AXA Assistance Reviews 

Extremely helpful. Pleasant and polite. Explained clearly when I questioned something.

I recently used AXA Assistance when hiring car, and made a claim due to a small dent. Although I received a receipt for the claim AXA have not contacted me and do not respond to emails requesting a status. This is totally unacceptable service when one has purchased coverage!

Competitive price and very easy to buy from website

Trying to file a claim online through their myexcessclaim.com website. Site continually crashes with unexpected error message. Several attempts to contact them through their customer service email have not been responded to. My 30day window for filing a claim is rapidly running out. Lack of response is unprofessional at best. Would give zero stars if it was possible.

Excellent customer service and good value for money

Easy, quick & reasonably priced.

Good reviews very quick & easy to set up .

I asked a straightforward "What if" question and the person I spoke to said You'll have to speak to Claims Dept I'm in Sales. I would have thought a person in sales would have some understanding of what they're selling.

Gentleman on telephone was very helpful and explained policy details to me.

Poor performance and customers service . I used AXA Assustance Home Emergency as its Martin's my elderly mothers home insurance policy . She had a total electrical failure at the address and 20 hours later they cannot locate a Electician to call out when I can find 31 emergency electricians in my mothers area , no customer service, no empathy , they don't care . This company is not fit for purpose and insurance companies should not be sub contracting there home emergency cover to them , this is how they treat a vulnerable 84 year old lady living on there own SHOCKING

I am using axa since 4 years very quick and good service i ever seen

Although the agents I spoke to (Tina in particular)were sympathetic, helpful and polite, it took a long time to get to speak with someone. My claim (through Sky Protect) has been going on from 26th march. had a bad experience today with a rude operative from metro rod. the engineer who attended this morning made situation from stable to an emergency. I had told them that the waste water from toilet back flows into the shower tray on flushing toilet. Despite that they flushed the toilet without asking me when I was standing outside the toilet. That caused waste water (with faeces) to back flow into shower tray and is dripping onto bathroom floor and I'm having to keep mopping it up. When I asked them why they did that, The answer was to confirm to Sky Protect what the problem was, when one could easily see some residual waste water on the shower tray.
Then the bad experience with metro rod. they texted me that they will attend at a certain time and when no one came, I called metro rod to be rudely told that they had informed axa that no one was free to attend. AXA never received that message from metro rod.
It needed a lot of convincing for AXA to accept that this back flow was now caused by the engineer who attended this morning and for someone to come clear up the mess which is dripping onto the bathroom floor and causing a health hazard. AXA kept denying it was nothing to do with them.
Finally AXA accepted to arrange for the engineering company from this morning to come clear up the mess.
My experience with these two engineers has been that you cannot even have a conversation with them; they behave so intimidating.
Its like the customer is held to ransom in times of emergency.

Very easy application

I had Finley from Axa Breakdown assist me with finding my documents online and he made everything so much easier and took a lot of stress out of my morning!

Absolute disgusting company, took them over a week to send out ,a so called trades man for leaking roof ,when he turned up on his own with no ladder to get on the roof, no equipment, a set of steps to get into the attic, took 4 pictures of wet beams and said it had been happening for a while.
No sh t sherlock it had been raining for a week while I waited for someone, states in policy 24 hrs .

This caused damage to my beams in attic due to cowboy insurance company working with cowboy tradespersons.
Then they walk away ,avoid this company,
dishonest corrupt scammers

Update they have now refused to even assess the damage caused in my attic , they sent me an email and letter saying that the reason the so called trades man didn't get on the roof was because storm casandra was still ongoing.

This was not the case i have ring camera and security camera footage to show the guy arriving and leaving there was no wind and the sky was blue so this is absolute lies .

The so called trades person was at my property for a grand total of 12 minutes, that includes parking, going back out to get steps (NOT LADDERS) and tell my partner a load of nonsense, putting his stuff back in the van and left .

He done nothing to repair anything, this is supposed to be emergency cover , so that evening it was heavy rainfall again so more damage until I could get my own roofer , he came with roofing ladder and an assistant and fixed the problem.

Im not a roofer but I find it unbelievable he turned up with no ladder.

They are also listed on fb ,Google as a plumbing and heating company.

I don't believe they were capable of doing a roofing job.

So that's what you get from AXA Assist.

Im now left after month's of waiting for their investigation to have my attic beams assessed at cost to me which there incompetence caused.

As I said before steer clear of this company .

Don't do what they advertise
Don't send proper trades men
Customer service rubbish, I spent hrs on the phone as they had previously assigned the job to someone before that ,no shock he didn't turn up.
Then they wash their hands of you with lies and made up reports

Avoid at all costs or it will cost you more in the long run

Website - 'try again later'. Email sent with link to complete transaction - link didn't work. URL worked but again 'try again later'. Phoned the number provided. Sounded like it was for breakdowns, not new purchases. Rang and rang with no answer so I went back to the website. Two more goes online and I finally got it to work. Not the quick and simple process I'm used to with AXA I have to say.

the light hearted but efficient manner of Andrew who answered my call and even rang me back when we got cut off.