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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

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

Insurance fraud.

Don’t use this company. We had storm damage cover had damage to our roof caused by a storm and of course they found a way not to pay!! Not recommended at any cost!!! Reviewed on: 19th July 2022

Shocking lies, deceit, manipulation, and theft

I once had a great deal of respect for AXA but not anymore, ripped me off for the first and last time, buyer beware, if you have let them steal your money using the auto renewal you will be totally unware of it, they will not inform you or send you any documents, and if you do catch them out you'll end up with half the premium they stole from you back, customer service liars, tried to manipulate me but caught them out told me they couldn't contact my previous insurer gave a form but it's industry standard, when my old insurer said they don't do it like i was pawed off like go away, i badgered them and then they asked for peermission to contact my old insurer with out the form, so they lied on purpose, they said that they could accept the last three policies from them as proof and implied that i could manipulate them before i sent them over like a common criminal, although i sent them forwarded the original emails direct that i had from my old insurance company and it wasn't enough, so they stole my money without me knowing or being notified until the year was up for renewal, and then tried to get rid of me with nothing and then have now gave me £38 back which i haven't yet recieved totally immoral, crooked, decitful. this review will no doubt get burried under fake reviews it's how they silence the truth of the they do to customers, good luck, but remember not allow auto renew,OR you get screwed and what would be the point when you can get a decent and cheaper quote on compare the market.. Reviewed on: 16th January 2022

Worthless home insurance

I just can't believe it really had quote's for roof repair which are all plus v.a.t their loss adjuster valued the repairs at £800 lower and they don't pay the v.a.t . So not only have I got to find the additional £800 I've got to find the v.a.t as well. disgusted with them never claimed before. Reviewed on: 14th January 2022

DO NOT USE THIS COMPANY

Absolute scan, been waiting since friday 6.30 pm with no boiler or heating and still not resolved on Tuesday. Conflicting reports from 2 engineers provided through Nationwide Heating which don't tie in with their verbal conversations with us. Axa unwilling to provide the actual reports. baby who has been in A&E on Saturday with gastroentritis and absolutely no help or support or updates from this company. use at your own peril!!!! manager unwilling to call back, eventually spoke to today unable to answer questions and will send me a complaint form within 3 days. What a joke. This company should be ashamed of it's leaving a poorly baby with no heating or hot water in mid-november and unable to provide information and updates so we can get this sorted ourselves. Just had a call from my husband to say baby was shivering this morning getting dressed. Thank you so much Axa - well done - hope you can all sleep tonight as your management and staff have been absolutely no help or support we now have to find somebody to come out so probably another week now before we can get this sorted. Why does it take from Friday 6.30 pm to Tuesday 9.40 am when I had to call and chase again to get this information. Absolutely disgusting. Reviewed on: 16th November 2021

Useless, unprofessional, don't even consider using them.

This is the worst company that I have ever had the misfortune to have to deal with and that is up against some pretty stiff competition. They take your money, they are excellent at that, but if you need to claim it is impossible to get anything resolved. I have had a claim ongoing for 8 months. The claim is for damage caused by a leak which should be a fairly standard claim. Nobody calls you back. They blame everything on their surveyors. It's impossible to speak to the right person. It's usually impossible to even speak to the right department. They say they will call you back, they don't call you back. I have even complained and the complaints department is just as bad. Don't go anywhere near them, truely shocking customer service, non-existent in fact. Reviewed on: 11th November 2021

Appalling service

Over a month to attended and deal with an unsafe urgent claim. Never call back as promised. Having to constantly repeat ourselves. Again my wife has called you four times today. She works in a busy hospital and does not have the time to waste chasing this useless company. And again today another promised call did not happen. The ombudsman will have to be involved now. We are left with a hole in our floor. My advise. Keep away from this company. Reviewed on: 28th October 2021

AXA support illegal fox hunting

I have cancelled my AXA insurance after finding out that AXA insure foxhunts and help defend them in court when they are convicted of hunting and killing foxes illegally. Reviewed on: 12th October 2021

5stars

So helpful when we were flooded.. thankyou AXA. Reviewed on: 29th September 2021

Lost all Credibility and integrity

To Axa Insurance the so called company that promotes and advertise itself for Home Insurance. Thank you for reassuring me with misleading information that "I was able to get help from you". What happened? The Road works that has been happening had caused a lot of vibrations to properties in my neighborhood impacting and damage to my property with cracks on the walls and ceilings. I phoned and requested help from you couple of months ago, but instead you simply did not give any support and help when needed, you said that the legal cover should deal with the situation, the whole point of getting Home insurance from you was for a peace of mind, but instead you have caused more stress and depression. You have simply lost credibility, integrity, you have not been honest and transparent. I will refer my complaint to the Obudsman and to Consumer Direct. I have been waiting for 4 months or more and you have not got back to me with the legal cover phone number. Reviewed on: 16th September 2021

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