Written 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... (read more)
Written on: 24/11/2013 by nivaldo87 (1 review written)
I have to agree with some of axa customers that the claiming department staff are very rude and ruff. I have maid a claim about 4 weeks ago and I Spock with them on the phone for 3 times and none of theme times I felt very welcome. Very unusual for English company's. When the claim is finish I will give some reviews for the ones are not shore to get this insurance. So far so good, sometimes you hove to understand that they take about 100 calls a day and sometimes cane be frustrating. (read more)
Written on: 26/09/2013 by Koobeton (1 review written)
After recently Breaking Down, i put in a claim for reimbursement of one nights accomodation in a B&B. After filling out the apprpriate form correctly, and vividly remembering putting the receipt in the same envelope! i got a phone call from thier claims department teeling me that they did not get a receipt in the envelope?? I am an intelligent young man with a very good memory and hate having my itelligence insulted. Now i have to send off for another receipt to the B&B making me out to be... (read more)
Written on: 19/08/2013
AXA ON HOME EMERGENCY FAILED TO PROVIDED A BOILER REPAIR SERVICE FOR 11 DAYS AND ASKED TO FIND MY ENGINEER AND PAID HIM AFTER A MONTH, DID NOT COMMUNICATE AND I HAD TO USE PREMIUM LINE AT COST, ELECTRICAL ENGINEER NEVER PHONED AND AXA STAFF ALWAYS WANTED TO USE EXCUSES AND INSISTED ON SENDING INTERNAL E-MAILS RATHER THAN PHONE TO ASK QUESTIONS. AXA ALWAYS MENTIONED BACKLOGS IN SORTING QUERIES. (read more)
Written on: 08/06/2013
Axa treat people like crooks and idiots, they delay every stage, want repeated information and do anything in their power to delay or not pay your claim, and thats from some one like us aged 65 and have never claimed on insurance ever, we are disgusted with this firm Warning keep away. (read more)
Written on: 06/06/2013 by Grohmann
AXA make a point of making life as difficult for legitimate claimants so that they give up making a claim; their strategy is delay, frustrate, be unhelpful and deny responsibility. They were refusing to contemplate a claim for an accident to a boiler even before they received the report from their own engineer, claiming wear and tear is not covered when the issue is unrelated. Have spend four days chasing the insurance company and hours on hold. This is clearly their strategy, so that one... (read more)
Written on: 30/05/2013 by mhawthorne (1 review written)
have been insured for 16 years, never made a claim, had to make a claim for accidental damage to tv. staff start and carry on with an accusing attitude, are rude and repetative. asked me to pay and organise for an independant tv engineer report which i did. now they say they want their own done anyway. so far over 6 calls, me pampering to their needs, they doing nothing and keep asking if i want to pursue the claim. its almost like they want me to get fed up with it all and drop the claim.... (read more)
Written on: 23/04/2013
I wanted to warn those thinking of insuring with AXA, don't do it. I am having to make a claim for a stolen bike on my contents insurance and it has been a horrendous experience. The people I've spoken with while very pleasent, have not been the decision makers and getting through to these people has been impossible. I'm sure they hope to put enough obstacles in the way until you give up. I saw in a recent Which they were rated one of the lowest and I can totally understand why. (read more)
Written on: 01/04/2013
I am so angry I can't write all the information out. Basically they did major work on the house, issued all structural adequacy certificates but then ignored their industry best practice and refused to insure the house on final day of exchange due to the recent claim (that they handled). Complaints are in process. I cannot now sell the house that I can't afford to live in. This is living hell- thank you Axa for ruining 2 years of my life. (read more)
Written on: 11/03/2013
I have had house insurance with Axa for about 15 years. Like most people I renewed my insurance each year never really thinking much about it let alone dealing with a big claim. Then the most devastating event happened my house caught fire. I never realised how quickly fire takes hold and sweeps through a house and most certainly was not prepared for the fact that even that part of the house that was not burnt was left black with soot. Soot does not wipe off. It is corrosive and... (read more)
Written on: 07/03/2013 by cheesedoff22
