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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

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

AXA Home Insurance - A Tale of Woe - Part 2

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. As AXA didn’t feel the quotes we sent them for the bathrooms were reasonable and we couldn’t come to agreement we agreed that AXA could instruct its own contractors to carry out the repairs, as if additional damage was incurred this would be covered. After several visits to scope the work we were expecting the works to be agreed by the end of February. However, AXA spent over a month negotiating the costs with the contracts and the works weren’t agreed till the later end of March. The expected date for the works during Easter came and went and still nothing had been done. We complained and subsequently the contracts had to do another site visit (why we have no idea!), and a date for the works was agreed for July. However, as they did not order the replacement vinyl they did not turn up nor notify us in advance, which wasted the time we booked of work. A later date at the end of July was agreed, the work should have taken 2 days as per the scope of works, however when the contractors turned up at 8am they did not have all the necessary materials they had to go pick up this, in addition they didn’t seem interested in carrying out all the works on the scope and had to be challenged on this. They left our house at 11:30am the same day as they had “finished”. However, their definition of finishing involved them causing thousands of pounds of damage to our bathroom tiles, as they had failed to show due care and attention at our property. In their rush to “finish” the job they had caused more damage than they been sent to fix, they could not connect soil pipes correctly and our sinks aren’t level (they are about 1cm higher on the right hand side). When we complained to the contractor they told us that new scoping would be needed for the tiling repairs so they wouldn’t be fitting the vinyl, so at this point we had been 8 months without proper covering for our bathroom floors! We complained to AXA about this, according the “Claims Manager” the contractors had been trying to “minimise disruption for our family” which was why they hadn’t been there that long. The damage to the tiling was “incidental” and wasn’t the contractors fault. Personally I’m shocked by such a claim as normally if you are experiencing difficulties you would advise the home owner, or stop and inform them after damage is incurred, not carry on and destroy the other bathroom before informing the home owner! AXA is refusing to cover the cost of repairing he bathrooms to their former state, they also want to use their contractors again and follow a suggested plan (which we have been advised by other contractors is unlikely to work without incurring further damage). Apparently AXA has no other contractors who service our area (North Essex) except the ones based in East London so we’re limited to them, or a cash settlement. When told they could use their own contractors again on the provision they agree to cover further damage as a result of the repair attempt I was told that AXA could not agree to this condition. Our only recourse now has to been to seek new quotes for the repairs and once supplied we will be initiating small claims court action as AXA has no intention of fulfilling their contractual agreement. Reviewed on: 25th August 2018

cheap great cover

was very easy to use the website. Great information to enable me to select the best policy. Got a cheap policy and covered everything I wanted. Reviewed on: 4th August 2018

Great product

Working in the insurance industry I see many different products. The Extra scheme offers great cover and will suit many different people Reviewed on: 18th July 2018

Auto renewal scam

Been trying for 2 years to get refund on auto renewed policy axa never bothered to notify me about, still struggling to get Peacock insurance brokers to fill form and return. Reviewed on: 17th July 2018

Trying to rip a elderly women off

My mother joined with them as the price was good a year later it doubled so she rang up to cancel it and told them she was also cancelling the direct debit bearing in mind it hadnt been renewed. for over 3 months she has had letters and ive also had emails demanding for money i rang up told them that it was cancelled but they keep on sending no wonder them a warning to anyone you can find better insurance companies wbo actually listen when you get in touch and not force people to have a policy that they dont want Reviewed on: 20th March 2018

Problem free

I needed to claim a couple of times on my home insurance. Once following a theft and once following a leak in my kitchen. Both times were problem free and everything was sorted quickly without question Reviewed on: 1st October 2017

Easily affordable

Found they provide same service for less money. Reviewed on: 1st October 2017

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