“extremely poor customer service. No one to answer phone lines on hold well over an hour. Never reply to emails. all together better off using someone else. DO NOT USE AXA”
“Axa customer treated appallingly
After many years with SAGA.
I experienced a incident last year where a van caused a crash for cash incident.
No damage to me but presented a many thousand claim. And despite my first reporting to Police and fully detailing matter to AXA & their agent SAGA. Providing police report and all letters to & from, and also to the insurers AXA Insurance LTD (SAGA are only agents they don't insure you) they increased my insurance by over 50% (£100) and reduced my NCB this despite it being totally claim free & 11years protected. Which I paid extra to protect NCB.
Now left saga and they have left the penalty to file.
Although I never made any claim on the policy, they still increased.and marked NCB file.
.
Beware when insuring with Axa & saga !!!
they will accept any claim against you no matter how the evidence is presented to show the claim is fraudulent & dubious. and one way or another get reimbursement from you.
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.Avoid SAGA and AXA Insurance.
.
I bet they won't publish this review.”
“Dreadful company that doesn't deliver customer service, long queues to get through to inexperienced advisors. Promise to phone back but never do. STAY AWAY FROM AXA”
“Charged me £114.14 just to remove a named driver from my policy. I changed it online so they had nothing to do but then they hold you to ransom and extort money from you. They even said with making the change online I wouldn't be charged an admin fee so I'm at odds to know how they rip people off for so much. The banks were punished for robbing customers it should be the same on thieving companies like AXA”
“I had an accident, where a car drove into my car from behind hitting my rear passenger side. I called the claim line but since it was a Sunday, it was an out of office. Spent 45 minutes on the phone explaining what happened. After everything, she told me someone will call me from AXA. After no one got back to me I called them during working hours who mentioned no one has sent anything through to them. Instead, they asked for all the details again. But what is frustrating is that I had to wait for 25 minutes before someone picked up.
When the driver hit me, they took full responsibility, but my insurance says this is not the case and their system says this is a split. I called the driver back and he confirmed he was at fault, so I called AXA back and after waiting for 40 minutes nobody picked up and because I was at work I had to hang up.
This is not a friendly company at all, their claim line is atrocious and their staff are not as helpful.
I am so angry by the way they are treating me, I just don't want anyone else going this experience. Don't go with AXA, they are terrible.”
“I have been waiting for a refund of €1,300 for 28 days now, very bad customer service and misleading information regarding the return of the money. I asked numerous times if I could call into the office to get the refund back on my card to which they would not allow - saying it had to go by cheque in the post. Meanwhile I went on holidays for 2 weeks and still no cheque. I contacted them to see what was going on and I was told that I had to call into the office with my card. I called in 5 days later (their weekday opening hours 9-5 don't suit me as I work full time) and 4 days later, the money still is not back on my card. Completely unacceptable and I will never be dealing with them again - a nightmare !!”
“Easily the worst insurance company I have ever dealt with. Rang them an hour after an accident and made a claim. We were told we'd be contacted within 24 hours. Heard nothing after 3 days so rang them again to find they had no record of the claim , so had to go through the whole process again. They are insisting the car is a total loss yet the assessor at the auto body shop said it was repairable! What they are offering as settlement is not far short of robbery. Terrible customer service. Average 40 minute wait to get through and staff that aren't interested in what you have to say. Do yourself a favour and get your insurance elsewhere!!!”
“I had a accident. Last September and axa insurance said my curtesy car will be up graded because the accident was not my fault . Only to find out they contacted a car hire company for the car for me now i face a bill for £5.000 for hire costs in my name keep away from axa car insurance con men”
“Have been trying to contact the claims department for 3 weeks. Internet contact only, no email, no phone number. claims handled by Inter Partner Assistance SA in Brussells. No wonder EU is in turmoil.”
“I have been trying to contact them for 48 hrs a bus hit my car I can't get through on the landlines they say email them they have not responded I am so angry I will never use them again”
“Absaloutly awfull insureres. I had an accident that was not my fault. They took my car to some cheap and nasty garage that had to re-do their work and more. 12inch crack to the screen of the car and the joke was that wasnt even where the car was hit!
went a week without a courtesy car because of them!
Now they have doubled my monthly fee because of an accident that was not my fault!!
Stay well away- awfull staff and took all day for me to get through to them after they kept putting the phone down on me!”
“Axa insurance, Awful company , cheap insurance company but useless if you need a claim .horrible customer service , 2 hour to answer the call .Rude and un professional staff , all the time wrong advice they doesn't care ,big company with funny complain team , no power to resolve the matter .every claim takes at least 6 month to Concluded . If not chase them up no response .
Not waste your time with them. Pay more to get proper insurance
Thanks to independent financial invesegtion company Ombudsman to resolve my issue .”
“Horrible company, never get through, not responding to email, 5 months ago made a claim still nothing.
A shame such a big company and such shite service .”
“Feeling really annoyed, can't get through on any of their Contact Numbers for Car Insurance Claims.
When you finally do, have inadequate staff and don't take down the details fully, this resulted in at least 3 more phone calls, just to get the Claim logged.
Even when you ask if someone can return your call you wait forever more, hrs to speak to anyone.
I won't ever use them again.”
“Had a accident two years ago which I am still trying to sort out. Axa are the underwriter for my Insurance company and there customer service is the worse is have ever dealt with. When you get through on the phone they give you the impression they are going to help you, doesn't happen. I have a list as long as my arm with the names of the people I have dealt with on the phone, never the same one, and they always claim will phone back with an up date, never happens. In the two years I have received one letter from them. They don't seem to want to listen to what you say. What is hard to understand in the phrase "I am taken no fault for the accident" Worst company I have ever dealt with.”
“Terrible company.
My father died from a brain haemorrhage whilst on holiday in Ireland.
AXA sent our sensitive personal information to a stranger, recorded our data incorrectly including hospital admission dates, did not have the correct hospital he was in down in their records, spelt our family surname incorrectly (in some cases three different ways in the same document) and in the legal medical consent forms the surname was spelt two different ways.
They did not record the fact that my father had died after we had informed them, leading to an extremely distressful telephone exchange - while I was trying to determine how to get my father's body home, the person on the phone was talking about whether he needed a nurse or was "medically fit" to travel...
Claiming our expenses back has been no easier as expected and the the claims line have been equally difficult to deal with.
Absolutely disgusting company, especially when you need them to do what you've signed up with them to do most.
Avoid at all costs.”
“Did EVERYTHING they could to refuse a legitimate claim, On holiday, a bag containing my 7 month old daughters belongings was taken from a hotel lobby, When speaking to the claim department i was once not clear about the bags being within reach, and was talking generally about the theft, which they then took as their excuse to refuse the claim.. throughout the process the made me feel terrible, be warned they will do ANYTHING to avoid supporting you in the event of an accident, I am considering taking the matter to court.”
“We are now without a car after a woman drove into the back of ours that was parked up.we got paid not enough to buy another.we have got a bill from kwikfit insurance for £740 because axa have not told them the claim was non fault and has been settled.Why? because they can't be botherd to let them know. We have been bullied into taking a payment that we didn't want all we wanted was our car back fixed but since it's not our fault we have no say.Really not good but thats AXA take the money and shut up attitude”
