AXA Insurance Reviews

Name: AXA Insurance
Rating: 2.41

2.4 Rating 1,049 Reviews

36 %

of reviewers recommend AXA Insurance

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2.4

Based on 1,049 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5

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AXA Insurance 1 star review on 16th April 2025

Anonymous // 01/01/2019

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“Broke my ankle back in march which required surgery. We used my fiance's phone no (she lives in the states) for all the paper work during any Dr's appointment, for the ER visit etc. She started getting letters from collection agencies so i called AXA to find out what the problem was. No problems i was told, we are finalising payments etc they said. Finally get an e-mail over a month ago saying that everything was being paid and settled. Fiance recieves a phone call from a debt collection agency 2 days ago chasing chasing a payment, called AXA to find out why it hadn't been paid. They assured me it had and sent me a statement saying everything had been paid and no debt collectors should be calling. Yesterday, another phone call from a different debt collection agency chasing a payment. Called AXA again, low and behold they hadn't paid one of the bills after assuring me everything was settled. I had sent them the bill more than once and the final demands more than once. The amount of stress and worry this put on my fiance is beyond belief. DO NOT USE THEM!!!!”

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Posted 6 years ago

“Before taking out buildings insurance with AXA check that you are 100% sure what your drains are made of. If they are made of pitch fibre they WILL NOT BE COVERED by AXA which we have found to our cost. How you are supposed to know the composition of drains buried underground is beyond me but if in doubt don't use AXA. It's buried in the small print so be sure to check. You can check with them if you have any chance of getting through to them on the phone. I've spent over two hours on hold to them over the past two days and am currently 22 minutes on a hold trying to sort out another element of our claim which they have sent the wrong person to deal with. There must be better home insurance companies out there than this.”

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Posted 6 years ago

“Had a fridge catch fire. Could not phone axa, gave after 40 minutes of your phone is in a queue, but online form works, they phoned me almost immediately and claim sorted same day. 10 out of 10 for online service.”

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Posted 6 years ago

“When it came to wife's renewal it went up an extra 100gbp was told by axa she wouldn't get a better quote well she did 400gbp cheaper”

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Posted 6 years ago

“Never going to have an insurance with them again. It was just a flat tire and they keep claiming documents from the car hire company that they tell me are not necessary. They will always find the way to avoid paying you. Not imagine if it was a serious accident instead of a flat tire. Take my advice choose a different company”

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Posted 6 years ago

“Everytime you change your car online there is an extra substantial charge whether the car is newer, older, bigger, smaller, more or less valuable. They take the opportunity to rip you off every time, I have 3 cars at a time insured with them which are initially competitive but soon make up for it with changes. If you do it by phone they charge another £50.00 on top of that. VERY poor service”

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Posted 6 years ago

“Fake. We hired a car via Ryanair and got axa insurance as only option. But the car company did not accept this insurance and therefore wanted us to buy the official insurance or leave deposition on 900 eur, which they would Keep if something happened. Do not use AXA. Their policy is very unclear and they may never repay the 900.”

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Posted 6 years ago

“Absolutely Shocking. Don’t go near them. Don’t be fooled by Lloyds Bank Gold service acc adding travel insurance as a bonus. Non paying con artists. Avoided 100,000euro bill for a Lloyds bank account holder with Brain Tumour !! All because way outs endless boarding pass ?? It’s impossible to avoid expletives but let’s meet the arrogant CEO it’s purely a rip off you’ve got no genuine cover full stop”

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Posted 6 years ago

“Dreadful company and won't ever use again. Had a car accident but couldn't get a courtesy car when I was entitled to one. Biggest problem is trying to speak to someone, you spend hours and hours trying to get through! I even wrote a letter to them as I had a query and am still waiting for a reply.”

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Posted 6 years ago

“AVOID AVOID AVOID!!! Worst company I have ever dealt with! Worst customer service, great if you’re happy to be on hold for over an hour each time you need to speak with them!”

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Posted 6 years ago

“Terrible service. Refused to pay out despite my policy documents clearly stating that I was covered.”

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Posted 6 years ago

“My worst nightmare. After giving a list of documents to submit, they keep asking for additional information every month. We are on month 4 now. Simple case, mother broke her hip and had to cancel a trip to go and take care of her.”

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Posted 6 years ago

“Extremely ruded staff. Not helpful at all. I was told to fine all the evidences by myself. Axa did not do anything for me because i already paid them so at the end i had to ombusman and they were grate help. Please please do not buy any policy from axa really shameful not being honest to their customers. Shouting at me on the phone.”

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Posted 6 years ago

“Don't bother ringing them they never answer ! My 92 year old father had a claim in November 17 and was emailed in December to be told the claim was settled and now closed. In July 18 a firm of solicitors wrote to him saying axis had not settled the claim with the co -op ( the other drivers insurers ). Therefore could he send them a cheque for £2358.60. It really distressed and upset him, as he always paid in full and thought it was resolved. Have tried ring 3 times in 2 days and been on hol 27, 33 and 39 minutes without being answered the last call being cut off because it was six o clock . What a way to treat your paying customers . Wouldn't recommend them 0 out of 10 .”

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Posted 6 years ago

“Put a claim in over 2 months ago and not a single phonecall about, put a conplaint in and still no phonecall even though a note has been sent to ring me. Just had to pay out my excess just to get my car back from non fault accident”

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Posted 6 years ago

“Very bad claim process. Waste of time and money. You need to chase and follow up with them constantly for about 6 months, send loads of documents they request for, and then they will find one small reason (oh, your cash withdrawals were too spread out over a few days instead of one day) and decide not to payout. Other insurance companies would have paid out your lump sum claim when you show proof of cancellation, delay, etc. but here, they ask for your bank statements (?!?!?!).”

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Posted 6 years ago

“If you want to spend hours and hours waiting on the phone whilst trying to chase up your claim then this is the company for you. Dreadful service, constantly chasing up progress of claim but having to sit on the phone for hours to do so. Avoid them like the plague.”

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Posted 6 years ago

“Poor claims management, nothing actively done on my file for weeks on end. Constantly having to chase to see where my claim is upto. Always placing the delays at the foot of the customer. Seriously avoid, Esure are a far better alternative.”

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Posted 6 years ago

“Forego the AXA insurance and take the insurance from the car rental company at the desk. It will cost a little more, but you will deal with no hassle at all! If someone side swipes or damages the car, you turn it in and hand the key over. that's it. This happened to me and AXA would not pay the claim.”

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Posted 6 years ago

“Don't make the mistake I did. Choose an alternative insurance provider. I was involved in a accident that wasn't my fault and my car is in the garage being repaired. We have a family holiday booked and had planned to drive from Scotland to and from Newcastle airport to catch our flights. Our issue is that when we return from holiday on Wednesday evening they think it's acceptable to ask our family including our son who has special needs to spend the entire night in the airport without the facilities we require for our son until the car hire desk opens the following day. They will not give us any further help. Axa this accident wasn't our fault!! If they had let us use the hire car and park it in the airport parking like we intended to do with our own car before our accident then there would be no issue. Axa has left me with 2 options hire the car size we require for the time we need it for at a cost of £650 Or book our family into a nearby hotel at a cost of approx £300 In a non fault accident you don't expect to have to pay a minimum of £300 out your own pocket for something that wasn't your fault and if you had your own car you wouldn't be paying. To make matters worse when I had my accident I was left with no transport to get home and waited 48 hours for a hire car. I wrote a complaint email to them and got zero help. This company have no respect or willingness to help their customers at a time when they need it the most.”

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Posted 6 years ago

AXA Insurance is rated 2.4 based on 1,049 reviews