Axa 

Worst experience ever . Company sent to get locked keys out of my car smashed window and drove away said going to call company but they were gone . Since incident numerous emails phone calls they just keep blaming one another . No contact at all from company sent out The Beeches . At a cost of £280 repair then a days lost work no help or support at all .

NEVER use Axa if you can avoid it. You may as well not take out an insurance. We are still chasing a claim that is now a year old. My son got into trouble, while hiking in Iceland. Got lost, it started snowing and after a very long, cold night, he had to be airlifted by Iceland's search and rescue (SAR) and taken to hospital with slight hypothermia. After returning home, we were presented with a bill of ~$10 000 from SAR, money we do not have. So we requested that Axa pay directly, which they claimed they would, ten months ago. Since then I have been in touch with Axa via email and numerous phone calls, and everybody assures me that this has been auathorised and will of course be paid within the next five working days. It is impossible to talk to a claim handler, you are always stuck with people from a call centre, who in most cases are very nice and appear very understanding, but they have no authority to DO something. There is no doubt in my mind that Axa policy is to drag it out until people give up. I am surprised that this is even legal. Is there no such things as insurer fraud?

Truly horrendous, am constantly having to chase for updates, were completely unsupportive and unhelpful in helping get my seriously ill husband home from abroad until I emailed the CEO. Since getting him home they are now ignoring all of my emails in regards to claiming back costs. They have already paid me compensation with regards to the repatriation, and I can see if going the same route with reclaiming the costs as it is being so bad.

Policy bought with Puffin, but underwritten by AXA, I can truly say I will never buy another policy that is under written by AXA again.

If I could give less than 1 I would. A straightforward claim submitted by 4 members of a family all affected by the same thing. ALL underwritten by Axa. ALL affected by same circumstances needing same paperwork and doctors certificate. All paperwork was ok’d and nothing else needed they said/say.

3 of the 4 claims were paid out 8 weeks ago and 1 left hanging. I call every week or every other week (let’s give them some slack) but nothing. No calls, despite being promised them. No emails or contact despite being assured I’m being prioritised. A manager will review it they say and call you. Nope they won’t.

My claim has actually gone backwards on the online portal since I last called - from approved to being assessed again.

No one has any answers. This fiasco has been going on since mid July. It may only be £901 pounds to you guys but to me it is a lot.

So disappointing. My cover was with coverwise and they sound as frustrated as me when I call! Just awful customer service and information.

Made a minor claim for some storm damage in Cornwall following a 78mph gusting storm. They had no knowledge of claim. Then when they did send a surveyor he explained that for any house under 10 years old, it would be classed as " poor workmanship" and in older houses it would always be "wear and tear". Little point in having any house insurance with these guys. Totally unethical and accuse you of lying. Over a year old - got final letter this week! Totally useless company.

DONT USE! AXA is the claims handler and they are hopeless. I was told via their portal that my claim had been approved and the funds would be in my account 5 days. Nothing arrived so called up again and they couldn't even find the claim so it now has to be reassessed. This process has taken over 2 months.

The previous reviews speak volumes about AXA. I agree I won’t be using them.

We had a company drive into our shop and lo and behold who are their insurers …. AXA. It’s alright for the company that hit us as they have nothing to do. We have all the paperwork, emails back and forth and quotes to obtain. And we are the ones having to deal with their crappy insurance company. Well Axa are doing everything in their power to not pay out. It’s opened my eyes to how bad this company is. And next time my broker suggests AXA as the cheapest, I still wont use them.
Together we stand and hope it opens the eyes of others before they buy insurance from them.

Refused a claim

Wife collapsed while boarding flight, so we were unable to fly and had to seek medical attention. Put a claim through with AXA, but they said that they only cover missed flights if we have trouble with transportation.. they’ll do anything not to pay out!

Trustpilot reviews

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Homeprotect

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George Osullivan
56 reviews
GB
Rated 1 out of 5 stars
Updated just now
AVOID THIS COWBOY INSURANCE COMPANY AT…
AVOID THIS COWBOY INSURANCE COMPANY AT ALL COSTS !

THEY HAVE STOLEN FROM MY PROPERTY HAD TO INVOLVE THE POLICE .

THEY WRIGGLE THERE WAY OUT OF EVERYTHING AND CONTRADICT THEM SELVES VERY EASILY.

THEY LIE ABOUT PREMIUMS .

OMBUDSMAN POLICE AND SOLLICITORS NOW HAVING TO BECOME INVOLVED,THEY USE UNQUALIFIED STAFF THAT TELL YOU YOU ROOF IS NOT RIGHT ,WHEN ITS BRANDNEW AND THEY HAVE NOT EVEN BEEN TO SEE THE ROOF ,AND THE YOUNG GIRL THEY SENT TO OUR PROPERTY MADE A REMARK REGARDING ROLLS OF ROOFING FELT NO ROOFING FELT HERE ANOTHER LIE ,IF THERE WAS SO WHAT.

