AXA Pet Insurance www.axa.co.uk Reviews
Latest Reviews
★★★★★
“Glad I chose Axa”
Written on: 30/04/2013
I have a six month old Great Dane, he had one eye op for e version of the cartilage of both eyes and then a couple of weeks later, another op for further eye probs. axa have paid both op cheques very speedily, one being just under £800 and the other £850 No quibble, no problems. I am a Vet nurse and know all too well the tales of insurance nightmares. I would only choose axa or pet plan and pp's quote was way over the axa one this time so that made my decision. Very pleased so far. Lets... (read more)
★★★★☆
“No problems with AXA ”
Written on: 15/03/2013
I have been with Axa Pet Insurance since 2009 and during the last year I have made two claims for my 10 year old cat, each claim for over £1000. I received a cheque for the latest claim just one week after sending the claim form, although payment for the other claim took about 6 weeks. But,sadly,the cat was eventually put to sleep. I have found the customer services staff very helpful and will be insuring my new moggie with Axa. The premiums and excesses compare very favourably with other... (read more)
★★★★★
“Great service....”
Written on: 31/01/2013
Have always found Axa have been easy to deal with ...... They asked for previous history of my dogs when I've claimed but all the claims have been paid out within a month .... Fair premiums and good excess even for oldies (read more)
★★★★★
“Great service - No fuss”
Written on: 15/11/2012 by onelife.liveit (1 review written)
After insuring both of my Staffies with Axa I unfortunately had to claim after only 2 months for one after he died suddenly. I made one call to Axa and they instructed me to fill in and then print out their online claims form which I then took to the vets. After around 4 weeks I received a cheque for the vets fee and subsequent cremation costs. I was surprised at this as after reading other reviews, people don't seem too happy with the speed at which Axa deals with claims but I can only go... (read more)
★☆☆☆☆
“Don't use them”
Written on: 19/10/2012
My black Labrador had three lumps removed and because they were three different things, we had to pay THREE exesses which came to £225 pounds. I've had to chase them for payment for over six months and have only just received payment and its still short and I will have to pay the shortfall. I don't know why I pay them as by the time I pay the vets I will have paid half the 600 pound bill. I wouldn't recommend them to anybody. Take my advice and go elsewhere you would be better off with NO... (read more)
★★☆☆☆
“ADD £75 on top of your renwal fee for on-going ...”
Written on: 30/09/2012
This is something AXA will not tell you in your renewal notice! My insurance has gone from £17 a month to £26 a month. My 9 year old cocker suffered from a disc (back) problem last year which they did re-imbrues me for my vet fees apart from the first £75. She has not had any problems with it until nearly a year later and the same thing happened again last month (August) My vet said it was just going to be a problem that she will suffer from. I paid £132 more vet fees and sent my... (read more)
★★★★☆
“A little slow but no quibbles”
Written on: 19/09/2012
For the first time in years, I actually saved money by sticking with Axa rather than switching to a new policy (healthy, middle age dogs with no pre-existing conditions, which has always put me in good stead to shop around and compare the top policies). Their premiums rose by just under £5 for each dog, but this was in line with costs of new policies elsewhere - and a very good deal considering the quotes I was getting back at similar or higher prices included new customer discounts or... (read more)
★☆☆☆☆
“second claim rejected”
Written on: 08/05/2012
original issue was for Gastritis and was disallowed as was started 2 days before my initial 14 day exclusion period, 8 months later my pet was taken was taken in for a upset stomach and vet says it classified as gastritis so now AXA pet insurance are treating this issue as being related to the first and will not pay out, there claim procedure is also very long with reciepts and 12months clinical history required to be sent with all claims as they will not deal with the vets direct. avoid... (read more)
Bromley86's Comment
Written on: 07/06/2012
Not really fair. Preexisting conditions would be excluded by 100% of insurers, so that's just your bad luck.
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★☆☆☆☆
“Long delays in looking at claim no signs of settlement yet”
Written on: 25/09/2011
Until recently had 4 pets 2 with Marks and Spencers Insurance whom I have never had any problems with and the two younger ones with AXA as the cost of the insurance policy at the time was a better price and I could change them due to being younger. The first and only time I have ever had to claim from Axa was when of my dogs took ill suddenly and had to be rushed to the emergency vets and despite numerous tests/xrays etc we had to have him put to sleep. This was heartbreaking enough but... (read more)
Guest's Comment
Written on: 25/09/2011
know exactly where you are coming from. I made a claim for an operation on my dog's knee (cruciate ligament had ruptured )this was on the 13th August 2011, still no-one has looked at claim yet 25/9/2011 after numerous phone calls to their office just to be told had a lot of claims in and were behind with assessment. NOT OUR PROBLEM they should be a lot quicker with payments,would not recommend this company at all.
