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Frequently Asked Questions (FAQs)
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If this is your first experience buying AXA Assistance, we've compiled a list of Frequently Asked Questions to help you make your decision. Please read them over and see if your question is answered. If not, we invite you to contact us so that we may offer further assistance.
 
AXA Assistance
  • What's travel protection?

  • Do I need to purchase Travel Insurance when I have other insurance coverage? What's the difference?

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

  • What is a pre-existing medical condition?

  • Who is the insurance provider for the plans?

  • Can I still purchase travel insurance if I have a pre-existing medical condition?

  • Why are Trip Cancellation and Trip Interruption coverages important?

  • Will I get all of my money back if I cancel my trip?

  • What if my flight is cancelled?

  • What happens if my bags don't arrive at my destination when I do?

  • What if I no longer want to take my trip due to recent terrorist attacks?

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

  • Will I receive an insurance card to take with me after I purchase?

  • What will the 24/7 global assistance service do for me?

  • Do I have to pay any deductibles?

  • What's travel protection?

    Travel protection is the combination of travel insurance and non-insurance travel assistance services available 24/7. Travel protection helps offer 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, homeowners'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 is a pre-existing medical condition?

    A pre-existing medical 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 




    Who is the insurance provider for the plans?

    Travel Insurance Plans are either Underwritten by American Modern Home Insurance Company (NAIC #23469, and in California, doing business as American Modern Insurance Company) under policy form series AMT001 or 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).




    Can I still purchase travel insurance if I have a pre-existing medical condition?

    Yes. You may still receive coverage protection for losses that may be caused by reasons other than those related to any pre-existing medical condition. For a more detailed description of other Covered Reasons please refer to the policy documents.




    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 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 Insurance 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 Insurance 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 plan documents.




    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.




    Do I have to pay any deductibles?

    No. AXA Assistance USA Travel Insurance plans do not have deductibles.








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