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28th August 2018
I saved hundreds
Hundreds of pounds cheaper than my renewal quote and that's with breakdown cover thrown in
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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...
Read more 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.
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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...
Read more 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.
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22nd August 2018
Good, sturdy insurance company
Fast and simple, I have been with this company for the last 3 years. When there was an issue it was sorted quickly and efficiently.
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16th August 2018
Not the best customer service
I bumped by car and it took over 1hr on hold to get through to talk to anyone about the incident.
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4th August 2018
cheap great cover
was very easy to use the website. Great information to enable me to select the best policy. Got a cheap policy and covered everything I wanted.
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20th July 2018
Friendly, flexible and helpful.
This is my second year with AXA Insurance and wont be my last. The advisers are always extremely helpful and polite. The cover is explained clearly. The price is VERY competitive. Just can't prise them enough.
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18th July 2018
Great!
I was on my mums insurance since I passed my driving test at 18 and this year I have only got my own car as I was away at university for three years. Got a great deal with AXA and I am so happy have had no problems so far! Definitely recommend
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18th July 2018
Great product
Working in the insurance industry I see many different products. The Extra scheme offers great cover and will suit many different people
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17th July 2018
Great customer service
AXA are polite and friendly over the phone. They provide a clear and comprehensive health plans which are easy to understand. Their customer representatives will clearly explain what is available to you with whatever package you have subscribed to....
Read moreAXA are polite and friendly over the phone. They provide a clear and comprehensive health plans which are easy to understand. Their customer representatives will clearly explain what is available to you with whatever package you have subscribed to. All in all, a good company to provide private healthcare.
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17th July 2018
Auto renewal scam
Been trying for 2 years to get refund on auto renewed policy axa never bothered to notify me about, still struggling to get Peacock insurance brokers to fill form and return.
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4th April 2018
Totally Incompetent
AXA's Claims staff are shockingly bad at their jobs or the department is just ridiculously understaffed - it took more than 9 months for them to deal with one claim and over 6 months to deal with another. Refuse to provide a courtesy car for repairs...
Read moreAXA's Claims staff are shockingly bad at their jobs or the department is just ridiculously understaffed - it took more than 9 months for them to deal with one claim and over 6 months to deal with another. Refuse to provide a courtesy car for repairs even though I was entitled to it under my policy, lied about witnesses not sending statements and sending allegations to Third Party insurers. The department is supposed to be open from 8-5 Monday to Friday but you still get an out of office message when trying to call after 8am and you have to wait at least 40 minutes just for someone to answer the phone. Worst customer service experience ever! AXA will cost you a lot of time and money for absolutely nothing.
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20th March 2018
Trying to rip a elderly women off
My mother joined with them as the price was good a year later it doubled so she rang up to cancel it and told them she was also cancelling the direct debit bearing in mind it hadnt been renewed. for over 3 months she has had letters and ive also had...
Read moreMy mother joined with them as the price was good a year later it doubled so she rang up to cancel it and told them she was also cancelling the direct debit bearing in mind it hadnt been renewed. for over 3 months she has had letters and ive also had emails demanding for money i rang up told them that it was cancelled but they keep on sending no wonder them a warning to anyone you can find better insurance companies wbo actually listen when you get in touch and not force people to have a policy that they dont want
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26th February 2018
unresponsive
My van insurance is with Dialdirect but uderwritten by Axa. I hit a gatepost 5 weeks ago, so my claim is dealt with by Axa. They will not pick up the phone EVER , I go through around 5-6 departments, all with a selection system, this takes 9 mins,...
Read moreMy van insurance is with Dialdirect but uderwritten by Axa. I hit a gatepost 5 weeks ago, so my claim is dealt with by Axa. They will not pick up the phone EVER , I go through around 5-6 departments, all with a selection system, this takes 9 mins, they when I get to underwriting I get put on hold forever. I have complained to Dial direct and they've already refunded the cost of the calls so far. I was told ( via an Axa operator ) that I was being sent a replacement van last week, but that never happened. Dial direct spoke to them 6 days ago about this claim, Axa told them they would get in touch with me, but again no response. I'm thinking of taking Axa to court for the cost of the repair ( I've got the estimate) plus the insurance premium as, If they will not pay out, then technically I do not have any insurance, I've just bought a meaningless piece of paper.
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11th February 2018
Good price comprehensive cover
Great cover for insurance. Got a good deal from compare the market. Included breakdown cover and a courtesy car. I would highly recommend them.
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14th November 2017
Friendly, informative and good price
Friendly company, really easy to join up and gave easy to follow instructions on exactly what they required to authenticate everything. Good prices as well, much cheaper than most other insurance companies.
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16th October 2017
For the love of God, do not insure with them..........
Tried to claim, but they will use absolutely everything in their power not to pay out. They took my car after a small electrical fire and not only will they not cover it, but whilst in their care the car has been ransacked of anything valuable and...
Read moreTried to claim, but they will use absolutely everything in their power not to pay out. They took my car after a small electrical fire and not only will they not cover it, but whilst in their care the car has been ransacked of anything valuable and I've lost a brand new sat-nav and cash etc........ the Police are going to be involved.
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