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 20th December 2025

Anonymous // 01/01/2019

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

“3 attempts of over 30 minutes on hold to discuss an existing claim...still no answer. I have tried email with no reply. How am I suppose to contact them. This is the worst company I have ever dealt with.”

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Posted 6 years ago

“Currently have a car insurance claim with AXA Insurance. My stationary car was hit by a third party. I took pictures and sent all of the third party's documents to AXA to resolve weeks ago. I had not heard anything since and have not been able to contact them until today despite numerous phone calls and emails. Got through to them today only to be told the third party's: insurance have not even been contacted yet. I am left with having to pay out the excess for the repairs now. Thanks AXA.”

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Posted 6 years ago

“Bloody waste of time! Never respond,waiting over 2 hours over several weeks on phone and giving up. Absolutely disgusting. No way to get in touch. They take your premiums but won’t repay a claim. If you want to lose the will to live insure with AXA. ‘HERE TO HELP ‘ what a joke!!!”

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Posted 6 years ago

“Absolute joke. Utter shambles. Blood, sweat and nearly tears to get Axa to even pick up my vehicle after an accident. Eventually they agreed to pick the car up, but only if i agreed to cover ALL costs if the claim didn't go through. (bulling tactics). Car was written off, and given a hire vehicle over the weekend, then the hire car company ring saying it need to be given back with 12 hours notice. Do they think I camp outside the hire company waiting to give the car back, I have work and other commitments. Customer service is a joke. 4 hours on hold to be cut off because it got to 8pm when they close. Also ringing another Axa number off my partners phone to have someone answer that doesn't deal with that part of my claim. On hold again currently 2 hours on my phone and 1 hour 15 mins on my partners phone. Disgusting customer service from the start. I am only writing this review as i have nothing else I can do at the moment with both phones on loud speaker, no answer, so might aswell right a review. On a tiny plus note, When I got through to someone named Claire, she was really helpful when dealing with my situation. Really professional, polite and understanding. I just hope she answers the phone again when i finally get through, IF I get through.”

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Posted 6 years ago

“1 hour 3 mins on hold to discuss an existing claim...still no answer or reply to my email of 13th October. I literally have no way of contacting them.”

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Posted 6 years ago

“The catalogue of mistakes from the start of a claim from AXA car insurance is too long to list! Needless to say that if you ever manage to get through - almost impossible unless you are prepared to sit endlessly on the phone - your complaint will only be dealt with if you are extremely lucky! They have comprehensive training in how to pacify a customer over the phone but a complete lack of training in accepting any responsibility for mistakes made and dealing with the issues successfully - broken promise after broken promise! Sole destroying AXA - someone please get a grip at the top of AXA!!!”

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Posted 6 years ago

“Useless, incompetent, impossible to contact, expect to be on hold for at least 45 minutes if you call them”

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Posted 6 years ago

“Avoid AXA Avoid insuring with AXA Easy to insure and pay them your money but almost impossible to make a claim. They do not reply to any emails and it is almost impossible to reach them on their phone lines. 4 months on since my car was stolen and still waiting for them to settle the claim. They just blame it on their valuation department and do everything they can to frustrate you to accept a lower offer from them.”

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Posted 6 years ago

“Although the claim was dealt with quite well, I could never get through to the claims line without being on hold for between 1 - 2 hours every time. This is unacceptable. I am now dealing with this on behalf of my mother who is in her 80's and also had this problem. We are both very angry. This level of service is not acceptable”

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Posted 6 years ago

“Please learn from my mistake. Having read all of the reviews; I took the 1 hour plus call waiting times, etc, etc with a pinch of salt because I am a young driver and AXA offered by far the most competitive price. How I wish I could turn back time. If I could leave a star rating below 0 I absolutely would; if you can spot an insurer with a decent trust pilot presence which granted maybe a few hundred pounds more please go to them. Don't get sucked in by the cheap price AXA offer because if you actually come to need their help you're screwed.”

