content of the carry on that was still with me, but I had to purchase a couple of items ((totaling around 300$), so i submitted a claim for that amount on 01/11/2022. I received a request for additional document a few weeks later, and I submitted additional documents on 02/08/2022. After that, they have gone completely silent. I requested an update in April, to which the company replied on April 20th saying (quote): "Thank you for your inquiry. We received your documents on 01/11/2022, 02/08/2022 and they are currently in line for processing. We are currently experiencing a high volume of claims, please allow additional time for review. If any additional information is needed you will be contacted by an examiner.". Nobody has contacted me ever since, and nobody has yet provided me with an update. I requested another update on 10/24/2022, and I got a reply on 10/25/2022 that says (quote again) "Thank you for contacting our office.We are currently experiencing an extremely high volume of claims. Claims are reviewed in order of receipt. To avoid delays, please review your claim documents to ensure all required documents have been submitted. If additional information is required in order to complete our review, we will contact you by email (or by mail if you chose not to receive electronic communications).".How is it possible that my claim is still in queue more than 10 months after I submitted it? What is the point to buy their travel insurance if it takes years and dozen of communications just to get reimbursed of just a few hundred $?

  Business Response

  Date: 11/10/2022

  Thank you for bringing this to our attention. We value your business and are working with our claims administrator to address your claim concerns. A member of our customer service team will contact you directly with an update.

• Initial Complaint

  Date:10/07/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought insurance with this company before my travel to *****. I had unfortunately and incident with the Airline and my luggage (including my husband's) did not arrive on time. I filed the incident report at the airport, I had to buy cloths and I have reported this multiple times to this company. I also got a viral syndrome and I had to buy some medication while in *****. I have filled all documents they requested for the claims, I have filled these multiple times, I sent physical documents with the receipts which eventually returned to me by the carrier saying they could not find the physical address. Every time I sent an e-mail, I get an automatic response and when I called, I do not find an answer from the agent. They needed to refund me money and I have not gotten any money back. Every time they send me e-mails requesting the forms which I have already filled multiple times. I wonder if this company is fraud?AXA Assistance USA c/o AXA Assistance USA Claims Desk On Behalf of *********************************** and Affiliated Companies ***********************************************

  Business Response

  Date: 10/19/2022

  Hello ******************, it is AXA Assistance USAs goal to provide excellent service to all of our customers. We take each complaint very seriously and see it as an opportunity to improve our service and processes. The claims administrator has confirmed receipt of your baggage claim and has reached out to you by email on 8/16/22 and 9/20/22, and is pending your response. We are eager to help you resolve your claim and one of our customer service agents will be contacting you in order to assist you.You may also contact the claims administrator directly at ************** (MTWF 8:30am-5pmET, TH 9:30am-5pmET)  to discuss your baggage claim, and the medical claim you reference in your complaint. We appreciate your patience and thank you for your business.

• Initial Complaint

  Date:10/01/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Claim #****** was filed in June 17, 2022 with all required documents submitted. Its is now September 2022 and I have called more than 15 times with no response from management and one male representative even yelled at me on the phone about the supervisors being busy. I have been told by one representative that it was approved and waiting on a manager sign off which has Been a few weeks now. I would like for my claim to be paid in full. Was told it would be expedited several times. Tired of getting the run around and feels like Im being scammed.

  Business Response

  Date: 10/21/2022

  Hello ****************, it is AXA Assistance USAs goal to provide excellent service to all of our customers. We take each complaint very seriously and see it as an opportunity to improve our service and processes. We do regret the delay you have experienced regarding the processing of your claim. Our claims administrator was experiencing high claim volumes, which has contributed to increased processing and response times. We are able to confirm that your claim has been approved and a reimbursement check was mailed on October 7, 2022. We thank you for bringing this matter to our attention and appreciate your patience and understanding.

  Customer Answer

  Date: 10/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Plan Number: ******* We contacted AXA on June 4th by phone requesting a date change due to airlines cancelling flights. We were advised to email a request and this was submitted on June 4th. I received an automated confirmation.By June 12th, this request was not fulfilled. I reached out by email and phone requesting expedition of my request. Again, I was advised to contact by email. I sent an email and received an automated confirmation.Given that by June 14th, 10 days after my initial request I still had not received a response, I requested cancellation and a full refund. This was motivated by the constant ignoring of my request, which raised concerns about their diligence should a claim arise. I ended up purchasing a policy through another provider.I had not received a refund as to date.

