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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)

AXA's Abysmal handling and customer service

AXA my home insurer recommended and made an appointment for a drainage company (Lanes For Drains) to visit my property on the 21st of May to fix a partially blocked bath. Upon calling AXA, I was told that I had an Home Emergency Cover Extra Policy, so as such there was No excess to pay, I was cover up to £1000 and this did not affect my NO CLAIMS BONUS. Engineer upon arrival put snake machine down bath waste making a whole in the waste beneath the bath and proceeded to fill the bath to ensure blockage had gone. I coincidentally went downstairs to get a glass of water. Upon open my Living room door on the way to my kitchen, I found water coming through my ceiling in several locations, causing damage to ceiling, wooden floor below, blinds and a floor lamp.A result of the engineer filling the bath and making a whole in the bath waste, all the water coming through my ceiling and get in to my electrics I Took videos and photos of the damage caused and the engineer who caused damage helping me to stem the flow of water. To be followed the next day by engineer denying he had caused any damage in my house Further damage 3 days later caused in removing tiles to get access to the waste. Before removal, Area manager for drainage company attend giving me his direct number via business card and word, ensuring me that any damage done would be fixed and repaired back to original state. (It was later found by a further engineer who changed the waste beneath the bath, that the blockage was caused by a build up of debris in the soil stack, not the pipes beneath the bath as all were brand new and replaced when I recently installed a new bathroom less than year ago. 3 Months later after supplying AXA and the drainage company with videos and pictures from the damage done, neither AXA or the drainage company have taken any responsibility for damage to my recently refurbished house and are deeming me liable for cause and refused to pay for the damage to both bathroom and living room, none of which was present before engineer arriving on the 21st of May 2019 AXA have shown zero understanding, empathy or taken any responsibility for what has taken place and offered a deplorable £300 to fix all damages, after asking me to get several quotes for the repairs, which I supplied ranging from £4000-£4500 I find this to totally disrespectful and unconscionable on their part to treat customers this way and to take no accountability I have been paying and had home insurance for the past 20 plus years and never once claimed, so to be treated like this when I asked for help I find despicable. As a result of this, I will be cancelling my policy and will NEVER spend money, recommend with or do business with AXA again. POLICY NUMBER : DU HHS 5101386 Reviewed on: 13th August 2019

Renewal rip off

Renewal rip off when I went to cancel they offered me a reduction... no way loyalty first or bye bye Reviewed on: 23rd July 2019

Easy to deal with

Website is easy to sign in and access policy documents and its shows your level of cover so you easily tell what is or isn't covered without having to resort to pages of small print Reviewed on: 14th July 2019

never had an issue

always been reasonable cost and cover seems comprehensive. i've never needed to claim so can't judge on that process but the cover seems very good and always easy to renew Reviewed on: 8th July 2019

Never had to claim but happy with premium

Never had to claim but happy with premium Reviewed on: 8th July 2019

Good customer service

I have had an insurance with axa for the last four years - including a major claim. Im happy with the service Reviewed on: 7th July 2019

Viel gutes

Das was ich gehört habe super macht weiter so Daumen hoch Reviewed on: 20th November 2018

Good quality cover

Have used to cover buildings insurance in my rented out property. Great cover tailored towards. landlords, giving me peace of mind and competitive premiums Reviewed on: 23rd September 2018

Great service with home insurance

I had a recent claim and they sorted it out within minutes and the money was in my account within a few hours . Very helpful and efficient when you need them the most. Reviewed on: 23rd September 2018

AXA Home Insurance - A Tale of Woe - Part 1

We are a family of 6, of which 4 are young children. Here is our tale of woe, that has involved countless telephone calls, emails, wasted time (Nov 17 to Aug 18 and onward) and cost us a lot of money. We had an escape of water in a small ensuite bathroom last November where the shower tray had cracked unexpectedly. The water travelled as it was trapped underneath the vinyl and continued across the house. It reached the main family bathroom and spilled out where the vinyl there met the hallway carpet soaking it. A lot of water subsequently came through our kitchen ceiling causing the ceiling to crack and bend. We contacted AXA and were initially impressed, they told us they would send a surveyor from BVS to assess the damage within a couple of days. The surveyor offered a cash settlement to fix the repairs and advised us the hall way carpets could be replaced. A company specialising it drying properties was sent out to try and stop further damage, they left dryers on in our home for almost 2 weeks to remove as much moisture as possible. To aid the drying process they removed segments of the vinyl to expose the wooden boards. Unfortunately, this was where things started to go wrong. We had humidity tests done on our kitchen ceiling and bathrooms after the drying company finished and they were still showing high levels a month afterwards. We got a series of quotes for the repairs and found that the settlement would only cover about 10% of the cost. Given AXA didn’t seem to want to accept the quote as “fair” we decided in January that we would get our own contractors in to fix our kitchen ceiling as we wanted to avoid future issues and would reclaim the additional costs later. Our contractors repaired that damage professional and promptly, however we were now £300 out of pocket as the settlement (before the excess was deducted) hadn’t been sufficient. We challenged AXA on this and eventually they accepted the repair cost for the kitchen ceiling was greater than initially believed and increased the settlement amount for this aspect, although we were still out of pocket for it. Reviewed on: 25th August 2018

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