written by on 04/12/2013
Our home and contents is insured by AXA and we recently had to make a claim following a forced entry burglary. AXA have been superb from the outset - we had an appointment with a claims manager the day after the burglary and she explained the claims process and the information which AXA required. We received the forms in the post, completed them, provided proof of ownership and value for each of the stolen items, and the claim was processed within 4 working days with only one phonecall from the claims manager to go through some extra details. AXA then appointed Be Valued to replace electrical items and LMG to replace stolen jewellery items, and both companies contacted me within 24 hours of our claim being processed to arrange replacement items on a like-for-like basis. They managed to locate equivalent items and where equivalent items were not available they arranged cash settlements. The whole process has been efficient and painless and all in all, our claim will have been resolved within two weeks of having provided AXA with our claim documentation.
In short, everybody we have dealt with has been helpful and polite, and we have been given clear information from the start about the process and what happens next. I get the impression that AXA are very thorough in their approach to processing claims, but if all the information they request is provided then my experience is that they process claims very promptly and with the minimum of fuss. I'm really surprised that some people have given such negative feedback - my experience has been positive and I will definitely renew with AXA even if they are more expensive than other insurers.