AXA Reviews 179

After initially having a very frustrating experience with AXA due to long delays and lack of responses regarding a simple guidance request, I filed a formal complaint. I’m pleased to say that AXA got back to me shortly after and offered a £100 compensation for the delay, which I accepted.

I appreciate when a company recognises its mistakes and makes an effort to put things right. This gesture shows respect for the customer, and it restored my confidence in the service.

Because of the way AXA handled the situation after my complaint, I’m updating my review. I hope that if I ever need to use their support again, the response time will be faster — but I’m glad to see they are willing to resolve issues fairly.

Based on this experience, I can recommend AXA for their willingness to correct mistakes and take customer concerns seriously.
Policy number: 550285878

Having now read other reviews of this scandalous company my biggest regret is that I didn’t read the reviews before purchasing travel insurance. After all AXA is a reputable, 'respected' company, right? Having arranged insurance in April for a holiday of a lifetime we were due to take in June, through Leisureguard in partnership with AXA, my husband was informed 2 days prior to our flight that he had Cauda Equina Syndrome. Left untreated this could lead to incontinence and a wheelchair for the rest of his life (this affects 1 to 3 people in every 100,000). With this horrifying information, and on advice from the consultant that it would be a big and very expensive medical problem in the country we were going to, we decided it was best to cancel our holiday. Following all the usual attempts at claiming our money back (as others have), we found that AXA denied our claim saying that we hadn’t told them!!! This medical condition, as mentioned, was just given to us 2 days before our holiday! Eventually after I complained they offered us 59% back as we had not disclosed this in the original insurance (unbelievable) and said that had we let them know we could have added a further £219.00 to our premium which would have covered this. Reading other reviews it would appear that, had we gone for this option and if the unspeakable had happened while away, AXA would most definitely have not paid out. The cost in the UK for an operation of this type is £10,000 - £17,000 and had we have had to seek an operation at our holiday destination this would have been far more and possibly not even a condition they would be able to deal with at all. Would AXA have paid out – of course not. The grief for this whole experience has been enormous, and I can only reiterate what others have said – SCAMMERS, SCAMMERS, DO NOT USE THIS COMPANY. There are so many reviews warning others against this company except for, surprise, surprise, reviews on the actual AXA website where reviews are glowing… Funny that. I would also like to repeat again, as others have, they are SCAMMERS. DO NOT EVEN CONTEMPLATE THIS COMPANY, GO TO A REPUTABLE COMPANY WITH GOOD REVIEWS. They should be struck off. I also received, as a parting gift from AXA, a letter expressing concern and wishing my husband well with his problem which I can only assume comes from a long list of generic AXA sympathy letters which I found condescending and insulting.
I am trying to posting this on AXA’s website but it appears you are not able to so. Therefore how come they have good reviews on there?

An absolute disgrace, should get minus a million stars and be closed down. The worst customer service I have ever come across in my life. Their app is a total joke and if you expect an answer to an email, forget it. They claim to deal with authorisations for medical cover within 48 hours. They don't, they ignore you. They claim to have an English speaking helpline. They don't. A Spanish speaker will claim an English speaker will ring you back. Guess what? They don't. They publish lists of health centres and professionals that they work with and then deny you the coverage to see your own doctor. 20 years with Agrupacio and they were bought out by this bunch of crooks. They are liars and fraudsters and NO ONE should EVER consider taking a policy with them. Better to put your money in the bin. AXA I'm really sorry I had cancer but when I needed help you pixxed all over me

Q.When is a cancelled flight not included?
A.When the first sector is considered public transport.
Unbelievable but our Edinburgh Heathrow was cancelled causing us to miss our connection to Dubai and forfeiting first night stay in hotel.
Watch out for these people

My attached letter that was posted today and prior several times to AVIVA CEO is self explanatory.
Re: Policy 7945145 -
Unacceptable Delays and Service Failures

