“I have insured stuff for use away from home. As I was not with items when they went missing the policy will not pay out. They were in a room with my colleagues, but that does not count. Very expensive company who will do there best to not help. I have never claimed once in over half a century and this is how one is treated when I need help.
Sorry AXA but I have yet to work on a way to keep everything with me 24/7 when I am out of the house.”
“WORST INSURANCE COMPANY EVER DON'T USE.
My partner was involved in straight forward non fault accident 5 months ago, and still waiting for excess to be returned. When we did eventually contact them, they said there is a dispute with 3rd party insurance company. We try every week at least twice to contact them, as we never get updated and have just been told after another 1 hour wait that they don't have enough staff and can only offer callback tomorrow, which we know won't happen. STAY AWAY FROM THESE.”
“The way in which I was dealt with was disgraceful. I had to cancel several flight/Eurostar tickets because of my husband's serious illness so claimed on my travel insurance. The Claims officer interrogated me over the illness in an extremely aggressive manner and told me that both medical certificates were 'inadequate'. When I complained to the CEO, I was told there was no case to answer - so there won't be any improvement for the future. Although the claim resulted from the same event, Axa charged the excess of 125 pounds four times (for each ticket). Having completed their form and provided many supporting docs, Axa finally sent me a very long form to complete more than 5 weeks after I submitted my claim. Their one aim throughout was to try to invalidate my claim. I would have given them no stars but this option was unavoidable - learn by my experience and avoid.”
“Been a customer for 8 years . Never claimed off any insurance policy I've held . My insurance has went from £272 to now £ 700 in the space of the past 4 years with them . RIP off sharks tbh”
“AXA is the worst company I’ve ever had the misfortune to deal with. I made a relatively small claim on 17/06/19 and due to their inefficiency it still hasn’t been settled and I have had to complain to the Financial Services Ombudsman who are investigating. It said it all when I contacted them on 06/09/19 as I have still not had anything other than an acknowledgement following a second complaint to them at the beginning of August and they said that they haven’t looked at my latest complaint as they have to deal with them in date order. Shows how many complaints they have!! If you want insurance that’s worth anything DON’T insure with AXA!”
“I am trying to contact AXA over a Claim and they do not answer the phone once you have made a seclection. Waited 30 mins now cut off.
Additionally they do not listen to what I said to them last week that is why i need to speak to them again!!!!!”
“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.”
“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.”
“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.”
“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?”
“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! )”
“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”
“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..”
“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.”
“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”
“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!”
“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.”
