My home & contents insurance are with AXA and have been for years. I'd never made a claim until my mobile phone was stolen out of my hand 22 days ago on the street. I immediately reported the theft to the police, my mobile network and AXA. From that point on it was a disaster. AXA insisted on having a phone call with me to progress the claim - even though it was my *phone* that has been stolen. When I finally got a replacement SIM and a borrowed phone to ring them with, I assumed it would be smooth sailing. I was wrong. Apparently having the crime reference number and IMEI weren't enough. If the mobile carrier doesn't block the phone, then AXA won't speak to you and won't progress the claim. Except my phone wasn't from the carrier and they won't block it without a letter that I don't have. It's been 22 days going in circles and has become very clear that AXA's process is designed to make it difficult to complete a claim. Now that they've decided I made a complaint (which I hadn't), they've even given themselves 40 days to reply. Still no phone. It's insane. Go elsewhere for trustworthy service. Or, really, service at all.