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AXA Insurance Reviews

2.4 Rating 1,108 Reviews
35 %
of reviewers recommend AXA Insurance
Company Reviews Questions Metrics
2.4
Based on 1,108 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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James
Verified Reviewer
“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!”
Helpful Report
Posted 2 years ago
Anonymous
Verified Reviewer
“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.”
Helpful Report
Posted 2 years ago
Ollie Hill
Unverified Reviewer
“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
John Carress
Unverified Reviewer
“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
David Manning
Verified Reviewer
“Excellent Car Insurance”
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Posted 2 years ago
Anonymous
Unverified Reviewer
“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
Kerrie Mills
Unverified Reviewer
“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
Mr ADM
Verified Reviewer
“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
FG
Verified Reviewer
“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
Anonymous
Unverified Reviewer
“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.”
AXA Insurance 1 star review on 26th October 2022 AXA Insurance 1 star review on 26th October 2022 AXA Insurance 1 star review on 26th October 2022 AXA Insurance 1 star review on 26th October 2022
Helpful Report
Posted 2 years ago
AMEERHAMZA FIRFIRE
Unverified Reviewer
“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
Angelo Vinci
Unverified Reviewer
“AXA INSURANCE IS A GREAT COMPANY PEOPLE CAN TALK TO THEM AND SOLVE THEIR PROBLEMS”
Helpful Report
Posted 2 years ago
Anonymous
Unverified Reviewer
“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
AnnaVittoria
Unverified Reviewer
“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
Stacey
Unverified Reviewer
“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
Ronnie McBride
Unverified Reviewer
“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”
AXA Insurance 1 star review on 4th October 2022
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Posted 2 years ago
Jayne Mack
Unverified Reviewer
“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
Renata
Verified Reviewer
“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!”
Helpful Report
Posted 2 years ago
Rafal Kontowtt
Verified Reviewer
“Szybko i prosto super”
Helpful Report
Posted 2 years ago
Amina Carr
Verified Reviewer
“Good price and straight forward.”
Helpful Report
Posted 2 years ago
AXA Insurance is rated 2.4 based on 1,108 reviews
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