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

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

“Been on hold for 1 hour & 33 minutes so far.”

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Posted 5 years ago

“If I could give 0 stars I would. I had to make a total loss claim and Axa made the process all the more stressful. A month on I have still not received my settlement so unable to buy a new car. I have spent countless hours on hold to the team to be told the have not received engineer reports (which they had) and that my personal injury claim was with the solicitors (which it was not). DO NOT INSURE WITH THIS COMPANY!”

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Posted 5 years ago

“We had shipping insurance through AXA. What a joke. We filed a damages claim for our vehicle, they approved the claim, and after a year still haven’t paid a cent. It’s a ripoff company. They collect premiums, and keep them. I wish someone had warned us.”

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Posted 5 years ago

“I would have gives 0 stars if possible. The waiting time on the phones are linger than an hour, plus they never know how to deal with quiries, they took my car on the 7th of october and today is the 26th of november and still i have got no idea of what they are going to do with my car, my courtesy car was taken back as well. I would never recommend this company to anyone”

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Posted 5 years ago

“Utterly appalling customer service - completely understaffed. Takes well over an hour to get through on the phone. My elderly mother in law has literally spent hours trying to claim back her excess when hit by another driver - this should be AXA's job as her insurer but she can't get through on the phone....3 months later she's still waiting. I am disgusted tbh. Next stop the Ombudsman.”

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Posted 5 years ago

“Lost my 12 year old iPod Nano and 10 year old Kindle at Prague airport. Put in a claim on my travel insurance for a couple hundred quid. They refused point blank because I hadn't kept the receipts. Bunch of rip-off merchants if you ask me. One to avoid.”

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Posted 5 years ago

“Appalling service made a claim online yesterday still no call even though 4 hour return call is promised. Now been on telephone hold for over 35 minutes. How can this company advertise they make claims easy when they clearly don't. The claim is for my 92 year old Father in Law who has had his house broken into shocked and confused and doesn't know how to take this forward.”

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Posted 5 years ago

“Still holding on phone after a hour it is the sane every Time you try to get in touch. Don't answer emails . WORST by a long way for customer service.”

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Posted 5 years ago

“Awful AXA !!! AXA our designed to not pay out & employ people to try & get out of paying out, they ignore your emails, calls & communications, saying report us or take us to court - 2 years later & AXA have still not settled my Bill's & they have accepted liability & but refuse to communicate further with me, I've had to issue legal court proceedings costing about £2,000 plus legal fees & expert reports from surveyor to Senior Loss Adjustor & Senior partner in a Law Firm to fight AXA with no guarantees, AXA told me to TAKE THEM TO COURT!! very rude & aggressive management & the person in charge said AXA refused to pay out becuse they can as this person claimed we have Unlimited Funds & Full Legal Team - Customers Never Win. Well Surprise Surprise I've taken AXA to court having spent £1,000s of pounds & I will win all experts have agreed, my claim is over £50,000.00 plus. AXA our Cheap & No most people cannot afford to spend tens of thousands of pounds fighting them in court. Whsts crazy is AXA Insurance have admitted liability, they directly threatened me & tried too bully my family & that's where AXA crossed the line to me, So they picked on the wrong person this time, I can afford the legal costs which have been large & look forward to my day in court.”

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Posted 5 years ago

“3 attempts of over 30 minutes on hold to discuss an existing claim...still no answer. I have tried email with no reply. How am I suppose to contact them. This is the worst company I have ever dealt with.”

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Posted 5 years ago

“Currently have a car insurance claim with AXA Insurance. My stationary car was hit by a third party. I took pictures and sent all of the third party's documents to AXA to resolve weeks ago. I had not heard anything since and have not been able to contact them until today despite numerous phone calls and emails. Got through to them today only to be told the third party's: insurance have not even been contacted yet. I am left with having to pay out the excess for the repairs now. Thanks AXA.”

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Posted 5 years ago

“Bloody waste of time! Never respond,waiting over 2 hours over several weeks on phone and giving up. Absolutely disgusting. No way to get in touch. They take your premiums but won’t repay a claim. If you want to lose the will to live insure with AXA. ‘HERE TO HELP ‘ what a joke!!!”

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Posted 5 years ago

“Absolute joke. Utter shambles. Blood, sweat and nearly tears to get Axa to even pick up my vehicle after an accident. Eventually they agreed to pick the car up, but only if i agreed to cover ALL costs if the claim didn't go through. (bulling tactics). Car was written off, and given a hire vehicle over the weekend, then the hire car company ring saying it need to be given back with 12 hours notice. Do they think I camp outside the hire company waiting to give the car back, I have work and other commitments. Customer service is a joke. 4 hours on hold to be cut off because it got to 8pm when they close. Also ringing another Axa number off my partners phone to have someone answer that doesn't deal with that part of my claim. On hold again currently 2 hours on my phone and 1 hour 15 mins on my partners phone. Disgusting customer service from the start. I am only writing this review as i have nothing else I can do at the moment with both phones on loud speaker, no answer, so might aswell right a review. On a tiny plus note, When I got through to someone named Claire, she was really helpful when dealing with my situation. Really professional, polite and understanding. I just hope she answers the phone again when i finally get through, IF I get through.”

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Posted 5 years ago

“1 hour 3 mins on hold to discuss an existing claim...still no answer or reply to my email of 13th October. I literally have no way of contacting them.”

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Posted 5 years ago

“The catalogue of mistakes from the start of a claim from AXA car insurance is too long to list! Needless to say that if you ever manage to get through - almost impossible unless you are prepared to sit endlessly on the phone - your complaint will only be dealt with if you are extremely lucky! They have comprehensive training in how to pacify a customer over the phone but a complete lack of training in accepting any responsibility for mistakes made and dealing with the issues successfully - broken promise after broken promise! Sole destroying AXA - someone please get a grip at the top of AXA!!!”

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Posted 5 years ago

“Useless, incompetent, impossible to contact, expect to be on hold for at least 45 minutes if you call them”

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Posted 5 years ago

“Avoid AXA Avoid insuring with AXA Easy to insure and pay them your money but almost impossible to make a claim. They do not reply to any emails and it is almost impossible to reach them on their phone lines. 4 months on since my car was stolen and still waiting for them to settle the claim. They just blame it on their valuation department and do everything they can to frustrate you to accept a lower offer from them.”

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Posted 5 years ago

“Although the claim was dealt with quite well, I could never get through to the claims line without being on hold for between 1 - 2 hours every time. This is unacceptable. I am now dealing with this on behalf of my mother who is in her 80's and also had this problem. We are both very angry. This level of service is not acceptable”

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Posted 5 years ago

“Please learn from my mistake. Having read all of the reviews; I took the 1 hour plus call waiting times, etc, etc with a pinch of salt because I am a young driver and AXA offered by far the most competitive price. How I wish I could turn back time. If I could leave a star rating below 0 I absolutely would; if you can spot an insurer with a decent trust pilot presence which granted maybe a few hundred pounds more please go to them. Don't get sucked in by the cheap price AXA offer because if you actually come to need their help you're screwed.”

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Posted 5 years ago

“Was with Axa a number of years and my first claim was August last year. Not my fault. I had a hire care for two weeks and just received solicitors letter to pay the rental company for this but should be Axa!!! Nobody answers your emails and getting through on the phone is a nighmare and impossible!! Ive been left in the air!! Very let down.”

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Posted 5 years ago

AXA Insurance is rated 2.4 based on 1,049 reviews