AXA Insurance Reviews

Name: AXA Insurance
Rating: 2.38

2.4 Rating 1,138 Reviews

36 %

of reviewers recommend AXA Insurance

Company Reviews

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2.4

Based on 1,138 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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Anonymous

Anonymous // 01/01/2019

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“On line was easy to process and followed by excellent customer service”

Helpful Report

Posted 5 years ago

“Hold times on calls for existing claims is a absolute joke I’ve a hour to be disconnected then another 40 minutes and am still waiting”

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Posted 5 years ago

“Wait until you get a claim with AXA they do not answer the phone for over 30 minutes and they are very slow. No quick settlement I am afraid which could cause additional cost and use of the vehicle.”

Helpful Report

Posted 5 years ago

“Just spent another 45 frustrating minutes waiting for AXA to pick up the claim line call. This is the third time. Their operative refused to discuss any aspect of the claim with me due to data protection as its my partners insurance and I am the named driver. Most frustratingly, they refused to let me speak to their manager and refused to return a call to discuss the matter. We were driven into the rear of our car by another driver. We provided AXA with their details. The other driver does not appear to of provided their details. Checks by our other insurer confirmed they were insured. AXA have listed the accident as a fault claim and our other car insurers are asking for additional premiums. I have little confidence that AXA will either pursue this claim or return a phone call to advise us of the situation. Unless something radically changes, we shall never purchase another AXA or its associated companies products.”

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Posted 5 years ago

“IF YOU WANT TO THROUGH YOUR MONEY AWAY THEN INSURE YOUR PROPERTY WITH ,AXA. AFTER PAYING THE INSURANCE PREMIUM FOR NEARLY 20 YEARS, MY PROPERTY SUFFERED A SETTLEMENT BY THE GABLE WALL. PHONED THEM UP AND AFTER MAKING OVER TEN CALLS THEY SAID THAT THE PROPERTY WAS NOT INSURED. SENT DOCUMENTS BY RECORDED DELIVERY TO PROVE THAT THE PROPERTY WAS INSURED. aFTER MAKING MORE PHONE CALLS ON EXPENSIVE CALL RATES THEY SAID THEY COULD NOT LOCATE THE DOCUMENTS SENT. EVENTUALLY, THEY FOUND IT AND THEY USED EVRY TRICK IN THE BOOK NOT TO PAY. THEY INITIALLY SAID THAT THE SETTLEMENT MUST HAVE BEEN CAUSED BEFORE I TOOK THE INSURANCE BUT WHEN SURVEYORS REPORT PRODUCED TO SAY THAT IT HAD NO SETTLEMENT AT THE TIME OF PURCHASE THEN THEY BLAMED BAD WORKMANSHIP WHEN ADDITIONAL WORK WAS CARRIED OUT. I HAD TO HIRE A STRUCTURAL ENGINEER TO SAY THAT THE CAUSE OF SETTLEMENT WAS BROKEN SEWER PIPE CAUSED BY TREE ROOTS, THEY SAID THERE WAS NO TREE IN THE VICINITY. I HAD TO USE GOOGLE IMAGES TO SAY THAT THERE WAS A 30FT TREE NEARBY IN 2012 AND THEY NEVER ANSWERED MY PHONE CALLS, EMAILS OR CORRESPONDENCES BY RECORDED DELIVERY. I INITIATED LEGAL CLAIM BUT I WAS BULLIED BY THEIR SOLICITORS BY SAYING IF I LOOSE I HAVE TO PAY THEIR 75,000 POUNDS LEGAL FEES. I COULD NOT RISK THAT AND I GAVE UP. COMPLETE WASTE OF PREMIUM PAID FOR 20 YEARS.”

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Posted 5 years ago

“I DO NOT RECOMMEND... The worst company ever!!!! extremely slow services, they never pick the phone... the waiting time to be served after 10 calls its about 3 hours.... do not reply to e-mails, but they want their payments on time. We had a incident with our car and are trying to contact then for approximately 4 weeks so far, we have no answers. AVOID, AVOID!!!”