I am writing to express my extreme frustration and disappointment with the service I have received from Aviva regarding my policy 7945145. Despite my repeated efforts to update my bank details, I have been met with inexplicable delays, unnecessary requests for documentation, and a general lack of transparency.
As you are aware, I have been trying to change my bank address with Aviva since February 2024 .This process has been ongoing for 20 months, during which time I have sent three registered express letters, 26 emails, and made three telephone calls, including one that lasted 50 minutes last Wednesday. It is unacceptable that such a simple task has taken so long and required so much effort from me.
Furthermore, my payments have been outstanding for 18 months, causing me significant financial inconvenience. I have had to invest considerable time and resources in pursuing this matter, including engaging a lawyer to verify my documents. Despite this, Aviva has continued to find ways to delay the process, including requesting my lawyer to call them in England to verify the documents, without informing me of this requirement.
I am appalled by the level of service I have received from Aviva, and I believe it falls far short of what I should expect as a customer. I urge you to take immediate action to rectify this situation and ensure that my payments are brought up to date. I request that you:
• Process the bank address change immediately
• Release all outstanding payments, including those dating back 18 months
• Review the handling of my case and take steps to prevent similar service failures in the future.
. Reimbursement of all my costs to date (£187.00).

I expect a prompt response regarding the actions you will take to resolve this matter. If I do not receive a satisfactory response, I will be forced to escalate this issue to the Financial Ombudsman Service and share my experience with the media.

Under no circumstances use AXA insurance. I just went through 10 weeks of hell trying to get paid £20k for a travel claim. There were no disputes and at the start was told it would be paid in 10 days.
The worst insurance company I have ever experienced. I have now been paid but had nearly 3 months of stress.

When is the Home emergency not to hold an emergency? When it's referred to AXA! Try to lodge a claim as water coming through the downstairs ceiling. AXA said they would not be sending anyone to turn off the water as I had already done so! Although the policy clearly states this is covered emergency repairs. Three phone calls later still refusing to arrange to send anyone? So I'll have to write the ombudsman as they are being unreasonable and the policies are not fit for purpose.

A vehicle collided with my house damaging it. I claimed from the drivers insurance with axa. They have used every trick in the book to avoid paying up. I have the police incident report and video of the collision. I have spent days on the phone and sent scores of emails to axa. I have contacted the complaints dept. They have still not settled the claim. As a 76 year old disabled pensioner I feel axa have behaved abominably throughout and are not to be trusted . Their insurance policies are not worth the paper they are printed on

Claim regarding stolen documents. forms worked fine. Then the settlement offer letter wrongly included an excess which was not on the schedule. I rang them up and question this - the young woman answering the phone complained to me about the training they are given ("they don't show me how to do anything" or something along those lines). Eventually, after consulting her managers, they agreed to remove the excess and I thought that the matter was resolved. Until I received the actual settlement which again wrongly excluded the excess. I have just called them again, and once again not too impressed by the manner of the agents ("cool", "I am very efficient" etc'). Looks like their training is seriously lacking. I am not sure if I will get the money that I am due. In any case, I will try to avoid them in the future.

14hrs after reporting for a claim under "Home EMERGENCY" through my bank apart from an initial text to confirm receipt i have heard nothing.
I called on the number supplied & selected the option for existing claims, waited 30 mins on hold (listening to a message telling me to have my claim number handy EVERY 15 SECONDS) to then be told I would be put through! Another 15mins on hold for it to hang up.
Process repeated (yes all of it) to eventually get to the right team (maybe), after checking details was told it was a system error & they would push it through & to expect a text in minutes.
2hrs later no text & have no clue if my emergency will be sorted.