  Business Response

  Date: 09/26/2022

  
  Dear **************************, it is AXA Assistance USAs goal to provide excellent service to all of our customers. We take each complaint very seriously and see it as an opportunity to improve our service and processes. We apologize for the delays you experienced in receiving responses to your June 4, 2022 request, and subsequent follow-up, to change your travel dates. We were experiencing an email backlog which contributed to increased response times, however, your request was processed on July 4, 2022, ahead of your rescheduled trip. An email confirmation of the change, along with the updated travel plan documents, were emailed to you on July 4th. Your request to cancel the policy and receive a plan premium refund was not processed as, per the terms and conditions of your travel protection plan, policy cancellations can only be honored within 10 days of your policy issue date.  As your cancellation request was received outside of the 10 day free look back period, and as AXA provided coverage for your trip, no refund of your plan premium is due.  If you have any further questions, please contact our call center, and we will be happy to assist you.

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 18025420
  
  I am rejecting this response because: as stated in your message, it took one month for you to update/process a very basic change. No updated travel documents were provided and as such, we ended up purchasing a policy through a competitor.  No return communication was every received. Furthermore, the lack of proactive communication - both via email and phone gives grounds to the credibility of your Company. A consumer that looks for insurance policies greatly looks at the communication to ensure trust is built. However, your company greatly failed at building this trust and thus warranted on taking my business elsewhere. Therefore, I think it is only reasonable and fair to refund.
  
  Sincerely,
  
  ***************************************

  Business Response

  Date: 10/07/2022

  
  Dear **************************, we regret that you are not satisfied with AXAs response to your complaint, and we again apologize for the delay in processing your request to change your trip dates.It is AXAs position that no plan premium refund is due because we have fulfilled our contractual obligations to you due to the following: your date change request was processed prior to your new trip, you were sent updated plan documents prior to your trip,  AXA provided coverage for your trip, and your policy cancellation request was received outside of the 10-day free look back period. As such, *** considers this complaint to be resolved.  If you still disagree with AXAs position, you have the right to file a complaint with the ***** ********** of **********

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18025420
  
  I am rejecting this response because:

  The actions of AXA placed me in a very uncomfortable and at-risk situation. Although *** confirmed receipt of all my three messages, AXA did not respond in a timely manner (to any of the three messages). Specifically, there was no response on their willingness to apply the effective date change or consequently, to any other requests, including request for policy cancellation. *** responded only after it was deemed that the relationship no longer existed; and when the trip was completed. AXA's response, which is a continuation of very anti-customer orientated, is outlined in this thread.

  AXA, known as a global company, negligently handled this case resulting in additional expenses that I had to incur. For the lack of their proactiveness and for the purpose of protecting property and life by means of insuring, I was forced to purchase an alternative insurance policy from a competitor. I, therefore, am seeking reimbursement for losses incurred of $192.00 due to AXA's ignorance. Proof of insurance is attached.
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:09/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased travel insurance and submitted a claim on 7/5/22. I was told the claim would be resolved within a month. Its been 2 months since and have not heard back. Claim ******.

  Business Response

  Date: 09/08/2022

  Dear **************, it is AXA Assistance USAs goal to provide excellent service to all of our customers. We take each complaint very seriously and see it as an opportunity to improve our service and processes. We do regret the delay you have experienced in the processing time of your claim. The claims administrator is still experiencing high claim volumes which has contributed to increased processing and response times. Please be assured that we are working diligently to correct this. We do confirm that your claim was processed on August 29, 2022, and a reimbursement check was mailed on September 1, 2022. Should you have any questions about your reimbursement, please contact the claims administrator or AXA directly, and we will be happy to assist you.

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My partner and I bough travel insurance through AXA for a trip in May 2022. The trip was to ******* for an almost 8 week trip. During this trip, out flight to ******* was delayed 22 hours and my partner filed a claim for hotel reimbursement. That claim was filed in May 2022. Then we both contracted Covid in June during out trip and both filed claims for a trip interruption in July 2022. We received confirmation of our claim submission but there has been no progress on any of the claims. It has been 3 months since the submission of the first claim. I don't feel that is an acceptable waiting time for reimbursement of funds. We are waiting on $1,000 each for the trip interruption claims.

• Initial Complaint

  Date:08/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AXA provides travel insurance which we purchased for a trip to ******* and the Galapagos. Our trip was ruined due to covid within two days of arriving in *******. We filed a claim with AXA, and apparently, their standard procedure is to hold the claim for a minimum of 60 days before they process it. Then they can take an additional two weeks to review and determine if more documentation is needed. If they require more documents, it's unclear at this time how much longer they will take to process the claim.Their system appears tailored to delay and delay before making a payout.

