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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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

“Would not even give them one star but had to to write the review worst company I have ever delt with there customer service is non existent I would strong recommend you do not insure anything with them promised calls back never happened they lost the the photos I sent & recorded the wrong information have been miss informed on several occasions about how my non fault claim was going it has only been progressing due to me having to make constant phone calls”

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Posted 5 years ago

“Very good product”

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Posted 5 years ago

“Appalling customer service. Minumum wait for claims line has been 45 minutes, two of over 90 minutes, only to be lied to blatently about actions they claim to have taken, but which leave me clueless and carless. Will never be using this company again.”

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Posted 5 years ago

“Although it means doing quite a bit of work yourself (scanning documents etc) and entering it in the claims portal remember to save all of your hire papaerwork and saving all documentation/photographs from the damage (in my case someone has hit the car whilst parked causing minimal damage) Our claim was paid in full in under 2 weeks with minimal fuss. Excellent service.”

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Posted 5 years ago

“Poor company happy to take your money but God help you if you need to use them my 20 year old son has need of a pediatric neurologist ACA have taken money from me for 3years turns out in there own words 'pity you live in Scotland there's s shortage we don't have any one to help you. If you lived in England you would have no problem' is there anyone apart from the scumbags at AXA that find that statement an exceptable thing to say to two parents worried if their son is going to survive? They then told me that they are not responsible and their only task is to put me in touch with a doctor.neefless to say I am looking into how to due this terrible company. You have been warned don't use them they are really really bad”

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Posted 5 years ago

“This is the worst company I have dealt with. It was ok for me to pay my premium each month for years (fully comp and protected NCB) but as soon as I have had an accident (that the 3rd party admitted liability within 3 weeks of the accident) there has been no contact or updates or responses to my email for a long time. They even upheld my complaint about them 3 months ago and offered me compensation for the way I was treated, never received it. I would not recommend this company to anyone”

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Posted 5 years ago

“Customer service is terrible. You will be waiting a very long time to speak to an adviser. I have made 4 calls today to speak to Rea who assured me she would be available to speak to me as I'm absolutely fed up of repeating myself to other advisors. I now have a very large hole in my kitchen that they advised me to make and can't get an adviser to help me. I am a 62 year old widow. Shame on you AxA for passing the buck, fobbing me off and telling lies.”

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Posted 5 years ago

“Abysmal travel insurance! I was stranded in Barcelona after getting all my belongings stolen that included my phone, passport, money & bank cards! I had to buy more flights, stay and get an emergency passport after 5 days of being stuck by myself. Just been told they won't cover anything at all! I canceled my own insurance to be with Monzo Plus travel insurance through AXA... They don't understand that we pay for their trust to look after us when something goes wrong. I will tell everyone actively never to go near AXA on all platforms as they don't look after their customers, but will take your money!!!”

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Posted 5 years ago

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

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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.”

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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!!!”

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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”

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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.”

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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.”

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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.”

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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.”

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Posted 5 years ago

AXA Insurance is rated 2.4 based on 1,049 reviews