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

DAVID MARTINEZ

Anonymous

Anonymous // 01/01/2019

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

“I have a very bad experice with AXA Insurance. I had a flight delay on one trip, and a theft on another. when I called and emailed them on the numbers provided on the document, no one ever picked up. not at all. I emailed a few times. No one ever replied. No one ever after I solved the problems and returned to the US, and when I tried to file the claims, they created unreasonable barriers, such as wanting me to provide evidence from the airline about why the flight was delayed, with the whole purpose of not paying. never again, and avoid all you can. they spend a lot of money in online marketing. hope you can read my experince and avoid the trap. never again.”

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Posted 1 year ago

“Stay away from these crooks. Had total loss and two months later non payment. There service is a piece of ....”

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Posted 1 year ago

“I have used Saga insurance products for years for Home, Travel and Car and always found them fantastic. Unfortunately, we had an accident in our car recently and Saga handed us over to the mercies of AXA who are the underwriters. They have been abysmal. It has taken us almost three weeks to get to the stage where the repairs can be carried out. They asked to collect the car this afternoon and I made it abundantly clear that I could not be left without a car as we are going away on holiday on Monday. The car is driveable and so we would have just about managed with it until we got back. Our policy states that we are entitled to a guaranteed replacement car. They said that it shouldn't be a problem but they could not organise the replacement car until our car was collected. Within half an hour of collection they emailed me to inform me that they were not going to provide a replacement car - even though it states guaranteed on the policy - because they don't provide cars for holiday use. They must have known that before they picked up the car and we would have asked them to wait to collect the car until our return. They have left us stranded, I am a Blue Badge holder, we are both elderly and they do not care. Disgusting service and basically downright lies.”

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Posted 1 year ago

“In May 2022, while driving down our road, a car parked on a solid white half on pavement set off causing a clip of mirrors, we pulled the lady driver in & told her off, she said "RIGHT" & drove, without exchanging details. There was no damage so we forgot all about it. One month later we were contacted by a man from AXA claims, asking if there was any damage to our car, we said no, no damage to either car, he said, ok, I'll close this claim. Two days later we got a letter & claim form, phoned AXA claims & spoke to another man who said, It went out before Michael closed it down. I said do we need to do anything, he said no, bin the letter & claim form & forget all about it. We did. 12 months later we got bombarded with emails & text messages from AXA data team threatening to invalidate our insurance unless we accepted a fault claim on our forms. We tried for two days to get through to claims team, then half a day before getting through to help team to ask how to resolve this, the lady said you'll have to put a fault claim on both your forms, I wasn't going to do this so told her to do it, she did, charged me £28 saying you will get the money back when it's all sorted. Then a few weeks later my wife got her renewal with a fault claim against her with an increase of £120. No mention of it being sorted & all gone quiet now they've scammed us for £148.”

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Posted 1 year ago

“Disgusting company,, nearly 2 years and claim not resolved !!!!!”

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Posted 1 year ago

“NOT RECOMMEND  Paid for two services one to change the address( 7 months ago)another one to change the registration number, both was paid and the system still with the old information  Still wait 3 weeks for the certificate disc, don’t know how many times waste on the phone”

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Posted 1 year ago

“Worst insurance provider I’ve ever dealt with. Took over two years to pay out on a claim for my vehicle being written off. Had to call at least 30 times and was told not to call back as it was being handled. Strongly recommend avoiding them.”

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Posted 1 year ago

“An axa driver hit into the rear of me took over 5 months to deal with the claim and pay me out for the total loss. Additionally, have not provided me with any correspondence suggesting the claim is settled and im not at fault leaving me with ridiculous premium. They take hours to answer the phone and when I have got through nobody has been able to help.”

