AXA Car Insurance Reviews

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Latest Reviews

“Waste if time. ”

★☆☆☆☆

written by DpHall83 on 02/02/2024

I am absolutely disgusted with helplessness of a senior employee dealing with my claim. I have been a victim of crime and my vehicle has been vandalised. I have always click the box for a courtesy car and have never seen an option to upgrade I have never had any issues like this with previous insurances. I insure a 3lt Mercedes 4x4 with you as that is what is suitable for my family so to be offered a 1lt 3 door car I explained this vehicle would no be suitable due to fact we have horse will need to collect feed and bedding, my wife take her 89 year old grandma to hospital appointments due to poor mobility this car again would not be suitable. I waited over 48hours for a call back from a senior to help only to be told in his words because there is not a third party to claim from he would not be able to upgrade the courtesy car, I repeated back “so your telling me because I have been a victim of crime and because you have no one to claim from to get the money back you are not willing to at least but in a request for an upgrade.” This is disgusting and I am totally shocked at this admission I can provide the name this so called senior. I’m now 3 days into the claim no courtesy car and not been given and assistance or solutions. You also now want to double my insurance premium is this company a joke.

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“Worst Experience with AXA Car insurance”

★☆☆☆☆

written by DeeBegum on 09/12/2023

Subject: Extremely Disappointing Experience with AXA Insurance I am deeply dissatisfied with my ongoing claim experience with AXA Insurance, which has extended over 40 days without resolution. Despite making over 20 calls, I consistently receive assurances that someone will call me back, but regrettably, no one does. Each of the 20 agents I've spoken to made promises to escalate my claim, assured me of callbacks by week's end, and pledged actions that were never fulfilled. This string of broken commitments reflects the incompetence of AXA Insurance in handling my case, causing me considerable distress. My car remains stranded in a compound, despite my persistent requests for its return in every conversation. The confirmation of the claim amount is inexplicably delayed, as engineers still grapple with a decision after 40 days of evaluation. After more than 20 years of dealing with various car insurance providers, AXA Insurance has proven to be the worst in terms of service, communication, and overall customer experience. I strongly caution others against insuring anything with this company based on my regrettable and ongoing ordeal.

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“Worse company ever”

★☆☆☆☆

written by Aistuke on 06/11/2023

Still dealing with them now unfortunately. Had an accident 2 months ago, still nothing sorted. Was offered ridiculous offer which was way below market price. Didn't agree with the car evaluation. Was asked to send 3 examples of same car, which I did. Aperantly staff member mixed them up and send the wrong ones. Waited another 3 weeks with no updates. Called them to ask about update. Staff member were very rude. Now hire car expired, was left with no transport at all. No communication at all.

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“Awful customer service.”

★☆☆☆☆

written by Swass on 15/02/2023

Do not reply to emails. Trying to understand if a person has made a claim or not, having answered all their questions and got no response. Telematics fitted and have made 2 errors, one which they admitted although had to get two emails off them to clarify and the final one has led to me cancelling the policy as they will not accept the evidence provided. Honestly stay clear!

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“AXA is the most unethical company”

★☆☆☆☆

written by Isaias468 on 07/06/2022

AXA is the most unethical company I have ever dealt with. You would think after taking out a full cover health policy that you could rest assure you are covered. I was paying £80 per month for 2 years ( total nearly £2000 ) However when I become sick I was told there are no hospitals or services and they can only offer over the phone doctor service. Naturally Im fuming as they were in breach of the agreed contract. Months passed as I went down their unprofessional rude fabricating complaints procedure, I was told “ If you are willing to wait until April 2022 and AXA make a profit we will refund your money” After nearly a year of waiting I finally received the latter to say the profit works out to be £2 and that the £2 is too low to refund so they give it to charity ( AXA ) that letter is from the CEO . Please check this companies reviews on Trust Pilot and Google , my legal battle just beginning please don’t end up in the same situation. Next step lodged complaint with Trading Standards and FTC.

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“Great service”

★★★★★

written by gspataru on 17/07/2019

I filed the claim with the neccesary documents and in less than 2 weeks i had the money in the account. It was a rental car I had an incident with, I paid there for the damege and then I got my money back from AXA.

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“Don't...Just don't”

★☆☆☆☆

written by Lyric186 on 21/04/2019

I had car insurance which cost £260 that I had to cancel 2 months in. They charged me £57 administration fee even their own website says "A cancellation fee of £35 may be charged, and a refund due if you've paid your premium in full in advance." where did the £57 come from!!!

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“BAD CUSTOMER SERVICE AND PASSING THE BUCK FROM PERSON...”

★☆☆☆☆

written by mohamadreza on 05/09/2018

Anyone thinking getting a car insurance from AXA think twice and read some of the reviews. This company has got a bad reputation for customer service spending long time on the phone just to be able to speak to someone and eventually when you get there then they say its not related to them and give you another number. I don't see why customer has got to go through so much agro just to be able to resolve an insurance matter whether is a claim or simply reporting an accident or etc. I made a simple claim and after two years still not being resolved. so please people axa is not the right place to think for your car insurance.

