AXA Insurance Reviews

Name: AXA Insurance
Rating: 2.44

2.4 Rating 1,011 Reviews

37 %

of reviewers recommend AXA Insurance

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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

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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

“This is the worse insurance company - l have ever experience. Please do not go with this company as the stress this has cause me left me in tears/staff don't care about customers/left me hanging on the phone for hours on end/you paying for the calls. I had accident nearly two weeks ago waiting for a call back never happened. Put a complaint in to Amanda/Karine Thursday it's now Tuesday notting was done, l had to phoned again today was told she will look into this, l am now waiting for a call back, let's see if the will get back. Spoke to Jiany Thursday then passed me on to someone else this was the wong department then l was passed back to Jiany (l was told by Friday if l didn't get a call back, send her email which she gave me. I email her Friday at 16.30 did l get a reply no.... it's now Tuesday. I don't know how this company is still in business..... please do not go with them as you will make the same mistake as l did. Don't go on the cheap quote you get from them!! Tracy”

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Posted 7 years ago

“Helpline too busy to take calls. Declining claim, because I did not contact "helpline" afterwards.”

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Posted 7 years ago

“Go with someone else. I took out the travel insurance with them for my 3 week holiday in far Indonesia. During the first week of the trip I had serious, but controlled health issues. I needed to come back home, but since it's costly to re-book a flight I wanted some guidance of how to do it, to be able to claim the money back. Also I needed some guidance on where and how to get medical help. I was in a really remote place and had no phone signal. But I had internet access, hence decided to send an email to AXA to an email address that was right next to the emergency number (travel.help@axa...). It took them 2 WEEKS TO RESPOND to my email! After coming back I sent a complain to AXA, and spoke with their representative on the phone, who said she would do the same in my situation, but it's a sales email address (on the policy schedule, next to the emergency number, starting travel.help@!!!!). She raised a complain that will take 40 days (!) for any response from them, and is unlikely to give me anything. It's worth mentioning that, the same day I sent my email to AXA, I contacted Emirate Airlines to get some guidance on re-booking the flight. I got onto a 24/7 live chat with them and within 30min I had all the information. That's what you call a customer service, and Emirates don't even deal with health/life issues like AXA.”

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Posted 7 years ago

“They stopped taking the direct debit and then cancelled my policy. And there response was I should of checked if it was coming out. Disgusting service I should check if it's coming out I'm.sure that's there job to take THERE money.”

Helpful Report

Posted 7 years ago

“AXA probably the worst insurance company in existence. I booked a hire car for my arrival in England and paid for both the rental and the insurance. The names that came up were Cartrawler, another very bad company and AXA. My insurance documents were sent to me by email in Spanish. I replied to the sender requesting they be sent again but in English, I also requested a receipt for my payments. The reply I got said that this site is only for sending emails and cannot receive them. I telephoned AXA here in Spain but no-one there could speak English. I did try to tell them that I had insurance with them but they were not interested. I strongly recommend, stay well away from both Cartrawler and AXA. It took me two days on the telephone and internet before I managed to speak to someone who could help.”

Helpful Report

Posted 7 years ago

“AXA assistance home emergency cover are possibly the most inept company i have ever had the misfortune to deal with..I have had 2 very simple jobs (a blocked sink and a gas boiler that doesn't work) i have been without heating and water for 2 weeks now. I have paid for 2 hours labour when the job took 20 minutes (still got problem). How the Halifax Building Society associate themselves with AXA home emergency cover is beyond me. I want Everyone to know how bad they are, and if offered their EMERGENCY ASSISTANCE, think twice before you use them. THEY ARE NOT FIT FOR PURPOSE...”

