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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

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 11 months to resolve, and ultimately cost AXA more than the quotes due to the incompetence of our claims handler ("BP"); (ii) a car drove into our boundary wall - BP requested two local quotes prior to concluding that they were overcharging for materials - a matter which is out of our control and quotes reflective of the area we live in. We are yet to see the matter resolved after 3 months with BP claiming they can only cover the cost they have calculated (£2k less than the quotations). I am complaining to the FCA due to unfair customer treatment. Luckily for me, I have now changed home insurer for any future issues - I would recommend you do the same! Reviewed on: 5th December 2024

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

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

What insurance claims should be like.

Making an insurance claim is difficult and nerve wrecking however, Axa made things easy and stress free. Reviewed on: 24th August 2024

Great Company!

Good clear communication, competitive rates; good customer service Reviewed on: 24th August 2024

I'm very very anxious and autistic around finances,...

I'm very very anxious and autistic around finances, they make everything easier Reviewed on: 24th August 2024

18 months of hell where I became suicidal

after a burst pipe flooded the house, I went to work abroad for 3 months so they could start repairs. On my return they had done nothing and actually didnt even start the drying process for 3 months!!! I saved them a fortune by them not putting me in a hotel BUT they did a cheap job (I now have warped and mouldy kitchen cupboards). They had to relay the wooden floor tiles 7 times!!!!! Reviewed on: 23rd August 2024

I have been with AXA for years and i rate this compa...

I have been with AXA for years and i rate this company has excellent, because they actually listen to you and their online service is easy to understand. I also find their home and building insurance to be not expensive, for what you could get if you had to make a claim. Reviewed on: 23rd August 2024

They tried everything to get out of paying for genui...

They tried everything to get out of paying for genuine claim Reviewed on: 20th May 2024

Absolutely disgusting after 15 months with a burst p...

Absolutely disgusting after 15 months with a burst pipe still in the same position! Reviewed on: 26th March 2024

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