AXA Home Insurance Reviews

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AXA Home Insurance

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Latest Reviews

★☆☆☆☆

“PLEASE READ - TERRIBLE COMPANY”

Written on: 14/10/2014 by KailaDavies (1 review written)

After getting broken in to , which is already very unsettling , AXA and M&S insurance expect you to provide all documents , proof of purchase and info on all items taken , which is impossible after years of ownership. You get treated like a criminal from the offset , staff are very rude , [name removed]- to name one unprofessional and rude member of their staff. I have never dealt with such a bad company in my life , cold cold hearts and no compassion for somebody that has just been… Read Full Review

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★☆☆☆☆

“Very poor communication”

Written on: 19/09/2014 by Cyrusg186 (1 review written)

I rang AXA asking if I was covered for something and they sent a company to have a look, all seemed ok, then without telling me if I was/ wasnt covered or asking if I wanted the work done, the company did the work and I had a bill for £350. The company would not give a break down of the costs, which I worked out to be approx £200, they said that information was confidential, I thought I was the customer and should know these things but apparently not!!! … Read Full Review

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★★★★★

“Fast professional courteous friendly thank you ”

Written on: 12/08/2014

excellent service by the whole AXA team in valuation and settlement of my jewelry claim I must make a thank you to a manager from claim and a special thank you to the Claims Incident Manager who viewed something needed chasing up did so and executed the operation swiftly and followed through to conclusion of the matter. I would highly recommend any one to use AXA but I stress make sure you tell the whole truth and provide a reasonable level of proof of incident or item, if your claim is… Read Full Review

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★☆☆☆☆

“Stopped me from being able to sell my house for 2 years!!!”

Written on: 11/08/2014

Axa put me through hell after my break up - the first sale fell through I couldn't sell for 2 years after that - they refused to insure the prospective new owner at terms that were acceptable to ANY mortgage company. Thankfully the financial ombudsman found clearly in my favour but I was totally unable to sell my house since it had previous subsidence work and they refused to carry over cover. I thought that's what the certificate of structural adequacy covered?! What exactly did I pay them… Read Full Review

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★☆☆☆☆

“Terrible claims service - very poor all round ”

Written on: 07/08/2014

The claims process begins by staff not ringing you back within published time limits (misses it by days) When an advisor does make contact, the call takes over an hour and begins with the mindset of te call taker being that you are a liar and trying it on. The process is painfully slow and patronising Customer service is awful Avoid at all costs. Pay a little more and get a better service when you need to make that important claim. Axa makes the claimant arrange all sorts of… Read Full Review

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★☆☆☆☆

“Terrible Insurance Company”

Written on: 24/07/2014 by MarkSE5 (1 review written)

I was burgeled, and had to speak with AXA to secure my property main door and two internal flat doors. They said we should use their recommended supplier which we did, only for them to arrive late and change one lock leaving our flats wide open for 24 hours. Then trying to sort out the claim, slow and sloppy. Made formal complaint for poor reply which was late following their complaints procedure. DO NOT take out insurance with this compant. Terrible… Read Full Review

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★☆☆☆☆

“Rude staff awful service ”

Written on: 21/06/2014 by Cooper177 (1 review written)

It's awful enough that you come home to find damage to it, but to then phone and have staff be rude and condescending is the pits. I'd rather not go into too many details but when the person on the other end of the phone discovered the accidental damage wasn't actually insured, I could hear the glee in her voice. I question here the whole process - when signing up for insurance - can you not be clearer about what is not insured ... I wrongly assumed I was as I had just about everything else… Read Full Review

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★★★★★

“Bag theft”

Written on: 16/06/2014 by Bowmanwk1973 (1 review written)

I was mugged my handbag was stollen couldn't believe it claim settled and check sent under a week brilliant Thank you I would recommend that you add personnel insurance away from home with your contents insurance hassle free… Read Full Review

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★★☆☆☆

“12weeks later”

Written on: 10/05/2014 by Abbeyt493 (1 review written)

It has been 12 weeks since we had a major fire in our extension,we have only just had some windows put in 12 weeks after the event,and not all the windows have been replaced as permission is needed. We have spent so far over £100 on phone calls chasing contractors up and then are told they haven't received permission fron insurance company. Communication is extremely poor between insurance company and the company's they use. I will not recommend axa to anyone… Read Full Review

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★☆☆☆☆

“Terrible Customer Services Ever- please be warned!!!!!”

