AXA Reviews 179

I didn't make a claim but I did make a complaint about AXA UK customer service. The replies I received were dishonest, corrupt and bullying. After being with AXA for many years I shall never go back to them - they are degenerate bullies.

waited for an hour and 30 mins on hold to speak to someone

Axa claims handling are the purest of the worst. I never directly inusred with them however as many will find out they underwrite many policies and are the claims handler. Thier hidden agenda is not to pay out help or assist in your hour of need. Only when I went back to the Named insurance company did i get any movement on the claims. From 3 travel insurance claims being denied / refused to being upheld in my favour and now a home emergency claim aslo being upheld in my favour. Abolutely the worst in customer care administration, process communiation everything doing the devils work buyer beware.

Really Awful claims Experience - easy to buy, but underwritten by AXA who are very vindictive and will do anything to avoid paying out on a claim. Our policy wording states 'medical practitioner' must advise you not to travel, but the certificate they demand you complete is for only one type of medical practitioner. They denied and closed our claim whilst refusing to provide the certificate template they demanded we complete. They closed our claim whilst we are still are waiting for the outcome of our complaint

Rang company as car breakdown insurance renewal had increased from £34 this year to £80 for renewal. Comparison sites showed AXA car breakdown cover for £40. The Axa customer service lady was very rude. Tried to tell us that the cost increased for cars 5 to 10 years old. Our car is 7 and the price hasn't increased much past few years. When I mentioned the comparison site price I was told that if I took that policy they wouldn't help if we claimed as it didn't cover older cars, despite reading out the information to her that said it covered cars upto 15 years old. She kept repeating about AXA not covering cars over 15 even though she repeatedly said our car was 7 years old. Consequently I told her to cancel the renewal and I have now got a better deal with another company.

Absolutely Appalling
Without any agreement or consent, our car insurance was automatically renewed — despite us having unticked the auto-renewal option and already securing a new policy elsewhere. Even worse, they attempted to charge the full annual premium for a policy we never agreed to.

After several emails disputing this, their response was nothing short of laughable: they still insist we owe them the full annual amount, even though the insurance is cancelled and no longer valid.

Frankly, it's disgraceful. An utter shambles of a service.

They are the worst one I have done in my life, took 5 months for them to come back to me saying they decline my claim refund as when I signed the insurance contract I forgot to mention a years long mild thyroiditis condition that I keep under control and has not given me issues in years and that got nothing to do with the reason why I got hospitalised when I was on holiday and they said that because it is in my past medical history and was not declared in the policy I am not entitled to any reimbursement, they are just a bad joke and a total waste of time as I had to call them a gazillion of times in 5 months just to chase a negative reply, they are joking with ppl time and money, stay away from this scam of a company. Waste of time and money!!!

I would give them 0 stars if I could. They have very long waiting times on the phones and I wish I didn't go through these guys anymore. They messed me about with the courtesy car told them my car was driveable when it wasn't! Yet they told the car repairs guys that it wasn't driveable! Clearly trying to save money at my expense

Took out AXA PPP dental NHS cover to be told that even thought I’m registered as a NHS patient in a private practice they don’t cover the cost/part cost of my crown treatment. I was not expecting them to cover the whole cost because I chose to have a better quality crown. But the way it’s worded in the terms and conditions of the agreement, I understood I would be reimbursed for part of the cost…. So be really careful choosing this policy…. It’s not made very clear But as always insurance companies find a way to declined the claim……
Totally a waste of money……

I was hit by a 3rd party car on rear end while sitting stationary they took 550 excess and said I would get it back if 3rd party claimed liability they did 4 months on nothing been on the phone today 85 minutes got cut of 4 times and I was polite never go near this company again

I had to cancel my holiday due to a broken shoulder, but AXA continually denied and refused to pay my travel insurance claim - they even lied to me about what was covered under my policy. I raised a complaint with their internal complaints department which was upheld and I received £200 compensation, but their Claims Department still refused to pay out - I guess they were hoping that I would just give up!

In the end after months of emails, I issued proceedings in Courts - funny thing - as soon as they received the Court Documents they agreed to settle and pay the full claim (plus interest and court fees).

It was a lot of hassle and I just wish they would change their approach from deny, deny, deny, lie and deny to one where they pay out speedily on legitimate claims

The most unscrupulous, evil company I have ever dealt with.

