Axa 

I am having an awful time trying to get a form from them to fill in to claim money back I have laid out for storm damage on the tiles. I don’t have a computer I am 84. Only an I pad which they say won’t open electronic emails from AXA. Three times they promised to send forms out. None arrived. Then they said I had sent them back a blank not filled in form. I replied how can I have sent them back when I haven’t got the. Forms from you. No answer I have rung again and was told it will be a week before you get them they have to be printed of. I asked for the telephone number for the administration dept they said it doesn’t have a phone number. I want the money I paid out. By doing it locally I saved AXA over a thousand ponds they should be happy. Until I found out their limit on my roofs tile repairs is only £500 and just to put up their scaffolding costs £500 so you get nothing spent on the repairs you have to pay for them yourself. I need my money back from them but they are making it very difficult and complicated to get it back. What can I do if these invisible forms don’t arrive only the ombudsman. It’s sad as the first person I spoke to there was so helpful now they have a lot to do to redeem my faith in them. Just send my forms please it doesn’t take nearly three weeks to print a form of and post it. Pidgin post would be faster. How long will my money take I hope they will understand its not been easy for an 84 year old Covid widow trying to sort these kind of things out. When her husband dealt with these kind of problems. All I need is the help I received from the first lovely person I spoke to at AXA who did her best to submit my claim over the phone. From then onwards it’s not been the best it could be. Come On AXA do your best to help me.

Made a claim for a refund of a ferry ticket due to illness meaning I had to re book a later one. Dealt with quickly and refund was in my bank two days after they agreed the claim. Couldn’t fault the service.

My van insurance was due for renewal at a price i agreed with but tried and tried to ring em to say carry on with it i couldnt get through but when the renewal date was passed a miraculous thing happened i got thru there was a but as it was passed the date the computer said its £100 more! Because i tried for so long i went with it! Has anyone had the same! Think its a con but hard-to prove

The worst insurance experience, ever. They are dishonest and slow. You cannot trust them, don't waste your time or money on them.

I have shown them CCTV footage of my bag being stolen, and after months of dragging their feet have 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!). They have failed to respond to my questions, and their internal investigation has simply said that they followed the due processes - again without responding to my questions.

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. This is unacceptable in your time of need and completely nullifies their purpose in your life.

Quite a long wait to get through to someone on the phone? And when I did they seemed very rushed/ flustered? It seems like they may need to hire more phone staff.

AXA are a greedy company and attempt to rip off their 'so called' loyal customers.
Despite making no claims since being with them the last year (April 2023-April 2024) They quoted a 2024-2025 renewal price well over £820!! I'm currently paying £400 ISH a year. That's a 100% increase yet I haven't made a claim!!
Sheer greed. When I spoke with them on the phone they couldn't even justify it, claiming that more people have claimed off them thus increasing their costs (yeah right. Poor excuses no ones overheads have gone up 100%)
Greedy, money grabbing firm that attempts to rip off it's customers. Avoid them at all costs.
I've renewed with one of their competitors and matched last year's quote of £400 ISH a year. I won't be using AXA ever again as I despise companies who deliberately set out to rip off their customers.

AXA is a disgusting, dishonest company. If you can’t get insurance through a better provider, you are better off with NO INSURANCE. Take the money you would otherwise be pissing away in premiums to AXA and save it to put towards paying directly for damages you would not be able to collect from AXA.

It appears that their business strategy is to make filing a claim so close to impossible that you will get exhausted with their never ending list of requirements and give up, which I did.

When my house in San José del Cabo was robbed in December 2023, the adjuster sent me a long list of documents he needed.

A regular police report was not enough for them, so they required me to file a report with the Public Ministry which was the biggest nightmare ever. I had to go there 4 times (totaling over 10 hours between driving and waiting) to get the report. The Public Ministry is also set up to make it as exhausting as possible to get what you need…which I am guessing that AXA is aware of and uses to its benefit.

It took me 2 months and about 20 hours of work to pull together everything on the list that the AXA adjuster sent me, all for a $3000 USD claim.

After successfully sending the adjuster everything he asked me for, they came back to me and said that the Public Ministry report was not sufficient because it didn’t specify that it was a violent break-in and because the prices of all the items stolen were not listed in the report.

Here is the line item taken from the adjustor’s list word for word:

“Minutes drawn up before an Agent of the Public Ministry with Ministerial Faith describing the stolen items.”

I don’t see any mention of violent entry or prices in that statement, which means they didn’t ask me for it until I had already done all the work to acquire the report from the Public Ministry. 

Stay away from this disgusting company. Now I understand why their reviews are horrendous. I should have read them before getting this policy.

And if you are in Los Cabos, I’d also recommend avoiding the agent Rosario Espejel Castaneda, not only because she sells this horrible insurance product as good but because she completely failed to help me navigate this corrupt process, making the stupid decision to ask my property manager for things without copying me or making sure I also knew they were necessary.

