AXA Reviews 179

Travel insurance I had a seizure whilst on a cruise in Norway on the 3rd of September 2024. We missed the rest of the cruise (4 days) spent 4 days in hospital, the hospital was amazing. Started the claim on the 3rd September 2024 and I'm still being told it's still on going. 3 times been told the claim is being passed for authorisation, still waiting. Repeatedly asked to provide information, which has been sent, the latest request was for the insurance certificate. surely you would have this as you sold the policy 🤔. Question, why would you not request ALL relevant documentation at the START of the claim, rather than requesting everything separately over a number of weeks? 🤔. Just a note, I had yo cancel a holiday as I have been told I have a hole in my skull and cannot fly. This insurance was with Staysure, we contacted them to advise of the situation and that the holiday needed to be cancelled, Staysure paid out the SAME week, actually with in couple days. WHY can 1 company do this with such easy but a big company like AXA has taken nearly 5.5 months? Why would I recommend a company that treats customers this way 🤔

I give them a BIG FAT ZERO!
AVOID LIKE THE PLAGUE!
watch out for companies they underwrite like HOME PROTECT & SWIFT COVER !
Also be aware of Crawford that treat you like crap & interrogate you ON behalf of AXA! see the reviews Crawford has!
THEY WONT PAY OUT. They make excuse after excuse!
A WHOLE YEAR PASSED STILL WAITING! While my home wooden building is rotting!
Creating BLACK MOULD EVERYWHERE! Breathing in SEWAGE and MOULD
ABSOLUTELY DISGUSTING!
Just offered £25 HUSH MONEY while they’re STILL dealing with the claim
That they are desperately trying to get out of!
A rebuild is what they said now it’s anything they can to get out of it!!!
Also when using AXA CAR INSURANCE… READ THE SMALL PRINT!
You pay extra incase of accident! Then THEY WONT PAY OUT! Deeming it YOUR FAULT when it WASN’T!
They say if you’re injured they only pay if the other is at fault!
Even though my accident WAS THEIR FAULT! AXA decided not to deal with it
Very rude!
I was left with serious injuries and NO CAR!
PLEASE TAKE ADVICE and
AVOID AXA

Purchased travel insurance underwritten by AXA. Was taken ill on holiday with a non urgent illness but could not fly on my original scheduled return date as a result. Followed the guidance issued to me to use their 24/7 online medical service for conditions that are not emergencies, got the doctors note, followed the advice, got the local medical certificate, purchased a new return flight for a later date (2 days later) and submitted my claim for the additional cost.
Denied because I "curtailed" my trip without permission from their emergency assisitance service. Curtailing is the exact opposit of what I did and not consistent with what actually happened so I complained, pointing out that they were clearly mistaken about my travel dates and had confused my original return date with my actual return date.
Denied again, this time for not following medical advice and flying back early (curtailing) again. Complained again so AXA requested I resupply the updated travel information as well as my original itinerary, receipts for the purchase, the medical certificate, doctors note and all medical records for the past 5 years related to existing conditions despite these not having any relation to the single instance of fever that I had whilst on holiday. Given I followed NHS guidance for travellers and also guidance for treating fever in adults as well as the actual instructions issued by AXA, I had expected the claim to be paid without issue.
Complaints are ignored, facts also ignored, reality is distorted by the settlement team so they can deny claims on spurious grounds. Waiting for the next denial and "final" decision so I can take them to the ombudsman and get my claim paid.
Update: 2 Jan 2025
Had another letter from AXA asking the same set of questions that I've already answered about travel insurance with other companies or through bank accounts etc. Also requesting the same medical records that have already been supplied. Obviously attempting to find any reason to deny my claim by spuriously linking it to anything they can in my medical history.

AXA are a terrible company. They willfully misinterpret facts to deny claims. They refuse to acknowledge their errors and do not appear to understand their own policy wording, conditions, instructions provided to insured parties or even common sense (would anyone really buy insurance that ended two days before their holiday?). Whilst their claims team are polite and friendly on the phone, their back office assessment teams are unprofessional, duplicitous and from my experience either intentionally dishonest or downright stupid.

