Breakdown cover is competitively priced. Website has had several glitches today - which would not go away, despite repeated attempts from scratch to provide cover for a second car. Needed to ring the... See more
Company replied
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Review summary
Created with AI, based on recent reviews
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Reviews shaping this summary
The discussion with your agent went really well, although there was an issue with the automated secure system, to take payment from my card. It was sorted in the end. I didn't receive any email confi... See more
Company replied
Only not given 5☆ as quite a long wait to be answered! Perhaps you could give an indication as to how long before call will be answered. Otherwise very good service and helpful assistant.
Company replied
I have used AXA for breakdown cover for a number of years now. On the few occasions I've had to report a breakdown the level of service has been on a par with the big names in this industry. Thi... See more
Company replied
Company details
Written by the company
Providing Home Emergency, Motor Breakdown and Excess Protection insurance. Monitored Monday - Friday, 9.00am - 5.00pm. To report an emergency, please call the number in your policy document. For feedback relating to Travel please visit https://uk.trustpilot.com/review/axa-travel-insurance.com
Contact info
Station Road 106-118, RH1 1PR, Redhill, United Kingdom
- axa-assistance.co.uk
3.9
Great
1k reviews
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12 minute waiting for call to buy…
12 minute waiting for call to buy something is pretty poor
30 March 2026
Reply from AXA Assistance
Good Morning, I am sorry to read of the difficulties you experienced, we will pass this on to the relevant team to feed this back. Kind Regards, Francesca
Policy renewal increase acceptable vs…
Policy renewal increase acceptable vs other options. Could have got cheaper but preferred to stay with reputable company
20 March 2026
Reply from AXA Assistance
Good Morning, Thank you for the feedback! We really appreciate this and will pass this on to the relevant team. Kind Regards, Francesca
The person on the phone was terrible…
The person on the phone was terrible went in to online it worked better 5/5
26 March 2026
Reply from AXA Assistance
Good morning, we appreciate your feedback and are sorry to learn your telephone experience was not positive. We will share your feedback with the relevant team to ensure improvements are made to our service and customer experience.
Quick and efficient service
25 March 2026
Reply from AXA Assistance
Good afternoon, we are pleased you found our service quick and efficient. Thank you for your positive feedback; we appreciate it!
Reply from AXA Assistance
Good afternoon, we are glad you found packages to suit your needs at a reasonable cost. Thank you for your positive feedback; it is much appreciated.
all straightforward ,with no…
all straightforward ,with no complications, increase in price for someone with a previous years no call outs or use was a bit "" salty"" otherwise no other complaint
15 March 2026
Reply from AXA Assistance
Good morning, we appreciate your review. We're glad your renewal was straightforward. We acknowledge your concern about the price increase despite your claim history, and we will take your feedback into consideration. Thank you.
Reply from AXA Assistance
Good Afternoon, Thank you for the positive feedback! We really appreciate this and will pass this on to the relevant team. Kind Regards, Francesca
Reply from AXA Assistance
Good Morning, Thank you for the positive feedback! We really appreciate this and will pass this on to the relevant team. Kind Regards, Francesca
Reply from AXA Assistance
Good Morning, Thank you for the positive feedback! Kind Regards, Francesca
Excellent customer when I telephoned to…
Excellent customer when I telephoned to change my address on my breakdown policy only to find it lapsed last year. Although we didn’t get to the bottom of how that occurred a new policy was set up without delay and the operator was most professional throughout and most helpful. Thank you!
18 March 2026
Reply from AXA Assistance
Good Morning, Thank you for the positive feedback! We really appreciate this and will pass this on to the relevant team. Kind Regards, Francesca
Quick and fast process but far too many email notifications!
Quick and fast process however my inbox has been inundated with emails about offering password resets, following up on a quote even after I purchased the policy and duplicate emails one after another saying the exact same things! I must have received about x15 emails over the process of setting things up tonight. There’s definitely something wrong with your IT/Email notifications.
