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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

Please stay away from the axa home insurance

They’ve been dreadful to deal with, rude and they find anyway not pay out. I’m approaching my renewal date so I won’t renew with them. Claiming with them is like it’s a problem to ask, you have to be very careful of what you say. I don’t understand how they’ve been awarded in the past because they’re so bad in many ways. Only one young lady named Rebecca has been the kindest and most compassionate claims handler I’ve spoken to before and that’s only one out of the many I’ve dealt with, the rest are absolutely horrible and speak so degrading. I’ve made a complaint in the past and demanded that they listen to recorded calls which turns out they couldn’t locate so they compensated me £80 as an apology which was pathetic and made me lose trust in the complaints department. I’m glad to be leaving them Reviewed on: 19th January 2023

Incompetent, uncaring, unprofessional, useless for home insurance.

I agree with other reviewers that my review would be no stars, but as customers we do not seem to be allowed that option if we wish to submit a review. After 2 and a half years I am still waiting for a settlement, and actually for any action or help from this company. I have followed up my original complaint with a complaint to the Ombudsman. My home and my life has been devastated by a water escape due to the negligence of a 3rd party (water company). AXA and their underwriters Plum did not conduct proper investigations, they did not identify the source of the water escape. When, the access point of the leak was identified 12 months later (through my own investigations and at cost to myself) they took another 6 months to confirm this. They did not follow up their recommendation for an immediate drying out programme - in fact, I am still waiting for this, almost a year later, and as a result the foundations and structure of my home have been exposed to and compromised by further damage and there is nothing I can do to rectify this until the insurers properly investigate the circumstances and damage, which they are still very reluctant to do. AXA's underwriters - Plum - are incompetent, uncommunicative and dismissive and have given me no guidance or advice. Ironically, I have car insurance with AXA. The service I received from them was impeccable. Do not be misled - as expertise in one aspect of their portfolio, does not mean they have either expertise or integrity in another. My home insurance is far more important than my car insurance - my home was my pension, and my independence. At 64, after working hard all my life, my retirement plan, and all reassurance about my future health and security has been put in jeopardy. I have read the 5 star reviews, it is interesting that there seems to be a huge discrepancy in service provided to customers / claimants. I d not understand why there is such a variation in claim responses. In my lifetime of paying insurance, I have only made a couple of minor claims, I rarely complain and I have never previously posted a negative review. I suspect posting this, whilst my claim is ongoing, may make my life more difficult, but I do not want anyone else to go through this experience. Reviewed on: 18th January 2023

Avoid at all costs AXA Home Insurance!!! It is a dishonest company.

Avoid at all costs AXA Home Insurance!!! Giving them one star is too much for them. I agree with some previous reviews that it is a dishonest company just an easy money making SCAM. This is my experience. On December 23, 2022, I requested a temporary fix to end the immediate emergency caused by roof leaks during a heavy downpour. As of right now, January 12, 2023, the leaks have still not been repaired. The first roofing company was appointed by AXA Insurance on 27 December, four days after the emergency claim. The roofing company offered to come on 3 January the earliest. Then I discovered that the company was dormant! So, AXA appointed another roofing company promising to me that they will come today. This was a lie! The roofers came on 29 December just to have a look and take photos. Six days after the emergency claim. Then we had to wait for AXA Insurance approval for the works, which was received on January 3. Ten days after the emergency claim. The roofers scheduled to come to make a temporary repair on 11 January weather permitting. In the mean time, the initial little roof leaks that were not addressed right away have since advanced to create additional significant damage as a result of AXA Insurance's incompetence in resolving the emergency claim promptly. On January 9th part of the ceiling in the bathroom collapsed, with the debris filling the bathtub and covering the floor carpet and the surrounding objects and area with pieces of plaster, wood, bricks, loft insulation, dust, etc. It was pure luck that no one was hurt at the time. It took several hours to clean the mess; however, I cannot do much about the huge hole in the ceiling with rain leaking and debris particles falling down. There a risk of further collapse of the ceiling, and the situation is dangerous. There is only one bathroom in the house, and we cannot use it safely. The roofers came to make a temporary repair on 11 January. A few hours after they left it rained and the leak was as before! Eighteen days after the emergency claim! And neither the contractors nor AXA Insurance acknowledge the responsibility. This is after hours and days waiting on the phone to get someone to speak to. The agents who would answer the phone were absolutely useless and thoroughly dishonest. Reviewed on: 12th January 2023

Truly dreadful, worse than I could imagine

My central heating has not been working since 01 December this year, due to accidental damage. Axa has been worse than I could ever have imagined. I have kids, one is disabled, the other one primary age, we had no central heating during the recent freezing, icy weather, with outside temperatures as low as minus 7. When I call the Home Emergency Assist line, usually the phone queue is more than an hour. This has ruined our Christmas. I paid approx £950 for this year’s home insurance cover, but we’ve had 3 weeks with no central heating and on Christmas Day we’ll still be in the cold. Reviewed on: 21st December 2022

Appalling

AA use AXA assistance for home emergency cover. Terrible customer service. Tried to refuse drains claim as I have more than 1 toilet. Nothing relating to that in policy. Then deployed to wrong company. Still no apology on 3rd call to them. Appalling. Reviewed on: 19th November 2022

Communications dreadful

Claim put in 12 months ago. Two surveyors of varied knowledge came out. Beyond poor communications if they can be pushed to respond at all few and far between and survey so badly worded it contradicted itself so that we had to ask them which was correct, whether they did accept our claim or not. We struggle to get any updates After a lot of chasing they acknowledged this April it had been accepted as a legitimate claim and thats where everything died. Chased again in July, made a complaint about lack of action and communications and 2 months later Axa sent details on contacting the Financial an Insurance Ombudsman because they had failed to respond to my complaint for the statutory 8 weeks. Once we get free of them we will be avoiding them. Stressful with a building suffering from subsidence and a year of inaction. Totally unfit for purpose. Reviewed on: 18th November 2022

Absolute Cowboy s

Hiding behind what once was a reputable insurance company. Following wind damage to our chimney stack needed to have emergency repairs completed costing over £1,000 and then found every way out of settling a valid claim. Will never use this insurance company again. Avoid at all costs!!!! Reviewed on: 26th October 2022

Axa home insurance

I'm giving axa 1 star as there's 0 star I took out sainsbury's home insurance 3 years ago I had to make a claim and had to go through axa insurance as sainsbury's just collect the money apparently axa passed this case onto sbs who then passed it to carpet right I phoned carpet right and sent emails no response I then called sbs who was not interested in what I was saying Went back to axa customer service complaints who said they could not contact sbs so where do I stand Reviewed on: 15th October 2022

Excellent service

When we were flooded in 2015 they covered everything, check with us regularly how the work was going, chased up contractors where necessary and didn't increase the premium as others had found. Reviewed on: 28th September 2022

Good value

Competitive price, good value for money. Reviewed on: 15th September 2022

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