AXA Insurance Reviews

Name: AXA Insurance
Rating: 2.32

2.3 Rating 1,154 Reviews

34 %

of reviewers recommend AXA Insurance

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2.3

Based on 1,154 reviews

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AXA Insurance 1 star review on 18th March 2026

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Deeply concerned about what has happened to me & serious nature of it. AXA sent Andy - Ray Jones Roofing Ltd to do a temp repair on roof leak following storm as per my HE policy. Andy was equipped w/only a ladder, failed to identify any issue, did not complete any temporary repair or anything to mitigae ongoing leak into my home. Said he could not see any issues & further investigation is needed. Said ring insur & he would return with the necssary tools & he would write this to my insurer specify that my case remain open. He had me sign a blank form saying I was signing to say he had attended and seen me. That form was then falsified to add on saying tiles were removed to check for leaks but nothing was identified and went on to say "The guys belive its poor workmanship". This is contradictory to what was discussed. No poor workman ship was evidenced, or discussed with me and I did not know that they would be forging the paper writing a totally different thing to what Andy told me & pretending I signed to agree to that. After filing a complaint with Ray Jones he telephoned and was unbelievably unprofessional. He intially denied that anyone had written 'poor workmanship' on the report, offered to prove it by sending me a photo of the page, backtracked and ultimtely admitted to falsifying the report by having th woman in the office write it. He stated that they "have" to put down either poor workmanship, malicious damage, or wear and tear on the report. These are the 3 things insurance would not cover, so it is evident to me that Ray Jones is deliberately adding it to reports sent to the insurer to invalidate claims. I hope AXA has not instructed him to do this as it would be fraud. It needs to be urgently investigated. Ray also argued it's not his job to locate the issue and complete a temporary repair, eventhough that's precisely what home emergency covers and said he is only able to 'replace tiles' and would not fit a tarpaulin to mitigate damage claiming it would 'just blow off anyway', eventhough thats again what my policy stipulates the contractor will do. Instead I am expected to continue to suffer water pouring into my home in the meantime rather than carrying out the job he was hired for-causing more damage to my home. He also endlessly complained that he wanted to be paid for 3 hours but AXA only pay him for 1 hour maximum (his staff member was here for 35 minutes and 15 of those were spent on the phone to someone else talking about that days appointments). I explained that if he's not happy with what he is paid he should not take the job, and I have no control over that as I am simply the customer of the insurer. If he feels he is underpaid, that is no reason to take it out on innocent customers by falsifying reports to close down their claims unjustly, because he doesn't want to invest the time and effort into completing the job he was hired for. It seems he is only taking the jobs to have someone attend with no equipment, have customers sign a blank page, falsify a report later to invalidate their claim and not have to bother doing any actual work. Anyone can falsify a sentence, it's much easier than locating and fixing the actual problem- something a professional person with "40 years experience" as he claimed should be able to do. I recorded the whole conversation and will be passing it onto trading standards. Considering the serious nature of the admissions I am finding it extremely difficult to have any faith in my policy knowing that the contractors they use admit to falsifying reports. I raised the falsified report with Steve from AXA, who admitted the photos show no evidence of poor workmanship and could hear how upset I was. Initially he offered to send the same roofer back which obviously I could not agree to as they are untrustworthy, then said a differnt company would be sent. However he then withdrew that offer after liaseing with his manager,came back and said there was nothing they could do and they have to accept the false report. Suggested I pay to hire my own surveyor to write a report to counter the falsified report- at my own cost. He refused to allow me to speak to a supervisor and basically told me I was wasting my time repeating the situation & all I could do was file a formal complaint & wait 8 weeks. This is despite having a recording of the entire appointment & now with the boss admitting to fraud, which proves exactly what I said. I have indeed filed a formal complaint and will be taking the issue further considering the serious nature, falsification of the report, and dishonesty and unprofessionalism by their contractor I am considering legal avenues should this AXA continue to accept falsifications. This was not handled appropriately by AXA at all & I hope they are not who told Ray Jones to lie Also emer number on AXA policy 0800 633 5088 doesnt even work.”

