Travel Insurance Reviews for AXA Assistance USA Platinum

We purchased insurance for a catamaran trip in the BVI. As we started our trip there was a minor risk of a hurricane forming but it was supposed to take days before posing any threat if at all... 3 days of 7 in the operator said we had to beach the ship and we should leave the BVI because a hurricane was going to make landfall there in 4 days on our original day of departure.

We had to buy last minute tickets to get the 6 of us home. We had 2 hr direct flight on spirit and 22 hrs return flight to St Martin, Panama then to Miami and an 2 hour uber ride home. Hurricane Irma ravaged the BVI, and then followed us home to Florida.

When i went to file a claim i was denied because 1) we chose to leave BEFORE the hurricane hit (even though the island ordered an evac and the operator ordered us off) 2) Before our airline cancelled our return flight (the morning the hurricane hit spirit cancelled the flight) 3) there was only a potential threat to our home; ie if we rode it out there we couldn't make it back to shutter up our house...

So I asked in writing what should i have done and the response was that we should have waited out the storm in the BVI and they would have reimbursed us for return flights... whenever we could have gotten them. I asked should i have cancelled the trip since a tropical storm was being watched (though it wasn't a hurricane) and the answer was we wouldn't reimburse you for that since you chose to cancel before an act of nature.

So in short if a hurricane is coming your on your own unless you ride it out at your destination, then you may stand a chance of some sort of reimbursement No reimbursement for the lost flight, transfers or the emergency flights out. But have fun with no food, water or power for how ever many days before airlines resume flights.

The only positive was the catamaran provider took complete care of the crews, got them home to saftey, and without question gave us a credit for the days we missed.

One week after filing we received an email from AXA confirming our claim had been received and that it could be up to 30 days for a response. Six weeks later we get another email saying the claim cannot be processed without further information, they wanted a copy of an E-ticket for a rebooked flight, since there was no rebooked flight and that was made very clear in the initial claim, I can only assume that AXA was trying to deny the claim and trying to get out of paying out. After responding, they finally issued a check almost three weeks later. So total time to settle was 9-10 weeks. This was a simple claim, dealing with a flight cancellation, hotel reimbursement and alternative travel, I can't imagine how long it would take if it was more complex.