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Posted 6 years ago

“Was with Axa a number of years and my first claim was August last year. Not my fault. I had a hire care for two weeks and just received solicitors letter to pay the rental company for this but should be Axa!!! Nobody answers your emails and getting through on the phone is a nighmare and impossible!! Ive been left in the air!! Very let down.”

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Posted 6 years ago

“Would not even give them one star but had to to write the review worst company I have ever delt with there customer service is non existent I would strong recommend you do not insure anything with them promised calls back never happened they lost the the photos I sent & recorded the wrong information have been miss informed on several occasions about how my non fault claim was going it has only been progressing due to me having to make constant phone calls”

Helpful Report

Posted 6 years ago

“Appalling customer service. Minumum wait for claims line has been 45 minutes, two of over 90 minutes, only to be lied to blatently about actions they claim to have taken, but which leave me clueless and carless. Will never be using this company again.”

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Posted 6 years ago

“Poor company happy to take your money but God help you if you need to use them my 20 year old son has need of a pediatric neurologist ACA have taken money from me for 3years turns out in there own words 'pity you live in Scotland there's s shortage we don't have any one to help you. If you lived in England you would have no problem' is there anyone apart from the scumbags at AXA that find that statement an exceptable thing to say to two parents worried if their son is going to survive? They then told me that they are not responsible and their only task is to put me in touch with a doctor.neefless to say I am looking into how to due this terrible company. You have been warned don't use them they are really really bad”

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Posted 6 years ago

“This is the worst company I have dealt with. It was ok for me to pay my premium each month for years (fully comp and protected NCB) but as soon as I have had an accident (that the 3rd party admitted liability within 3 weeks of the accident) there has been no contact or updates or responses to my email for a long time. They even upheld my complaint about them 3 months ago and offered me compensation for the way I was treated, never received it. I would not recommend this company to anyone”

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Posted 6 years ago

“Customer service is terrible. You will be waiting a very long time to speak to an adviser. I have made 4 calls today to speak to Rea who assured me she would be available to speak to me as I'm absolutely fed up of repeating myself to other advisors. I now have a very large hole in my kitchen that they advised me to make and can't get an adviser to help me. I am a 62 year old widow. Shame on you AxA for passing the buck, fobbing me off and telling lies.”

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Posted 6 years ago

“Abysmal travel insurance! I was stranded in Barcelona after getting all my belongings stolen that included my phone, passport, money & bank cards! I had to buy more flights, stay and get an emergency passport after 5 days of being stuck by myself. Just been told they won't cover anything at all! I canceled my own insurance to be with Monzo Plus travel insurance through AXA... They don't understand that we pay for their trust to look after us when something goes wrong. I will tell everyone actively never to go near AXA on all platforms as they don't look after their customers, but will take your money!!!”

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Posted 6 years ago

“Hold times on calls for existing claims is a absolute joke I’ve a hour to be disconnected then another 40 minutes and am still waiting”

Helpful Report

Posted 6 years ago

“Wait until you get a claim with AXA they do not answer the phone for over 30 minutes and they are very slow. No quick settlement I am afraid which could cause additional cost and use of the vehicle.”

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Posted 6 years ago

“Just spent another 45 frustrating minutes waiting for AXA to pick up the claim line call. This is the third time. Their operative refused to discuss any aspect of the claim with me due to data protection as its my partners insurance and I am the named driver. Most frustratingly, they refused to let me speak to their manager and refused to return a call to discuss the matter. We were driven into the rear of our car by another driver. We provided AXA with their details. The other driver does not appear to of provided their details. Checks by our other insurer confirmed they were insured. AXA have listed the accident as a fault claim and our other car insurers are asking for additional premiums. I have little confidence that AXA will either pursue this claim or return a phone call to advise us of the situation. Unless something radically changes, we shall never purchase another AXA or its associated companies products.”

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Posted 6 years ago

AXA Insurance is rated 2.3 based on 1,154 reviews