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“totally inflexible”

★☆☆☆☆

written by on 28/04/2017

Loyal customer. Whilst they were happy to take my money to insure my old car. When I wanted to change it for something newer they would not change my insurance to my new car and issue me with a temporary covernote on my old vehicle to allow me to scrap it. My only option was to take out a new insurance policy on my new car which I chose to do. (obviously not with AXA. I then had to pay Axa an additional premium {effective immediately} for removing my 20 Years NCB. So that I could use this on my new policy. Then wait3/ 5 days to get a refund. So in total I will have paid £262.19 for 6 months cover when my annual cost was £385.04. At no time did Axa inform me that due to the age of my car there would be problems trying to insure it. Totallay dissatisfied. Try the AA they are much more helpful.

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“Very poor service when you have an accident”

★☆☆☆☆

written by Foxjg349 on 09/04/2017

Victim of an accident which happened in February 2017, it is now April and still not sorted. They unashamedly undervalued my car as a write-off and are basically forcing me to accept. I don't want to write off my car. I'm very disappointed so far with Axa I paid more to be with them because I thought they were the best company, But instead I feel bullied by them, they dont care about us the customer, they only care about looking after their own interest. Also to add, they don't bother contacting you for anything, you have to do all the work. I have sent so many emails, made so many phone calls and been on hold for so many hours. Very disappointing insurance company, if I had known, i would have saved my money and gone somewhere cheaper. My case is still ongoing, I will update my review once case is closed.

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“Kiss my Car-AXA”

★☆☆☆☆

written by Guestinlancs on 03/11/2016

AXA decided in an email after accepting 2 months payment and a direct debit, that no claims discount (33 years), aren't applicable because I have a multi car with others, expiring in 8 days. The option to get the NCD was to either bring both cars (although my partner left with my son and, as I said, I'm hardly likely to fund her insurance any further)] Here's what they say: We also offer a Multicar discount of up to 10% discount on a second vehicle if the new policy is registered at the same address as the original policy. This is applied to the core premium of the policy. 2. Remove the No Claims Discount from your policy with the other company to use on your car insured with AXA. We require written evidence of your No Claims Discount once this has been done. 3. Or we could reduce your No Claims Discount to zero years, which would result in an increase in your premium of £664.84 inclusive of Insurance Premium Tax. This amount would be spread over your monthly instalments/taken from your original card details. In addition to any premium quoted we reserve the right to charge an admin fee of up to £30.00 should a change or correction be made to your policy by a member of our team. This includes reduction of No Claims Discount entitlement. I say luckily for the consumer we're protected from this sharp practice by the Consumer Credit Act (cooling off periods) and the Distance Selling regs where rejection can be issued without any £30 penalty in first 28 days. As I hadn't already started the policy (active from 04/11/2016) I cancelled and would recommend others look closely at this example and perhaps use the next best price offer on Go Compare. Very appalling approach to customer service from a load of..........

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“Outrageously bad service, organisation and communication.”

★☆☆☆☆

written by on 10/08/2016

Without going into too much detail, my car was hit by another vehicle whose driver was totally at fault and admitted liability. I claimed via Axa as I would be the easiest route to getting the repair done. This was not the case. Axa have their normal customer service and a claims team, both have different phone numbers and opening times. They also do not talk to each other. They also use a company called Vizion - a repair network - who are also awful to deal with. Throw in an inept repair centre and you have a complete mess where nobody knows what is going on as nobody has the whole picture. Also, Axa have lied to me on many occasions. They said that I could use a number local garages - lie. They said that someone would come to me and take my car away, repair it and give it back, with me having a hire car in the meantime - lie. They said that they would be totally flexible with my needs - lie. Quotes and estimates have disappeared, messages not passed on, phone calls not returned and emails not acknowledged. I would say that it has been the most frustrating, drawn-out and painful experience of dealing with a company in my whole life. Axa have not been helpful in the slightest and over a year later it hasn't been resolved.

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“Stay clear”

★☆☆☆☆

written by Gregory247 on 13/07/2016

i was involved in a non fault accident ( other party admitted not taking any notice ) I rang axa to sort out the damage to my car, had all the details from the 3rd party I asked for a me approved garage but axa insisted on their one Picked my car up today after its body repairs to be meet with a dashboard warning light ( do not drive) Went back into garage would not help Rang axa immediately said nothing they could do as far as they were concerned car has been repaired I am now left with a car that can't be driven and an insurance company I pay good money too will not help Unbelievable no lights before accident, now lights and the insurance company are saying this can't be due to the accident and I have to pay for a diagnostic test I quoted that it is their responsibility to put my car back to the same condition as before the accident No joy Top it off, so rude, awful company

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“Terrible Customer Service”

★☆☆☆☆

written by LeeBurke on 08/06/2016

I am unfortunate enough to have my car insurance with AXA. I was involved in a non-fault accident back in October 2015 - which has still not been resolved (9 months later, and counting...) To add insult to injury (excuse the pun) nobody EVER answers the phone, I can only get through via email as I happen to have the address of my claims advisor, when he eventually rings me back nothing further has been done with my claim. Unless I constantly push them they never seem to do anything. I would not recommend nor renew. Avoid at all costs.....

