AXA UK plc - London

Louis Giles

They are dishonest and slow. You cannot trust or rely on them, don't waste your time or money with them.

I have shown them CCTV footage of my bag being stolen, and after months of dragging their feet they've decided it was unattended despite absolutely no proof of this! This is for equipment I need for running my business, and I had to wait for 3 months to get any sort of an answer (despite them wasting my time with questions, repeated questions, and even an investigator! To which/whom I gave the same, true answers every time!). My business has unfortunately been heavily impacted by not having this equipment - having to also wait around on an unhelpful, and unresponsive bunch of crooks has made this even worse.

They've been unbelievably slow and unresponsive both times I've had to make a claim in the 6 years I've been with them.

I have made internal complaints, asking for answers as to how on earth they could come to the bizzare (but convenient for them) verdict that it was unattended, and they've not been able to give me any rational reasons.

Axa, if you can't deliver the service you promise, then you shouldn't take peoples money for it.

James Williams

Tried to obtain a quote for insurance but received a message telling me "It looks like you might need specialist protection for your property" and that I should contact a company called Insync. Went through the arduous task of inputting information again, only to be told someone from Insync would need to phone me

They called but said that because the house was at risk of flooding (even though it's 90 metres above sea level and over 2km from the nearest major river) they would have to obtain a special quote and call back. They never did

After doing some more research it seems Insync are a front, peddling all kinds of insurance, aimed at just about anything, from running a business injecting lip fillers, to owning a vape and e-cigarette shop

What a waste of time. AXA used to be a reputable and trustworthy brand but now they've sold out to the circling swarm of parasitic partner companies, to whom they most likely offer big commissions in return for acting as fussy claims shields so AXA never have to pay out on any claims

Why is nothing easy?

Pratik Patel

I am compelled to share my extremely disappointing experience with Axa Insurance. After being involved in a car accident and filing a claim, the lack of communication and abysmal customer service have left me utterly frustrated.

Despite sending multiple emails seeking updates on my claim, I received no response whatsoever. Not even an auto-reply acknowledging my concerns. It's disheartening to see such a blatant disregard for customer communication, especially during a time of distress.

This has, without a doubt, been the worst experience I've ever had with an insurance company. The lack of transparency and the apparent indifference to my situation make it clear that customer satisfaction is not a priority for Axa Insurance.
I find it unacceptable that the email address provided on their website for customer communication leads to such neglect. As a result of this experience, I have decided to terminate my relationship with Axa Insurance and its affiliated services, including Sainsbury's, for any future insurance needs—be it car, home, or travel.

I believe it's essential for potential customers to be aware of the subpar service provided by Axa Insurance I will be sharing my experience on various platforms, and I urge others to think twice before entrusting their insurance needs to a company that evidently lacks the basic courtesy of responding to its customers.

This level of disregard deserves public attention, and I hope my review serves as a warning to others who may be considering Axa Insurance for their insurance requirements.

Didn't even want to give 1 star..

Pratik

MVP Reviewz

One of their managers told me over 70% of their travel insurance claims are not 100% covered. They will send you T&C’s after you get your policy which many people would need to call them to declare a cough or chest infection or temperature that they went to the dr for.

Using this shocking tactic they are able to get away with misleading people!!!

One of their advisors even wanted to shout at me and tell me they spoke to me before etc yet he didn’t check the notes and the updates as they received my fathers medical records which cost me £120.

Offering to cover only 60% is abysmal. A little bit of empathy and some genuine care about the welfare and wellbeing of their customers would not be much to ask for!!!

robert way

Do not go with this companies car recovery service,cos that's what it's not.
I broke down in a precarious position,went to my phone and found I had no WiFi,or internet,and my insurance and breakdown cover details are in my mailbox. So I phoned what's was on my phone,under breakdown. The person ask details etc asked my who my breakdown was with,and I didn't know. She ask who my car insurance was with, Ageas,she told me they use the RAC but she couldn't find me on their computer. I was also experiencing a medical problem at the time. I knew I was insured for breakdown so I had no choice but to front up £240 thinking I'll get reimbursed when it's sorted. AXA who I found out was my breakdown insurer,told my broker they were not going to pay me back. The circumstances were explained to them but no they will do anything to get out of honouring their debt. If I had managed to get hold of them,they would have still had to pay out. Now the Ombudsman is involved,because their complaints 'team' don't answer phones,I had the feeling I had called a single telephone,in an empty cupboard. 30 minutes and nothing. The only reason they get one star is you have to give them a star rating to post.

kim hurley

Awful experience. Do not use. Had my car stolen in October 2022 and my claim Still isnt dealt with completely despite Many email, calls etc to them. We are now about to go into Feb 2023! No communication from them. I complained which has done nothing. One person admitted and admitted that they had received all of my messages, emails etc but noone had replied to them and she would escalate it immediately for me with apologies.. Nothing since! Zero customer service.

Marcia MacLeod

I have car insurance with Axa. I reported someone sideswiped me and took off my wing mirror - but didn't stop. After talking to them, I decided not to claim as a claim would increase my premium next time by up to 30% and I would only gain £70 after he excess was taken into consideration. I was told they would record the incident 'for information only'.

I have now received an email from a legal company offering to take up my claim for personal injury or financial loss. I am not injured and said I am not pursuing this. I was not asked if I would like to speak to the legal team and AXA has no right to pass my details to anyone without my permission.

I will not renew with AXA this year.

Ashley Barnes

DO NOT USE AXA!
While I understand that the given statement is that AXA/Coverwise endeavor to respond to the claim within 30 days, this is obviously not given as a promise. However, when I eventually got through to a representative over the phone, I was told that my claim had not been addressed whatsoever, even after around 45 days of the case being sent. This alone is beyond shocking since I have paid for a service but have yet to receive any return on that payment.
The reason I am having to write this email, on my bank holiday no less, is because of the appalling service I have received when I do eventually get through to a representative over the phone. Not only does it take several hours to get through to someone, but this isn't even several hours in a single call. I will be on hold for 30-45 minutes and the line will simply go silent. No hold music. No person on the other end. Just silence. As though I have been cut off. I would understand if this was because I was calling after hours and the lines are closed for the day, but this is in the morning between the hours of 9 and 12.

When I eventually got through to someone on the phone, first of all I was able to get through to Jehosua who said that they would address my claim that day. This was 2 weeks ago. Even if they weren't able to personally look at my claim that afternoon, one would expect at least a courtesy response in the time between then and now. Particularly since 7 days ago I sent a polite email asking for an update.

In other attempts to talk to someone over the phone I have, after many hours, got through to two people. Both of which have gone through the regular security checks and even taken my phone number on the promise that if we lose connection that I would be called back. I was put on hold having been told that it would be "a couple of minutes". After a prolonged period of time I spoke to the silence but heard no response. Understanding that the person had my number and was told I would be called given an interruption I hung up the call. I heard nothing back. Days later I once again waited on hold for several more hours, enduring more cut-offs. Though once more I did get through to an operator, only this time I asked the person to take my phone number first and promise to call given yet another interruption. They did and continued with the regular security checks. When they told me I would be put on hold again I asked how long I should expect to be on hold, to which I was told "around 3 minutes". I gave them much more time than the three minutes stated and yet I still heard nothing.

All in all, there is no excusing this complete lack of service that I have paid for. I do not expect an immediate turn around for my claim but I do expect some decency when trying to contact you about it.