After being persuaded by Rias to take AXA on for boilercare, I noticed a leak on New years Eve 2012. What a nightmare, AXA sent out some really incompetent engineers who managed to halt hot water and heating for 10 days despite being the coldest time in the year. They then had the cheek to say it was beyond economic repair and would not fix it although it was their engineers that made it non functioning at all!!!! All our household have medical conditions that would normally make us... (read more)
Written on: 30/01/2013
I have been without a working boiler since the 26th December 2012 thanks to an incompetent engineer from Carillion who failed to conduct the proper checks and who admitted he knew nothing about my make of boiler. Having chased Axa Homecare nearly every other day for an update, I am no further forward and fobbed off with the comment that the claims manager is dealing with my case. How difficult is it for someone to phone me up and inform me of what is happening? Why hasn't Axa got on the... (read more)
Written on: 15/12/2012
We very recently had a very small fire incident at our house, which damaged our TV and home entertainment system. I made a claim to Axa online. The website said I'd be phoned about my claim within 4 hours. Well, that never happened. I phoned them up two days later and had to give all the details of the claim again. The callhandler tried to tell me that this was accidental damage and that we weren't covered for that. I had to keep questioning him on this and contradict him with the policy... (read more)
Written on: 13/11/2012
I went for AXA at first because they were the cheapest and always thought we would never need to claim so the small print didn't bother me. Unfortunately this year we had a bust pipe which flooded the entire downstairs of our house. The house was uninhabitable and we were forced to move out. I phoned AXA at 6.30pm and they arranged for a hotel for myself, my husband and our 2 year old son (they even found a cattery for our cat). The next day they put us in touch with the loss adjuster (GAB... (read more)
Written on: 13/11/2012 by passiveman
Went on holiday in august to america for 3 weeks when I left my roof was in tact came back 3rd September the edge of my roof with lead flashing was dislodged and the tiles had slipped. Rang Axa who sent BVS solutions to inspect the roof.He took some pictures on his mobile phone from ground level and said it was bad workmanship and the lead was a tempary repair and that because I was the only house in the road with lead down the whole side of my roof to him it was tempary. I explained that I... (read more)
Written on: 29/10/2012
Had one year with them no problem but when it came round to renewing again I found cheaper insurance with another company so cancelled my policy in writing. Thay said they didn't recieve my letter and are now going to charge me almot £70 for their incompetence. I have to say the woman I spoke to was extremely unpleasant. They have said if I don't pay the payment will be put into the hands of a debt retrieval company and this will put an extra £25 on the bill! (read more)
Written on: 16/10/2012 by thedutchman
One Call asked for my signed copy of their agreement to be returned, which I did. They then sent me a letter stating they were still waiting, then another saying they were going to cancel policy. I contacted them and sent the signed form again via their wesite upload facility. I then had a letter saying that my policy had been cancelled. So I emailed them, asking for a swift reply. 24 hours later and I'm still waiting, and am at present uninsured. I an not impressed with One Call! (read more)
Written on: 01/10/2012 by AnnemarieCarabineHarrison (1 review written)
Incorrect information, Some staff require hearing aids as they obviously don't listen, as requested by Liam Kentish, Customer Service Advisor, on his email he sent to me, I have mentioned his name. I am sick of calling this company, I have sent documents by post which they never received, so received letters reminding me...called and was advised to resend, resent and again received a letter stating still not received, called again, was asked to resend, I asked if it was OK to scan and sign,... (read more)
Written on: 21/09/2012 by heavenstobetsy (2 reviews written)
I have home insurance with the co-operative. I had a gas leak from the main gas pipe between the cooker and the boiler. British Gas isolated the gas supply and I called the co-op, who told me to contact Axa. Aagh! They said that since I have a disabled son, I would be top priority. A few hours later a woman phoned from City Technical Services, to discuss my boiler, I told her there was nothing wrong with my boiler, explained about the hole in the pipe and she said she would send out a... (read more)