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“Claims Management & Communication below acceptable...”

★☆☆☆☆

written by JohnClk on 15/03/2016

Axa has been the subject of a Customer Complaint for various service issues and as I am not remotely satisfied with its responses and ongoing service, this complaint has now gone to the Ombudsman. In the past few days Axa has breached one of the stipulations it must observe when dealing with the Ombudsman and that too has been escalated. Even Axa's leaflet giving guidance on how to complain, gives the wrong e-mail address for the Ombudsman. I believe this is a poor insurer with little attention to detail and questionable attention to customer service. My business has now gone elsewhere. I wish I had read the internet reviews and also the Visitor Posts on their Facebook Page "AXA Insurance" before I took out a policy with Axa - I recommend that you do, then make your own mind up.

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“Never Again !!!”

★☆☆☆☆

written by Mauricioy215 on 25/02/2016

Received renewal for car policy which said that I had 9 years NCD and protected no claims, however 3 days later my vehicle was hit by a traffic cone that fell ? from the back of a Highways Vehicle on the Motorway. An updated renewal the day after the claim said that I had 8 years NCD and my premium had shot up £200 (Protected NCD ?), I decided that I would shop around for a better quote and found one £300 cheaper so cancelled with AXA. My proof of NCD arrived 3 days later and stated that I now had 7 years NCD and the claim was now classed as an open "at fault" claim, I have e-mails from AXA stating that the claim was being investigated as "no fault" so what changed - will never use AXA again and advise all to stay away...

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“Pointless”

★☆☆☆☆

written by Unhappy_Matt on 10/01/2016

I bought a car going by the insurance quote from this insurer, only to find once giving all my details and getting to the payment stage for it to be refused. All other quotes are far too expensive for me. Very unprofessional and wasted a lot of my time building up my hopes and then crushing them. Do not buy a car going by there insurance quote.

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“Outrageous Renewal Quotes ”

★☆☆☆☆

written by on 21/12/2015

I CANNOT BELIEVE AXA Insurance (trading as Swiftcover). My car insurance renewal came through today.... last year £921 including breakdown cover, courtesy car, lost key, wrong fuel, personal injury, legal cover, protected no claims, etc . This year £2,090 for the same cover. Their reason...someone backed into my car while I was stationary in London in July. The elderly gentleman concerned has accepted full liability, as has his insurance company, and there has been no cost to Switcover at all. I have emails from them confirming no liability on me. This is outrageous. Even when they take that incident off my record completely they still want to increase to over £1,400 for the same cover..... apparently there might have been more claims generally in my area which then impacts on me.. is this not pre-emptive loading? A 50% increase? Come on Swiftcover GET REAL...

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“BUYER BEWARE!”

★☆☆☆☆

written by on 11/09/2015

Warning to AXA customers. If for any reason AXA decide to cancel your comprehensive policy and tell you that you have a period of third party cover, YOU DO NOT. What you are later told in writing is that they will cover the third party's expenses and then reclaim the full cost from you. This is not third party cover and could lead to financial ruin. Believe nothing you are told by their call centre operatives until you see it in writing. By the way, when their letter gives you a phone number for your local branch, you are not getting in touch with your local branch but with a call centre.

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“AXA - Great .... as long as you don't dare to claim”

★☆☆☆☆

written by Keston2002 on 25/08/2015

I chose AXA as I thought with them being a household name they would be a decent company. I have had to deal with them once & they have been absolutely useless. To give you an idea how bad & difficult they were I ended up telling them to stay out of things & I dealt directly with the insurer of the person who hit me (& admitted full liability). All they were interested in was sending the car to a garage that suited them; when I refused they refused to give me a courtesy car. They then initially said that I would lose my no claims bonus, then sent me a quote for around double my existing premium. When I dared to question this & complain & got what I can only describe as a standard template letter with names changed; my teenage god children could have sent a more professional letter. My advice - They claim on TV 'little things mean a lot'; customer service is clearly not a 'little thing' to them. Even if they have the best price I would beg you to pay an extra few pounds to get some decent insurance. I hate to think what they would have been like had I been at fault for the accident.

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Asked by Burnside1664 on 13th February 2017 Report this content
My daughter is with AXA. Two months left on her policy, her little Ford KA has failed its MOT, got her a replacement exact same spec but a year older. Axa want to charge £125 to swap over the cover, outrageous rip off! Is there anyway around this?

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