Axa Home Insurance Reviews

AXA's Abysmal handling and customer service

AXA my home insurer recommended and made an appointment for a drainage company (Lanes For Drains) to visit my property on the 21st of May to fix a partially blocked bath. Upon calling AXA, I was told that I had an Home Emergency Cover Extra Policy, so...

AXA my home insurer recommended and made an appointment for a drainage company (Lanes For Drains) to visit my property on the 21st of May to fix a partially blocked bath. Upon calling AXA, I was told that I had an Home Emergency Cover Extra Policy, so as such there was No excess to pay, I was cover up to £1000 and this did not affect my NO CLAIMS BONUS. 
Engineer upon arrival put snake machine down bath waste making a whole in the waste beneath the bath and proceeded to fill the bath to ensure blockage had gone. I coincidentally went downstairs to get a glass of water. Upon open my Living room door on the way to my kitchen, I found water coming through my ceiling in several locations, causing damage to ceiling, wooden floor below, blinds and a floor lamp.A result of the engineer filling the bath and making a whole in the bath waste, all the water coming through my ceiling and get in to my electrics 

I Took videos and photos of the damage caused and the engineer who caused damage helping me to stem the flow of water. To be followed the next day by engineer denying he had caused any damage in my house

Further damage 3 days later caused in removing tiles to get access to the waste. Before removal, Area manager for drainage company attend giving me his direct number via business card and word, ensuring me that any damage done would be fixed and repaired back to original state. 
(It was later found by a further engineer who changed the waste beneath the bath, that the blockage was caused by a build up of debris in the soil stack, not the pipes beneath the bath as all were brand new and replaced when I recently installed a new bathroom less than year ago. 
3 Months later after supplying AXA and the drainage company with videos and pictures from the damage done, neither AXA or the drainage company have taken any responsibility for damage to my recently refurbished house and are deeming me liable for cause and refused to pay for the damage to both bathroom and living room, none of which was present before engineer arriving on the 21st of May 2019 

AXA have shown zero understanding, empathy or taken any responsibility for what has taken place and offered a deplorable £300 to fix all damages, after asking me to get several quotes for the repairs, which I supplied ranging from £4000-£4500

I find this to totally disrespectful and unconscionable on their part to treat customers this way and to take no accountability

I have been paying and had home insurance for the past 20 plus years and never once claimed, so to be treated like this when I asked for help I find despicable.

As a result of this, I will be cancelling my policy and will NEVER spend money, recommend with or do business with AXA again.

POLICY NUMBER : DU HHS 5101386

Jason Level 1

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Viel gutes

Das was ich gehört habe super macht weiter so Daumen hoch

Heiko.fahleLevel 1

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Good quality cover

Have used to cover buildings insurance in my rented out property. Great cover tailored towards. landlords, giving me peace of mind and competitive premiums

LynslatterLevel 1

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Great service with home insurance

I had a recent claim and they sorted it out within minutes and the money was in my account within a few hours . Very helpful and efficient when you need them the most.

StaceyLevel 1

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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...

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 StebbingLevel 1

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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...

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 StebbingLevel 1

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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.

Deano777Level 1

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Great product

Working in the insurance industry I see many different products. The Extra scheme offers great cover and will suit many different people

Bex64Level 1

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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.

bidrickLevel 1

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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...

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 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

LemmyLevel 1

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Problem free

I needed to claim a couple of times on my home insurance. Once following a theft and once following a leak in my kitchen. Both times were problem free and everything was sorted quickly without question

Esther JamesLevel 1

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Easily affordable

Found they provide same service for less money.

Mark RichardsonLevel 1

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The best home provider ever

I deal with AXA home insurance on a day to day basis and in my opinion they are the best out there. Always eager to help and understand out mutual clients needs. Treating customers fairly is at the forefront of every decision they make and they are...

I deal with AXA home insurance on a day to day basis and in my opinion they are the best out there. Always eager to help and understand out mutual clients needs. Treating customers fairly is at the forefront of every decision they make and they are always willing to go the extra mile.

oscar camilleriLevel 1

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pleasant helpful polite

I bought property insurance with axa and i have rang through a few times every member of staff have been so helpful so polite and have helped me in anything i've asked, their price was amazing too i would definitely use them again for other product...

I bought property insurance with axa and i have rang through a few times every member of staff have been so helpful so polite and have helped me in anything i've asked, their price was amazing too i would definitely use them again for other product and recommend them .

Carys RainfordLevel 1

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Reasonably priced

Great prices, easy to deal with

Linda CreeLevel 1

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Landlord Insurance

I used AXA for landlord insurance and received a very competitive price. Their manner on the phone is first class and I would recommend them for insurance.

Yvonne GrahamLevel 1

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Stole Money From Me

Left a previous rented property asked them to cancel my insurance. Had an email to confirm this. Found they were still taking money out of my account two years later. They wouldn't admit they had made a mistake unless i told them exactly when i moved...

Left a previous rented property asked them to cancel my insurance. Had an email to confirm this. Found they were still taking money out of my account two years later. They wouldn't admit they had made a mistake unless i told them exactly when i moved out, the address and the policy number at the time otherwise they couldn't do anything for "security purposes".

Josh HowdenLevel 1

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So far so good

Axa home insurance was easy to set up and complete and I like that you can log in and see your accounts and which insurance documents you have and what it covers so you can always check if you need to....

Axa home insurance was easy to set up and complete and I like that you can log in and see your accounts and which insurance documents you have and what it covers so you can always check if you need to.
I have not had to claim so cannot comment on the ease of claims with this company.

Natasha JarvisLevel 2

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Excellent All Round

Excellent product and customer service. Sorted my claim within days.

Janice WilliamsLevel 1

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Fantastic service

I had a leak in my flat and they arranged a plumber to come ASAP and solved the problem with minimal fuss.

Helena HewettLevel 1

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