BUYER BEWARE
DO NOT USE THIS COMPANY
Terrible customer service. No empthy, no support while abroad.
Claim refuse no reason given and not answering emails, waiting on complaint process to finalise then reporting to OMBUDSMAN
BRYER BEWARE

I have spent so much time and effort for the boiler breakdown claim, but finally they refused the claim. I was trying to find out the terms and conditions of the home emergency cover, but couldn't find any documents. They made any excuses as they want to deny the cover. We have paid for the cover for many years, but just found it's so useless until we made claim! So disappointed! Avoid!

I have a health insurance for foreign countries ... tarif AXA ALE. So far, I'm satisfied as they paid all my claims in a reasonable time without asking further questions. I can recommend this tarif as it is also not very expensive

put my claim in 6th december 2023 sent all the information, doctors letters hotel bills, hospital bills some twice i have been told on three separate phone calls it would be sorted in five working days still waiting this firm should be banned from operating

Have had travel insurance through them for a few years, only just now attempted to complain and the claim was denied without allowing us to send any information through.

So completely worthless... would avoid.

I experienced a breakdown on the motorway and utilized my road assistance coverage. As a result, I had to stay in a hotel for several days while my car was being serviced at a garage.

However, Axa has not reimbursed me as promised in our phone conversation, nor as stipulated in the contract. Additionally, despite several requests for an explanation regarding the refund amount, I have yet to receive a response after two months.

Furthermore, Axa contacted my garage to inquire about repair details, which I believe exceeds the limits of data protection protocols.

Really, 0 stars. Worst, I repeat, worst customer experience EVER. Made claims and received an email asking me to provide banking info. Did so and the application hung. Called customer service for the organization that processes payments, and they said checks will be mailed - don't stress that the online payment system hung. I asked why my banking info was required when I'm going to receive paper checks - no answer provided. Further, the amount I was to receive is far less than the expenses shown on my claims. Called AXA and asked for a breakdown on what I claimed and their payment. They said they don't provide that. From what I can see, travel insurance is a SCAM. Save yourself money, time, and aggravation and do not buy it.

Was just about to buy the 10k insurance. Called the clearly outsourced customer support, and she hung up the phone as soon as I finished my question clearly hearing me and if she didn’t then she could have asked. Can’t be bothered to call back after seeing the other reviews of crap customer service

I submitted a claim on 23 June 2022 and received a reply that their claims assessor would be in contact within a month. Not a word as of 12 August and no way of getting in contact with them. Their customer service number takes me to motor claims, which is no help at all. Best to find another company as AXA is a disgrace.

1. 3 days ago I called Axa and waited 30 mins.
2. Today Axa still have not provided any help and they won’t for 3-4 working days.
3. I am unwell and Axa want me to speak to 3 separate departments / 3rd parties.
Each department takes 30 mins to answer my call.
Customer Service is untrained and uncompassionate.
4. Axa is a joke of a service, so complicated.
5. Whoever works on service design for Axa should be sacked.
6. Choose another supplier, I can’t even get to see messages from Axa or get to see physic without login to a portal that apparently is not part of my policy. Not even Axa Member Online reps can work out why?
7. Save yourself days of frustration and go to another supplier.

Travelinsurance with this company is very difficult. They do not answer mail, phone will not be answered. Booked cancellation insurance, but there’s no contact possible for refund. One star is too much for this company!

Please stay away of this insurance company. They are horrible in handling claims and they don’t keep what they promise in their policies. They tell you go for emergency treatment and send the bills afterwards (on the phone) and once you file them they try run away from it finding excuses.

Absolutely first class service when I made a claim on my home insurance.
The payment was made a week after I claimed and they paid more than I asked for.

Terrible handling of claims. Terrible treatment of people claiming against them!