AXA Insurance Reviews

Name: AXA Insurance
Rating: 2.44

2.4 Rating 1,011 Reviews

37 %

of reviewers recommend AXA Insurance

Company Reviews

Questions

Metrics

2.4

Based on 1,011 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

Visit Website

Write Your review

Tell us how AXA Insurance made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

AXA Insurance 1 star review on 26th October 2022

Anonymous

AXA Insurance 1 star review on 4th October 2022

Ronnie McBride

AXA Insurance 1 star review on 14th March 2022

Ahmed Gharib

AXA Insurance 1 star review on 19th April 2021

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“My husband had his car hit by another driver outside our house back in Oct 2017 while he was asleep - the other driver gave us her details and my husband called axa - he got a replacement car. The insurance wrote his car off and we bought another one at the fnd of October - it is now January 2018 and wd still haven’t received the money for the car written off. Telephone lines are only open 8-5 when my husband is at work and the last time he called he waited 45 mins to be answered to be told they were too busy to talk to him they would call back and he haxmt had a call back. We just want the money we are owed .”

Helpful Report

Posted 6 years ago

“The worst customer service in whole world! Was kept on hold for 40 minuets and eventually I was disconnected. I didn’t bother to call them again as had to go to work. I’ve sent an email instead. Received automatic message that they aim to respond in 24 hours. Two weeks later still no response. I need to start a formal complaint process. They did everything wrong, they put my name instead of my husband on accident claim which was made by my husband. Now it appears on cue database that two claims were made on the same day!! They started another claim on my behalf when I called them to notify that someone hit my car. I said that I am not going to claim anything as damage was not significant. They opened claim anyway and it remains unresolved on record with me being at fault! My premium is very high as a result. Avoid.......This company is total disgrace run by dodgy people.”

Helpful Report

Posted 7 years ago

“I called them to chase up a claim reported two weeks prior by one of my customers and was left on hold for 1hr 27minutes!!!! At that point I gave up..................................................... Absolutely lousy customer service. I'm just glad that I don't personally insure with them, and advised my client to look elsewhere when her premiums are due”

Helpful Report

Posted 7 years ago

“Abysmal customer service. Ridiculous wait times on the phone (30 mins plus on more than 1 occasion). Poorly trained representatives that haven't got a clue what they are talking about. Very unhelpful and unwilling to compromise. Awful company, please avoid.”

Helpful Report

Posted 7 years ago

“Id leave none if i could. Somebody whos with these hit my car n was totally written off i agreed a payment amount but left with nothing as they say they pay you yet its not put in bank for weeks but say they have.”

Helpful Report

Posted 7 years ago

“Not being able to add a name driver of 41 years of age because of holding a full UK license less than a year, excuse being not enough driving experience, what a load of bull.”

Helpful Report

Posted 7 years ago

“Had an injury to my knee in Mexico. From the initial call to Axa insurance to get emergency health care to putting in a complaint about the awful non existent care I received they failed me at every opportunity. I was left in an ambulance outside the hospital for one and a half hours without pain relief while Axa decided if they would allow me medical assistance. When I was told I had to stay in hospital overnight it took Axa 9 hours to authorise the hospital to give me pain relief and a bed. Each time I contacted Axa I was told I would get a call back which never happened. I spent 11 days in pain with no help from Axa. They refused to take the doctors advice on me needing an ambulance to take me to an MRI scan so sent a minibus which they said was cheaper. I had to crawl into the minibus as i couldn’t climb up. Terrible customer service and care.”

Helpful Report

Posted 7 years ago

“I had a driver pull out from a give way in front of me. Don't get me wrong, AXA paid up very promptly and I thought that was the end of it. The gent I spoke said it was definitely other driver at fault since he pulled out in front of me. Sent in statement and drawings including photos of damage to both cars. Three months later they contact me to say other driver claims I changed lane ( unlikely since inside lane is a camera enforced bus lane ) and it was my fault. AXA said they would treat it as both parties at fault and refused to fight claim in case they lost. I emailed them to convey my disappointment and point out that the Highway Code states you must make sure the road is clear before pulling out, placing the fault with the other driver. Nothing. Three months later and still not even an acknowledgement. My NCD is protected so not worried about that but lousy customer service from a bunch of spineless mice.”

Helpful Report

Posted 7 years ago

“This insurance company is run by theives, do not use this company for insurance, I tried to cancel my insurance early even though I payed for the year 1 month early they charged me £35 these guys are thieves do not us, only god knows what would happen if you had a claim”

Helpful Report

Posted 7 years ago

“What's the point in declaring that you use your car for commuting purposes if the car insurance company you pay for don't provide you with a courtesty car until 5 working days later? Horrendous. Lazy advisors that try and fob off your claim, e.g "I'll get someone to give you a call back as soon as." Which they don't. You have to constantly contact them for more information, which when you work full time is an absolute nightmare!! Everything is managed by third parties therefore Axa actually have no information or knowledge about your claim. Absolute joke of a company. Also their 'approved repairers' provide even less service than Axa themselves, I didn't even think that was possible. My advise would be to steer clear!!”

