AXA Insurance Reviews

Name: AXA Insurance
Rating: 2.38

2.4 Rating 1,138 Reviews

36 %

of reviewers recommend AXA Insurance

Company Reviews

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2.4

Based on 1,138 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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Anonymous

Anonymous // 01/01/2019

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“Don't use axa they don't payout on claims this is when you find out if you have a good company”

Helpful Report

Posted 5 years ago

“Jason AXA's Abysmal handling and customer services. AXA my home insurer recommended and made an appointment for a drainage company (Lanes For Drains) to visit my property on the 21st of May to fix a partially blocked bath. Upon calling AXA, I was told that I had an Home Emergency Cover Extra Policy, so as such there was No excess to pay, I was cover up to £1000 and this did not affect my NO CLAIMS BONUS. Engineer upon arrival put snake machine down bath waste making a whole in the waste beneath the bath and proceeded to fill the bath to ensure blockage had gone. I coincidentally went downstairs to get a glass of water. Upon open my Living room door on the way to my kitchen, I found water coming through my ceiling in several locations, causing damage to ceiling, wooden floor below, blinds and a floor lamp.A result of the engineer filling the bath and making a whole in the bath waste, all the water coming through my ceiling and get in to my electrics I Took videos and photos of the damage caused and the engineer who caused damage helping me to stem the flow of water. To be followed the next day by engineer denying he had caused any damage in my house Further damage 3 days later caused in removing tiles to get access to the waste. Before removal, Area manager for drainage company attend giving me his direct number via business card and word, ensuring me that any damage done would be fixed and repaired back to original state. (It was later found by a further engineer who changed the waste beneath the bath, that the blockage was caused by a build up of debris in the soil stack, not the pipes beneath the bath as all were brand new and replaced when I recently installed a new bathroom less than year ago. 3 Months later after supplying AXA and the drainage company with videos and pictures from the damage done, neither AXA or the drainage company have taken any responsibility for damage to my recently refurbished house and are deeming me liable for cause and refused to pay for the damage to both bathroom and living room, none of which was present before engineer arriving on the 21st of May 2019 AXA have shown zero understanding, empathy or taken any responsibility for what has taken place and offered a deplorable £300 to fix all damages, after asking me to get several quotes for the repairs, which I supplied ranging from £4000-£4500 I find this to totally disrespectful and unconscionable on their part to treat customers this way and to take no accountability I have been paying and had home insurance for the past 20 plus years and never once claimed, so to be treated like this when I asked for help I find despicable. As a result of this, I will be cancelling my policy and will NEVER spend money, recommend with or do business with AXA again.”

Helpful Report

Posted 5 years ago

“Jason mitchell AXA's Abysmal handling and customer services AXA my home insurer recommended and made an appointment for a drainage company (Lanes For Drains) to visit my property on the 21st of May to fix a partially blocked bath. Upon calling AXA, I was told that I had an Home Emergency Cover Extra Policy, so as such there was No excess to pay, I was cover up to £1000 and this did not affect my NO CLAIMS BONUS. Engineer upon arrival put snake machine down bath waste making a whole in the waste beneath the bath and proceeded to fill the bath to ensure blockage had gone. I coincidentally went downstairs to get a glass of water. Upon open my Living room door on the way to my kitchen, I found water coming through my ceiling in several locations, causing damage to ceiling, wooden floor below, blinds and a floor lamp.A result of the engineer filling the bath and making a whole in the bath waste, all the water coming through my ceiling and get in to my electrics I Took videos and photos of the damage caused and the engineer who caused damage helping me to stem the flow of water. To be followed the next day by engineer denying he had caused any damage in my house Further damage 3 days later caused in removing tiles to get access to the waste. Before removal, Area manager for drainage company attend giving me his direct number via business card and word, ensuring me that any damage done would be fixed and repaired back to original state. (It was later found by a further engineer who changed the waste beneath the bath, that the blockage was caused by a build up of debris in the soil stack, not the pipes beneath the bath as all were brand new and replaced when I recently installed a new bathroom less than year ago. 3 Months later after supplying AXA and the drainage company with videos and pictures from the damage done, neither AXA or the drainage company have taken any responsibility for damage to my recently refurbished house and are deeming me liable for cause and refused to pay for the damage to both bathroom and living room, none of which was present before engineer arriving on the 21st of May 2019 AXA have shown zero understanding, empathy or taken any responsibility for what has taken place and offered a deplorable £300 to fix all damages, after asking me to get several quotes for the repairs, which I supplied ranging from £4000-£4500 I find this to totally disrespectful and unconscionable on their part to treat customers this way and to take no accountability I have been paying and had home insurance for the past 20 plus years and never once claimed, so to be treated like this when I asked for help I find despicable. As a result of this, I will be cancelling my policy and will NEVER spend money, recommend with or do business with AXA again.”