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★★★★☆
“1st experience of Insurance claims - no issues”
Written on: 01/07/2011 by Newbie001 (1 review written)
I submitted my first ever claim to AXA this year and received back a cheque for the value I was expecting. There was no quibble and it was for over £1000. The only negative point if I had to find one was that they had a backlog so it did take about 5 weeks to receive the money (hence 4/5 rather than 5/5). When I did phone to enquire on the status after 4 weeks I was greeted by a very friendly staff member who did inform me that they had a large volume of claims at present and they would... (read more)
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Showing 1 - 10 of 23 Reviews
★☆☆☆☆
“It's bad enough to find out that your cat has cancer,...”
Written on: 21/04/2011 by otonal (5 reviews written)
It's bad enough to find out that your cat has cancer, but when it takes months to deal with the claim it is even worse. His treatment started in February and in late April there is still no sign of payment. AXA ask for a claim form for every item although they have been told his condition is ongoing. When the form is sent in they sit on it for a few weeks and then send it back asking for 12 month history again! Claims are outsourced to BDML Connect whose email address is petclaims@bdml.co.uk... (read more)
Ericwhitepaws's Response to otonal's Review
Written on: 02/10/2011
I have healthy Pets insurance & AXA became their underwriters end of last year, I placed 2 claims for 2 different pets in Feb & didnt receive settlement until nearly 4 months later, they gave me the right run around nobody seemed to know anything about the claims because nobody was updating the system, healthy pets were blaming BDML they were blaming healthy pet, I actually called AXA direct who in no uncertain terms told me to get lost, my pet died a month before the claim was settled and then of course I had to put in a final claim which only took 2 & half months to settle, Healthy Pets were great & value for money untill AXA became their underwiters.
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★☆☆☆☆
“I've had my Greyhound insured with AXA for 3 years &...”
Written on: 21/04/2011
I've had my Greyhound insured with AXA for 3 years & have been very happy until now. I've made a few claims up to about £300max & these have been settled promptly. The monthly premiums have increased by a few £'s each year, but I have just received my renewal and it has increased by 100% from £24pm to £48pm, I am absolutely staggered. I made one claim last year of £98, nothing excessive. The only thing I can think of for the increase is her age, but she was only 7yo last year, so she's not... (read more)
★★★★☆
“AXA paid out £700 in claims in 2010 for my 18 year old...”
Written on: 16/03/2011
AXA paid out £700 in claims in 2010 for my 18 year old cat and a further £800 this year. Premiums were £19 per month (£234 per year). They changed admin to BDML last year and my premium went down £1 per month despite making claims.
It takes about 5-6 weeks before you receive a cheque. I found the telephone staff friendly and polite. When my pet recently passed away I asked if I still had to pay the premiums (there was 6 months left on the policy). They advised that they would not take...
(read more)
★☆☆☆☆
“5 phone calls later and instead of the 3 claims forms...”
Written on: 03/03/2011
5 phone calls later and instead of the 3 claims forms as promised one came in the post.My claim forms have been in since Dec 2010 and although the claim is ongoing it still takes weeks upon weeks for them to send payment.In fact my forms lay 5 weeks and when I eventually rang they said they were waiting for a clinical report and they were to call me or my vet but failed to do so.Still chasing up a small amount off money and they have had the claim form from the 11th Feb and say it is being... (read more)
★★☆☆☆
“I've had my dog insured with Axa for many years now...”
Written on: 15/02/2011 by riley67 (2 reviews written)
I've had my dog insured with Axa for many years now and not really had any problems UNTIL I had to start making regular claims for my pets ongoing heart condition. Now claims take in excess of 5 weeks to be processed and each year after the renewal date when a claim is made for the same ongoing illness AXA take the excess from the claim (now £75. I've just had my renewal from them and its gone up by 80% plus the excess has increased from £50 to £75, this is totally outrageous. So this... (read more)
★☆☆☆☆
“Axa subcontract the administration of the policy to...”
Written on: 29/01/2011
Axa subcontract the administration of the policy to another company. Two years running they failed to send out renewal invitations, so cover lapsed. The first year, 9 months after the insurance had lapsed, they agreed to backdate the policy to provide continual vetenary cover. The second year, after again failing to send us a reminder, they wrote to cancel the policy after one month uninsured (around the time they transferred administration to a different contractor). I submitted a... (read more)
★☆☆☆☆
“If you want to make a claim then settle back with a...”