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Posted 1 year ago

“The irony. AXA home insurance is very strict on fraudulent claims however AXA themselves are fraudulent and miss sell insurance. Last year AXA announced an increase in gross revenues £67.53 billion!! because they don’t pay out regardless of what they tell you, what you think your buying your not. They cheated us on a genuine and honest claim, AXA acknowledged our home insurance policy covers our problem (sewage treatment) sent out an independent engineer who had an agenda from the start - when taking our information over the phone the engineer was already telling us we were not covered before any inspections were done. So many issues that are normal, everyday and honest the engineer said are not. The engineering company is employed by AXA to give a report, very unfair and bias to clear AXA of their responsibilities - obvious really. Very stressful to be cheated. You’ve been warned but do your research and you’ll see so many reviews like this.”

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Posted 1 year ago

“Simply put ..seriously.... stay well clear..dismal customer service in every respect....I'm not even going to try and explain....JUST TRUST ME”

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Posted 1 year ago

“I have had insurance with axa for years, however we decided to buy a new car. the car we bought then fell through so we had to reinstate our existing car. AXA then wanted more money (a lot more) to do insurance for car that they had insured for years, also they are quick to cancel but with respect to helping to reinstate totally useless. My advice STAY WELL CLEAR they only want the money and very poor customer service - totally unprofessional and useless”

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Posted 1 year ago

“I recently had the misfortune of relying on AXA Travel Insurance for a trip, and my experience with their services has been nothing short of abysmal. I strongly advise against choosing AXA Travel Insurance for your travel needs due to their unreliability, sluggishness, ineptitude, and overall uselessness. First, their investigation process is a never-ending saga that seems designed to test one's patience. When I had to file a claim, I expected a timely and efficient resolution. However, AXA proved to be anything but efficient. The process has dragged on (and on) for an unreasonable amount of time, causing me unnecessary stress and anxiety. Their total disregard for customer needs was simply disheartening. The contact from AXA throughout the investigation was beyond frustrating. I constantly found myself waiting for updates, only to receive minimal information, a request for more details that could have been requested since the beginning of the process, or no response at all. It felt like I was being left in the dark, uncertain of the progress or outcome of my claim. In the end, dealing with AXA Travel Insurance has proven to be a hassle that is not worth the time, effort, or money. Their slow and unreliable service and ineptitude and lack of communication have left me feeling frustrated and disappointed. I had expected a reliable and reputable insurance provider, but I got an agonizing experience that I would never want anyone else to go through. I cannot stress enough how strongly I discourage anyone from them, just save yourself the headache and find a more reputable insurance provider that values your time and well-being.”

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Posted 1 year ago

“6 reasons I won't use AXA again: Mind numbingly dull, yet excruciating, AXA’s on hold music is by far the worst I have ever heard. I recently made a straight forward car insurance claim and so far there has been: 11 phone calls. 7 unanswered emails. 5 texts, letters and emails from AXA containing false information. 3 times AXA promised to make the payment within 24 hours, but did not. 25 days since the accident and still I haven't received any payment. And that music, AXA, please, please make it stop.”

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Posted 1 year ago

“AXA is either totally incompetent or they are scammers. Initially, they were quick to confirm that the event would be covered. However, upon receiving medical documentation, they started making excuses. After confronting them about it and translating some of the documents (since they apparently cannot read) they stopped replying altogether. It's been 2 weeks since the last email from them and they still haven't given any clear reply regarding why they are trying to reject the claim. Avoid them at all costs unless you want to spend a month on calls and writing emails without any response. In unlikely case they want to contact me: event # is 7123585018.”

