AXA Insurance Reviews

Name: AXA Insurance
Rating: 2.42

2.4 Rating 1,029 Reviews

36 %

of reviewers recommend AXA Insurance

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2.4

Based on 1,029 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 2 star review on 21st January 2025

Marvis

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

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

“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

“Excellent Car Insurance”

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Posted 2 years ago

“Car insurance - Called 3 times. 90th in the queue, 93rd in the queue, and 89th in the queue.taking up to one & a half hours to answer. Waiting for courtesy car which I never got. Want to scrap my car which I don't want. DO NOT USE THEM”

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Posted 2 years ago

“The most terrible insurance company! Travelled to Istanbul in March and had my case opened by airport staff. Reported in airport and made a small claim when i returned. AXA refused to pay-even with my evidence, and do not reply to calls or emails. Esculated to Resolver now 8 months on. DO NOT USE AXA!”

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Posted 2 years ago

“AXA reviewed my claim 3 years later and found that they had taken the wrong amount as an excess. Even though I was not asking them for the money they acted very honestly and returned the difference. A big thank-you to Louise who worked on the case and Liz who I spoke to by phone. Big company showing small firm customer care!”

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Posted 2 years ago

“I had Axa insurance in Switzerland for the household. The refuse to pay out on fire insurance for some reason (although I did not claim for this they confirmed) and Civil liability was not covered. You can only cancel at the end of the term and the company are clearly just after money and to minimize any payouts. Avoid at all costs.”

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Posted 2 years ago

“Shocking non-existent service. Company should not be operating. Phones not answered after hours of waiting when I tried to claim on Coverwise travel insurance 3 months ago after a serious accident. Now they're trying to pay me off to cancel my complaint - after a call out of the blue from their Mexico complaints team, 3 months later.”

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Posted 2 years ago

“Very good service and excellent quality service talking to good to people nice explanation respected and sorted Very comply Very nice I have like”

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Posted 2 years ago

“AXA INSURANCE IS A GREAT COMPANY PEOPLE CAN TALK TO THEM AND SOLVE THEIR PROBLEMS”

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Posted 2 years ago

“Would give 0 stars if possible. Waiting for 7 hours in hospital for insurance approval and all they can do on the phone is make excuse and lie about it being sorted asap. I pay for this insurance so expect the correct service. Completely unprofessional and will not cancel this insurance asap.”

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Posted 2 years ago

“Do not use AXA!!!!! I have emailed serval times to get my delayed baggage claim sorted out. I made the claim over a month ago and keep receiving an automated message saying they are too busy to assist me. I do not understand why I purchased insurance with them if they do not help when I need to make an insurance claim. I can not reach anyone by phone, EVER! However, it was super easy to get a hold of someone when I wanted to purchase the plan. I am so disappointed in this company. I did research before purchasing travel insurance, and they had good reviews. I guess you can not trust corporations to do their jobs anymore.”

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Posted 2 years ago

“One star isn't even worth i was involved in a car accident not my fault and my car was a total loss they received the payment from Co part and still after three weeks not paid it to my finance company despite phoning then twice you have to sit on the phone for hours to get through they haven't even made contact with the other driver so had to pay my excess and accident was nearly two months ago I do not recommend this company as I have done the work from them thier customer service are rude and don't care that this is causing added stress when the accident wasn't my fault avoid at all cost if you don't want to spend days on the phone and nothing happens despite me sending very detailed emails to them”

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Posted 2 years ago

“really bad service 1 year my vans been off the road , with no appropriate replacement , as promised. 2 garages have attempted to fix it , neither is regulated. SO beware I had my policy cancelled, in error. I have dealt with some rude complaint agents , who hung up the phone. Despite having 2 complaints upheld , i have been forced to go to the ombudsman. Avoid at all costs”

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Posted 2 years ago

“Don't bother with this insurance company. I have been waiting over nine months for my car to be repaired. Trying to get through to them is a nightmare they keep you on hold for over a hour then when you get to speak to someone they tell you one thing then pass you on to another department and you still don't get the problem sorted. I would have given them no stars the whole company is a joke don't waste your money or time on them.”

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Posted 2 years ago

“The worst customer service. I am trying to reach them over a month and still no proper reply. Definitely do not recommend this insurance company. Never again!”

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Posted 2 years ago

AXA Insurance is rated 2.4 based on 1,029 reviews