Written on: 21/08/2010
If you want to make a claim then settle back with a good book (or a whole shelf of them) and be sure to have the telephone number of the claims line handy for frequent calls to see what's (not) happening. They claim a turn-around of 10-14 days. I'm six weeks in and still waiting on a claim.
They're very pleasant on the phone but that's where the good service stops. Everything happens in slow motion and I'm now convinced I'm being lied to when I call. Asked for another claim form to be sent...
(read more)
★★★★★
“had an unexpected claim for an injury to my dog.. ...”
Written on: 30/06/2010
had an unexpected claim for an injury to my dog.. all dealt with easily - very helpful on the phone and the claim was settled direct to the referral place within 5 weeks . very happy and may move my other dog to them at renewal (read more)
★★★★☆
“I have 7 animals insured with Axa (they have been with...”
Written on: 03/04/2010
I have 7 animals insured with Axa (they have been with them for several years). The cover is good and it's reasonably priced. When I claimed for my recently departed dog, there were some quibbles about paying out, but it was because of the way the vet had worded something in the notes. Once the vet wrote to them to say it wasn't a pre-existing condition, they paid out. I have had several other claims with them and they have always paid out promptly and the staff are always friendly and... (read more)
★★★★☆
“Axa offers a very high quality product and frequently...”
Written on: 08/03/2010 by vickyJ1980 (6 reviews written)
Axa offers a very high quality product and frequently compares favourably to Petplan with regard to premium prices. Claims are generally pd out quickly and they have VN claims assessors which helps as stupid insurance questions are kept to a minimum. Would recommend this policy, only down side is complementary therapy cover could do with being a little higher. (read more)
See next 10 reviews
Showing 11 - 20 of 23 Reviews
★☆☆☆☆
“Although I've always received reasonable premiums for...”
Written on: 05/09/2009
Although I've always received reasonable premiums for the insurance on my three cats with Axa, I have just ditched all three policies thanks to their appalling customer service. First they took my monthly direct debit payments out of my account twice, and when I complained, they refunded the duplicate payments but cancelled the policies by mistake. They took a month to tell me, so my pets weren't insured for a month without my knowledge. I recently renewed the policies and was told I can... (read more)
☆☆☆☆☆
“I have wasted countless hours chasing up my claim. I...”
Written on: 25/10/2006 by mattr
I have wasted countless hours chasing up my claim. I am still waiting for money on a perfectly valid claim.
I paid AXA Pet Insurance consistently and on time. When it comes to claiming money back, they have delayed paying out for as long as possible.
(read more)
Buddy Wheatley's Response to 264555_mattr's Review
Written on: 20/01/2010
I found this review very helpful because... I am about to make an ongoing claim and am now aware that there could be a long delay!
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Biggles Mum's Response to 264555_mattr's Review
Written on: 12/07/2010
I found this review very helpful because...
<br/>
<br/>This is similar to the problems I have ( and am still having). The accident to my cat ( caused by being chased by a dog) was on March 10. I am still waiting. When I rang to chase, after 4 weeks, I was told they were awaiting the clinical notes. Had I have been told they wanted the notes, I would have sent them off in the first instance. My vet faxed the notes over and, two days later, my claim form was returned with a letter asking me to submit it with the clinical notes. When I rang to remind them they had the notes, the system was down. 5 weeks later, another chasing call,and the calim couldn't be processed because they were waiting for the clinical notes from the vet my cat went to 4 years before this accident, because they needed to check that I hadn't failed to disclose information. Well, yes, I failed to disclose in 2006 that in 2010 I would need to claim because my cat had been injured in an accident! Again, that vet faxed the history over, but my claim form, the second vet's notes and a letter from AXA was received 3/4 days later, asking for the first vet's notes to be returned with all this paperwork. When I rang, AXA confirmed they had received the notes the day before all this paperwork was sent back to me. I left it for a reasonable amount of time and, when I last rang 2 1/2 week's ago, was told the cheque would be there within 7/10 days. Nothing.
<br/>The telephone advisors are always very polite and pleasant but what a shocking service.
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★★☆☆☆
“AXA have reconfigured their pet insurance, increasing...”
Written on: 24/05/2006 by doubledobe (3 reviews written)
AXA have reconfigured their pet insurance, increasing the vet fees limit to £7000 and removing the 15% excess, but I think a 320% premium hike is totally excessive. (read more)
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Herschel's Comment
Written on: 13/05/2012
THEY DEALT DIRECTLY WITH MY VET AND PAID ALL CLAIMS DIRECTLY TO THE VET