FAQs

Policyholder

Question: Is there an age limit?
Answer: AXA Schengen covers everyone regardless of age.
Question: Can I purchase your insurance regardless of nationality or country?
Answer: Yes, you can purchase our insurance. We are located in Belgium and you will be covered during your travels in Europe.
Question: I live in a European country, can I buy it?
Answer: Yes. You will be covered outside of your home country.
Question: I am looking to buy for my family or team. Is it possible to do this?
Answer: Yes. A single payment can only be made for a maximum of 10 people.

Question: I have arrived at my residence, can I purchase this insurance?
Answer: No. The policy must cover the entire duration of your trip and it must be taken out before the trip begins
Question: I don't need a visa to enter the Schengen area. Can I still book travel insurance?
Answer: Yes. We will cover your trip under the same conditions.
Question: I want to order from elsewhere. What information do you need about ordering travel insurance?
Answer: You will be asked to provide the policyholder's name, date of birth, passport number, nationality and country of residence upon booking.
Question: Can I purchase AXA Schengen travel insurance at the AXA representative office in my country?
Answer: No. AXA Schengen Travel Insurance can only be purchased on this website.

Schengen visa

Question: My visa has been refused, can I get a refund of the insurance fee?
Answer: Yes. With a visa refusal, a full refund will be issued.

Underwriting and Claims

Q: Does AXA Schengen Insurance cover medical expenses caused by the Novel Coronavirus Pneumonia (COVID)?
answer:

• If you follow the travel advice of the World Health Organization, or a comparable agency in your country of residence or destination, or a doctor, we will cover medical expenses caused by the novel coronavirus.
• Expenses covered by insurance claims are medical expenses within the scope of application of the general terms and do not include any testing required by national authorities or international authorities for travel to/from a certain area.

Q: When my Schengen insurance policy expires, is it possible to renew it?
A: The policyholder must leave the Schengen area in order to renew the insurance contract.
If, when your insurance contract expires, there is absolutely no way for you to return to your home country, your Schengen insurance contract can be renewed as an exception if the following conditions are met:

• Due to special and unpredictable circumstances, it is indeed impossible for you to return to your country of residence no matter what route you take.

The insured must submit to us evidence of inability to return to the country upon our request. If on the date of signing the renewal contract, another airline provides an alternative flight to reach the insured's country of residence, "the original flight was cancelled" cannot be used as a legitimate reason for not being able to return to the country.

• The total renewal period cannot exceed six months.
• Application for renewal must be made before the original policy expires.
• Renewal contracts are non-refundable.

Question: How do I change the date of coverage?
Answer: You can make changes by emailing us at info.schengen@axa-schengen.com before coverage begins

Question: I have purchased the Economy Choice insurance plan. How can I upgrade to Travel Europe or multiple round trips to Europe ?
Answer: Please reorder the desired insurance plan and email us with a request for cancellation and refund of the previous policy. Make sure to make your request before the policy start date.
Question: I have a medical problem, what should I do?
Answer: Please contact us as soon as possible at the phone number mentioned on the special terms.
Question: What are the pre-existing conditions?
Answer: A pre-existing condition is the need for medical treatment by the insured person, any discomfort, illness or other medical condition known and diagnosed before purchasing AXA Schengen Travel Insurance.
Question: How can I contact you?
Answer: Our email is info.schengen@axa-schengen.com. For medical emergencies, please call the emergency contact number on your proof of insurance.
Question: Do you include Turkey in Europe?
Answer: No. AXA Schengen covers the Schengen area and EU countries.
Question: Which Schengen travel insurance should I choose?
Answer: All of our travel insurances meet the requirements for applying for a Schengen visa. Please visit the Warranty page to see the difference.

Question: Does "Economic Choice" insurance cover all Schengen countries?
Answer: Yes, including all countries in the Schengen area plus Switzerland, Liechtenstein, San Marino, Andorra, Monaco and the Vatican.
Question: How do I book this policy?
Answer: The booking process is very simple, just click  the buy button and follow the on-screen instructions. Just a few clicks. For more details on the process, please view the process page .

pay

Question: Can I pay for someone else?
Answer: Yes, it is very common.
Question: My payment didn't go through. How should I do?
Answer: There may be many reasons: wrong data provided, sufficient funds in the account, bank security
issues: do you accept wire transfers?
Answer: We accept credit cards and Paypal, but not wire transfers.
Question: Are there any additional fees other than those mentioned on the website?
Answer: No, the amount shown on the website is what you will end up paying.
Question: I don't recognize your charges on my credit card statement?
Answer: You should see charges from "INTER PARTNER ASSISTANCE", city: "Brussels".
Question: Do you accept USD credit cards?
Answer: Yes, we accept Visa, MasterCard and American Express from any country.
Question: Can I pay with Master Card and how?
Answer: Yes, we accept Master Card, Visa and American Express. Just click the buy button and follow the on-screen instructions.
Question: Do you need any other information from me besides the credit card details used for payment?
Answer: No, we don't need your financial details, our payment service provider ( Ogone ) will keep your payment safe.

Question: How long do I have to wait for my cancellation insurance refund?
Answer: Our payment service provider processes all requests within 24 hours. Depending on the cardholder's bank and country, it can take anywhere from a few days to a few weeks.
Question: Is an invoice provided after purchase?
Answer: Provided, proof of payment with your details will be provided via email after purchase.

Proof of Insurance and Documents

Problem: I did not receive the document. How should I do?
Answer: Check the spam box first, then contact our email address info.schengen@axa-schengen.com, or you can print the file from your personal account at the customer site. 
Question: Is the name of the policyholder (the person paying the premium) shown on the certificate of insurance?
Answer: No. Only the insured is displayed. The name of the policyholder is shown in the special terms.
Question: How do I get documents in other languages?
Answer: Contact our e-mail address info.schengen@axa-schengen.com, or you can print the file in the selected language from your personal space at the customer site.
Question: How do I change the information displayed on the file?
Answer: Simply contact our email address info.schengen@axa-schengen.com before the start of the coverage date, or you can make some changes from your personal account on the customer site (for example, within the personal account on the customer web page Entering the wrong passport number when changing the reservation).
Question: How do you provide proof of insurance?
Answer: Email the necessary proof of insurance immediately after payment. You just print it out.
Question: Will the insurance documents be sent by post?
Answer: We will email proof of your policy. You will not receive a paper version.
Question: How do I find my personal account on the customer site?
Answer: Use the login and password sent in the confirmation email you received after taking your AXA Schengen policy.