I tried to make a make a claim for dental incident through Southdowns
I called to insurance company for an advice. I was told to make a claim I need only invoice/receipt.
After that AXA (claim company) asked me for medical record. I couldn't provide it. How if accident happen abroad.
Then company asked me for full medical record from gp.
They are looking for anything to decline a claim.
I know from they reviews they don't care about reviews at all. Another for their collection
Do NOT recommend to anyone

Axa driver drove into my store and I was badly damaged. He drove off leaving me injured. Axa did not compensated me for 8 months
my injuries for the shop front has disabled
shame on you axa

I have been with Axa for years. this is my first time to make a claim, they refused to pay. I have made my claim since January 2025, now we are August 2025. Nothing has happen, it make me to question Axa if my skin colour and race is a factor.
I took the matter to financial ombudsman which find Axa not behaving fairly. They refused to fully cooperate. I am waiting for final decision from financial ombudsman, then i will know how to proceed.
I am very supprised and extremely disappointed that in 21st century, a big insurance with such a name is behaving like that in modern Britain.
I will not and never recommend them.

Axa refused to renew my car insurance for no reason whatsoever despite me having 20+ years of no claims. Shabby outfit but I've reinsured with another company for less.

I honestly dont understand how there's so many negative reviews. I put claim in for a cancelled holiday on the 4th of june and received money today. Yes it does take quite abit of time but they are an insurance company. All insurance companies need all the relevant documents to be able to determine peoples claims. Otherwise everyone would make a claim!!. Everytime i called my call was answered within 2 minutes. My claim would of been settled few wks ago but i missed the email (my own fault)

Took out travel insurance as underwritten by AXA. The policy asks for incurring expenses first then claiming back afterwards. I had an incident in France and needed repatriation back to the UK whilst on my travels. AXA refused to settle my claim on my travel expenses and only partially refunded my lossos of items. AXA will never see me again on taking out medical, home or travel insurance.

I was given the name of a 'preferred supplier' from AXA to use to repair damage to my car. When the garage presented the quote back to AXA they (AXA) rejected it! How is that 'preferred'? Pathetic!

Do not buy an insurance policy from the AXA if you do not want your life to turn up Upside down.
Unproofing greed, hypocrisy, follow -up of corporate interests leading to personality (bonuses).
For the twelfth month of the date of the incident.
Unprofessionalism - an engineer of them for the damage describing, by chance it does not notify the size of the tire grapper (80+ % Live)
Greed - the car is not evaluated by Market Value and the technical condition of the car. They are not interested in the overall damage resulting from the incident without guilt, and they also, as mine insurance company, "cut ou
Own head with the guillotine", not the third party that has to get damage and Liability Responsibility. Hypocrisy, after their solution, I still wait for my question that I was to choose which of the two possible variants for us. From a previous experience, I know that with goodwill and a professional in their work, the case can be completed in 10 minutes. I'm talking about Third Party in the previous incident-I can only express thanks for this company---do you remember that even then I waited for 7 months and came in contact with the other company? We started lawsuits. And as you can see, I follow my promises. I can't wait to see you face to face in the courtroom. I also plan a trip to Paris head office in September. Have a Light and successful, full of bonuses day

Terrible communication, kept me on the phone for nearly 2 hours. They don't reply to emails. As I have sent several emails to different staff members I can only assume this is part of their organisational culture.They have not paid me anything after my accident and customer care is non existant. They are lacking in empathy I will never go with them again.

AXA UK NORTHERN IRELAND IS A DISGRACE
I wish I never got insured with AXA motor insurance, after all these years I have never had an accident or claimed anything. On the 6th of July whilst driving our car caught fire and exploded, luckily everything happened whilst we were passing the police car and they stopped and helped us and got the fire department as soon as possible unfortunately the car was burnt beyond repair, we made a claim and sent everything they requested including photos and videos etc, they sent an inspector out to check etc, this incident was all over the papers and social media. Till today they are sending us from one person to another, we haven’t got any help and we are stuck without a car or an alternative car to use and they are not processing our claim , when we call we are told they are waiting for engineer etc, since the 6th nothing has been done . What a disgrace AXA is I would not recommend a friend or family to use them at all cost because they have no customer service whatsoever.