Written on: 25/08/2012 by SuzannahKL (1 review written)
Customer service: rude or not even answering the phone. You let it ring and ring and ring and ring... until the system hangs up on you. You can't leave a message. You can email, but nobody ever answers or calls you back. Speed of resolving claim: over 6 months. They ignore your claim. When you actually chase down a person who knows something about your claim, and believe you me, that takes a LOT of doing, they'll finally tell you that your documentation was insufficient. Not that they'd... (read more)
Written on: 22/08/2012 by blueped
Horrible company.... I am trying to claim for an ipad with a cracked screen - it was plugged into charge and something caught the cable pulling the ipad onto the floor. I made the claim last week and have so far, had to speak to them 4 times on the phone. I made the claim last Thursday, was called back on Friday to take more details. I then got a call on Monday asking me to make an appointment to speak to them on the phone which was made for today. I spoke to them today and gave the... (read more)
Written on: 03/07/2012 by miggy
I wish there was some way I could mount a platform to reach as many people as possible and scream do not use AXA. I suffered a fire in my house 14 months ago. At first it was all you are well insured don't worry about anything we will look after you. 6 months later and it descended into agree to the whole claim or we will advance you no more money to finance the building works till you do. problem being they had decided - in spite of receiving the required detailed list of contents loss... (read more)
Written on: 14/06/2012
I have had such a good experience dealing with AXA when my shower leaked that I feel moved to write a glowing review for them. They have been really straightforward and helpful. I can see that other people say otherwise but I can only speak for myself. The only thing I would say is don't bother paying extra for the HomeServe emergency repair insurance because they just didn't want to know. They kept blocking me with nonsense such as "We don't know if your covered" and "we need to double... (read more)
Written on: 24/05/2012
DO NOT USE AXA Tried to make a claim when my iPhone was stolen. I rang up in September when I purchased my phone to check that our home insurance covered my phone and was told that it was completely covered under all circumstances. Now when I come to claim because my phone was stolen they have said that because I use my phone about once a week to remove stock from my jobs website that I am unable to claim because this phone is considered a work phone - which it isn't I had this for my... (read more)
Written on: 14/05/2012
We recently lost a garden wall, fence, and mature hedge in storm-force winds (60+ mph). Our AXA policy specifically states that garden walls, fences, and hedges are covered. Or so we thought... Oh no, it wasn't the storm force winds that blew everything down - it was "wear and tear", and would have fallen over anyway. AXA say talk to the (non-Chartered) "surveyor", and the "surveyor" says talk to AXA. I have an independant Structural Engineer's report into the condition of the wall and... (read more)
Written on: 26/04/2012
I haven't got the time or the energy to go into all of the details and it is still too raw in my mind...but, after two problems (a broken boiler and a leaking pipe) I can honestly say that AXA are the worst company I have ever dealt with (and their contractors were also appalling). At every level of my dealings with them they set a new level for incompetence. Utterly dismal. I got a 'special' deal via the Coop for 11p for the whole year. I was robbed.... (read more)
Written on: 21/04/2012
By far, one of the worst companies I have ever dealt with. Making a claim is long winded, frustrating and utterly confusing. It has taken 9 people across 7 different departments, 6 phonecalls making a high phone bill and 5 days for them to even take the details of my claim. Then I am made to feel like a fraudster by having to tell them what happened three, yes three, times. After all that I am told to go and find if I can fix the damaged item and get a report at my expense within 2 weeks.... (read more)
Written on: 27/03/2012 by theartchive (1 review written)
Until very recently, Halifax Home Insurance were using Homeserve as their emergency provider. They were excellent. Now, Halifax have engaged the services of Axa Home Emergencies who offer an inferior service with a reduction in the level of cover. For example, an exploding sandwich maker wiped out all the electricity going to our kitchen and, being all-electric, we could not cook any food at all. With Homecare this event is classed as an emergency and covered (a similar thing happened... (read more)
