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

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“Awful customer service! On hold for between 1 hour and 1.5 hours every time and never successfully got through to anyone.”

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Posted 5 years ago

“Terrible experience with AXA. Someone went into the back of me two months ago and since making my claim they have not tried to contact me once. They expect you to do all the work for the claim it seems and you spend hours upon hours trying to chase them to do their job. Each phone call you make, you are on hold for a MINIMUM of 50 minutes. I have waited up to 2 hours 10 minutes just to talk to the right person. No one knows how to use the new portal they have or the fact it even exists. I would strongly recommend anyone thinking about AXA going elsewhere.”

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Posted 5 years ago

“Where Do I start? Someone went into the back of at me a round about and wrote my car off. Since then AXA has continuously messed up from taking my courtesy away from me a week early then after realising my policy says I have 2 weeks they gave it back, didn't help at the time because of my other half and son being in hoslital 25 miles away. Second time they asked if I wanted my pay out by cheque or bank transfer, after requesting bank transfer I get a phonecall from my old landlord saying a cheque has been delivered to my old address which I changed 3 months prior! Third time they took my excess off me when from the start of the claim they knew the 3rd party insurer admitted full responsibility and happily paid out. I had to phone and after realising they messed up I had to wait a week for my excess money. Fourth time I needed my proof of no claims, I phoned and asked what was the outcome as the other party admitted responsibility and paid out and I got told I lost all my no claims... After explaining to the person on the phone AXA's policy of not at fault and as long as the other insurer pays out my no claims doesnt get touched.. AGAIN they realised their mistake and sent me proof. Now I'm currently over a hour and a half on hold to AXA as my new insurer has tried to double my quote because AXA have not closed the claim case, if you want my advice please stay the hell away!”

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Posted 5 years ago

“Having the exact same problem as everyone else. The phone line is an absolute joke, sitting here on hold for hours. Impossible to get in contact with! Highly recommend you don’t go with Axa when getting insurance!!!”

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Posted 5 years ago

“AXA travel insurance are the most unsimperthetic company ever. My Mum died and had booked a holiday and AXA have behaved in a way that words cannot explain. They are trying everything they can to not payout and as a gift of generosity they sent a cheap boxed hamper to my Dad containing a broken cup. Avoid using this company, they are awful.”

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Posted 5 years ago

“It would be a zero if there was a 0 star Car not repaired satisfactory Zero response At least 3 and a half hours on 2 phones still no response and now lines are closed rah !! Defo would not recommend the after car Now left with no car as taking back the courtesy car. Steer clear”

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Posted 5 years ago

“This is a terrible company, no company has ever made me take time out to state how poor and pathetic they are. 1 hour call waiting time. SERIOUSLY!!! and for the advisor to stupidly accidently drop the call when I got through ...MY GOD!!!”

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Posted 5 years ago

“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

AXA Insurance is rated 2.4 based on 1,011 reviews