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Axa: Home Insurance reviews

Name: Home Insurance
Rating: 2.88 (85 reviews)

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2.63

Based on 85 reviews, last reviewed 5th Dec 2024

100% decrease in 5 star reviews

in the past 90 days

100% increase in 1 star reviews

in the past 90 days

35%

14%

48%

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

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... Read more Reviewed on: 5th December 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 (85)

Review of the Axa, Home Insurance:

Home Insurance Reviewer

not the best experience they are ruthless and reluctant to understand or help with claims Reviewed on: 11th July 2016

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

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

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