Helpful Report

Posted 5 years ago

“AVOID - they do not answer the phone, do not reply to e-mails, happy to take your money but provide an absolutely shocking service when you most need it. Do not insure your car, pay a little extra and go to a reputable company who will help you”

Helpful Report

Posted 5 years ago

“I have been with AXA Home Insurance for almost 7 years and have 2 policies with them, one for my main residence and one for my 2nd. Home (Holiday Home).I received a letter yesterday asking me to contact them urgently, when I did they told me that they were not happy to continue insuring my 2nd. home and it is now over 6 months since I renewed with them. When I asked why, they told me that it was because I don't sleep there. The question on their application is nit whether I sleep there, but whether I spend at least a few hours there on most days, which I do and always have done. Unbelievably, I started looking round for a new insurer today and titled my 2nd. property a Holiday Home - what came up? A quote from Home Protect UNDERWRITTEN BY AXA!!!! DOES THE LEFT HAND KNOW WHAT THE RIGHT HAND'S DOING? OBVIOUSLY NOT.”

Helpful Report

Posted 5 years ago

“I have insured stuff for use away from home. As I was not with items when they went missing the policy will not pay out. They were in a room with my colleagues, but that does not count. Very expensive company who will do there best to not help. I have never claimed once in over half a century and this is how one is treated when I need help. Sorry AXA but I have yet to work on a way to keep everything with me 24/7 when I am out of the house.”

Helpful Report

Posted 5 years ago

“WORST INSURANCE COMPANY EVER DON'T USE. My partner was involved in straight forward non fault accident 5 months ago, and still waiting for excess to be returned. When we did eventually contact them, they said there is a dispute with 3rd party insurance company. We try every week at least twice to contact them, as we never get updated and have just been told after another 1 hour wait that they don't have enough staff and can only offer callback tomorrow, which we know won't happen. STAY AWAY FROM THESE.”

Helpful Report

Posted 5 years ago

“The way in which I was dealt with was disgraceful. I had to cancel several flight/Eurostar tickets because of my husband's serious illness so claimed on my travel insurance. The Claims officer interrogated me over the illness in an extremely aggressive manner and told me that both medical certificates were 'inadequate'. When I complained to the CEO, I was told there was no case to answer - so there won't be any improvement for the future. Although the claim resulted from the same event, Axa charged the excess of 125 pounds four times (for each ticket). Having completed their form and provided many supporting docs, Axa finally sent me a very long form to complete more than 5 weeks after I submitted my claim. Their one aim throughout was to try to invalidate my claim. I would have given them no stars but this option was unavoidable - learn by my experience and avoid.”

Helpful Report

Posted 5 years ago

“Been a customer for 8 years . Never claimed off any insurance policy I've held . My insurance has went from £272 to now £ 700 in the space of the past 4 years with them . RIP off sharks tbh”

Helpful Report

Posted 5 years ago

“AXA is the worst company I’ve ever had the misfortune to deal with. I made a relatively small claim on 17/06/19 and due to their inefficiency it still hasn’t been settled and I have had to complain to the Financial Services Ombudsman who are investigating. It said it all when I contacted them on 06/09/19 as I have still not had anything other than an acknowledgement following a second complaint to them at the beginning of August and they said that they haven’t looked at my latest complaint as they have to deal with them in date order. Shows how many complaints they have!! If you want insurance that’s worth anything DON’T insure with AXA!”

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Posted 5 years ago

“I got a quote from a few companies before I contacted AXA, when I eventually contacted AXA, they were friendly, helpful and cheaper than everyone else, when ever I called they helped me get around the problems I had if I was to give them a rating out of 10 it would be a 10 will use them again without a doubt.”

Helpful Report

Posted 5 years ago

“I am trying to contact AXA over a Claim and they do not answer the phone once you have made a seclection. Waited 30 mins now cut off. Additionally they do not listen to what I said to them last week that is why i need to speak to them again!!!!!”

Helpful Report

Posted 5 years ago

“Good. I driving 13 years and 5 years lorry driver”

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Posted 5 years ago

“Great and friendly customer service”

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Posted 5 years ago

“Hike up prices when making changes on policy as existing member but cheapest for new members hmmm”

Helpful Report

Posted 5 years ago

“Stressful experience following what should have been a straightforward claim. Took over a year to resolve, solely due to poor communication, delays and lack of proactivity by AXA. I would not recommend them.”

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Posted 5 years ago

“dont use AXA fully comp insurance & had an accident 4 months ago calling every week for updates & expected to wait 1 1/2 hours every time. waiting this long is rediculas van in front of me stopped on a junction (so did i) & reversed 2 car lengths into me (said he was turning arround). he completely accepted responsibility at the time (recording passed onto insurance). no dammage to the van & no attempt to claim for any been 4 months now & received nothing now AXA saying they want me to pay them if i want them to persue the claim.”

Helpful Report

Posted 5 years ago

AXA Insurance is rated 2.4 based on 1,138 reviews