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Posted 1 year ago

“I am saddened to read all these reviews about ABTA and AXA..as of May-23 on trust pilot it has a growing talley of 90-93% of people rating them 1 star. Shocking! You'd think a well known insurance company such as ABTA who passes you onto AXA (also well known) would have their clients interest at heart. They are from the same company as their telephones numbers are exactly the same apart from the last digit. So you feel like you're dealing with a different company but you aren't. We paid nearly £100 for our travel policy. The morning of our flight, my backpack got stolen and we couldn't go on our trip. It ripped us apart, as I had saved for a year for something that was so expensive to do a surprise trip for my husbands 40th, and we'd also been having such bad luck recently that we couldn't wait to get away. It was planned meticulously to then be snatched away from us and the stress of having something stolen. I now have the stress hanging over me from this insurance company! Who don't give a damn about anything apart from avoiding to pay out for claims and create constant delay tactics. It's absolutely soul destroying. We sent everything in but they never acknowledge anything, then when you call they say they've only receive bits and pieces. Their internal communication is shocking, and no one ever gets back to you. The mental strain this company puts on people during a time of stress is absolutely disgusting! I am within the terms of being able to claim for our trip and stolen bag. There is literally no reason for them to find an excuse to not pay this out, they just pass you from one person to the next and get you to call back at different points just to get you off the phone.”

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Posted 1 year ago

“Been waiting for over 500 pounds since April (almost A YEAR go). Customer service is terrible, it's impossible to speak to someone over the phone. It's only easy when you book (cause of course you are paying). I do not recommend this at all!”

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Posted 2 years ago

“Warning do NOT use AXA for car insurance. I am a customer, have raised a claim and 3 months later am still waiting for them to instruct the garage to proceed with the repair because it is sitting in the queue to be reviewed. Every time I phone them to chase it takes 45 mins to 1h 20 mins waiting on hold. They have never in 3 months replied to an email (except auto holding email replies). Their web portal incorrectly says the garage is fixing the car when the garage has not heard back from them. It is an unmitigated disaster and clear from the way they behave this is not a one off. Avoid at all costs!”

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Posted 2 years ago

“Dont use this insurance they are the worst ever. Sadly they are very big and had to deal with them a few times and they have the worst customer services I have ever experience. It can take years for them to deal with a claim and do everything to not pay until you take them to Ombudsman !!! AVOID AVOID at all costs.”

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Posted 2 years ago

“How this company has a 5 star defaqto rating is beyond me. I had to make a claim earlier in the year for a damaged headlight, after someone had reversed into my car and left without leaving any details. I contacted the claims team and they were useless. I was given incorrect information on more than one occasion and sent on a wild goose-chase to "vision" which is their approved company for booking your car into a garage for repairs. I told the claims team I wanted my car to be repaired at Southampton Audi as that is where my car was currently situated having its MOT. I was told by vision the nearest garage who could carry out my repairs was 25 miles further away in Salisbury! I pleaded with Vision that this was an enormous inconvenience, but they said that is all they could offer. More hours were then wasted contacting garages in Salisbury and getting absolutely nowhere as they could not carry out the repairs within a reasonable time frame. Due to the headlight damage my car had failed its MOT, so the repairs had to be carried out ASAP hence why I wished my car to be repaired at Southampton Audi where the car was situated at the time. I then gave up and called the AXA helpline number and was told that my car could be repaired at a garage of my choice all along! I also queried that the no claims team had said I would be classed as at fault in this instance and would be losing 10 years off my no claims! The call handler said this would not be the case and that it was essentially a hit and run I would not be classed as at fault and only lose 2 years no claims. This turned out to be further miss information and I have been classed as at fault! Axa need to seriously re-train their staff as the experience of making a claim was absolutely horrendous. I literally lost an entire day making endless phone calls going round in circles when I should have been given the correct information and guidance from the claims team at the first point of call. I am now trying to raise a complaint about this experience and being lied to, but trying to raise a complaint is almost impossible with AXA, as I think they simply do not care about me as a customer. Incredibly disappointing and frustrating experience from a so called 5 star insurer.”

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Posted 2 years ago

“Axa Car Insurance are a thoroughly unpleasant company. Their insured hit our property over three months ago. We have sent everything they AXA have requested however they do not reply to any e-mails and if you try to call it is normal over 90 in a queue and over an 1 hour to 2 hours on hold. They are not fit for purpose and without doubt the worst company I have ever dealt with. We have now removed all our commercial insurance from them as a result of this issue. If you value your sanity do not use AXA.”

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Posted 2 years ago

AXA Insurance is rated 2.4 based on 1,049 reviews