Written on: 12/04/2014 by Brucec148 (1 review written)

terrible customer services, so rude, horrible company… Read Full Review

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★☆☆☆☆

“AXA are simply lying thieves intent on ripping people off.”

Written on: 28/03/2014 by hmBruce346 (1 review written)

Like a number of people on here I had a water leak which damaged my bathroom and kitchen. I rang AXA who tried to ignore my calls and emails and delayed as long as possible before finally responding to my claim. When they did respond they informed me they would send a loss adjuster/property adjuster from Cunningham who turned out to have a family crisis which delayed the claim a further week, incredible. When the guy eventually did come out he admitted he hadn't read the policy so would have to… Read Full Review

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★☆☆☆☆

“Disgusting Liars pathetic”

Written on: 18/02/2014 by ScrewedbyAXA (1 review written)

I submitted a claim after someone decided they wanted my camera more than me. I am disabled and have a mobility scooter which is stored in the rear of the vehicle. A lot was stolen. My claim of nearly 4,000 was reduced to a 250 pound settlement due to AXA being able to play there game better than me. No amount of words can described how they handled this claim, After all was said and done(Complaints to Ombudsman, Legal Aid etc) They still didn't pay what they said they would, I am in very poor… Read Full Review

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★☆☆☆☆

“Worst company ever avoid”

Written on: 31/01/2014 by Lianne33 (1 review written)

Contacted on 30/12/2013 regarding loosing my gold charm bracelet went through all the details over the phone was told somebody would call me on the 3/1/14 in which the did to go through the claim was made to feel like a criminal at the end of the call was told that paper work would be sent out which it was filled everything in sent it back them this was sent back on the 21/01/14 got a call on the 22nd to say they have received and someone will be in touch got a call on the 23rd to say… Read Full Review

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★☆☆☆☆

“awfull comapny axa emergency”

Written on: 10/12/2013 by jav73 (1 review written)

this company is awfull to deal with left me without heating and water for over 5 days and i had to pay to get the job finished.They refused to reinburse.Avoid like the plague … Read Full Review

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★★★★★

“Quick, painless and very efficient claims service ”

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 from… Read Full Review

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★★★☆☆

“Very rude on the phone”

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 Full Review

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★☆☆☆☆

“Alarmingly Suspicious use of the bin or a paper...”

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 the… Read Full Review

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★★☆☆☆

“home emergency cover”

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 Full Review

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Axacustomerservices's Comment

Written on: 05/09/2013

Hi there, We are very sorry to hear about your experiences with us. We'd like to look into this further. If you could send an email to socialteam (at) axainsurance.com, quoting your policy/claim number and all relevant background detail, we will investigate as a matter of urgency.

Thanks,

AXA Customer Services Team

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★☆☆☆☆

“This company is useless”

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 Full Review

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Axacustomerservices's Comment

Written on: 03/07/2013

Hi,

We are sorry to hear that you feel that way and we'd like to look into this further. I work for AXA and if you send an email to us, quoting your policy/claim numbers and detailed information in regards to your claim, we will investigate this as a matter of urgency.

Thanks,

AXA Customer Service Team

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★☆☆☆☆

“AXA make a point of making life as difficult for...”

Written on: 06/06/2013 by Grohmann (1 review written)

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 Full Review

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Ernieharrison's Response to Grohmann's Review

Written on: 14/06/2013

this very true

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Axacustomerservices's Response to Grohmann's Review

Written on: 03/07/2013

Hi,

Very sorry to hear about your experiences so far. I work for AXA and we want to look into this immediately. If you send an email to us, quoting your policy/claim numbers and detailed information in regards to your claim, we will investigate this as a matter of urgency.

Thanks,

AXA Customer Service Team

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Eylesy71's Response to Grohmann's Review

Written on: 21/06/2013

Go straight to the Financial Ombudsman. Don't waste any more time with AXA they are a joke

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