I had a very disappointing experience…
I had a very disappointing experience with AXA Travel Insurance. I purchased a policy in good faith expecting support if something went wrong during my trip. Unfortunately, when I needed to make a legitimate claim, the experience was frustrating from start to finish.The claims process felt unnecessarily complicated, with repeated requests for documentation and long delays between responses. Communication was inconsistent and often vague. When my claim was ultimately denied, the explanation provided was generic and did not properly address the specific details of my case.What was most concerning was the lack of professionalism in how the situation was handled. Instead of feeling supported during a stressful time, I felt dismissed and left to chase updates. Travel insurance is meant to provide peace of mind — in this case, it created additional stress and financial loss.Based on my experience, I would strongly encourage others to carefully review policy terms, read the fine printsand consider alternative providers before choosing AXA.
sherene wray
Very disappointing being insured with one of the biggest firms (AXA)
Unfortunately, after being insured with AXA for several years, when the time came to make a claim following an accident at my property, the process has been extremely disappointing. I have been dragged through the claims process for years with no settlement, no resolution, and very little communication. My claim remains unresolved, and I have been left in the dark with no meaningful support from AXA.
Charles B Mansour
We suffered. Be warned!
Please be warned. We suffered a massive leak that collapsed our kitchen ceiling over a year ago. I contested the undisclosed £10,000 excess for 'escape of water' on the block's AXA insurance policy at the First-tier Tribunal against the RMC (Azure Management Company Ltd).AXA insurance's argument:"We had originally advised that the complaint solely lay with the insurance broker. Upon further review I have determined that the excess on this policy was indeed proposed by the underwriters within AXA Insurance. However the terms of the policy, including all excesses, were proposed to St Giles who confirmed that the quote was accepted by the policyholder Azure Management Company Ltd."FTT Decision:"The Tribunal does not consider incurring the cost of a policy with a £10,000 excess was a reasonable outcome""Fortunately, such a situation is contemplated by the Lease which at Schedule 6, paragraph 2.4 states:“If notwithstanding the extent of the risk and value as aforesaid the money receivable under such insurance shall be insufficient to meet the cost of the necessary works of the rebuilding repair or reinstatement then the deficiency shall be treated as a further item of expense under this Schedule recoverable from the tenants accordingly insofar as any such deficiency may relate to an excess limitation or exclusion under the terms of the Management Company’s insurance policy from time to time.”
Archi
Axa is the worst
Axa is the worst! They really take advantage of the insured during the claims process. They gave me only a fraction of what I was entitled to. Stay away from Axa.
Robert Tennyson
I insured my rental property with AXA…
I insured my rental property with AXA believing them to be one of the best how wrong. Had fire in the house tenants nearly got killed burnt top floor out while in bed 23/06/24 as of today my house sits empty in the same state as day of fire. I received message while on holiday that there had been a fire,They have withheld quote that show the rebuild cost to be higher than what they paid there not even releasing it to ombudsman, they know how to play the system and with Davies group it's not about looking after customer it's about how much they can save the insurance company. Its had impact on my health with all the stress and iv had to find the mortgage.i now stand to loss the house as it's got to go to auction in the damage state i won't even cover the cost of mortgage, Sad to think it's our premiums that pay companies to not payout on claims.
Mark Glithero
Offered the best value for money
Offered the best value for money
Robi Neogy
A vulnerable innocent policyholder…
A vulnerable innocent policyholder who lost a family member turned to AXA for help with their commercial insurance, and was turned away with appalling service. Tried to escalate this to the Complaints Team and CC’d the CEO office in issues raised but was blocked from contacting them. The commercial claims department we complained about were the ones who handled and responded to the complaint, The letter was written in such a way that a 10 year old could have written a better letter and shown more empathy. Disgusted with AXA. David Milner the manager was handling the complaint, took over 3 months to reply, and the reply was not from him, it was from his claim handler because David knew the response was unfair and he did not want to put his name against it. Absolutely disgusted. This is not the end I will make sure my views are heard over the social media network and the CEO office at AXA is brought fully up to date.
marcus barnes
I Have cancelled my insurance with Axa…
I Have cancelled my insurance with Axa as they declined a claim which we were insured for they’ve found every excuse in order not to pay. I tried getting quotes from other companies and found out Axa have not closed the claim down even though the claim was declined so stops me from insuring with another company Axa have also put online that they paid us out for the claim which they declined. They are fraudsters they just take your money BUT YOU ARE NOT INSURED WHEN YOU NEED TO CLAIM……. Avoid your better off to be without insurance …..
Dads house
Requested a quote for commercial…
Requested a quote for commercial landlord insurance but tenant then died so did not go ahead with any paper work or pay for policy. AXA notified policy was not in force due to lack of completed contract or payment but then months later received a demand for full payment stating "premium remains payable even if policy not taken out". Policy "Important information about your Axa Landlord insurance policy: DI LAN 9183602".There cannot be worse commercial landlord insurance companies.
