AXA Insurance Reviews

Name: AXA Insurance
Rating: 2.41

2.4 Rating 1,050 Reviews

36 %

of reviewers recommend AXA Insurance

Company Reviews

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Metrics

2.4

Based on 1,050 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 22nd April 2025

Anonymous // 01/01/2019

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

“Stressful experience following what should have been a straightforward claim. Took over a year to resolve, solely due to poor communication, delays and lack of proactivity by AXA. I would not recommend them.”

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Posted 5 years ago

“dont use AXA fully comp insurance & had an accident 4 months ago calling every week for updates & expected to wait 1 1/2 hours every time. waiting this long is rediculas van in front of me stopped on a junction (so did i) & reversed 2 car lengths into me (said he was turning arround). he completely accepted responsibility at the time (recording passed onto insurance). no dammage to the van & no attempt to claim for any been 4 months now & received nothing now AXA saying they want me to pay them if i want them to persue the claim.”

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Posted 5 years ago

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

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Posted 5 years ago

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

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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.”

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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?”

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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! )”

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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”

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Posted 5 years ago

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

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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..”

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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.”

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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”

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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!”

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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.”

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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”

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Posted 5 years ago

“Axa is simply useless.”

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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.”

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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.”

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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”

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Posted 5 years ago

“Had an accident. Not my fault. Tried to call several times. Waited on hold, once for over an hour. I had to give up. Other times I was just cut off. Car still damaged and still not spoken to axa. Don't know how they can provide roadside assistance etc when you can't get through??”

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Posted 5 years ago

AXA Insurance is rated 2.4 based on 1,050 reviews