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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“Really bad support..”

Helpful Report

Posted 8 years ago

“I have been on the phone for days as hit a deer on the 17th November 2016 and need to make a claim but have been put through to various departments but my claim has still not been logged. Even phoned complaints at customer service and that was an answer phone. Phoned various numbers. Has anyone got any suggestions as need my car fixed. Ombudsman said they have 8 weeks to reply so thats a waste of time. Lloyd Nembhard”

Helpful Report

Posted 8 years ago

“I would like to give them -5 stars. Wastage of time and money. I had acident and it is been 5 days they didnt attend my call. Dont go with axa”

Helpful Report

Posted 8 years ago

“I had an accident on 5th November 2016. Axa were extremely helpful from the very beginning. They kept me informed of each stage of the process including providing a courtesy car and explaining how the system worked. The only gripe I have is that on the two occasions that I telephoned them I waited 20-25 minutes before being able to speak to an Agent. This was both in respect of the initial claim call and the subsequent telephone call. Other than this they were brilliant and I would recommend them.”

Helpful Report

Posted 8 years ago

“If there was an option to give no stars I wouldn't even give one star! I had a car accident 4 days ago and despite numerous attempts to contact axa I have still not been able to. I resorted to sending emails from the first day and calling was pointlessly after listening to music for one hour the line just cuts off! My policy includes a courtesy car and I have been without a car to date. Please do yourself a favour stay away!!”

Helpful Report

Posted 8 years ago

“These people take ages with everything, their communication is very very very poor. Had an accident a week ago, still waiting to find out if my car is a write off or not, have been told both by different agents. Been asked to send them a photo of my licence for further check after they tried to put up my premium claiming I provided the wrong information on the policy (I did not), the address I've been repeatedly asked to send this to does not receive mail, although I tried sending it on 4 different occasions now, all I got in response was threats to cancel my policy if I don't comply. If you call their customer service, get comfy because you will be on hold for 40+ minutes after which it will just cut off with no reply. When they do call, they do it from a withheld number so if you have any further questions, you can't call them back. When they tell you they'll get back to you shortly, they mean maybe in a few days if you're lucky. Really not happy with this company, been a week, still don't know if I should be looking to buy a new car...............”

Helpful Report

Posted 8 years ago

“My husband had an accident he wasn't seriously hurt but his car needed to Be towed we was told they would be there within 4. Hours so we waited and waited 5 hours later called them up and the office was closed so we went home I called the next morning to ask what happened and nothing had been logged for the car to be taken and one for us to take so again waited for around 3 hours then to our horror that hadn't sorted us a courtesy car so waited on the phone for another hour to get through to be told we can have a car but would be a fiat 500 that would be fine for a person or a normal height but my husband is 6ft8 and 19stone When we said this to the person on the phone they basically said not my problem went to the garage to collect the car and the man said I'm sorry I can't give you this car as you won't fit in it which me and my husband new anyway so finally got a car that he fits in now waiting to find out weather our car is a right off week and a half later we didn't hear a thing from them and we have a holiday approaching so I called them to say about it and then they said I have to bring the car back cause I are not allowed to take it on holiday with you i finally give up arguing with these people but I do warn everyone DO NOT GO WITH THIS COMAPANY!!!”

Helpful Report

Posted 8 years ago

“Proof of no claims bonus went to AXA junk mail. Without any further correspondence, they cancelled my insurance. This left me driving at risk for several weeks. They have not accepted my evidence of their response email and have not provided any proof of trying to contact me. Do not insure with this company.”

Helpful Report

Posted 8 years ago

“Upon receipt of an email saying my NCD needs proof and notification from axa saying approx £300 would be debited from my account in 3-5 working days, it was infact taken twice the next day, AFTER proof of NCD was given. Almost £600 was taken unlawfully from my account immediately, and I am now told that I have to wait up to next Tuesday (1 week) for this to be back in my account. Not acceptable and extreme inconvenience has been caused.”