Ram Bekit
PLEASE PLEASE PLEASE AVOID
PLEASE PLEASE PLEASE AVOIDThree months without a car now. A drugged up BnQ driver hurtled past me and nearly killed me and my ten year old niece.With three independent witnesses, the meta data, the paint from his van on my car.... and Axa are victim blaming me!!!!!!!It gets that ridiculous, the perpetrators story has changed three times, and yet they are standing by him, even though he was on drugs and left the scene of the RTA!!!!After my last update on here (the only way you can seem to get any sort of human response)... Oh it was replied to same day (saying they woud look into it), but then left ignored for another three weeks and here we are, still on the same merry go roundabout.They haven't taken his seriously at all, hence why I ma urging people now - DO NOT USE THESE COWBOYS!!!!!PLEASE PLEASE PLEASE as a business, do not deal with these people. They do not operate within the confines of insurance ethics and I have now had to escalate this to the Financial Ombudsman Service.This debacle has even got to the point, they lie about contacting witnesses! They blame me for trees covering CCTV, like this is within my control! It gets more and more ludicrous.I urge anyone from a strategic level looking to partner with these people, they need to seriously look into their ethics (non-existent from my experience).The fact I wrote on here three weeks ago and nothing has changed or have even been contacted, speaks volumes about them and their customer service.It's sad that I have to do this on here to even get heard.Three months without a car and no transport over Xmas.This whole situation could have been sorted in a week.Instead Axa choose to align allegiance with BnQ and not do the right thing and absolutely bully the victim.I have no choice from here but to go to the press. Would be interesting to see how many other people they try to bully.AVOID AVOID AVOID AT ALL COSTSAlan Scrutton should be stripped from any role working wiht the public, he is shameful as a claims handler. Victim blaming should come be an arrestable offence; seen the suffering it causes.... All to hit targets. Sad sad timesDate of experience: October 23, 2024
Kerry Voellner
Axa migrated my insurance from…
Axa migrated my insurance from northernrock to a team of brokers who added cover without consent which was not required.changed 2 bedroom hose to a bungalow with no set rooms and added worldwide cover and increased values on items and contents every year.got both dates of birth wrong on cover and increased premium year upon year for 12 years.much cheaper like for like cover but axa treats people with mental health as cash cows to extort higher premiums.they can't be trusted.be very careful with axa agents.
Bash Zaman
A good experience with our claim for repair of a burst pipe.
We have been insured with AXA for 12 years and this was the first claim we have made. Sending the quotes and invoices went OK It was when I called the claims department to ask about progress that I was impressed. Katrina was efficient and helpful, the insurance only covers the locate and access part of the repair but the contractors were able to seperate the costs and Katrina and Jasmyn processed the payment very speedily. I had been told insurance is a minefield, we had a very good experience.
Viv King
Don't use AXA for Landlord Insurance
I have insured two rented out flats with AXA for the last 5 years and never claimed anything. One of the flats recently suffered from a soil pipe blockage that required a specialist drainage contractor to unblock and quite a lot of plumbing work to access the pipework. The blockage caused a water leak which caused some damage in the flat below. In good faith, I authorised all of the various contractors to do the necessary work as quickly as possible for the sake of my tenants and the occupants of the flat underneath. When the repairs were complete I asked the plumber if the original blockage (toilet paper) had come from my flat and he said that he thought it had and that it had been probably been developing for a long time (ie. not the fault of my current tenants). As such, I contacted AXA to inform them that, once I had all the invoices, I would like to make a claim for all the repair costs. I assumed that it would be a very straightforward claim but I was sadly mistaken. Firstly, I was told that the 'direct claims' department could only deal with the repair costs to my own flat and I would have to file a separate claim with the 'liability' department for the damage to the other flat. I was then put through to that department who said that I might not be able to claim for the downstairs flat as a blockage is not negligence on my part. If the claim was successful I would also have to pay a second excess. I don't doubt that everything I was told is legally true, both the call handlers were clearly sticking to a script, but I am so disappointed that AXA are trying to make it as difficult as possible to pay out on an issue that I have tried to deal with totally honestly and fairly. I am probably very naive but it makes you wonder why you bother paying insurance. As soon as this claim is dealt with I will be changing my insurer.