Written on: 10/03/2012 by hedley1211
Unlike most of the people on here who it seems are having or have had a bad time with axa my dealings with them were ok. I have home insurance with them and Id missed a couple payments due to changing bank accounts and forgetting about the cover anyway i rang up to clear the arrears and got sold into uping my cover with them then the next day my neighbour knocks on my door to say there was water coming through the alleyway roof and as my husband was in shower at the time i knew we had a... (read more)
Written on: 09/03/2012
House was flooded by burst pipe in upstairs flat in October 11 and my claim has been a complete cluster from the start to NOW it is still ongoing with my kitchen , bedrooms ruined and still not repaired. The company staff at all levels are unreliable and blatantly lie to you just to get off the phone as quick as possible. I have spoken to many people and all were useless giving me false information and even worse doing nothing to resolve the situation. I am taking my complaint direct to... (read more)
Written on: 09/11/2011 by Trecelyn (1 review written)
Electricity tripped at nine thirty ish and the trip wouldn't reset. After trying the usual removal of all sockets remembered I had this cover with Axa. Phoned them at ten to be met with a totally useless agent who didn't know who Axa were,and this was the 24 hour emergency line ! So tried the old trick of phoning the Sales line (always answered quickly). They put me thru to the department I needed. Explained the problem and I was asked if there were any "special category" people in the... (read more)
Written on: 04/11/2011 by acharly2008
Got home assistance cover, called axa to send a plumber becuase it was a emergency. They said they would send a plumber in 4 hours, phone 4 hours later and they said call back in 30 mins if the plumber has not come. I called the 3 hours later and they said we are not sending a plumber out now becuase we don't cover burst pipes. (read more)
Written on: 18/10/2011 by Simbo101 (2 reviews written)
I have a fully comp car insurance policy at 6 years no claims bonus and home and contents with AXA! I feel like such an idiot for not reading the reveiws before buying but then I doubt anybody does until something goes wrong Ive had my 24crt gold bangles for over 8 years now and I lost them las weekend,I was devastated. when i called AXA to make a claim they did the usual "ive taken the details a claims handler will call you within 24 hours" so i said ok and waited, nothing, then i rang... (read more)
Written on: 25/08/2011 by kellyhurton (1 review written)
After signing up over the telephone with what i thought was Kwik Fit home and contents insurance i was fairly happy with the deal - bit cheaper than Zurich who we were insured with previously. I specified a diamond ring on my policy. We paid £7500 for it in Dubai 4yrs ago. I was not asked to provide the receipt for this nor was i asked to get a valuation. I did not receive a policy booklet. After nearly 3yrs with this policy i lost my ring. I rang to make a claim and found out i was... (read more)
Written on: 21/04/2011
Axa Home Contents insurance. I want to start off with saying i have never had to make an insurance claim of any type before. So was unsure of the process. I just hope not all insurers are like this. Had my bag with Camera and Laptop Stolen at the beginning of the week from a local park. I did leave it un attended accidentally as i took a call from work. Reported to Police and then insurance company AXA. Initial call to CS was OK took most of the details and said they would get someone to... (read more)
Written on: 08/04/2011
Like other reviewers made a claim on their Home emergency cover, told to have power flush before any work could be carried out. Did it never needed it and they wont reimburse my money(they said if not needed they would)got treated badly bombarded by different customer services each telling you something different. Was given the wrong information also told me to get my own contractor at christmas and they willl reimburse work still waiting for this to happen. DO NOT BUY FROM THEM OR SWINTON... (read more)
Written on: 27/03/2011
Do not insure with axa insurance , when you first make a claim you are made to feel like a criminal 1hr of repeating yourself with your claim & them asking you over & over again querying you just waiting for you to say something wrong so they don't have to pay out !!! & some of the questions they ask are horrendous I've never known an insurance company like it you are made to feel awful for claiming ... They really try everything not to pay out !!!!!!!! Awful company ! We will not insure... (read more)