Bought flight ticket and Axa insurance in case of illness with it. Unfortunately couldn’t use ticket as got serious illness and could not take long flight.
As per policies cancelled flight and submitted claim with all needed papers in the beginning of March. It is 1.5 months now they review my claim. Tried to reach several times designated to me agent but no clear responses when will be decision.
The worst experience, never had such experience with any other insurance company

I agree with the other negative posts about Axa. I strongly suggest to avoid them. Although I have not personally been robbed or deceived, but i came quite close, as I spotted what they were up to & managed with some difficulty to cancel an auto-renewal, & insured with a different provider. I'd say their business practice is underhand & devious. They set up an auto-renew, well hidden in the small print, of my original policy & then, near the time of renewal, notified me with a new much increased car policy charge, saying they will go ahead & renew it. I tried to phone, after getting thought a very long disclaimer message ...which no decent company should ever need to be doing, showing how much trouble they've had for their dubious business practices, waited forever, & then went online. Their policy cancellation method is, in my opinion deliberately opaque, demanding reasons for leaving, options to speak to someone etc etc. If you don't jump through those hoops you won't have cancelled their renewal properly, & they can go ahead & take your money, so watch out for that, & take screenshots throughout the process. If they did manage to take your money, i imagine you'd have a hell of a job getting it back. I eventually got to the end & was able to screenshot a final statement that my policy was cancelled, but it was a real rigmarole. I will never do business with AXA again, & suggest others avoid them. They are devious & unscrupulous, & prey on customers like me, a pensioner in my 70's, no doubt hoping they can con/force me & other older ones into taking their inflated car insurance rates .

Avoid this company at all costs. Our car insurance increased for no reason. We told that we will not renew our contract, and we need a confirmation of cancellation. The company said that we will be able to cancel. After a week, we asked the company again where our confirmation is and then they told us that we need to send a registered letter to them about the cancellation! On the 27th of February we sent a registered letter, on the 28th they've received it. On the 5th of March, we wrote them an E-Mail regarding where our cancellation confirmation is. On the same day, they responded by writing that they registered our letter. On the 14th of March, we asked them again and just then received an official confirmation that our cancellation letter was registered!!!!!!! So they waste more than 2 weeks for that. Before they told us that we should send our cancellation letter till 28.02.205 which we did.
So looks like company playing games and do not respect their customers. We still waiting respond from them. The main problem that AXA created so much stress to us, because we have little time for new insurance with another company.
AXA company looking just for new clients, but when you became , next day they do not care about you and do everything that you insurance can not be cancel at all cost!!!!!
Very disgraceful and dirty business. So disappointed!

They should be ashamed - denying claims that are medically necessary from multiple doctors but not in the eyes of AXA. Telling you to pay and submit a bill, then denying it after.

AXA car insurance and Copart UK are running a very dishonest business. My car hit a central reservation and needed to be taken off the road. The car was taken for assessment and stored last night but by this morning I was being told it would be written off despite the fact it recently had a service, was in great condition, has low mileage and is 14 years old.
This feels like a 'stitch up' as both webuyanycare and motorway offered me £2000 less than I paid 12 years ago as HONDA Jazz vehicles are known to be reliable.
I feel this is an awful way to run a business and the partnership is clearly lucrative for them but not me as a small individual who had an accident. They have just increased my stress.

I recently had a frustrating experience with AXA Insurance, and I feel compelled to warn others before they waste their money.

I purchased their Schengen travel insurance as required for my visa application, only to have my visa processing delayed due to circumstances beyond my control. The consulate specifically asked me to update the start date of my insurance to match my new visa dates. Sounds like a simple request, right? Not with this company.

Despite the fact that their website even has an option to modify policy dates, their customer service refused to make a basic change. Instead, they told me that their system is “under development” and that the only way to adjust my coverage dates is to purchase a completely new policy—meaning I’d have to pay twice for the exact same coverage.

When I asked for a refund so I could purchase a new policy, they refused, citing rigid cancellation policies that don’t account for basic travel changes. Their only refund conditions are:

If you cancel within 14 days of purchase (as long as the policy hasn’t started yet).

If your visa is denied (with proof from the embassy).

But what if your travel dates change due to official delays? Too bad. They will force you to buy a new policy instead of accommodating a simple date adjustment.

This is terrible customer service, and it’s clear that they are more interested in squeezing money out of customers than actually providing a useful service. Travel plans change all the time, and any reputable insurance company should be able to accommodate a simple start date adjustment.

I strongly advise against using AXA Insurance for your travel insurance. There are far better and more reliable providers out there. Learn from my mistake and take your business elsewhere!

Take too long to process claims. Twice now I have been left paying for emergency vehicle repairs because they would not authorise the repair quickly enough, and then I was charged an additional excess because I didn't use their authorised repairer (but I had no choice because they were not responsive enough in the first place). Shocking service. I'm changing car insurers.

they will DENY and DELAY, both when youre in critical condition in hospital and after. some specific examples:
-took them 3 days to move me to a new hospital in cambodia when the one i was in was sub-par i.e. electricity was cutting out, no food provided etc
-they paid for the transfer and then half an hour later when i was in a&e at the new hospital the doctors told me they couldnt get hold of the insurance and asked me for a 1000usd deposit
-i could not get hold of them when i had to go back as an outpatient 2 days later
-when i got home and tried to claim back my outpatient expenses they ignored my emails, tried to tell me they didnt have my bank details despite multiple emails (they later admitted they did actually have them), sent one word emails telling me 'we dont have the document on file' without specifying which document they did not have (again, the hospital had transferred all of this information to them at the time), and i was looking at emails they had replied to with the information they had requested in them
-refused to cover/provide information/respond to me on how to claim for other costs incurred by my hospital stay, such as new flights and hotels i had to book