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Axa: Home Insurance reviews

Name: Home Insurance
Rating: 2.9 (84 reviews)

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2.67

Based on 84 reviews, last reviewed 2nd Oct 2024

500% increase in 5 star reviews

in the past 90 days

200% increase in 1 star reviews

in the past 90 days

36%

14%

47%

Latest highest rating:

5

Very easy to enrol and also good value compared to t... Very easy to enrol and also good value compared to the others I was benchmarking Reviewed on: 4th September 2024

Latest lowest rating:

1

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... Read more Reviewed on: 2nd October 2024

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About this product

At Smart Money People, our AXA home insurance reviews can help you decide whether AXA is the right provider for your needs.

Offering both buildings and contents insurance, AXA has three levels of cover to help you find an appropriate policy. The basic level is AXA Home Insurance, rising to AXA Plus and further to AXA Premier. To make your policy even more robust, choose from a variety of optional extras. These include student cover, bicycle cover, specified item cover and more.

Understanding what you need from a home insurance policy is vital in order to choose the best cover for your needs. Do you require a high level of specified protection, or are you perhaps looking for the lowest priced deal? Find out if AXA is the right choice for you by reading our AXA home insurance reviews. Learn from genuine policyholders how AXA serves its customers, and whether they would renew their policies with the company.

Have you had a home insurance policy from AXA? Tell us what level of cover you chose and whether you added any additional extras. Were you satisfied with the level of cover you received for the price of your premium? Did you need to make a claim on your policy, and if so, how well was it handled? Did you encounter any hidden fees? Would you recommend AXA home insurance to your family or friends?

Whether good or bad, share your experience with our Smart Money People community. Write an AXA home insurance review today.

Axa Home Insurance reviews (84)

Review of the Axa, Home Insurance:

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

Avoid at all costs!

Absolutely atrocious! The leak began the size of a coin and is now over 4ft in diameter! 3 plumbers later and my home is wrecked! Reviewed on: 26th December 2023

AVOID! Unreliable and Untrustworthy: A Disastrous Experience with AXA

I had high hopes when choosing AXA for my first home insurance, despite their significantly higher charges. Opting for extra protection seemed like a prudent decision at the time. However, when faced with a roof leak caused by strong winds and flooding, my optimism quickly evaporated. The initial assessment deemed it a valid claim, extending to furniture and blind damage. To my dismay, AXA later contradicted this, asserting that the winds on that day weren't severe enough, despite the highest rainfall in years. The saga continued as they rejected our claim, arguing that our conservatory, which is actually 15 years old, exceeded their mysterious 20-year limit. When corrected, they promptly shifted the goalposts, now deeming it too old as well. In summary, dealing with AXA has been a nightmare. Their inconsistencies, dubious assessments, and outright refusals make them the worst insurance company I've encountered. I strongly advise against entrusting your home to AXA – it's a gamble that could leave you without coverage when you need it most. Avoid at all costs. Reviewed on: 18th November 2023

Dreadful

My mum had a house fire 12 months ago and the claim is still not finalized. My mum has been a loyal customer with AXA for several years and has her home and contents insurance with them. Last August 2022, she had a house fire which started in her bedroom caused by a mirror. She was living downstairs in the house without any central heating or gas for 4 months before she was offered alternative accommodation. It's taken 12+ months to get to the point where my mum has been offered a settlement from AXA and the settlement won't cover the building costs quoted and the contents settlement offered is 2/3 of the contents value. The worse is that AXA will not extend the alternative accommodation after December 2023 which means my mum is essentially being forced into accepting a settlement which is not correct and won't cover the costs to put her house back to how it was prior to the fire. I am absolutely disgusted at the treatment of AXA and would advise strongly against using them for an insurance provider. Reviewed on: 19th September 2023

Flexible cover

Axa were more flexible than others and were able to help when I had specific coverage requests. Still at a competitive price. Reviewed on: 23rd August 2023

Poor service

Took 15 months to dispute a claim which was straight forward to my mind. A leak resulting in a damaged kitchen All while having a 5 year old and 1 year old in the house with swollen cupboards a musty smell, mould and no kickboards Originally offered circa 2k to replace a kitchen and make good. While kitchen needed flooring, plastering painting and the kitchen replacement Reviewed on: 22nd August 2023

Great cover, good prices and friendly customer service staff

Overall, really please with my experience with AXA. We just struggled slightly with amending our existing cover at renewal but managed to sort it in the end! Reviewed on: 22nd August 2023

Fantastic service

Couldn't be more pleased with how they handled a recent claim. Video call to assess the damage and money in account within a few hours Reviewed on: 22nd August 2023

Excellent Vaule for money

We've had to call on our accidental damage and home emergency cover for the first time ever this year and on both occasions the service has been great. Even when contractors weren't Performing as they should we felt supported by AXA and any issues were resolved in our favour and quickly Reviewed on: 8th August 2023

Competetive rates with affordable monthly payments

After spending lots of time on comparison sites comparing home contents insurance quotes I decided to sign up with AXA. They weren't the 'cheapest' but in my opinion they offered the best overall value for money because they include some cover as standard that other companies charge extra for - for example Fire, flood, theft and escape of water cover included, New for old' replacements included and they also offer Alternative accommodation if your home can't be lived in after a valid claim, which I thought was important. On top of this they also operate a 24 hour UK-based claims team that are always ready & willing to answer any queries. The rates AXA offer for home contents insurance were very competitive for the amount of cover that suited my needs and they have very affordable monthly payments so there was no large upfront costs which in this economic climate is great news. The cover was very easy to set up online, the policy documents & welcome letter arrived in my Email inbox within minutes along with instructions of how to register & login to a secure online account where, if I need to I can Update my details, View and download all of the policy documents, Make any changes to my cover without incurring any admin fees, Make a claim and Manage my payments renewals. All in all, I am very happy with my choice. I believe AXA to be a competent and reputable company and I feel safe in the knowledge that my home contents are safely covered by my chosen policy should anything happen. Reviewed on: 17th July 2023

Worthless. Night mair. AVOID

Had home emergency cover. This cold December January the heating system failed. Took 5 days and had to phone at 5am to speak to someone who directed me to a website, it turns out nog functional, phone again assigned heating and plumbing company in Edinburgh. He came said the system boiler is functioning and no fault but the valve at pipe in garage ceiling need changing,it 2.2 meters high and won't do it will report and come back with equipment.. They eventually phoned me from AXA and said though the valve away from boiler we are not replacing it as boiler was not serviced this year.. We'll it working and services 16 months ago. No joy. We were without heating till now @ a month since it failed and bought an electric heater after we stayed at rental accommodation for 2 weeks atls it was very cold and both are mature adults, me and my wife very disappointed and will go to the ombudsman. Its comforting to know others have similar dismal service from this scam.. Avoid Reviewed on: 3rd February 2023

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