This data is produced by analysing genuine customer experiences. It is not a guarantee of the company.
How would you rate
"NEVER use axa for travel insurance or anyone underwritten by them. My girlfriend fell ill with meningitis whilst in Hong Kong and needed 3 weeks of treatment. Axa have been absolutely appalling - finding any way of weaselling out of paying and making it confusing and difficult to challenge anything. They made a traumatic experience even more stressful for someone who was suffering from swelling around the brain - which can be made worse from stress. To add insult to injury they have acknowledged their bad treatment of us and offered £100 in compensation but still not dealt with the actual claim which is tens of thousands. We are now having to go through the financial ombudsman. Avoid at all costs."
"Axa have been great through my claimes but there customer services is by far the worst I have ever received I have been waiting a week for a call back and they say they are going to get some one to call me every day .... But they never do ....
I was on hold for 1 hour and 40 mins then just got cut off .....
"We are a family of 6, of which 4 are young children. Here is our tale of woe, that has involved countless telephone calls, emails, wasted time and cost us a lot of money.
We had an escape of water in a small ensuite bathroom last November where the shower tray had cracked unexpectedly. The water travelled as it was trapped underneath the vinyl and continued across the house. It reached the main family bathroom and spilled out where the vinyl there met the hallway carpet soaking it. A lot of water subsequently came through our kitchen ceiling causing the ceiling to crack and bend.
We contacted AXA and were initially impressed, they told us they would send a surveyor from BVS to assess the damage within a couple of days. The surveyor offered a cash settlement to fix the repairs and advised us the hall way carpets could be replaced. A company specialising it drying properties was sent out to try and stop further damage, they left dryers on in our home for almost 2 weeks to remove as much moisture as possible. To aid the drying process they removed segments of the vinyl to expose the wooden boards. Unfortunately, this was where things started to go wrong.
We had humidity tests done on our kitchen ceiling and bathrooms after the drying company finished and they were still showing high moisture levels a month afterwards.
We got a series of quotes for the repairs and found that the settlement would only cover about 10% of the cost. Given AXA didn’t seem to want to accept the quote as “fair” we decided in January that we would get our own contractors in to fix our kitchen ceiling as we wanted to avoid future issues and would reclaim the additional costs later. Our contractors repaired that damage professional and promptly, however we were now £300 out of pocket as the settlement (before the excess was deducted) hadn’t been sufficient. We challenged AXA on this and eventually they accepted the repair cost for the kitchen ceiling was greater than initially believed and increased the settlement amount for this aspect, although we were still out of pocket for it.
As AXA didn’t feel the quotes we sent them for the bathrooms were reasonable and we couldn’t come to agreement we agreed that AXA could instruct its own contractors to carry out the repairs, as if additional damage was incurred this would be covered. After several visits to scope the work we were expecting the works to be agreed by the end of February. However, AXA spent over a month negotiating the costs with the contracts and the works weren’t agreed till the later end of March. The expected date for the works during Easter came and went and still nothing had been done.
We complained and subsequently the contracts had to do another site visit (why we have no idea!), and a date for the works was agreed for July. However, as they did not order the replacement vinyl they did not turn up nor notify us in advance, which wasted the time we booked of work. A later date at the end of July was agreed, the work should have taken 2 days as per the scope of works, however when the contractors turned up at 8am they did not have all the necessary materials they had to go pick up this, in addition they didn’t seem interested in carrying out all the works on the scope and had to be challenged on this. They left our house at 11:30am the same day as they had “finished”.
However, their definition of finishing involved them causing thousands of pounds of damage to our bathroom tiles, as they had failed to show due care and attention at our property. In their rush to “finish” the job they had caused more damage than they been sent to fix, they could not connect soil pipes correctly and our sinks aren’t level (they are about 1cm higher on the right hand side). When we complained to the contractor they told us that new scoping would be needed for the tiling repairs so they wouldn’t be fitting the vinyl, so at this point we had been 8 months without proper covering for our bathroom floors!
We complained to AXA about this, according the “Claims Manager” the contractors had been trying to “minimise disruption for our family” which was why they hadn’t been there that long. The damage to the tiling was “incidental” and wasn’t the contractors fault. Personally I’m shocked by such a claim as normally if you are experiencing difficulties you would advise the home owner, or stop and inform them after damage is incurred, not carry on and destroy the other bathroom before informing the home owner!
AXA is refusing to cover the cost of repairing he bathrooms to their former state, they also want to use their contractors again and follow a suggested plan (which we have been advised by other contractors is unlikely to work without incurring further damage). Apparently AXA has no other contractors who service our area (North Essex) except the ones based in East London so we’re limited to them, or a cash settlement. When told they could use their own contractors again on the provision they agree to cover further damage as a result of the repair attempt I was told that AXA could not agree to this condition.
