I have come to accept that AXA won’t cover my cost for medical emergency service. But still, I just want to rant a little, and maybe help people know to avoid such situation with AXA if they are going to travel to EU and need a Schengen Travel Insurance.
For about 3 months I purchased the Schengen travel insurance for my mother from AXA since it was among the lower cost ones. Beside AXA is one of the big companies as well. It was unlucky that I had to call the medical emergency number in German for my mother. Being in Germany for quite awhile, I called 116117 and 112. Little did I know I have to use the number provided by AXA for medical assistant or they will be able to deny to cover the cost.
This is how it was mentioned in the email I got when I purchased the insurance: https://imgur.com/A2yoqm5
Here is the info I got when my request was denied: https://imgur.com/N1eXVvz
This small text was hidden on their website, I only found it after all thing happened: https://imgur.com/xLCkddg