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Posted 1 year ago

“I bought my travel insurance with RIAS but my claim is being handled by AXA travel insurance. I wish I had known this before as the reviews of AXA travel insurance are awful and my experience so far supports this. I submitted a claim for my daughter as she was on the policy but the policy was in my name. We had an email saying it would take 10 working days- that passed and nothing. I had to email AXA to get a reply saying there would be a delay- why am I having to chase them? I have been waiting over 3 weeks now and still nothing. I submitted all the evidence but no reply. It is inferior service especially after I spent over £1000 on holiday insurance with RIAS.”

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Posted 1 year ago

“Don't touch AXA insurance with a barge poll. My friends son was killed in a car accident and they still haven't had the insurance payout. AXA are using everything excuse to get out of paying including that an interim death certificate isn't good enough, funny as it was good enough to burry him”

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Posted 1 year ago

“Had an accident in June and the communication has been awful, when I have managed to speak to someone, they’ve lied about what’s going on with my claim. Then to be told they are waiting on a an email from me with specific details. (Which was sent 8days prior to my call) Woman in the phone say “oh, Sorry I must of missed that email” Also what is the point of having options. Below. 1) under an hour 2) 2-3 hours 3)3-6 hours 4)6-12 hours 5)over a week. What about between 12 hours and a week?”

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Posted 1 year ago

“Just had my final communication with AXA. After 20 years of customer loyalty on two properties, and no claims, they have let me down "BIG TIME". I ended up having my complaint upheld and a compensation payment proposed. The problem is they never settled the original claim properly. So it's GOODBYE AXA👋👋. My advice to anyone out there is "Do not go near AXA with a barge pole"”

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Posted 1 year ago

“Absolutely dreadful. Try speaking to someone impossible. I wouldn't say bad service i would say no service.”

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Posted 1 year ago

“If there was an option to give no stars, this what this company would have got... Please dont get travel insurance with these people. I purchased mine when buying a package holiday with jet2. I wasnt aware it was axa as they state that insurance is with someone else (didnt state it was underwritten by axa). My claim is still ongoing and I won't give up, next stop will be the Financial ombudsman. I was told a few days before our trip abroad that I was not fit to fly by my g.p. this was back at the beginning of April This resulted in us having to cancel our trip abroad. To say we were gutted as a family was an understatement. I opened my claim and sent requested information using their online portal, then heard nothing until several working days later via an email requesting all the same information to be sent online. I complied. Again waited several working days then the request for a medical certificate came. This was on top of a letter from my g.p. my g.p. fees for this were £30 as he'd already provided necessary info. Again waited 10 working days and heard nothing. Rang them on the 10th May to which they told me they'd put an urgent request on my claim. Heard nothing and rang them again on the 17th May. This was when one of their agents said that it was all complete and I was just now waiting on a settlement letter and should expect this in 5 to 10 working days, I hasten to add that i asked her to check if they required any other information and was told they did not need anything at all. 23/5 I received an email wanting access to my full medical history 2 years prior to my travel date (has to be a pdf) so no screenshots of my medical history from my nhs app. Rang them 24th May. Asking why they needed this information and why I was told to expect a settlement letter. Agent just said that it was the medical team that had requested it and their was nothing they could do. 4 weeks later I'm still trying to get full access to my medical history from my g.p. that fulfills the insurers request. This isn't a slur on my g.p. they are trying to help. Rang axa back today asking for the phone number for the ombudsman and clarification of what they were expecting from my g.p. they want my history as one download able pdf document which includes meds, consultations and test results. This is information they have already had?! It was at this point that I looked at their reviews. 🙈😕 I can't tell you the amount of stress and anxiety this is causing. The lost hours, days and minutes. I expect there will be many more but I have not yet given up.”

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Posted 1 year ago

“Was a passenger in a car was hit on left hand side by a car that did not yeald to the right damaged teeth 20 months later still not received a dime no contact nothing they should be thrown out of the Irish market”

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Posted 1 year ago

“It has been over a year and a half since I submitted my claim and I am still going back and forth with this incapable company. They can’t seem to do anything right and just keep throwing dribs and drabs of compensation at me. Just sort it out! Can honestly say I have never heard or had to deal with such an incompetent company I don’t actually understand how they are aloud to operate?”