Helpful Report

Posted 7 years ago

“So far I've been waiting for 5 days since my accident for them to call me with a date and garage to take my car to for repairs. I was told I would get a call back 24-48 after my initial call to report the accident, I didn't get the call so I called them....I was told as it's Friday it would be Monday now when I get the call....so I waited....the call hasn't come again so I've called them to ask what's going on....been on hold for 40 minutes so far and I've not spoken to anyone yet! Thought insurance companies were supposed to take the stress out of making a claim...these guys are disorganised cowboys. I'll be going back to Admiral or Direct Line at the end of my policy”

Helpful Report

Posted 7 years ago

“The most painful experience trying to make a claim. Our car was parked and someone drove into it. Luckily we had a witness. Explained it all to Axa. Weeks later nothing. Contacted them said it was my fault but its ok as we are full comp. I queried why they hadn't contacted the witness and tracked down the other car. They said they had no record of a witness and the other cars details. I gave them the details again. Weeks later I chased them and exactly the same thing. Witness not contacted, other driver not tracked down. I just phoned them regarding the renewal increase and it was because we had a claim that was our fault!!! I was like talking to a brick wall. Utter utter incompetence. Hours of my life on the phone for something that was pretty simple.”

Helpful Report

Posted 7 years ago

“A client of AXA hit one of our company vehicles and attempted to drive off. After several months they finally accepted liability. We wanted to pursue directly through AXA so, it wouldn't affect our claims experience with our own insurer. They kept hanging up the phone on me, even though their details were given to me by my own insurer. They wouldn't communicate with the bodyshop who did the estimate and the claims handler would not listen to me, talked over me then started shouting at me and hung up. I phoned back and asked to speak to her manager Hafiza who had the same attitude, very rude, condescending and not helpful at all. Apparently they closed the file, I kept on at them and finally got it reopened as the incident was fairly recent. Out of all the insurance companies I dealt with, this is by far the worst experience I've had. Needs major improvement.”

Helpful Report

Posted 7 years ago

“This is the worst corrupted insurance company that I’ve ever had any dealt with”

Helpful Report

Posted 7 years ago

“Terrible experience had a incident which wasnt my fault ring uo the insurance company to sort it out cause thats what i pay for but now 2-3weeks later im still chasing people around they toke my car still aint got it back they only give me 14day courtesy car so now im at complete loss getting taxi everywhere and i cant help but feel the insurance company just dont care about their customer very unhappy with axa i wouldnt recommend them to anyone.”

Helpful Report

Posted 7 years ago

“Everything, The most unprofessional company I have ever experienced in my life. I work in services and have had an extensive experience dealing with customers myself but this company is the most horrific company I have ever come across, Never have they resolved my issues in a timely manner, Never have they communicated in an acceptable manner, Always having to contact them for updates and constantly having to explain what they need to do as a company rather than the company advising me. I'd rather work for the Devil than working for this company atleast He will be upfront about ruining my life up, I pity the person who has to purchase an type of insurance from this diabolical company or even has the pleasure of working for this scam organisation.”

Helpful Report

Posted 7 years ago

“This is a con. Please do yourself a favour and avoid at all costs. They will promise to call you back but won't, they promise to pass you onto the correct department, they won't BUT they'll do all this slowly so you pass the 14 day cooling off period so you can't get your money back.”

Helpful Report

Posted 7 years ago

“I purchased an insurance policy, when I made a claim I was given the run around. I was first told to call a U.S. Phone number, then U.K., afterwards CZ Republic. Each customer service agent referred me to one of the these 3 countries. After a month of calls and emails I was informed that I would not receive a refund. I would give the company a zero rating, however 1 is the lowest. To improve the quality of service I suggest the agency corespond internally to provide punctual information.”

Helpful Report

Posted 7 years ago

“Contacting the claims team is horrendous, averaging 20 to 50 minutes to answer calls. Still waiting for anyone to call back. Ongoing no fault claim taken over 6 months so far and still not resolved!!!!!!!!”

Helpful Report

Posted 7 years ago

“Have been trying to contact the claims dept for the past 3 days ... on hold for a minimum of 45 minutes per call; only for the line to cut off "everytime"!! This was a non fault claim and its totally unacceptable that i cannot discuss with a team member to get the claim settled. This is now beyond the joke and i would suggest to any potential customer... "think twice" before engaging this company to insure on your behalf.... you will be sorry !!!!!!”

Helpful Report

Posted 7 years ago

AXA Insurance is rated 2.4 based on 1,011 reviews