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AXA: Home insurance reviews

Name: Home insurance
Rating: 3.06 (93 reviews)

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3.06

Based on 93 reviews, last reviewed 12th Oct 2026

100% increase in 5 star reviews

in the past 90 days

100% increase in 1 star reviews

in the past 90 days

33%

15%

48%

Latest highest rating:

4

Overall customer experience with AXA home insurance... Overall customer experience with AXA home insurance is mixed, characterized by a sharp division between strong policy features and frustrating claim p... Read more Reviewed on: 12th October 2026

Latest lowest rating:

1

Cancelled vulnerable person's policy AXA cancelled my elderly Mum's home insurance over a year ago, after renewing it. No letter or email was sent, leaving elderly person uninsured for ov... Read more Reviewed on: 20th August 2026

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About this product

AXA have three home insurance policies to choose from.

AXA Home Insurance is the most basic cover, AXA Plus Home Insurance is mid-tier and AXA Premier Home Insurance is a premium policy. You can get a quote and manage your policy online and there’s a range of optional extras to tailor your cover.

AXA home insurance reviews help you find out what it’s really like to be a customer. If you’ve used AXA before, you can also leave a review and share your experience.

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AXA Home insurance reviews (93)

Overall customer experience with AXA home insurance...

Overall customer experience with AXA home insurance is mixed, characterized by a sharp division between strong policy features and frustrating claim processing. While independent industry experts consistently give AXA high ratings for its robust coverage tiers, actual policyholders report contrasting experiences depending on whether they are managing an everyday account or filing a major claim. Reviewed on: 12th October 2026

Home insurance quote lower than last year

I have received a quotation for renewal of my Home Insurance which is lower that what I paid last year. Reviewed on: 20th August 2026

the pricing is always decent.

the pricing is always decent. The home emergency cover is very useful and the call centre people are knowledgeable and get the right trades people for your call out Reviewed on: 20th August 2026

Cancelled vulnerable person's policy

AXA cancelled my elderly Mum's home insurance over a year ago, after renewing it. No letter or email was sent, leaving elderly person uninsured for over a year. Very irresponsible. This has now led to a very high insurance premium with another company. Reviewed on: 20th August 2026

Here’s my delightful little review of AXA home insur...

Here’s my delightful little review of AXA home insurance. These geniuses decided to void my entire policy over a genuine mistake — because apparently common sense is optional over there. Stunning customer service. Truly award‑winning. Honestly, what else can you call them? A full‑blown bunch of cowboys galloping around the the insurance world, collecting money from customers and then pretending to faint the moment someone actually needs help.But sure, AXA, keep up the performance. The circus needs clowns. Reviewed on: 30th July 2026

no good home insurance

I could not make a single claim regarding my policy covers, the staff refused to replace my loss Reviewed on: 8th July 2026

Scam of a company

Really awful company do everything in there power to refuse a claim. The insurance is not insurance as they will blame you for everything so they don't have to payout and nothing seems to be covered. Reviewed on: 26th March 2025

Don’t insure with Axa thieves

Treated like a criminal Axa also loss adjuster’s Crawfords and Paris Green whom was the loss adjuster dealing with the claim. Paris done everything in her power to find something in order for the claim to be declined and it was a genuine loss but the claim was declined. The complaints department are useless but they work in favour of Axa and the loss adjuster. Axa takes your premiums but don’t like paying out Reviewed on: 25th March 2025

Dreadful claims process - needs FCA investigation

Quite possibly the worst home insurer I have ever encountered. We have unfortunately had to claim twice in 5yrs - (i) escaping water - this claim took 11 months to resolve, and ultimately cost AXA more than the quotes due to the incompetence of our claims handler ("BP"); (ii) a car drove into our boundary wall - BP requested two local quotes prior to concluding that they were overcharging for materials - a matter which is out of our control and quotes reflective of the area we live in. We are yet to see the matter resolved after 3 months with BP claiming they can only cover the cost they have calculated (£2k less than the quotations). I am complaining to the FCA due to unfair customer treatment. Luckily for me, I have now changed home insurer for any future issues - I would recommend you do the same! Reviewed on: 5th December 2024

Falsification and fraud by Ray Jones Roofing Ltd

.AXA sent Andy - Ray Jones Roofing Ltd to do a temp repair on roof leak following storm as per my HE policy. Andy was equipped w/only a ladder, failed to identify any issue, did not complete any temporary repair or anything to mitigae ongoing leak into my home. Said he could not see any issues & further investigation is needed. Said ring insur & he would return with the necssary tools & he would write this to my insurer specify that my case remain open. He had me sign a blank form saying I was signing to say he had attended and seen me. That form was then falsified to add on saying tiles were removed to check for leaks but nothing was identified and went on to say "The guys belive its poor workmanship". This is contradictory to what was discussed. No poor workman ship was evidenced, or discussed with me. I did not know that they would be forging the paper writing a totally different thing to what Andy told me & pretending I signed to agree to it. After filing complaint with Ray Jones he phoned, was unbelievably unprofessional. Intially denied anyone had written 'poor workmanship' on report, offered to prove it by sending me a photo of it, backtracked &ultimtely admitted to falsifying the report by having th woman in the office write it. He stated that they "have" to put down either poor workmanship, malicious damage, or wear and tear on the report. These are the 3 things insurance would not cover, so it is evident to me that Ray Jones is deliberately adding it to reports sent to the insurer to invalidate claims. I hope AXA has not instructed him to do this as it would be fraud. It needs to be urgently investigated. Ray also argued it's not his job to locate the issue and complete a temporary repair, eventhough that's precisely what home emergency covers and said he is only able to 'replace tiles' and would not fit a tarpaulin to mitigate damage claiming it would 'just blow off anyway', eventhough thats again what my policy stipulates the contractor will do. Instead I am expected to continue to suffer water pouring into my home in the meantime rather than carrying out the job he was hired for-causing more damage to my home. He also endlessly complained that he wanted to be paid for 3 hours but AXA only pay him for 1 hour maximum (his staff member was here for 35 minutes and 15 of those were spent on the phone to someone else talking about that days appointments). I explained that if he's not happy with what he is paid he should not take the job, and I have no control over that I am just a customer of insurer. If he feels underpaid, thats no reason to take it out on innocent customers falsifying reports to close down claims unjustly, as he doesn't want to invest the time & effort into completing job he was hired for. He is only taking the jobs to have someone attend with no equipment, have customers sign a blank page, falsify a report later to invalidate their claim and not have to bother doing any actual work. Anyone can falsify a sentence, it's much easier than locating and fixing the actual problem- something a professional person with "40 years experience" as he claimed should be able to do. I recorded the whole conversation and will be passing it onto trading standards. Considering the serious nature of the admissions I am finding it extremely difficult to have any faith in my policy knowing that the contractors they use admit to falsifying reports. I raised the falsified report with Steve from AXA, who admitted the photos show no evidence of poor workmanship and could hear how upset I was. Initially he offered to send the same roofer back which obviously I could not agree to as they are untrustworthy, said a differnt company would be sent then withdrew that after liaseing with his manager and said nothing they could do and they accept the false report. Suggested I hire my own surveyor to write a report to counter the falsified report. He refused to allow me to speak to a supervisor and basically told me I was wasting my time repeating the situation & all I could do was file a formal complaint & wait 8 weeks. Reviewed on: 2nd October 2024

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