“Simply the most awful, soul destroying, outright painful experience I have ever had the displeasure of enduring. Shockingly terrible service, hidden charges left right and center and a policy agreement I wish I had never ventured into. I cannot stress enough how you SHOULD NOT GO WITH AXA! I am begging you, for your own sanity.
When I was injured in a non fault car accident because someone went into the back of me - AXA were nothing short of useless. I called, claimed, car was collected by a tow service AXA sent to me - so far, fine. 3 days later, my car is AWOL.. I call AXA RELENTLESSLY - they have NO idea where my car is. They insist someone is coming to my home address to value the car to determine if it's a write off, but the car wasn't at my house, they had it towed and it hadn't arrived at the garage I was TOLD it would arrive at, and they are none the wiser as to where it is. After hours and DAYS of my time wasted tracking it down, I am told it's written off.
Now the single most infuriating thing with this experience? The utterly ridiculous holding process. Each time myself or my mum rang (we did this so we could call at all different times of day) we were kept on hold for exactly 20 minutes each time before someone answered (with the same ONE song on loop, which is enough to send the most calm person INSANE). When we confronted them with this and that it is clear they are watching our call sit there for 20 minutes before answering, they had no response, and didn't even try to defend themselves.
This is just one of the awful experiences I have had during my policy with AXA, but all center around genuinely TERRIBLE service, like so bad my mind honestly boggles. My claim above had about 6 different people dealing with it - Sue rang me after I had been told by Sam to e-mail Bill, then Bill called me because of my phone call with Sally, who called me before Sue did, but Sally didn't update Sue, so Bob rang me instead. Sound ridiculous? Yes, well this is an unbelievably accurate account of my experience with AXA.
If you want to have endless unanswered e-mails and to be sent crazy listening to the same hold song for 20 minutes each time you try and call, then AXA are the ones for you!”
“I recently changed my car .exactly the same model just *9 months newer.it went up 80 pound I asked why they could not provide me with a answer .so I sent a email to find out still awaiting your reply from 3 months ago”
“Beware those with elderly parents. My stepfather of 92 ended his life paying circa £8000 a year for AXA health insurance and as far as I am aware he and my mother had not used in the 21 years they were married. Unfortunately at the end of his days when he needed it he didn't even know how to use it due to the onset of dementia. In 3 more years AXA would have drained him if all his savings and still he was too proud to speak of it although by this stage he was not aware. Now my mother cannot afford the cataract operation she needs and AXA will not pay out unless she continues with subscriptions she can now ill afford due to the above-mentioned. However to be fair AXA did pay his daily rate for the 2 weeks he was dying in an NHS bed.”
“i found it very easy to take out my policy with axa the person i spoke to was very helpfull and guided me through what i needed to do . He was able to answer my questions i would recommend axa to anyone.”
“I'm insured fully com and a car hit my rear bumper out side of my house . The claim is taking so long to be dealt with and it feels like it only move forward if I phone up to complain . Never again will I deal with them and they only got 1 star cause I couldn't give lower”
“Over all a basic customer service. When I moved I changed may address as law states but my insurance when up at the property even tho my partners went down. I wasn't happy in the way it was explained to me”
“Had to make a claim after returning to my vehicle to find another car hold rolled down a hill into it. Despite providing all the required information, including contact info for owner of the other car the claim is still nowhere months later. Awful communication from AXA who failed to make contact at any point, including when they outsourced the claim to another company. In the end I have cancelled the claim, paid for repairs myself and moved insurers. I will never use axa again.”
“was easy to renew my policy but I had to ask for proof of renewal which is going to be sent through the post but I have not got it yet.i would have preferred new documents to prove my renewal.”