Helpful Report

Posted 7 years ago

“I was notified in February this year that I had been in an accident in January 2017. Wrong! I had definitely NOT been in any accident at all. It turns out it was in an area where I've never ever been. I wasn't told where this accident (or incident as they kept referring it to) had happened until the following day. AXA told me that they had contacted the other insurers who said that It 'sounded like the same car!!! Never mind confirming the correct vehicle registration number. I kept denying this claim as it definitely wasn't me but AXA asked me to send photos of my car. Therefore I sent thousands of photos from every which way but loose. I also obtained witness statements from everyone I was with at the time of the supposed incident and sent these off to AXA. Also a written statement from myself denying the incident. When I was initially told about the accident it was in an entirely different name but still my car registration. I also sent them a photo of myself as I was asked for the card part of my driving licence showing my picture. . I don't have one due to still having my original paper driving licence This makes me think it was a mix up with the reg. This notification all happened the day before my birthday and two days prior to flying to Australia. So I will never forgive AXA for a). ruining my birthday and b).ruining my holiday. As I have not heard anymore from them (not even answering the phone ) even though I was given the name and email address of the claim handler.I have asked for an apology from AXA.p as I was made to feel guilty until proven innocent. To date I have not heard anything. My renewal is due any day so I will hopefully receive that notification and they will quickly receive my reply. No way. I will never go with AXA again.”

Helpful Report

Posted 7 years ago

“Because im an mechanic, i cant insure a van. they are discriminating people because of their profession. Think twice before you choose axa insurance.”

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Posted 7 years ago

“A minor damage happened on JAN and the opposite driver committed the whole liability. As the insurer's arrangement. I sent the car to the garage. I waited 1 month without response, I called customer service and they told me they will arrange the repair and call me back in 2-3 days, I waited another 1 week, called customer service and told the garage reported there is no damage on my car!!!!!!!!! Then the customer service suggested me to send the picture to show the damage. After they receiving the pictures which shows the damages obviously, another 2-weeks waiting without response, I called the customer service and the i was told that the technician saw my pictures and there was no damage!!!!!!!!!!!!!!!!!!!!! A few days later, I received a letter told me this is a final decision and if I am not satisfied please escalate to the Financial Ombudsman Service. But actually, there is nothing about the what the decision is in the letter. Does it mean any claims will end up with nothing if you are insured by AXA? I called them again and the person said they will chase my case and no more response at all. Finally, I gave up dealing with this filthy insurer. However, today, after 4 month since the incident happened, I received a letter asking me to confirm to close my case!!! The management of AXA is a chaos and their staff are arbitrary and lack of training.”

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Posted 7 years ago

“I was fully comprehensive with protected no claims protection and legal cover. Another driver had a heart attack at the wheel and drove into me on my side of the road. The police agreed that it was absolutely not my fault but still Axa did not compensate me for my claim and stated that due to the fact that the other driver was clinically dead prior to impact that they are not liable. I'm now hugely out of pocket. The icing on the cake is the fact that they have made the claim my fault and put my insurance up despite having protected no claims. I've never been on hold for less than 45 minutes and now need to complain via the regulator. I'm not sure how they could be worse.”

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Posted 7 years ago

“Everything you don't even deserve to be an insurance company seriously have you ever heard of something called communication? I strongly disagree with yours actions you shown towards your clients! Having 2 car crashes that aren't even my fault and they are still not helping me with anything as they all tell me false information.”

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Posted 7 years ago

“I have been waiting over 6 months for AXA to sort out my claim after my car was hit by another car who's owner had failed to put on the cars handbrake. this happened in Calais last year. The owner of the vehicle admitted fault and all the drivers details were sent to AXA including their insurance, licence. name, address, photos etc. After making numerous calls and always being kept on hold unreasonable amounts of time before being fobbed off by someone who could not care less i have had no feedback for several months. AXA have contacted me today, not with any response but to advise me my renewal is due at an increased cost of 25% on last year which was also up a similar amount on the previous year. despite over forty years of no fault accident free driving. i am frustrated and disgusted and will be contacting the insurance services onbudsman to attempt to resolve what Axa can't or won't.”

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Posted 7 years ago

“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 7 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 7 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 7 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 7 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 7 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 7 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.”

Helpful Report

Posted 7 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.”

Helpful Report

Posted 7 years ago

AXA Insurance is rated 2.4 based on 1,011 reviews