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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“DO NOT USE THIS INSURANCE COMPANY! I couldn't leave quick enough. Poor handling of my case. Spent hours on hold. Disgusting customer service.”

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Posted 8 years ago

“Do not want to give a 1* rating as it is to high. Inept staff who are unable to recall and type correct details into the computer. 1 hour on hold every time i have to phone. No acknowledgment of complaints nor have they been resolved after 5 months. Claim ongoing since Dec. No action taken on claim unless I phone.”

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Posted 8 years ago

“I recently had my home burgled and consequently put a claim into AXA, from my first contact with them they were superb and helpful. They were quick to organise a company to secure my property and the rest of the claim continued in the same way. Like most people I took out my building and contents insurance assuming I would not be needing it, how wrong I was. A dreadful event was made less painful by there helpful staff. Superb customer care, would and have recommended them to all.”

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Posted 8 years ago

“Our garden wall was blown down by Storm Doris recently, the worst winds in our area for 90 years, six large trees felled on our estate, two main roads by us blocked. AXA refuse point blank to pay for repairs, stating they 'do not believe the storm was a contributing factor' Utterly appalling, what on earth do we pay insurance premiums for? I will not let this go without a fight!”

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Posted 8 years ago

“When trying to contact them regarding a claim that was in process it took over one hour to speak to someone on the phone and the next day it took 1 hour 10 minuets to talk to someone who then said I was in the wrong department and was in the right place at the beginning. Useless”

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Posted 8 years ago

“I've had a bump with my car 3 weeks ago i called the claims department straightaway to inform them. I'am now still waiting for someone to get back to me about repairs etc i've tried to call them myself but can never get through, they close at 5pm i tried calling them at 8am waiting 10 mins in a queue then i couldn't wait any longer. Never ever have i known an insurance company like this its ridiculous I strongly advise no-one to insure with them, if you have a bump your stuck!!!”

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Posted 8 years ago

“My car was crashed while parked in front of my hose. Axa takes forever to answer calls, very unprofessional customer service, it takes at least 40 minutes to get through to an advisor no matter what time I call. They hire a thrird party to deal with their out of hour calls which is so disappointing because the third party is not able to do anthing. Overall happy to leave Axa, my car was written off as no fault of my own but Axa still charged cancellation fee for the insurance. Unbelievable.”

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Posted 8 years ago

“Victim of an accident which happened in February 2017, it is now April and still not sorted. They unashamedly undervalued my car as a write-off and are basically forcing me to accept. I don't want to write off my car. I'm very disappointed so far with Axa I paid more to be with them because I thought they were the best company, But instead I feel bullied by them, they dont care about us the customer, they only care about looking after their own interest. Also to add, they don't bother contacting you for anything, you have to do all the work. I have sent so many emails, made so many phone calls and been on hold for so many hours. Very disappointing insurance company, if I had known, i would have saved my money and gone somewhere cheaper. My case is still ongoing, I will update my review once case is closed.”

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Posted 8 years ago

“Took our home insurance with them at a very keen price via a price comparison site but on renewal the premium was hiked up by 33% despite no claim on the policy. By the time I realised it was outside the cancellation period.”

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Posted 8 years ago

“Very easy to create a travel policy with them. BUT when I needed to claim because I missed my plane they were not helpful for me to pursue my claim for compensation. Its only a small claim but they make it SO DIFFICULT and long winded with lots of obstacles that most people will give up the fight! BEWARE that many insurers are backed by this company (including M&S insurance), so check each policy small print first. DONT BUY FROM THESE PEOPLE.”

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Posted 8 years ago

“Very disappointed with axa put in a claim on Oct after sm1 went into back of me and my car was due to go in April to get fixed. For Such a big company they are so slow and very unhelpful wld never recommend them.”

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Posted 8 years ago

“The worst service ever !! Still awaiting payment of a claim that has been accepted 3 months after the initial claim. Incompetent, unhelpful, lack of accountability.”

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Posted 8 years ago

“Possibly the worst customer service ever, the claim was 10th January 20017, so far nothing has happened at all,there was a couple of hysterical; calls from them to confirm there was no injuries at all, then nothing ! I have been on the phone 20 minutes and still could not get through, do not insure with these people !”

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Posted 8 years ago

“My wife and myself recently suffered a family bereavement whilst on a cruise and submitted a claim for curtailment of holiday and expenses incurred to return home. We cannot praise AXA highly enough and compliment them on their staff. We were dealt with courteously, compassionately and with empathy at such a traumatic time for the family. David Rees.”

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Posted 8 years ago

“Very bad experience. a guy from this company called me being very rude and almost shouting saying that my claim will be rejected because I have unrelated damages to my car and he accused me that I am a liar (different expressions)”

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Posted 8 years ago

“Part of Swiftcover group worst after sale company ever ,they never answer the phone last time I tried I gave up after 80 minutes”

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Posted 8 years ago

“Involved in an accident one afternoon last week which wasn't my fault - spent 2 hours trying to report it during working hours. Eventually it was answered by an out of hours company who took all the details and said I would be called on Monday morning. No call came on Monday or Tuesday morning. Called back and spent another 30 mins on hold. Eventually someone answered, asked me to confirm date of accident and then put me on hold for another 15 mins. Upon answering that call the person refused to talk to me as I was the named driver not policy holder. I put them on hold to get the policy holder and returned to find they had hung up! Another 20 min wait to get through again and finally a helpful man took my details. In the meantime Hastings Direct had contacted me 3 times to intervene as the other party had admitted liability. Called them and it was answered immediately and they were helpful. Let's hope the repair through them proceeds as smoothly - Won't be using AXA again.”

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Posted 8 years ago

“Absolutely awful insurance company. I was in a collision with one of their policy holders in december 2016. I have spent the past 2 weeks being placed on hold and passed around different teams and nobody could help me. My insurance company have contacted them several times and still nothing off them. I spent 2 and a half hours on hold and still didn't get to speak to an actual person. Absolutely disgusting customer service, I pray that nobody's vehicle is hit by someone whom is with these as they still haven't even contacted the man who drove into the back of my vehicle, 4 months on.”

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Posted 8 years ago

“Useless company with very poor customer service.”

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Posted 8 years ago

“I got my car insurance renewal through, £70 more than last year, up to £450. Immediately I got annoyed and searched for hours online for cheaper deals. No such luck, cheapest on all the comparisons was £100 more than the renewal price! The average was around £1200 so obviously I let auto renew take over! Been with the company for 3 years now and they have continued to be the cheapest! No complaints here.”

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Posted 8 years ago

AXA Insurance is rated 2.4 based on 1,049 reviews