Helpful Report

Posted 5 years ago

“Very bad communication and delay 👎🏿👎🏿👎🏿👎🏿👎🏿👎🏿👎🏿👎🏿👎🏿😡😡😡😡😡😡😡😡😡😡”

Helpful Report

Posted 5 years ago

“DO NOT USE!!!i am a tenant and my landlord has insurance with this company!! 4 months ago i had a leak in kitchen and they sent out iss who were exceptionally good and stripped the walls and floors back and provided drying equipment advising it could take 6 weeks to dry. Nothing i could do really it needed to be done so my kitchen was a building site back to floorboards and brick.6 weeks later the kitchen was dry and spent weeks waiting for someone to get in touch... A guy finally came said "yes we are willing to pay whats been quoted and you need alternative accommodation for you and your children while we get it done i have all the info i need and will get back to you in the next week....." NEVER HEARD FROM HIM AGAIN! After alot of chasing up a few weeks later a lady comes out to design a new kitchen... then never heard of again!!! Then few weeks later the insurance decides they are not willing to pay out all the insurance as they have decided the house is worth 40 k more more than it actually is!!! I am still waiting for payout, new kitchen, any news?? Also waiting for a refund on my electric for 6 weeks worth of drying equipment and alls they say is ask your landlord even though she has been paid no money or had no figures sent to her. Its school holidays and i am in my 5 th month of no kitchen. Got 2 kids that cant have mates round, cant cook properly no news of new kitchen. i have been promised time and time again over last 4 months and nothing has been delivered.”

Helpful Report

Posted 5 years ago

“Accident 3 months ago, car still not returned. Over 30 calls to them and none answered also emails are ignored. You’d think they’d at least keep in contact and update you but NO! Kept on hold for over 30 minutes each time without talking to an actual person Do NOT use them, worst insurance company ever. I will definitely NOT be renewing my policy. How did they get an award?”

Helpful Report

Posted 5 years ago

“Shocking Company DO NOT USE AXA!! Worst company i have ever had to use. Waited for a recovery for over 9 hours on the hottest day of the year. 40c heat. Was told 1 to 2 hours and we phoned and phoned only after 4 hours was told it got canceled and they had to start the process over again. We ended up having to pay a different recovery company to recover us at extra costs. They couldn't give any information over the phone just saying someone would phone us back ( no one did! )”

Helpful Report

Posted 5 years ago

“Me and my family watched someone ram our car repeatedly from our window. Axa blames me for this for 8 months. Wasn’t until my new insurance company found that Axa had put a 3900 pounds onto national data base as a fault in my name. I rang them and coincidentally they changed it straight away after 9 months of blaming me. I have been chasing them for two weeks every day for my excess back and they just lie to me on phone say they will email and don’t ..they now saying oh we have put your excess onto bank on Monday it’s thursday now and still no money gone in.. Really worried that Axa are doing illegal things ... they need stopping ASAP. PLEASE DO NOT GO WITH AXA FOR ANYTHING YOU MAY WELL SUFFER LIKE WE HAVE FOR 10 months”

Helpful Report

Posted 5 years ago

“They sorted my insurance out just like that actually quoted me over half what my renewal was i was so pleased everyone should give comfused.com a call and see what they can do for you !”