Helpful Report

Posted 8 years ago

“Had an accident Sunday, have rung the claims line 5 times, been kept on hold for an average of half an hour each time, only got through once - this was after 9pm, and was not the actual Axa claims line but a third party they employ to manage out of hours calls - these people simply take down your details to pass on to Axa who should then ring you back the next day (obviously they haven't) - this kind of makes a mockery of their website claim to have a 24 hours claims line. It is now 5 days after my accident and the company I have paid a full 12 months insurance premium to have not supported me in any way at all. Meanwhile the other party admitted liability (I am very lucky here - just think if she hadn't), informed her insurance - CHURCHILL - VERY NICE PEOPLE - on Sunday night, on Monday morning they contacted me - arranged for my car to be repaired and provided a hire car for me. My real feelings about Axa are probably not publishable however - insurance companies should be subject to some consequences of this level poor customer service.”

Helpful Report

Posted 8 years ago

“had a traders insurance with this company for several my policy went up from £1,600 to this year £8,800 after one small incident where the driver bumped the car in front we then had another incident where our driver was not at fault and several witnesses who also stated this axa said we should just admit to being at fault when I refused the case is now apparently still pending but until its settled I lose my NCB, they haven't been in touch regarding this for 11 months and as this happened in 2014 I really think it should be settled the company is a disgrace, iv just renewed my policy for £4,600 with another company.”

Helpful Report

Posted 8 years ago

“We have an ongoing car insurance claim against a third party; who is insured with AXA, our insurer has emailed, called and written to Axa on more than one occasion over the last 10 weeks, and AXA have failed to respond to any of their communications, if one insurance company can't get good service/response out of an insurance company, how is anyone else supposed to? approach with caution....”

Helpful Report

Posted 8 years ago

“Disgusting customer service won't pay back the money they took fraudulently, never trust them”

Helpful Report

Posted 8 years ago

“Home emergency cover is complete waste of time - 6 week old baby, no call - waited 48 hours. Told them emergency as have no heating and young baby at home - sounded not bothered at all at customer service, thanks for letting me down 2nd time AXA.”

Helpful Report

Posted 8 years ago

“My son took out annual multi trip worldwide travel insurance and was taken ill with life threatening illness and Axa refused to pay so he could have treatment and was left to potentially die. On their small print he had not mentioned that he had a bacterial infection within last 5 years as didn't class it as a 'CONDITION' so they refused to pay on that basis. Very misleading on web site. DO NOT USE THEM FOR TRAVEL INSURANCE.”

Helpful Report

Posted 8 years ago

“Had an awful experience with axa when trying to insure my car, they were so unhelpful and rude, would not recommend”

Helpful Report

Posted 8 years ago

“I have 2 outstanding non fault claims. One from Dec 2015 and one from May 2016. AXA have failed to resolve these claims in a timely manner resulting in significant increases in my policy this year. The claim handlers and customer services have failed to provide adequate feedback on the progress with the claims. I suspect my only option to resolve this now will be to involve the financial services ombudsman.”

Helpful Report

Posted 8 years ago

“After my last review stating that I had been overcharged a very lovely advisior rang me and with proof of orginal quote he was able to help me in getting a refund. Very pleased with the way it was dealt with a very helpful advisior even better now that I will get the refund .”

Helpful Report

Posted 8 years ago

“You cannot contact them by phone. You have to spend ages pressing 2 for this and 3 for that and then its a repeated terrible song played for over an hour before you hang up and swear a lot. I'll never use them again.”

Helpful Report

Posted 8 years ago

“Abysmal service. I have been trying to get someone in the claims department to pick up the phone for 2 days. No chance of talking to them and no replies to emails. Worst insurance service I've ever experienced.”

Helpful Report

Posted 8 years ago

AXA Insurance is rated 2.4 based on 1,011 reviews