AXA UK Car and Home Reviews 

Typical, Typical, Typical. They always fall short when having to pay out.

As of today, it’s been 6 weeks since I made the initial claim call.

One of a few items lost was my Iphone.

Of course I had to get a new iphone immediately after losing it, knowing they would cover the cost. They didn’t.

Upon settlement they notified me they could get the iphone £200 cheaper. but who would have waited 6 weeks without a phone? No one.

I asked the file officier ‘Would you wait 6 weeks for your insurance company to give you an iphone, or would you buy a new iphone the day after losing it’ ‘Sorry sir, i can’t answer that’. Yes because Im right and you’re getting out of paying.

Don’t use this company.

AXA UK’s website was easy to use. All the info I needed was explained. The cost of my Home Contents Insurance was fair, covering everything I wanted. I would recommend them.

My focus is on the competences and culture of the Car Claims Department of AXA Insurance. I was involved in a collision with a racing cyclist on a roundabout, the cyclist correctly claiming that collision was on the side of my car, later claiming that I caught him up and hit him from behind, sustaining mouth injuries and a broken finger, then claiming compensation. An AXA Body Injury Claims Advisor sent an agent to me who worked from home and after gathering information from me, prematurely tried to press me into signing an Affidavit on his laptop. My subsequent communications were ignored. Thereafter AXA Car Claims become involved, but consistently failed over many months to answer my email and telephone communications. AXA Car Claims also did not respond to a claim from the solicitors of the cyclist for compensation for over 2 years, who then had to charge me to defend my self in court in order to make progress. Whereas the cyclist was fit enough to stand on the pavement and speak with me in a friendly manner, the claim against me was for a rediculas £100,000, including for loss of libido, £4,000 for gratuitous care, £5,000 for “Other.”An excellent litigation solicitor was appointed by AXA Car Claims who investigated and produced a sound Defence Statement, intended for negotiation, which I signed. However, the investigating solicitors received instructions from AXA Car Claims to settle without further delay and the £100,000 was paid, to my great dismay.

Having been asked by AXA Customer Services to provide more detail, I say as follows:

The primary object of my review was to bring to the attention of higher level AXA management the culture and practices of the Car Claims Department. In particular the lack of communication, in the hope of an investigation leading to an improved customer service.

My Case Reference Number is 200-046-9691. This should contain many of my emails which were not answered together with documentation such as my own Defence Statement and the report of a Consulting Automotive Engineer and Road Traffic Accident Investigator.

I could convey pages of detail, which would not be appropriate for this platform owing to its length, but I would be happy to submit further detail to customer services direct if asked to do so.

Hard work as I was calling on behalf of a 91 year-old man who was with me at the time of the phone call but the rules and regulations were too tight and it was hard to sort out his renewal, we got there in the end. It was a very stressful hour.

Arranged car insurance, very easily. Very easy to follow instructions and satisfied with outcome

AXA have been very helpful throughout 👏

Helpful and efficient

Poor customer service and responses to queries, not addressing key issues.
Unclear about NCD and mis-sold product.

Price was competitive and not very increased from previously

This company is a scam. They make you suffer and are trained to give you psycological suffering and financial loss

I will never use this company again, bad communication and they use repairers who dont seem in any hurry to complete the repairs.I started the claim on the 10th June the motorhome was eventually picked up on the 29th June they seem to somehow lose the van for two weeks and it was finally delivered to the repairers on the 15/16 July. After no communication I phoned and was told the repairs are down to be completed on the 23rd July after again no communication I phoned on the 23rd and was told they are waiting for the replacement window to come in ,then I receive a message the window has been ordered and it will take 6 to 10 days may be sooner. On the 30th I needed somethings from the motorhome ( not expecting the repair would take so long )and then was told the van was in the workshop and I could not go to it although the receptionist did offer to look for what I wanted, and was told they are also waiting for the motif and window so it looks like they are now finally started work on the body repair

I altered my cover with change of car.I received a warning letter from the police saying I was not insured.You had my money I had not confirmed the transaction,next page.
Why as you had my money for sometime did you not make contact.

It was simple to make the change I needed and because it was on line there was no charge

Having had issues with this company this week regarding a breakdown that was handled in anappalling way today I had to speak with them regarding my new renewal. This I cannot understand. I removed a second driver from the policy and my breakdown cover due to the bad service I got when I broke down. I had already had a renewal cost and to my surprise by taking the driver and breakdown off I was told by the advisor it put the cost up instead of down as one was the costly breakdown. What a company. Just be aware of how they operate. No worth dealing with.

Easy to use online service

How easy it was to use. The lady was very personable and she managed to talk me through changing my car very quickly and efficiently.

Excellent 👍

I was changing car and updating the details, was easy to navigate