NOTIFIED AXA REGARDING THIS COMPANY.

I WILL GET ALL MY MONIES BACK FROM DAY ONE YOU CHEEKY B_STA_DS

Ref J13/0470546

Date of experience: 11 July 2024

Edit
Reply from Homeprotect

21 Aug 2024
Sorry to hear this George. If you could respond to the further information request we can escalate this. Thanks, The Homeprotect Team.

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Level of service that I would expect from a high profile company was sadly lacking. In both my house insurance and motor insurance your service fell well short of what I expected. After loosing tile's on the roof of my property your loss adjuster made us feel like we were trying to falsify a claim and went on to say that any other problems with the roof they wouldn't pay.
The approved motor repairer's for the car claim fell well short of a satisfactory repair so much so I ended up selling the car.

Absolutely disgraceful, been with AXA for 13 years. I've never claimed for anything in my 37 years of life, this time I needed to when my work tools were stolen. They agreed to payout but lied about when I'd receive payout, I have it in writing on email that it'd be paid in 3 working days ... It's now been 7 working days (I first applied for claim 08/07/2024) I've rang several times and emailed too. I was fobbed off on the phone each time and emails never responded to.
Safe to say I'll be looking to insure with someone else..
Avoid this company! I went with them from having a good reputation but they clearly not good.

Don't touch AXA insurance with a barge poll.

My friends son was killed in a car accident and they still haven't had the insurance payout. AXA are using everything excuse to get out of paying including that an interim death certificate isn't good enough, funny as it was good enough to burry him

After three years using them for business and van insurance I have now stopped all automatic renewals and will never use them again.
Two no fault accidents with the van insurance (once parked and once T boned from a side street) are listed on record as I were to fault which is ridiculous. Its been three years since the first incident and still they can't seem to get it corrected.
I have this weekend logged a complaint with the insurance ombudsman.
Don't bother answering this review with a "please contact us to resolve this matter", you haven't, you can't, you won't.

Absolutely Awful - Greedy and Rude! Avoid AXA Insurance!

Dealing with AXA Insurance has been an absolute nightmare. They are one of the most greedy and unhelpful companies I’ve ever encountered. Their sole focus seems to be on taking your money without providing any meaningful service or support. When I reached out for assistance, I was met with incredibly rude and dismissive representatives who made it clear they had no interest in helping me.

The customer service at AXA Insurance is shockingly bad. The staff are not only unhelpful but also blatantly disrespectful. They speak to you as if you are the problem and seem more concerned with protecting their bottom line than addressing legitimate concerns. It's appalling how a company can treat its customers with such disdain and still expect loyalty.

AXA Insurance operates under a façade of reliability and customer care, but it's all smoke and mirrors. They are greedy, only interested in collecting premiums, and couldn't care less about the people they insure. The rudeness of their staff only adds insult to injury, making an already bad situation even worse.

Do yourself a favor and avoid AXA Insurance at all costs. There are plenty of other companies that value their customers and provide the service they promise. AXA is not one of them. This has been one of the worst experiences with an insurance company I've ever had, and I wouldn’t wish it on anyone else.

Tell us one thing then deny saying it.. doing all they can not to pay out on a valid genuine claim. Video call to show damage etc. I would NOT recommend using. I will not be renewing with them that's for u.

Terrible experience with Axa travel insurance. Easy to set up, very difficult to get them to deal with your legitimate claim. Staff tell you that you’ll be paid out in 5-10 working days then the time passes and all of a sudden you are missing more information then they didn’t receive something then they can’t read what you sent. Jet 2 advised me that they are stalling my payout by asking for documents that they already have. Claimed on the 19th June and still waiting to be paid 420 Euros one month later.

Having just closed a policy early due to selling a house, I called in the hope of a small refund. They have charged me a £70 cancellation fee PLUS £10 in "Lost Commission"! DONT take out insurance with these guys as such costs are not mentioned up front. No doubt they are in the font size 1 small print though.

Very bad experience with AXA car insurance. My wife had a car accident in August last year (2023). She was hit from the back by another car on a red light. The third party accepted their fault from the start but we are still waiting to be compensated (more than 6 months since submitting our final expenses) even for the out of pocket expenses. The lawyers that are supposed to be representing us, Lyons Davidson are very slow at responding, we have to chase them for updates all the time. Without chasing we never get any update. They have also been trying us to accept a ridiculous offers from the other insurance company. It is beyond frustrating!

Frustrating, Traumatic Experience with them ! Avoid !! ⛔️

Over the past year, this Insurance company has delayed my claim and burdened me with endless red tape. Despite multiple follow-ups, their customer service was unhelpful, and my bills remain unpaid. I do not recommend their services.

most convoluted process to put in a claim, months of spaced emails requesting 1 or 2 things at a time, terrible sevice.