David Stephen
An Appalling Experience with AXA's Landlord Policy
The omens weren’t promising when we rang AXA to advise them of a fire at our rented property and request they make it secure and were asked “why are you ringing us?”. Fortunately the tenant, ( “Laddo” per the loss adjustor), was away so there were no physical injuries; two different forensic teams were unable to find the cause of the fire. a) On Day 3 the loss adjustor advised that the property was undervalued and that the relevant valuation was at the date of the incident rather than the date of inception of the policy. He provided AXA and ourselves a valuation which was based on an incorrect measurement of the property together with a figure at the time of the fire.b) On Day 25 the property was made secure.c) Between Days 32 and 64 we were unable to find anyone at AXA who was willing or able to deal with the claim. The loss adjustor said he could have no involvement in the claim until/unless an agreement of the valuation could be reached and in any case, if there was an undervaluation AXA would not be responsible for sourcing contractors or any project management of the repairs.d) On Day 75 AXA confirmed that the valuation of the property for insurance purposes would be based at the start of the policy year not the time of the incident (See Day 3). e) On Day 88 AXA provided a further valuation, but no workings. This was still higher than what we believed to be the correct figure.f) On Day 100 we submitted a complaint to the Ombudsman about lack of progress in the claim and the attitude of AXA and the loss adjustor.g) On Days 100,107,119,137 we asked AXA for workings plus details of progress they had made in expediting the claim, but we received no response to emails or phone calls.h) On Day 237 AXA tried to force us to accept another valuation (over 30% higher than that from Day 88). We refused and the valuation was later proved by the Ombudsman to be incorrectly calculated with some costs duplicated.i) On Day 401, The Ombudsman’s Investigator found in our favour stating that AXA had to pay the claim in full, but AXA rejected the findings so it was referred to the Ombudsmanj) On Day 620, the Ombudsman found in our favour, leaving AXA with no choice but to pay the claim, lost rent, interest and compensation.k) On Day 891, after various discussions regarding the valuation of the damage, inflationary impacts, compensation etc the claim was finally paid in full.On various occasions I was accused by AXA of lying, trying to commit fraud and withholding information. On one occasion I was told that if I did not accept their instructions, the policy and claim would be cancelled.AXA also stated that once the claim was in the hands of the Ombudsman they would not deal with any complaints. In one response they stated that the reason for the lack of progress was our refusal to accept the (wrong) valuations. What we also found astonishing was that AXA failed to meet the Ombudsman’s deadlines for responses to their findings, which gives an indication of their contempt of the Ombudsman’s process.The house in question had been my late parents home for the best part of 60 years until it was rented to help pay for their care costs. It seems obvious that AXA and Crawfords have a policy of trying to grind their customers into submission; we refused to surrender to their (and the loss adjustors) bullying. In the end, we felt that we won the case, but, gosh, what a traumatic experienceWe had always believed that the mission of insurance companies was to help alleviate “worst case” scenarios, in our case, AXA and Crawfords made the worst case even worse. As is alluded to above we had a number of issues with Crawfords the loss adjustors, but these will be reviewed in their Trust Pilot portal
David
WORST INSURANCE COMPANY
WORST INSURANCE COMPANY, I am so upset that I didn't read the reviews before. I have provided them all the details for the claim and they stopped responding me. Sometimes the person who was handling my claim gets replaced by another, sometimes they are on vacation. Its been over a year and my claim is still open. I just cancelled the insurance. NEVER BUY ANYTHING FROM THEM
Qamber
One of the most frustrating insurance…
Today 04/03/2024Nothing done Avoid any insurance from this company.Trust me don't take any insurance from this company they take your money, and your not insured Con-JOB Today 21/02/2024Nothing done Avoid any insurance from this company.Today 08/02/2024No answer nothingOne of the most frustrating insurance companies.To complain is a pain in the neck To claim is a pain in he neck.My complaint and claim is just not coming to a conclusion they just keep on pending.Avoid this company. Trust Me. Claim no. 3135210. It has been nearly 9 weeks know started from 16/12/2023.Broker homelet they are even worse
Amir Lodhi
Have used AXA for commercial landlord…
Have used AXA for commercial landlord insurance in the past, so approached for a quote on a new commercial building. It was for a business unit, which didn't directly match their limited insured building types, so I called them to see if it fell under warehouse or industrial unit - initially he said no, but then when I asked for Axa’s definition of an industrial unit, he went away, and came back saying that the classification of Industrial Unit does include business units, as long as I’m happy with Industrial unit. Well, it’s not up to me whether my building fits Axa’s definitions - it’s up to Axa to confirm to me that the building I propose to insure, meets their own definitions. Having had this combative attitude, I checked the tenants business (EV point/solar/ground source heat pump installer) and he said they don’t insure that type of tenant as an occupant. I didn’t bother to enquire why but I certainly wont waste my breath in the future. Another policy placed with Direct Line.
Dan
Avoid, they are a ripoff.
Having had landlord insurance for 12 years the tenant almost destroyed my property. Axa were not interested, completely unsympathetic and immediately cancelled my insurance without notice once I’d managed to get the tenant out with a Section 21. £25K of damage to the house including significant structural damage, 30 car loads of crap to to the top. I thought insurance was supposed to help with this sort of thing. It’s a complete con, avoid this company like the plague - they are a bunch of crooks.
Williams
Dreadful service
Dreadful service - have a complex change to my policy and they refuse to publish a telephone number anywhere on their site
Bigmat
Absolute con men
Absolute con men! Take your money but won’t ever pay out. Claim took over 3 months and the minute you complain due to lack of communication they deny the claim. They also cancelled my insurance giving me 30 days notice but still continue to take direct debit payments. I’m letting them build up and I’m then going to register the theft through small claims court. Stay away from this thieving company. They run a business on pure greed and deception. You never are really insured. Be warned.
Jay
