Frequently asked questions
The person insured
Q: Is there an age limit?
A: No. Axa Schengen covers everyone independently from age.
Q: Am I allowed to buy your insurance, independently from nationality or country?
A: Yes, you can buy our insurance. We are based in Belgium and you will be covered during your travel in Europe.
Q: I am living in a European country, can I buy?
A: Yes, you can. You will be covered outside of your country of residence.
Q: I want to buy for a family or a group of people. Can I do so?
A: Yes. You can buy for up to 10 people with only one payment.
Q: I don't need visa to enter the Schengen Area. Can I still subscribe?
A: Yes. We will cover your trip on the same conditions.
Q: I want to subscribe from someone else. What info do you need to make the travel insurance?
A: During subscription, you will be asked to provide the name, the birthday, the passport number, the nationality and the country of residence of the insured.
Q: Can I buy AXA Schengen travel insurance in an AXA representive office in my country?
A: No. The AXA Schengen travel insurance can be purchased only on this website.
Visa Schengen
Q: Do I need a visa?
A: Depending on your nationality, you may need one. Please check this page: Schengen visa
Q: What is Schengen?
A: Schengen is a group of European countries as shown on this page: Schengen countries
Q: My visa was not granted, can I get my money back?
A: Yes. We will need a proof of the visa denial and we will refund in full.
Coverage and claim
Q: How can I change the dates of my insurance?
A: You can do so before the start of your coverage by sending us an e-mail at info.schengen@axa-schengen.com
Q: I have purchased the Low Cost insurance plan. How can I upgrade to Europe Travel or Multi-Trip?
A: Please subscribe again to one of the required insurance plans and send us an e-mail with your request to cancel and reimburse the previous policy. Make sure to send your request before the start date of the policy.
Q: I have a medical issue, what should I do?
A: Please contact us as soon as possible on the phone number mentioned on your special conditions.
Q: What is a pre-existing condition?
A: Pre-existing condition is any sickness, disease or other medical condition of the Insured Person which requires medical treatment and which was know by the insured person and diagnosed before purchase of AXA Schengen travel insurance.
Q: Can I contact you?
A: Yes. Our e-mail is info.schengen@axa-schengen.com. For medical emergencies, please dial the emergency number mentioned in your insurance certificate.
Q: Do you cover the “European part” of Turkey?
A: No. AXA Schengen covers countries of the Schengen Area and EU.
Q: What coverage should I choose?
A: All our travel insurances meet the requirements of the Schengen Embassies. Please visit the Warranties Page to view the differences.
Q: Does the low cost insurance cover all schengen countries?
A: Yes, it covers all countries of the Schengen Area, Switzerland and Liechtenstein.
Q: How can I subscribe to this insurance, step by step?
A: The subscription process is very easy, just click the BUY button and follow the insctructions on the screen. I will take you only a few clicks. For more details about our procedures, please check the Procedures Page.
Payment
Q: Can I pay for someone else?
A: Yes, you can, that is a standard procedure.
Q: My payment did not go through. What should I do?
A: Many possible reasons: data provided is incorrect, enough funds on the account, security protection layer from your bank
Q: Do you accept wire transfer?
A: We accept credit cards and Paypal, but do not accept wire transfer.
Q: Are there any additional costs than what is mentioned on your website?
A: No, the price shown on our website is what you will pay.
Q: I can’t identify your charge on my credit card statement
A: You should see a charge from “INTER PARTNER ASSISTA”, City: “Bruxelles”.
Q: Do you accept credit cards in dollars?
A: Yes, we accept Visa, MasterCard and American Express from any country.
Q: Can I pay with Master Card and how do I do it?
A: Yes, we accept Master Card, Visa and American Express. Just click the BUY button and follow the instructions on the screen.
Q: Do you need any other information about me besides my Credit Card details for the payment?
A: No, we don't need your financial details, our Payment Provider (Ogone) will secure your payment.
Q: How long do I have to wait for the refund of my cancelled insurance?
A: Our payment provider treats all the request within 24 hours. Depending on the bank and the country of the card holder, it can take from a few days till several weeks.
Q: Do you provide an invoice after purchase?
A: Yes, a payment confirmation with your details is provided after purchase via e-mail.
Insurance certificate and documents
Q: I did not receive my documents what should I do?
A: Please first check your Spam folder, then e-mail us at info.schengen@axa-schengen.com
Q: Does the name of the subscriber (the one who pays) shows on the certificate?
A: No, only the name of the insured person is mentioned. The name of the subscriber is mentioned on Special Conditions.
Q: How can I obtain my documents in an other language?
A: E-mail us at info.schengen@axa-schengen.com
Q: How can I modify the information in my documents?
A: You can do so before the start of your coverage by sending us an e-mail at info.schengen@axa-schengen.com
Q: How do you provide the insurance card/evidence?
A: The required insurance certificates will be sent by email right after payment, you can then just print it.
Q: Will you send the insurance documents with regular mail?
A: We provide electronic confirmation and certificates. We don't provide a hard copy of the contract.