Dont use. I had insurance with them for ahes and tjen one day it was cancelled i asked why, and they said identity theft. I said huh i given my real names what u talking about. They said they are not allowed to tell me. Some bs. No wonder they got no stars

A total disgrace of a company! My motor insurance was up for renewal, AXA attempted to increase my premium in excess of 100%! When I queried why, the only answer I got was ‘all insurance premiums have increased! This is inspite of my telling them I was aware of this fact. No explanation of why the 100% excess.
Three times I asked and got the same inane reply each time. No changes to my cover, no claims and in excess of 20 Yeats NCB, and a clean driving licence.
I have now, naturally changed companies and saved in excess of £500! What a total disgrace of a rip-off company.

Insurance company and loss adjusters do everything they can to get out of accepting a completely legitimate storm claim. We, a young family with a baby, have been left in a very vulnerable position and are under considerable financial strain, as a result of the dishonesty, unprofessionalism and bias of Crawfords and AXA.

Following the storm damage to our property (almost 5 weeks ago), where our roof blew off and the ceiling collapsed in our home, we were misled on numerous occasions by multiple employees of Crawford. Initially, when dealing with alternative accommodation (which we are covered for), Crawford assured me that alternative accommodation would be provided for us (as our home was not safe to live in) and that the cost of accommodation would be covered by our policy regardless of the outcome of our claim. Then, following the report from the Loss Adjuster, after inspection, they then went back on their word and refused to reimburse the money, leaving us over £3000 out of pocket. Fortunately, after filing a formal complaint with AXA (with proof), they then backtracked and agreed to pay the money.

Crawfords did not act professionally when dealing with our claim. We have been made to feel, on a number of occasions, that Crawfords were seeking any possible reason to invalidate our claim rather than properly considering our policy and the damage caused by the storm. During the inspection, the loss adjuster made a number of unprofessional, untoward comments, alluding to the fact that our claim may be rejected. This was despite the fact that he did not have any evidence to base these comments on. The loss adjuster was looking for any reason to reject our claim rather than dealing with it in an unbiased manner. This then led to our claim being rejected. Many aspects of the report are incorrect or completely false and the report itself has a number of grammatical and spelling mistakes which suggest it had been rushed. The loss adjuster also openly admits in his own report that he did not even bother to inspect the roof during his visit, which was the primary source of damage. In addition, the events were not recorded in chronological order, the loss adjuster claimed that there was mould on the timbers predating the storm (we have photos to completely dispute this), and that we had said things that we had not.

As our claim was rejected based on lies, we have had no choice but to move back home in our damaged property. Despite us taking as many precautions as we can, we still do not consider our home a safe place to live given the risks of water damage to the electrics and the long-term effects of the damp and mould. However, due to the actions of Crawford and the delay in AXA dealing with this, we have no other options as we cannot afford to pay for alternative accommodation ourselves and a mortgage. Our concerns are also heightened by the fact we have a baby daughter.

Our official complaint and appeal has been filed with AXA (who have said that they process appeals within an 8 week timeframe) and since sending the documents of evidence, I have still had no response.

The way we have been treated during the course of our claim has had such a detrimental impact on our family. We have been let down so badly by all companies involved, including AXA.

Decent pricing for my first year with them.
Renewal for second year was more than €500 higher than previous year.
No factors had changed during this time to contribute to a higher premium. Seems like they don't want business.

I booked a cruise through p and o. (separate review on their appalling service). Had to cancel due to a family bereavement. I had booked via Tesco insurance where they use AXA as the insurer.
In phone contact they were sympathetic and helpful as could not to claim on the online system due to a glitch so they ran it through for me. yes, I had to send. Documents but for £1100 compensation that isn’t unreasonable. I sent an email one week later. For present position, I received phone call advised paying out, no issues and money was in our account 72 hours later incl texts and emails to advise us of this. Brilliant.

AXA travel insurance is a fraud. I filed a claim back in October 2023 for 150 euros. I have been contacting them monthly, but I have not heard back from them. I don't recommend this travel insurance company. STAY AWAY FROM THIS COMPANY!!!

It's impossible to get through to them over the phone. They don't email, don't call when their IVI system fails to upload the photos to their system. Getting a replacement car took 3 weeks and I had to phone around. I have been trying to get through to them to discuss my claims and nobody ever picks up the phone or the automated system sends you to the wrong department. I have emailed them 2 weeks ago to complaint but all I got back was an automated email that it will take something like 6 weeks to view my email. Although the email dates for today, I have been consistently trying to phone them the past week.