Written on: 11/02/2011
Unfortunately four of our roof ridge tiles were blown off by the heavy wind & rain on Friday night. I phoned my bank account Halifax, as I have home emergency cover with them. I didn't know the insurer was AXA. They arranged for a roofer to repair the roof for Monday, which is ideally 24hrs. I understood the roofer couldn't call out anyway on a bad weather. But I was very worried over the weekend, as rain was heavy it might get inside the attic. Monday came...roofer arrived. Thought... (read more)
Written on: 07/02/2011
Like another reviewer we experienced a burst pipe over Christmas. As Axa devolve much of the work to other organisations, which subsequently subcontract it, you end up in a matrix where you are the least important part. Contractors don't communicate with each other and certainly don't explain entitlements to the client. We have an uninhabitable house, are effectively homeless and can't find any suitable accommodation. We have to rely on Axa for hotel accommodation. A number of times we have... (read more)
Written on: 07/02/2011
Took out insurance with M&S not realizing it was infact AXA. Very rude & aggressive Customer Service Agents. Claim was out sourced to an inspections company after getting our own quotes & numerous letters, we received an extra £1278.10 on top of their original assessment £892.50. Payment was less 15% which was supposed to be reclaimed by using their preferred suppliers but impossible to get the "discount" back. Shouted at and lied to by the AXA Customer Services Agents, unbelievably awful... (read more)
Written on: 01/02/2011
DO NOT USE AXA ...My 4 year old daughter accidently broke our new LCD TV
On initially calling AXA to make my claim , i was asked what happened. Then I got a call later from a guy who asked me again to tell him in detail, not once but twice. It took over an hour. He then informed me that my story was slightly different from the one that i told the girl earlier.
I explained that it was all very confusing and happened very quickly and I could not remember every finite detail.He was... (read more)
Written on: 23/01/2011 by pipi (1 review written)
"Broken engagement ring = "one off incident" = not covered" - What?
Have had home insurance for 10 years now and never claimed.
Got engaged and married last year and therefore was concerned about protecting my engagement ring properly.
Through my greenbee wedding insurance I got the AXA home insurance recommended. They made sound everything really great and I went with them considering they were more expenseive by far then other home insurances.
My engagement ring broke now and i tried... (read more)
Written on: 25/11/2010
Thats the only words that can describe this company.
The customer service is none existant.
The policy is so cheap because they never pay out.
My roof has storm damage and the ridge tiles fell onto my brand new car, £2000 repair. The 1st servayor they sent out agreed it was storm damage and advised someone would contact me, 4 weeks later i contact them and they say the claim is none existant! So a second servayor is sent out to tell me it is wear and tear.
How... (read more)
Written on: 28/09/2010
Had our house insurance with Axa and up till last winter hadn't needed to claim. We stay in the Highlands and suffered the worst winter in decades. Many hundreds of houses were damaged by the amount of snow and ice that accumulated on roofs and gutters.
We had to fight tooth and nail to get anything and even then it was half of what 2 quotes had said the repairs would be.
Spoke to a local builder who had done 90+ insurance repairs for other houses and was told that the only company that was... (read more)
Written on: 27/09/2010
My mother's great grand son (aged 2) put his jam covered hands over her flat screen tv. She called AXA and after a few questions on the phone, a new one arrived in three days. She asked what do with the old one and they asked her to dispose, repair or reuse it. Dead easy! Great. (read more)
Written on: 13/09/2010
the worst company ever to deal with. cheap and dishonest
we have been waiting for nealry 1year 6 months for our clainm to be settled but they are soslow and incompetant.
would never had made a claim in the first place if we knew how sh** they were.
they are eager to sell you a policy, but when you come to make a claim they are the worst in the industry. i haev worked for the financail services industry for 10 years this is the worst compnay i have come across.
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