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AXA: Home insurance reviews

Name: Home insurance
Rating: 2.80 (92 reviews)

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2.80

Based on 92 reviews, last reviewed 20th Aug 2026

100% increase in 5 star reviews

in the past 90 days

300% increase in 1 star reviews

in the past 90 days

34%

14%

49%

Latest highest rating:

4

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

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 (92)

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

Fantastic staff & quick payout on home insurance claim

Had a flood in house on Tuesday , alls settled and payment for claim in my account by friday -3 days in all praise them enough lovely friendly staff. Reviewed on: 30th July 2022

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