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Posted 1 year ago

“Full of scam Don’t waste your money”

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Posted 1 year ago

“Terrible company. No help just lies after lies”

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Posted 1 year ago

“Dont waste your money here, keep getting call from the marketing and they're so rude”

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Posted 1 year ago

“I have requested screening when i joined. My claim was ignored and i was asked to share all my NHS health records for no obvious reason.”

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Posted 1 year ago

“Worst company I ever dealt with. Their business practices are dominated by lack of transparency, professionalism, and overall average services.”

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Posted 2 years ago

“Do not use Axa car insurance ever,poor customer service,unprofessional and check youre policy if you have an accident, they won't give you a replacement car if yours is in the garage, won't recommend to anybody, waiting time to get through is also long,go elsewhere.”

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Posted 2 years ago

“Axa are the most useless company I have had the misfortune to have had to deal with uninformed so called customer care rude people who bully you because of legal loophole push you from pillar to post cut me off they push you to the point to be rude and when you keep calm and not even shout they accidentally cut you off no one calls you back and they have cost me my job over accident claim I do not recommend Axa to anyone rather get a small company and pay more than the mess Axa have caused my day to day life”

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Posted 2 years ago

“I am absolutely disgusted with helplessness of a senior employee dealing with my claim. I have been a victim of crime and my vehicle has been vandalised. I have always click the box for a courtesy car and have never seen an option to upgrade I have never had any issues like this with previous insurances. I insure a 3lt Mercedes 4x4 with you as that is what is suitable for my family so to be offered a 1lt 3 door car I explained this vehicle would no be suitable due to fact we have horse will need to collect feed and bedding, my wife take her 89 year old grandma to hospital appointments due to poor mobility this car again would not be suitable. I waited over 48hours for a call back from a senior to help only to be told in his words because there is not a third party to claim from he would not be able to upgrade the courtesy car, I repeated back “so your telling me because I have been a victim of crime and because you have no one to claim from to get the money back you are not willing to at least but in a request for an upgrade.” This is disgusting and I am totally shocked at this admission I can provide the name this so called senior. I’m now 3 days into the claim no courtesy car and not been given and assistance or solutions. You also now want to double my insurance premium is this company a joke.”

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Posted 2 years ago

“When I tried to leave a negative review here, I see so many negative reviews were already here. It seems we have reach a common that AXA is fraud to customers. So why this company still opens. After four months, I received a slow response: I am refused to be reimbursed because of I am not returning to residence country. So ridiculous. I already come back to residence country and provide the proof to them. They ignored that. If you don’t want to reimburse customers, why you sold insurance? Totally cheating. Stop using AXA.”

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Posted 2 years ago

“Price for the renewal for home insurance gone up 44 percent this year without making any claim. Absolutely mental. Never seen that with any insurance company.”

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Posted 2 years ago

“AXA insured my car on behalf of a lady renting my 18 plate Toyota Hybrid in March of last year. The car was stolen from the renter in April of last year and AXA have had my car from April until today. Over the last 9 months I have been denied access to my car and a damage report. Eventually after 8 months and being treated like muck on their shoe, was allowed my car back as long as I was okay with the pending claim being void. I reluctantly agreed to this as the car had already depreciated thousands of pounds to that date. Also, it did not look like they were any closure to processing the claim after 8 months. Moving forward to day I received my car back with 3-4 thousand pounds of damage and to add insult to injury the car has sustain further damage while in AXA’s possession and supposed care at carport in Chester. This further damage of wiring chewing, seat chewing and rat excrement will more than likely amount to further thousands in cost. To say I am livid is an understatement. I would recommend all friends, family and all the general public give this company a wide birth. It seems the company is ran by a bunch of Charlatans!!! I have been wholly mistreated and thousands of pounds out of pocket, please don’t make the mistake of paying to be their customer!!!”

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Posted 2 years ago

AXA Insurance is rated 2.3 based on 1,154 reviews