Helpful Report

Posted 5 years ago

“Awful service. Never return calls even when they say they will. This has happened 3 times now. Leaving them.”

Helpful Report

Posted 5 years ago

“Absolutely impossible to speak to anyone at Axa regarding a car claim...On hold for an hour an time..I just give up...Cancelling my policy asap...Annoying cos the recorded info while holding says how brilliant they are!!!...Don't bother taking out insurance..You can't claim if you have an accident..”

Helpful Report

Posted 5 years ago

“I have my car insured with AXA. It took me two weeks to finally get through to someone to report an accident. The person on the line made a mistake with the inputting and then said the systems were down and a 'higher power' would call me back. That didn't happen. I called a different department today who put me through to someone who tried to forward me to another department. I have actually spent over three hours waiting on my phone so far. I think AXA must be having some problems because if you call either of their complaints lines they don't even pick up.”

Helpful Report

Posted 5 years ago

“I have been trying for 5 days to register a new car insurance claim. I still cannot get somebody to answer my call. I even tried facebook and a lady called Hannah said she would get AXA to call me back, obviously no call. How does anybody get trough to AXA to make a claim. This has to be worse customer service I have ever experience. Will definitely not be using AXA Again”

Helpful Report

Posted 5 years ago

“Just down right criminal, insurance inst worth the paper its written on genuine claim refused as they have the opinion in its historical damage, that was after the other dozen or so reasons they and their so called experts at BVS (who aren't even qualified!) Had been rubbished. Taking them to the ombusdman, not holding my breath though!”

Helpful Report

Posted 5 years ago

“My home & contents insurance are with AXA and have been for years. I'd never made a claim until my mobile phone was stolen out of my hand 22 days ago on the street. I immediately reported the theft to the police, my mobile network and AXA. From that point on it was a disaster. AXA insisted on having a phone call with me to progress the claim - even though it was my *phone* that has been stolen. When I finally got a replacement SIM and a borrowed phone to ring them with, I assumed it would be smooth sailing. I was wrong. Apparently having the crime reference number and IMEI weren't enough. If the mobile carrier doesn't block the phone, then AXA won't speak to you and won't progress the claim. Except my phone wasn't from the carrier and they won't block it without a letter that I don't have. It's been 22 days going in circles and has become very clear that AXA's process is designed to make it difficult to complete a claim. Now that they've decided I made a complaint (which I hadn't), they've even given themselves 40 days to reply. Still no phone. It's insane. Go elsewhere for trustworthy service. Or, really, service at all.”

Helpful Report

Posted 5 years ago

“Terrible service and call time! Was rudely told that the claims department have a waiting time of up to 2 hours if I was happy to hold on. Absolutely useless”

Helpful Report

Posted 5 years ago

“Axa is simply useless.”

Helpful Report

Posted 5 years ago

“Thieves, complete thieves. I was charged the full amount for cancelling a car hire policy through a third party. They allowed me to cancel, but kept all the money. Therefore making 100% profit without providing any service. An honestly ran company would warn customers before letting them cancel that they would not get their money back! What is the point of having the facility to cancel if you are losing the entire payment? You may as well let the policy stand. Smug and arrogant customer service staff, they almost sound happy to have caught you out with their small print and swindled you of your money. Do not use.”

Helpful Report

Posted 5 years ago

“Absolute rip off.might as well burn your money.I had comprehensive insurance,my car was stolen and minor.damage was done to another vehicle in the process.For this i lost my no claims.But if id have been driving o wouldve kept them?Disgusting service?This is aomey making racket and i shall persue these con artists using the budsman. Ilthey are running amoney making racket. Hate these theives.”

Helpful Report

Posted 5 years ago

“Had a minor accident in my van and ended up with third party claiming nearly £5000 in this scam staff totally unhelpful and when I had final letter of accident they couldn't even get that right I did email back but to no reply I won't be using this company for any of my insurance needs again”

Helpful Report

Posted 5 years ago

AXA Insurance is rated 2.4 based on 1,138 reviews