Subscription and changes to the policy

Subscription to AXA Schengen

Purchasing an AXA Schengen insurance policy is done on www.axa-schengen.com website. The one who pays may be different from the insured. Once payment is accepted, the following documents will be available for download and will be sent by e-mail:

  • General Terms and Conditions
  • Special Conditions – they include the identity of the insured party, the cover provided, etc.
  • Insurance Certificate. It must be printed out and submitted to the consulate or embassy.

AXA Schengen covers up to 90 consecutive days.

Period of grace of 15 days

As from 5 April 2010 a Community Code on Visas has been established under the Regulation (EC) No 810/2009 of the European Parliament and of the Council.

An extraction from this regulation:

«…the period of validity of the visa shall include an additional ‘period of grace’ of 15 days.
Member States may decide not to grant such a period of grace for reasons of public policy or because of the international relations of any of the Member States.»

Example: If you request a 30 day visa, the Embassy may grant you a visa of 45 days.

Example: If you request a 90 day visa, the Embassy may grant you a visa of 105 days (it’s a maximum), during of which, you can travel up to 90 consecutive days.

AXA Schengen follows strictly the new regulation and you can add an additional 15 days to the cover during subscription.

If you are unsure if you are in this case or not, we advise you to add "additional 15 days" to your subscription.

Attention. We repeat. Even if the visa is granted for 105 days, you may travel only for 90 consecutive days within this period!

Reimbursement if the consulate refuses to issue the visa

If the consular authorities refuse to issue your visa, AXA Assistance will refund the full price of the policy, subject to presentation of the letter of refusal. The reimbursement will use the same method as the initial payment (e.g.: credit card).

The right of renunciation

The insured party, AXA Assistance or one of their representatives may renounce the contract within 14 days following subscription to the insurance policy. Renunciation by the insured party may be notified by electronic mail, but must be followed by a registered letter addressed to AXA Assistance, Avenue Louise 166, B-1050 Brussels, Belgium.

In accordance with the Law of April 30, 2014 relating to the insurance contract, the right of cancellation does not apply to short-term insurance policies of less than 30 days.

Attention! When entering the Schengen area, the traveller must be able to present proof of medical insurance with his/her visa.

What to do in case of a medical incident

You must call AXA Schengen call-center in case of a medical incident. Medical assistance professionals will help you 24 hours a day and 7 days a week get the best care you need and the closest to where you are.
If medical expenses are high, AXA Schengen will pay directly the health care provider and you will not have a big expenses during your travel. Hence, AXA Schengen is more than a travel insurance, as it concretely assists its customers when they need help.

Besides, if you have had expenses that need to be refunded, please do so using the following form.

Client Satisfaction

In the event of complaint relating to the assistance services, the Policyholder may apply to the AXA Assistance Customer Care department: 

By e-mail: customer.care.bnl@axa-assistance.com

By Post: Customer Care - AXA Assistance, Avenue Louise 166 Bus 1, B-1050 Brussels, Belgium

The complaint will be examined as quickly as possible by the the AXA Assistance Customer Care department and processed within a reasonable time limit.

The Policyholder may also contact the Insurance Ombudsman, Ombudsman des Assurances, Square de Meeûs, 35, B-1000 Brussels, Belgium (info@ombudsman.as), without prejudice to the right that the Policyholder has to legal process.

Languages used

Any communication with AXA Schengen (written, verbal or electronic) may be in French, Dutch, English or Spanish.