“Everything was fine until something went wrong. I got into an incident that wasn't my fault and all the way through the claim AXA's customer service proved to be absolutely dreadful. I can't count the amount of times I have had to chase them up because I have gone weeks without an answer to a question I asked. At one point I did their job for them by contacting the third party insurers to get them to take action against the claim, what was I paying them for?
The claim is still going on and I've just sent yet another chase up email (phoning them costs a lot of money with the ludicrously long hold times), because they ignored an email I sent 3 weeks a go.
My policy runs out soon and I absolutely will not be renewing with them. Do yourself a favour, don't get sucked in by the lovely marketing, if anything happens you will feel like you're on your own.”
“Im not allowed to give zero points since AXA refused to pay me total loss of my car. First they tried to pay me half the money what the car is worth then they said they not going to pay because the car is modified ps couple plastic badges. I have contacted the financial ombudsman they asked me to check log book and sure enough log book says standard and they still not paying me. AXA redefining standard by not paying. What a joke”
“Paid for fully comprehensive insurance plus legal protection, got zero help from them when I had someone clip my car and drive off even though I had the vehicle details. After nine months of emails and hours on hold I've given up hope of them assisting me and I'll have to resort to the ombudsman. Not a good experience.”
“I was hit by a car by a motorist whilst I cycled to work. The car driver was insured by AXA.
They have been persistently slow with their handling of my claim, to the point where they simply ignore my email exchanges.
I received an 'out of office' reply, notifying me that the person handling my claim was going to be on holiday for nearly 2 weeks and that he would 'not be forwarding the email'!!
I am appalled by the customer service and have had 2 phone conversations with aggressive and disinterested staff.
Do not buy insurance with AXA.”
“TERRIBLE COMPANY,
A CAR HIT MINE AND OTHER DRIVER 100% AT FAULT AND ADMITTED IT.
AXA NEVER GET BACK TO E MAILS AND CALLS AND COMMUNICATION
IS THE WORST I`VE EVER COME ACROSS.TERRIBLE CUSTOMER SERVICE.
IF YOU ARE HAPPY THEN THIS MUST BE BECAUSE YOU'VE NOT BEEN INVOLVED WITH THEIR CLAIMS DEPT.WILL NEVER USE THEM AGAIN”
“While most people here are rating their service for buying sa policy they should wait to see what happens if they have an accident. Then they will discover just how poor the AXA service is. You won't get your excess back as they like to keep this. They will not determine thrid party liability. You probably won't have any legal cover and it will be unlikely that you get a hire car. They might be cheaper sometimes but that is because the policy is worthless.”
“Worse than awful. Household insurance pointless as accidental damage not included and this was not made clear when policy taken out. Unhelpful staff and surveyors. AVOID AT ALL COSTS. Very disappointed.”
“I never claimed 15 years .recently motorbike hit my bumper now over 3 months they did not received any reply from other party insurance. They have kept my excess. they not repairing my damaged wheel. they recommended impact bodyshop they stole my parcel shelf also they damaged body paint and rear seat my car looks 15 years older.”
“I believe that Axa has failed to deliver a remotely appropriate standard of service in managing an accident claim and after many months of trying to get an acceptable remedy, I have elected to take my case to the Ombudsman. Even whilst I am doing this Axa still persist in service failures. They cannot even get the Ombudsman's e-mail address correct in their glossy leaflet "A guide to our complaint procedure" - a small point but indicative of their dismissal of detail. Moreover within the last few days Axa have breached one of the stipulations imposed upon organisations dealing with the Financial Ombudsman. I have drawn the breach to the attention of FOS and to Axa. I have neither the time nor the patience to continue with this insurer and I've taken the business elsewhere.”
“I took out car insurance with Axa but forgot to mention that my named driver had made a small claim on her own car policy for bumping into our gate post.
I then had to update the policy to add this info and was charged a further £137. I did look into removing her as a named driver but that would have added an additional £75 premium. Just another example of insurance company gotchas.”
“Totally useless, abrupt people on the telephone who are very rude and have the attitude that nothing is down to them to resolve and if they can pass it to someone else or if it's not their fault then the quicker they can pass you off to someone else or blame someone else the better. Unwilling to help. Useless. I would definitely advise against using axa.”
“Still waiting to be paid out 2 months after a straight forward accident with one of their members. The members car has been repaired but mine still await some money. most distgusting company I have come across.”
“Worst car insurance companies ever!!! When you have car accidental, they process your claim very slow, and they did not try to deference your right for the responsibility according to your evidence, and they don't trust my quote and try to blame your driving skills. They also send your car to the low-cost car repairing! E-mail them and they don't really care and never repay!
Avoid this insurance company!! Otherwise, will pay high price!”