17 March 2026
Reply from AXA Assistance
Good morning,
Thank you for the positive feedback and for making us aware of the email issue, we will raise this with the relevant team to look into this, thank you for bringing this to our attention.
Kind Regards
Francesca
Easy to communicate with unlike some…
Easy to communicate with unlike some other insurance companies and explained everything clearly
17 March 2026
Reply from AXA Assistance
Good Morning, Thank you for the positive feedback! We really appreciate this and will pass this on to the relevant team. Kind Regards, Francesca
I found it hard to understand the…
I found it very hard to understand the operator, she may have found my Scottish accent difficult as well!
Anyway, I went on-line and used the Discount code, amended the number of drivers to one as my wife doesn't drive now and was satifisfied with the outcome.
16 March 2026
Reply from AXA Assistance
Good morning, thank you for taking the time to leave a review. We are sorry to hear you found the initial contact difficult; however we are pleased you were able to make your amendments online and are ultimately satisfied with your experience.
You think you have breakdown cover but…
You think you have breakdown cover but you don't! All of you who have breakdown cover with AXA go back and read what it covers!!! I have been paying breakdown cover with AXA for years and I have never called them because I drive relatively new cars. I have been away and got stuck in Australia by the time I got back my battery was down. I just called them and they informed me that am only covered if the car is 1 mile away from my home!!! I hate to think what would happen if I broke down 3 or 5 miles away. I bought this cover as part of my insurance as I always do, this is day light robbery!!!
16 March 2026
Unprompted review
Reply from AXA Assistance
Good Afternoon Juliet, I am very sorry to read about your experience falling below the standards we expect. We have contacted you to gather some more information to try and help us locate your claim and once we have this the team will be in contact to discuss this with you further.
I rang Axa to change my email address…
I rang Axa to change my email address after being scammed. They were extremely helpful.
9 March 2026
Reply from AXA Assistance
Good afternoon, thank you for taking the time to share your feedback with us. We are pleased that your were happy with the help provided.
well handled
well handled, laid out the policy concisely and made it easy understand. Suggested that next time due to the age of one of the vehicles we consider another form of cover.
13 March 2026
Reply from AXA Assistance
Good afternoon, many thanks for taking the time to leave a review. We are pleased to hear you had a positive experience.
Reply from AXA Assistance
Good afternoon, we appreciate your review and are pleased to hear our team delivered excellent support. We will pass on your comments. Thank you.
Not Impressed
Called AXA when car broke down, was put on hold for 5 mins then told their systems were down and could I call back later from the side of a busy road in the wind and rain. Im now in a holding queue to the complaints line, still no answer after 15mins......
12 March 2026
Unprompted review
Reply from AXA Assistance
Good Afternoon, i am very sorry to read about your experience falling below the standards we expect. We have contacted you to gather some more information to try and help us locate your claim and once we have this the team will be in contact to discuss this with you further.
Reply from AXA Assistance
Good morning, many thanks for taking the time to leave a review. We are pleased to hear you had a positive experience.
Chaotic software results in wasteful phone call
Chaotic software resulting in nearly 1 hour on phone. AXA email sent ,e to web page, saying my direct debit details had changed 9they hadn't - AXA no longer accept bank direct debits!!). My account would be 'expired' (English?). Phone agent tried to take a credit card (via phone keyboard). Failed 3 times. Then tried to set up new account, was half way through, phone call cut off ... no call back. Decided to try again online (with same credit card). What a waste of everyone's time. Does not someone test this before putting into action? PS Agent pleasant, but just 'obeying orders' from his screen.
11 March 2026
Reply from AXA Assistance
Hello, we appreciate feedback and are sorry to learn you are unhappy about your experience. If you would like to log a complaint regarding this, please contact us via claimcomplaints@axa-travel-insurance.com. Alternatively, if you would prefer to speak to an agent, please call our Complaints Team using the contact information on your policy documentation. Thank you for bringing this to our attention. We take your comments seriously and will review the points you raised. Your feedback helps us improve our services.
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