Our only recourse now has to been to seek new quotes for the repairs and once supplied we will be initiating small claims court action as AXA has no intention of fulfilling their contractual agreement."
"Liars - they lie to your face about your claim, timelines of receiving your compensation and even about their systems."
"I need Claims information when previously insured with AXA. No-one picks up with phone...when they finally answer you are on hold for over 20 minutes. (Three times I have been on hold for this period of time!) I have emailed and no-one responds. Appalling customer service!! Still on hold whilst typing this.....!"
"Bad, bad, bad people, VERY poor customer service, if you value your time and your life do not use this company because they don't."
"Broke my ankle back in march which required surgery. We used my fiance's phone no (she lives in the states) for all the paper work during any Dr's appointment, for the ER visit etc. She started getting letters from collection agencies so i called AXA to find out what the problem was. No problems i was told, we are finalising payments etc they said. Finally get an e-mail over a month ago saying that everything was being paid and settled. Fiance recieves a phone call from a debt collection agency 2 days ago chasing chasing a payment, called AXA to find out why it hadn't been paid. They assured me it had and sent me a statement saying everything had been paid and no debt collectors should be calling. Yesterday, another phone call from a different debt collection agency chasing a payment. Called AXA again, low and behold they hadn't paid one of the bills after assuring me everything was settled. I had sent them the bill more than once and the final demands more than once. The amount of stress and worry this put on my fiance is beyond belief. DO NOT USE THEM!!!!"
"Never going to have an insurance with them again. It was just a flat tire and they keep claiming documents from the car hire company that they tell me are not necessary. They will always find the way to avoid paying you. Not imagine if it was a serious accident instead of a flat tire. Take my advice choose a different company"
"Fake. We hired a car via Ryanair and got axa insurance as only option. But the car company did not accept this insurance and therefore wanted us to buy the official insurance or leave deposition on 900 eur, which they would Keep if something happened. Do not use AXA. Their policy is very unclear and they may never repay the 900."
"Absolutely Shocking. Don’t go near them. Don’t be fooled by Lloyds Bank Gold service acc adding travel insurance as a bonus. Non paying con artists. Avoided 100,000euro bill for a Lloyds bank account holder with Brain Tumour !! All because way outs endless boarding pass ?? It’s impossible to avoid expletives but let’s meet the arrogant CEO it’s purely a rip off you’ve got no genuine cover full stop"
"Dreadful company and won't ever use again. Had a car accident but couldn't get a courtesy car when I was entitled to one. Biggest problem is trying to speak to someone, you spend hours and hours trying to get through! I even wrote a letter to them as I had a query and am still waiting for a reply."
"AVOID AVOID AVOID!!!
Worst company I have ever dealt with! Worst customer service, great if you’re happy to be on hold for over an hour each time you need to speak with them!"
"Terrible service. Refused to pay out despite my policy documents clearly stating that I was covered."
"My worst nightmare. After giving a list of documents to submit, they keep asking for additional information every month. We are on month 4 now.
Simple case, mother broke her hip and had to cancel a trip to go and take care of her."
"Extremely ruded staff. Not helpful at all. I was told to fine all the evidences by myself. Axa did not do anything for me because i already paid them so at the end i had to ombusman and they were grate help. Please please do not buy any policy from axa really shameful not being honest to their customers. Shouting at me on the phone."
"Don't bother ringing them they never answer ! My 92 year old father had a claim in November 17 and was emailed in December to be told the claim was settled and now closed. In July 18 a firm of solicitors wrote to him saying axis had not settled the claim with the co -op ( the other drivers insurers ). Therefore could he send them a cheque for £2358.60. It really distressed and upset him, as he always paid in full and thought it was resolved. Have tried ring 3 times in 2 days and been on hol 27, 33 and 39 minutes without being answered the last call being cut off because it was six o clock . What a way to treat your paying customers . Wouldn't recommend them 0 out of 10 ."
"Put a claim in over 2 months ago and not a single phonecall about, put a conplaint in and still no phonecall even though a note has been sent to ring me. Just had to pay out my excess just to get my car back from non fault accident"
"Very bad claim process. Waste of time and money. You need to chase and follow up with them constantly for about 6 months, send loads of documents they request for, and then they will find one small reason (oh, your cash withdrawals were too spread out over a few days instead of one day) and decide not to payout. Other insurance companies would have paid out your lump sum claim when you show proof of cancellation, delay, etc. but here, they ask for your bank statements (?!?!?!)."
"If you want to spend hours and hours waiting on the phone whilst trying to chase up your claim then this is the company for you. Dreadful service, constantly chasing up progress of claim but having to sit on the phone for hours to do so. Avoid them like the plague."
"Poor claims management, nothing actively done on my file for weeks on end. Constantly having to chase to see where my claim is upto. Always placing the delays at the foot of the customer. Seriously avoid, Esure are a far better alternative."