AXA Insurance Reviews

Name: AXA Insurance
Rating: 2.35

2.4 Rating 1,130 Reviews

34 %

of reviewers recommend AXA Insurance

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2.4

Based on 1,130 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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AXA Insurance 1 star review on 16th October 2025

I Got Help From Martinsusan10032atgmail.com When I Was Deceived By Online Scam

Anonymous

Anonymous // 01/01/2019

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

“Minimum help on a no fault claim. No communication. Never again.”

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Posted 9 years ago

“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.”

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Posted 9 years ago

“Good company until you have an accident then look for a way not to pay out.”

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Posted 9 years ago

“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.”

Helpful Report

Posted 9 years ago

“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.”

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Posted 9 years ago

“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.”

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Posted 9 years ago

“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.”

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Posted 9 years ago

“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.”

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Posted 9 years ago

“very poor service, very slow, don't trust them”

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Posted 9 years ago

“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!”

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Posted 9 years ago

“AXA Home Insurance - Dreadful service from their contractors. Loss adjusters told lies, AXA disinterested. AVOID”

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Posted 9 years ago

“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!”

Helpful Report

Posted 9 years ago

“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”

Helpful Report

Posted 9 years ago

“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.”

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Posted 9 years ago

“When you take policy with Post Office or M&S or other Hight Street big names always check if it's not underwritten by AXA Insurence. Absolutely bad service, would never pay out, will treat you like you are a criminal. You will spend £100 on communication with AXA by post as all post must be send next day delivery. Do not bother to complain because it will go to the person you complained about. Absolutely unprofessional service.”

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Posted 9 years ago

“Wouldn't even give it a star rating at all but have to because of how bad they where/ are its been 120 days since my accident and they have never contacted me off there own backs absolutely shocking.”

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Posted 9 years ago

“rubbish service”

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Posted 10 years ago

“Just wait till you have a claim then you will be in the same boat as me Customer reviews are great but wait till you make a claim awful company to deal with the claims department just transfer you to Jack. Amy , Lee and who ever l had heart attack spent £1100 they have offered me £420 do not insure with this company .”

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Posted 10 years ago

“DO NOT USE THIS COMPANY!!! Took out AXA Damage Refund Insurance for our car hire in Alicante, Spain via the website - booking & payment process very easy, however we were victims of car vandalism by a group of youths whilst our car was parked overnight so processed our claim upon our return to the UK. Their policy states "Once received, we will be in a position to give further consideration to your claim and will be in touch with you within 5 working days of receipt of your documents.” Nearly 4 weeks later & countless emails we have received no update on our claim & they only operate via internet so you are unable to chase or discuss; they just send you an automated email saying they received your email & have attached it to your case number but nobody responds to your query or request. Applalling customer service, sorry no customer service at all. So frustrating that we are victims and are being completely ignored by the company who have been paid to help us.”

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Posted 10 years ago

“I have completed a claim in April 2015 which took them 5 ( !!!) months to complete !! On Sept 2,2015 after many emails I sent to them they confirmed the case and promised to wire the money ( 688 pounds /1040 USD) within the next 10 working days. On Sept 21 still nothing arrived -I called the customer service AGAIN and they told me that they don't know what is going on and that financial department will get back to be within NEXT COUPLE OF WEEKS!!!! What a FRAUD! If you don't want to spend hours on the phone , and wait for your money forever- please avoid AXA insurance! Also, please note that customer service center located somewhere in India so sometimes you can't clearly understand them and most of the cases they reply to your emails 1 week after with NO ANSWERS!!”

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Posted 10 years ago

AXA Insurance is rated 2.4 based on 1,130 reviews