AXA UK Car and Home Reviews 

Please remember, those folk who are unhappy with Axa motor (or other) claims handling, that if you make a complaint to the Ombudsman - each time you do Axa have to pay the Ombudsman £650.00!

I had to raise 5 complaints with the Ombudsman and in due course Axa had to pay me personally some £900.00 in compensation for their incompetence - it was satisfying to know that they also had to pay the Ombudsmans fees costing them thousands more.

Complain, complain complain to the Ombudsman if you get terrible service, as I did, and perhaps their service (which I referred to the CEO of Axa without any improvement) might improve if they have to pay out thousands due to their incompetence as they did in my case.

I speak from 30 years experience in dealing with insurance claims at the highest level, as a Chartered Loss Adjuster, but even in my many years I have never seen such lack of care at every level as I did with Axa.
Ian F Cox
Axa wrote for more info to "address my concerns" - I replied to them but I have little interest in Axa dealing further, my main interest was to warn others of the unbelievable incompetence of Axa and to complain if necessary, even correspondence with their CEO about my complaints produced no improvement.
IanF Cox

Yes-excellent document delivered promptly for my car insurance but please no more requests for self congratulations feedback Donald NEWIS AXA car insurance 3

Where do you start, I have to give them one star because thats the lowest score they have.
They have had my car for over 10 weeks since the 21st April and its still nowhere near being fixed.
The parts are on back order with an expected delivery of the 4th August and they send you an email saying good news were on track to have your car repaired by the 31st August which is another 9 weeks.
Don't bother complaining either as my complaint from 12th May where they say they will answer within 40 working days hasn’t even been assigned to anyone and its now the 1st July.
Im not sure if I would ever use them or recommend them even if they gave me free insurance.
Just waiting for the AI bot on here to say we’re sorry for your delay.
My complaint number is AXAMTC-890352

AXA provided all the things we wanted for our car insurance to be renewed, at a price we thought was fair. AXA was a insurance name we recognised too.

No one has contacted me regarding from axa the reply is just may be Ai on their behalf replying,
Well if its for the world to know Axa insurance to avoid you then it shall be like that.
Even if you provide evidence regarding car accident was not your fault they still go into third party favour and blame it on yourself,
Because the workers can't be bothered to take their backside off from their chairs,
So lazy so unprofessional
This is a red flag please do not get your cover from axa insurance
When I called to complain soo many times.
One of the lady said if you can't hear anything from our end does not mean we not here we just having difficulties with our line.
Means they just put the phone down let you get on with the frustration and say we will send email to complain department.
Well madam reality or madam Ai I suggest you contact me and hear all the conversations I had.
From April till now my accident file still pending,even tho third party definitely admitted liability as he did not inform his insurance for more then 5 days.
And you still want to go in their favour.regarding pics of where I stopped footage from cctv. One of their worker said what to you want to hear your at non fault. When absolutely I am 100%
Everyone please avoid this insurance.

As a non-fault third party, my experience has been hours on hold, being passed between departments, and repeatedly told no one knows what’s happening with my claim. Communication has been extremely poor, and I’ve had to chase every update myself and haven’t been able to get one! I’d recommend keeping complaint forms handy.

Update:

I have raised a formal complaint directly with AXA and, despite this I have not received any reply, any contact or acknowledgement at all by AXA.
Given the continued lack of communication and ownership by AXA I will be escalating this to the Financial Ombudsman Service so the matter can be reviewed independently.

Easy to manage changes on line and staff very helpful when phoning for advice.

I was the victim of a premeditated and aggressive "cash for crash" fraud scheme. Despite overwhelming evidence proving my innocence and exposing the fraudulent nature of the third party, my insurer, AXA, found in favour of the other driver.

There were a number of failings throughout:

1. The incident involved another AXA customer who recklessly swung into the main carriageway to cause a collision. Following the crash, the driver summoned a group of older teenagers, exited the vehicle, intentionally kicked their own car to fabricate further damage, and made explicit threats to kill. Despite my providing definitive dashcam footage and official police statements corroborating these events, AXA unaccountably ruled in the fraudster's favor and paid out £10,000. They even had the cheek to write to me and tell me.

2. AXA maintained that their liability decision cannot be appealed. Furthermore, they refused to share their decision-making process or provide any justification as to how I was deemed negligent in a clear case of staged fraud.

3. During the process, I was contacted via WhatsApp by an individual claiming to be an accident investigator, who instructed me to send my sensitive evidence to a generic Hotmail address. Because no one at AXA could initially verify this person's identity, I reasonably suspected it was a continuation of the scam.

4. It took AXA several months to finally confirm that the investigator was genuine. They explained that my case had been handled by AXA UK, whereas Northern Ireland claims are managed by AXA Ireland. They explicitly admitted that these two departments do not communicate effectively.

Just to make future customers aware.

My wife had an accident, little or no damage to her car, but some to the other so we passed details to them to make their claim.

It took AXA 12 days to get a letter to us telling us the claim was received and they needed to speak to use with 7 days, the only option being to call them, or they threatened charges for not responding in that time. Obviously impossible.

We called immediately, after 25 minutes on hold we got to a call handler who said we need to be transferred, 42 minutes of *further* hold and the call dropped without being answered.

I called back. 24 minutes hold getting to the first person who's job it is to transfer the call to a second person. 35 *further* minutes of hold to get to the actual person who could help.

Total time on phone for a 7 minute conversation: 2 hours 13 minutes.

Needless to say we won't be renewing with Axa next time - you need to hire some more customer service agents.

Great price, nice to deal with, quick and efficient service

Such an easy way to update your details online and done so quickly.

I am extremely disappointed with the level of customer service provided by AXA. My experience has been nothing short of appalling.

I have sent multiple emails, all of which have been completely ignored. I have even submitted formal complaints about the lack of communication, yet those have also gone unanswered. Trying to speak to someone by phone is equally frustrating—I am left on hold for what feels like forever and can never get through to anyone.

As a result, I have absolutely no idea what is happening with my claim. There has been no communication, no updates, and no reassurance that my claim is even being dealt with.

When you’re paying for insurance, you expect support when you need it most. Instead, I’ve been met with silence and a complete lack of customer care. I would not recommend this company based on my experience.

After researching comparative home insurance quotes I had a question about an AXA policy, and even though I was not a current policy holder I was able to speak to an adviser (yes, a real person and not a chatbot), who took the time to answer my questions. This was so much better than my current provider who could only provide a less than helpful chatbot. AXA's quote was still much better than their so-called 'online only' competitors, who say they don't provide customer service advisers in order to keep costs down. Well, AXA have customer service advisers and their price beat many of the online only providers hands down!

Great price, everything was straight forward doing it on line.

After switching to Axa 3 years ago. I have found the online process easy, accessible & prescise.If you're ever u sure, you can contact them by phone knowing they'll be as helpfully direct as possible & if you can do.it online,.save money that's got to be a win, win.

The lady was so helpful, as we needed to change a detail on our insurance policy could not fault her.

so easy no stress

Engaging with AXA has always been simple and stright forward.
Staff always attentive and pleasant.

Great insurance great service. Will recommend to anyone especially with pet business. Thanks AXA

Although difficult to find an actual human to talk too, once through the service was easy and the advice given helped save money while changing my policy.