Axa Reviews

Ratings based on 130 reviews Last review 1 month ago
3.76 / 5Great overall rating

Axa reviews can help you to find out what life as an Axa customer is really like. Axa believe that when their customers need them...the little things they do to help can sometimes make the biggest difference. Smart Money People is the place for Axa...

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Axa reviews can help you to find out what life as an Axa customer is really like. Axa believe that when their customers need them...the little things they do to help can sometimes make the biggest difference. Smart Money People is the place for Axa reviews. Read and write reviews to help increase trust and transparency in Financial Services.

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23rd September 2018

Axa direct

Thankfully I've never had to have much dealings with my insurance company. However any time I have contacted them their customer service is excellent. They answer queries and questions quickly and continue to keep you up to date with emails. Cost wise...

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Thankfully I've never had to have much dealings with my insurance company. However any time I have contacted them their customer service is excellent. They answer queries and questions quickly and continue to keep you up to date with emails. Cost wise they have always been the cheapest local company to me and then lower my cover cost when I recommended my partner to the same company.

Emma j smiley's avatarEmma j smileyLevel 1
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25th August 2018

AXA Home Insurance - A Tale of Woe - Part 1

We are a family of 6, of which 4 are young children. Here is our tale of woe, that has involved countless telephone calls, emails, wasted time (Nov 17 to Aug 18 and onward) and cost us a lot of...

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We are a family of 6, of which 4 are young children. Here is our tale of woe, that has involved countless telephone calls, emails, wasted time (Nov 17 to Aug 18 and onward) and cost us a lot of money.

We had an escape of water in a small ensuite bathroom last November where the shower tray had cracked unexpectedly. The water travelled as it was trapped underneath the vinyl and continued across the house. It reached the main family bathroom and spilled out where the vinyl there met the hallway carpet soaking it. A lot of water subsequently came through our kitchen ceiling causing the ceiling to crack and bend.
We contacted AXA and were initially impressed, they told us they would send a surveyor from BVS to assess the damage within a couple of days. The surveyor offered a cash settlement to fix the repairs and advised us the hall way carpets could be replaced. A company specialising it drying properties was sent out to try and stop further damage, they left dryers on in our home for almost 2 weeks to remove as much moisture as possible. To aid the drying process they removed segments of the vinyl to expose the wooden boards. Unfortunately, this was where things started to go wrong.
We had humidity tests done on our kitchen ceiling and bathrooms after the drying company finished and they were still showing high levels a month afterwards. We got a series of quotes for the repairs and found that the settlement would only cover about 10% of the cost. Given AXA didn’t seem to want to accept the quote as “fair” we decided in January that we would get our own contractors in to fix our kitchen ceiling as we wanted to avoid future issues and would reclaim the additional costs later. Our contractors repaired that damage professional and promptly, however we were now £300 out of pocket as the settlement (before the excess was deducted) hadn’t been sufficient. We challenged AXA on this and eventually they accepted the repair cost for the kitchen ceiling was greater than initially believed and increased the settlement amount for this aspect, although we were still out of pocket for it.

Anthony Stebbing's avatarAnthony StebbingLevel 1
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25th August 2018

AXA Home Insurance - A Tale of Woe - Part 2

We are a family of 6, of which 4 are young children. Here is our tale of woe, that has involved countless telephone calls, emails, wasted time (Nov 17 to Aug 18 and onward) and cost us a lot of...

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We are a family of 6, of which 4 are young children. Here is our tale of woe, that has involved countless telephone calls, emails, wasted time (Nov 17 to Aug 18 and onward) and cost us a lot of money.

As AXA didn’t feel the quotes we sent them for the bathrooms were reasonable and we couldn’t come to agreement we agreed that AXA could instruct its own contractors to carry out the repairs, as if additional damage was incurred this would be covered. After several visits to scope the work we were expecting the works to be agreed by the end of February. However, AXA spent over a month negotiating the costs with the contracts and the works weren’t agreed till the later end of March. The expected date for the works during Easter came and went and still nothing had been done.

We complained and subsequently the contracts had to do another site visit (why we have no idea!), and a date for the works was agreed for July. However, as they did not order the replacement vinyl they did not turn up nor notify us in advance, which wasted the time we booked of work. A later date at the end of July was agreed, the work should have taken 2 days as per the scope of works, however when the contractors turned up at 8am they did not have all the necessary materials they had to go pick up this, in addition they didn’t seem interested in carrying out all the works on the scope and had to be challenged on this. They left our house at 11:30am the same day as they had “finished”.

However, their definition of finishing involved them causing thousands of pounds of damage to our bathroom tiles, as they had failed to show due care and attention at our property. In their rush to “finish” the job they had caused more damage than they been sent to fix, they could not connect soil pipes correctly and our sinks aren’t level (they are about 1cm higher on the right hand side). When we complained to the contractor they told us that new scoping would be needed for the tiling repairs so they wouldn’t be fitting the vinyl, so at this point we had been 8 months without proper covering for our bathroom floors!

We complained to AXA about this, according the “Claims Manager” the contractors had been trying to “minimise disruption for our family” which was why they hadn’t been there that long. The damage to the tiling was “incidental” and wasn’t the contractors fault. Personally I’m shocked by such a claim as normally if you are experiencing difficulties you would advise the home owner, or stop and inform them after damage is incurred, not carry on and destroy the other bathroom before informing the home owner!

AXA is refusing to cover the cost of repairing he bathrooms to their former state, they also want to use their contractors again and follow a suggested plan (which we have been advised by other contractors is unlikely to work without incurring further damage). Apparently AXA has no other contractors who service our area (North Essex) except the ones based in East London so we’re limited to them, or a cash settlement. When told they could use their own contractors again on the provision they agree to cover further damage as a result of the repair attempt I was told that AXA could not agree to this condition.

Our only recourse now has to been to seek new quotes for the repairs and once supplied we will be initiating small claims court action as AXA has no intention of fulfilling their contractual agreement.

Anthony Stebbing's avatarAnthony StebbingLevel 1
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