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 in the Schengen area as well as Switzerland and Lichtenstein, San Marino, the Principalities of Andorra and Monaco and Vatican City

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 ASSISTANCE”, 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 have not received my documents. What should I do?
A: First check your spam box, then contact us at our e-mail address info.schengen@axa-schengen.com, or you can print a copy of your document from your personal space on the client site. 

Q: Does the name of the insured (the person paying the premium) appear on the insurance certificate?
A: No. Only the person covered by the insurance is shown on the certificate. The name of the insured is shown in the special conditions

Q: How can I obtain my documents in another language?
A: Contact us at our e-mail address info.schengen@axa-schengen.com, or you can print a copy of your document in the language of your choice from your personal space on the client site.

Q: How can I change information shown in my documents?
A: Just contact us by e-mail before the cover starts at info.schengen@axa-schengen.com, or you can make some changes (e.g. change your passport number where there is an input error at the time of application, from your personal space on the client site.

Q: How do you send the proof/certificate of insurance?
A: The mandatory insurance certificate is sent by e-mail immediately after payment. You just need to print it.

Q: Will the insurance documents be sent by post?
A: We shall send your insurance documents by e-mail. You will not receive a paper version.

Q: How can I find my personal space on the client site?
A: By using Login and the password sent in the confirmation e-mail you received after taking out your AXA Schengen policy.