Frequently asked questions

Ex : How to get an insurance quote?

The person insured

Can I subscribe to your insurance, regardless of my nationality or country?

Yes, you can subscribe to our insurance. However, please note that some countries (such as those at war) are not eligible.

I live in a European country. Can I subscribe?

Yes, you can. You will be covered outside of your country of residence.

I want to buy for a family or a group of people. Can I do so?

Yes. You can buy for up to 10 people with only one payment.

I don't need visa to enter the Schengen Area. Can I still subscribe?

Yes. We will cover your trip on the same conditions.

Can I subscribe to this insurance once I have arrived at my destination?

No. The policy must cover the entire duration of your trip and must be purchased before your trip starts.

I want to subscribe for someone else. What information is needed to set up the travel insurance?

During subscription, you will be asked to provide the name, the birthday, the nationality and the country of residence of the insured.

Schengen Visa

Do I need a visa?

Depending on your nationality, you may need one. Please check this page: Schengen visa

What is the Schengen Area?

Schengen is a group of European countries listed on this page: Schengen countries.

My visa was denied. Can I get a refund?

Yes. We will need proof of the visa denial, and we will fully refund you.

Coverage and claim

Does AXA’s Schengen insurance cover medical fees related to COVID-19?

  • We cover your medical fees related to the coronavirus as long as you have respected medical advice and the travel recommendations provided by the World Health Organisation or any other similar organization from your country of residence or from the country you are traveling to.
  • We will cover these fees only if they are related to a medical incident as defined in the applicable general conditions. No cover is provided for the tests made compulsory by a national or international authority to be able to leave or go to a territory.

How can I change the dates of my insurance?

You can do so before the start of your coverage by sending us an email through the contact form.

I have purchased the Low Cost insurance plan. How can I upgrade to Europe Travel or Multi-Trip?

Please subscribe to the desired insurance plan again, then email us with your request to cancel and refund the previous policy. Make sure to send your request before the policy start date.

I have a medical issue, what should I do?

In case of a medical emergency, please contact us as soon as possible on the phone number mentioned on your insurance certificate. Alternatively, you can use the medical teleconsultation service with the credentials provided in your insurance certificate.

How do I file a claim online?

You can now make an online claim using our our dedicated platform

What is a pre-existing condition?

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.

Can I contact you?

 Yes. Via the contact form. For medical emergencies, please dial the emergency number mentioned in your insurance certificate.

Do you cover the “European part” of Turkey?

No. AXA Schengen covers countries of the Schengen Area (Low Cost) and the Schengen area, the EU and the U.K. (Europe Travel and Multi Trip).

Do you cover the United Kingdom?

Yes. AXA Schengen Europe Travel and Multi Trip cover the United Kingdom, the Schengen area and the other EU countries.

What coverage should I choose?

All our travel insurances meet the requirements of the Schengen Embassies. Please visit the Coverages Page to view the differences.

Does AXA Schengen Low Cost insurance cover all Schengen countries?

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

Payment

Can I pay for someone else?

Yes, you can, that is a standard procedure.

My payment did not go through. What should I do?

There could be several reasons: incorrect data provided, insufficient funds in the account, or security protection activated by your bank.

Do you accept wire transfer?

We accept credit cards and PayPal but do not currently accept wire transfers.

Are there any additional costs than what is mentioned on your website?

No, the price displayed on our website is the final price you will pay.

I don’t recognize the charge on my bank statement.

 You should see a charge from “INTER PARTNER ASSISTANCE”, City: “Bruxelles”.

Do you accept credit cards issued in dollars?

Yes, we accept Visa, MasterCard, and American Express from any country.

Can I pay with MasterCard, and how?

Yes, we accept MasterCard, Visa, and American Express. Choose your preferred payment method during checkout and follow the instructions.

Do you need any information besides my credit card details for payment?

No, we do not need your financial details. Our payment provider secures your transaction.

How long will it take to get a refund for a canceled insurance policy?

Our payment provider processes requests within 24 hours. Depending on the bank and the cardholder’s country, it may take a few days to several weeks.

Do you provide an invoice after purchase?

Yes, a payment confirmation with your details is sent via email after purchase.

Insurance certificate and documents

I didn’t receive my documents. What should I do?

First, check your spam folder. If the documents are not there, contact us through the contact form.

Does the name of the insured person (payer) appear on the insurance certificate?

No, only the name of the covered person appears on the certificate. The payer’s name is shown in the special conditions.

How can I get my documents in another language?

Contact us via the contact form.

How can I change information on my documents?

Contact us via email before the coverage starts through the contact form.

How is the insurance certificate sent?

The mandatory insurance certificate is sent immediately via email after payment. You just need to print it.

Will the insurance documents be sent by post?

No. The documents are sent via email, and no paper version will be provided.