  Business Response

  Date: 08/29/2022

  Dear ************,
  
  It is AXA Assistance USAs goal to provide excellent service to all of our customers. We take each complaint very seriously and see it as an opportunity to improve our service and processes. Our records show that we received your claim, and a request for a claim form, on July 25, 2022. The claim form request generated an automated email to you, requesting additional documentation, however, upon review of your claim, it was determined that you provided all of the necessary documents.  We confirm that your claim has been processed and your reimbursement check was mailed on August 26, 2022. We apologize for the confusion we caused by requesting additional documentation and we thank you for your business.

  Customer Answer

  Date: 09/03/2022

   
  Complaint: 17709266
  
  I am rejecting this response because:

  We did eventually received our check on 9/2/22.  However, the explanation of benefits is lacking in any form of detail.  We submitted 36 receipts and got 6 lines of an explanation with no details as to what was and was not covered.  For instance, our contract calls for a 6% interest payment if our claim is not paid within 30 days.  We have no idea if this was included.  Covid test are not covered for travel requirements but they should be covered as part of our medical diagnoses of our illness.  Once again, we have no idea if these test were covered or not without a detailed explanation.

  As I stated originally, the mode of operation of this company seems to be delay and delay. We had to wait for over a week to an explanation of benefits after the claim was settled because it came with the check.  I was told it would be emailed to us but it was not.  So more than a week as gone by before I can dispute the claim.  I don't want to deposit the check because I'm afraid doing so is a confirmation of accepting their settlement. I have no idea how long it will take to get this resolved.

  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/08/2022

  Dear ************, thank you for bringing your additional concerns to our attention. A detailed breakdown of your reimbursement was emailed to you. Please contact the claims administrator directly should you have any further questions about your reimbursement. If,after reviewing the explanation, you do not agree with how the reimbursement was calculated, you may file an appeal with the claims administrator. We thank you again for bringing this matter to our attention and apologize for the inconvenience this has caused you.

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17709266
  
  I am rejecting this response because: While I did eventually receive an email with a detailed breakdown I believe this only happened because of my complaint to the BBB. I am appealing the settlement since I don't agree with a couple of the items not covered, but also because interest was not included.  AXA's previous response to my complaint contained an error which I originally missed that would appear to show them being very responsive and settling my case within 30 days.  In their previous response to BBB, they said my claim was submitted on July 25 and settled on August 26.  However, my claim was submitted on June 20th and I received a confirmation email on June 20, therefore taking more than 60 days to process my claim.  By contract, I am supposed to receive 6% interest if not paid within 30 days.  This was not included in my settlement and thus requiring an appeal on my part.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last year, I bought plane tickets to travel to ***** in June of 2021. However, due to many circumstances including my travel companon contracting COVID, we were forced to cancel the trip. I had purchased ******************** with my tickets specifically in case an issue like this arose and I need to request a refund. My initial refund request was denied, which based on the requirements for the travel insurance I purchased, was an incorrect result of my request. In the travel insurance, it states medical reasons as a valid reason to cancel tickets and request a refund. I filed an appeal in Jnauary of 2022 and still have yet to hear a response, though it has been more than 6 months at this point. I am frustrated, as I am entitled to recieve a refund and should not have had to wait this long to get one. I will attach the same documentation I recieved from AXA **************** which clearly states that I am entitled to a refund since I needed to cancel for medical reasons. I also produced proof that my travel companion had contracted COVID, which they did not accept for reasons I do not understand. I am asking for my entitled refund to be sent to me.

  Customer Answer

  Date: 09/10/2022

   
  Complaint: 17638797
  
  I am rejecting this response because:

  Based on my insurance policy, I AM entitled to payment and I do not understand why you are saying I'm not. 

  I will be filing a further complaint, and I will strongly urge everyone I know to avoid your business at all costs.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/12/2022

  Dear ********************, it is AXA Assistance USAs goal to provide excellent service to all of our customers. We take each complaint very seriously and see it as an opportunity to improve our service and processes. Your initial claim and subsequent appeals were reviewed by the claims administrator and the insurance company, and we regret to inform you that, according to the terms and conditions of your travel protection plan,your claim is not eligible for payment. An explanation detailing the denial reason was sent to you. If you still do not agree with the claim decision, you have the right to file a complaint with the **************** Office of the Insurance Commissioner.