During the recent storm, we had tiles fall inside our roof leading to vast amounts of water coming through our electric light fittings in the ceiling. Because there was so much water coming in, I got a roofer round who fixed it within 5 days. When I started the claim with Axa, they told me I should never have gotten it fixed and I should have waited for them. I explained about the vast amount of water and the electrical issues that would have been worse but I agreed I wouldn't fix the electrical issues until they could inspect it. 3 weeks later I was still waiting for them to come back and we had a lot of rain in that time so if I hadn't fixed the roof, the damage would have been far far worse. In that time, we had to switch the electrics back on upstairs (it took us about 2 weeks as we wanted to make sure it had properly dried out) but there was some humming and it didn't sound safe. I phoned Axa and emailed them eventually having someone coming back saying that they couldn't get hold of the loss adjusters either so they weren't sure what to do... I then escalated my complaint and got a woman called Zoe who basically asked me what the issue was, said that it was my fault as the loss adjusters tried to call us (they hadn't) and that they hadn't even sent our claim to the loss adjusters yet (so how could the loss adjusters have called me if they hadn't yet received any documentation from Axa??). She then went on to say it was completely my fault but she would ask them to come back to me anyway. She also asked me why we hadn't fixed the electrical faults despite being told by her colleague under no circumstances get anything else fixed!?!? What was made worse was that our home insurance was up for renewal and their quote was about £300 more expensive than the other quotes that I received so I knew they were blatantly hanging around so that I would have to pay more to renew with them. I called them out on this and said I would go to the ombudsman if they didn't come back immediately. Suddenly the loss adjuster mysteriously came back from holiday and they dealt with the claim very quickly however it did take more chasing to actually get the money out of Axa and the amount which has been paid is £131 less than it should be. Of course I'm still chasing and getting 0 responses from them but thankfully the majority of the money was received the day before the renewal so I was able to go with a much more reputable company going forwards. Would not recommend this company to anyone even though I seem to have had a bit more luck than the other people who have left reviews.

Terrible service. Took approx 7 months for my car to be repaired. Never again ! Left them now for a better company

We are having an unfortunate experience with AXA home insurance and their representatives that I feel compelled to share.

My Mum is an elderly stroke survivor, who had hoped for a caring and supportive insurance provider, but our 18-month ordeal has left us deeply disappointed and traumatized.

From the very beginning, we faced poor service from Axa. My Mum’s home is a health hazard and her living room, where she spends much of her day, has been a construction site due to a concrete floor being dug up. This is not only inconvenient for a frail old lady but also jeopardizes her health and safety.

What troubles me even more is the question of whether Axa's treatment of my Mum was specific to our circumstances or if it's indicative of how they treat all their customers. I cannot help but wonder if my experience was influenced by my ethnicity, as I am a person of color.

I urge Axa to take a hard look at their customer service and the way they handle claims, especially for vulnerable individuals. No one should have to endure the distress we have experienced. I hope my review serves as a wake-up call to Axa to improve their service and ensure fair and equal treatment for all their policyholders.

Staff send polite emails apologizing for their poor performance and the performance of the poorly rated companies that they use as loss adjusters but the fact remains that my Mum’s claim is stuck. Having initially low-balled their offer, they have increased their offer but it’s still way short of what the work will cost, particularly in light of rising costs, they expect an elderly pensioner to make up the difference. Had they paid out timely 18 months ago, it would have cost Axa a lot less.

Having tried to resolve things amicably, I have no option than to write to the Ombudsman. For anyone looking for home insurance, please be warned. My Mum’s experience as a stroke survivor has been horrific. No company should take advantage of an elderly customer and make their poor health worse. The time and effort I have had to put in with Axa and their representatives should have been devoted to help my Mum.

STAY AWAY FROM THEM!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
You will regret once you will be involved in an incident! No matter if you find different insurer a bit more expensive on , take it!! But don’t choose AXA!!!!
I have been involved in a rear end collision(not my fault), a taxi drove straight in to my rear. I did the claim in March since then I’m still waiting for them to close the case and still nothing happened. I rang them 3 weeks ago to ask why my claim is still open and they said because they have not received the money from the taxi company insurance .I have asked how long will take roughly to claim the money , they said “there it’s no minimum or maximum “ The issue here is that my renewal has arrived and the insurance has increased from £750/year to £2700 , and somehow I'm trapped in their dirty game because my non claim bonus has been affected from 8 years to 4 years because the claim it’s not closed , and of course I have rejected the renewal because the price it’s on the moon.Because I have not took the renewal they have issued my non claim bonus, and guess what… it’s 4 years, because they have not been paid for the repair yet….
Scammers!!!!!

Beware, Axa are stiffing customers. An automatic 18% increase on a claim free policy is not acceptable.
They are profiteering when people can afford it least.

I wish I could give no star. I have a Sainsbury’s home insurance underwritten by AXA it covers pests inside the home. I tried to claim for flying ants only to find the cover stating 'pests inside the home' covers only rats mice and hornets. Absolute criminal taking premiums under false pretences. Rip off please avoid at all costs