I’ve been a loyal customer of AXA for years, but my recent experience with them has been extremely disappointing. When I found a cheaper quote... I’ve been a loyal customer of AXA for years, but my recent experience with them has been extremely disappointing. When I found a cheaper quote elsewhere and asked if AXA could match it, I was told outright that this wasn’t possible and that I should look elsewhere. It felt like my loyalty as a long-term customer wasn’t valued at all. Despite raising concerns about how my renewal premium was calculated, I received vague, generic responses that lacked transparency. AXA claims they follow FCA regulations, but they refused to provide a clear explanation of how my renewal price was determined, leaving me questioning their fairness. To make matters worse, AXA imposes a £52.50 cancellation fee, which they justify with routine administrative tasks like updating the Motor Insurance Database. This fee feels excessive and unfair, especially given that switching providers was my only real option due to their unwillingness to negotiate or clarify their pricing. Overall, AXA’s approach feels dismissive of customer loyalty and overly rigid. They seem more interested in pushing customers to shop around than retaining them by offering competitive pricing or addressing concerns properly. I’ve escalated my complaint, but based on this experience, I won’t be returning to AXA in the future. I wouldn’t recommend AXA if you value transparency, loyalty, or flexibility from your insurance provider. There are better options out there. Rating: 1/5 Read more Read less

1 star is too generous! Stay away from AXA insurance for any form of insurance. I have a yearly travel insurance policy with them and... 1 star is too generous! Stay away from AXA insurance for any form of insurance. I have a yearly travel insurance policy with them and unfortunately due to being hospitalised with early pregnancy sickness in June I was unable to go on holiday. Despite providing all of the original evidence requested including a medical certificate from the hospital, proof of cancelled accommodation and flight changes they still haven't processed my claim nearly 6 months later. I am heavily pregnant and out hundreds of pounds. Every time I have made contact with them they have requested further information, which I have provided. They have just been in touch again today to ask for even more information (new information that is apparently needed that hasn't been mentioned up until now). It seems they are doing everything in their power to avoid paying out for a genuine claim that is meant to be covered on the policy. Extremely poor service, waiting weeks and months between calls for a response. Please avoid at all costs. Read more Read less

Thery are completely useless, in basically all aspects. I really hope people read this review (and many others) and decide NOT to use AXA for... Thery are completely useless, in basically all aspects. I really hope people read this review (and many others) and decide NOT to use AXA for private health insurance. They are a disgrace. Read more Read less

Very poor service, dont no what they are talking about in relation to pdf/screenshots, dont no about nhs app and name on documents. Pay you... Very poor service, dont no what they are talking about in relation to pdf/screenshots, dont no about nhs app and name on documents. Pay you compensation when you have not accepted it and wont answer emails explaining why they put it in your bank account after. Read more Read less

.AXA sent Andy - Ray Jones Roofing Ltd to do a temp repair on roof leak following storm as per my HE policy. Andy was... .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. Read more Read less

I have paid for this insurance for 5 years and have never filed a claim. I went to a gastro because I was having pain... I have paid for this insurance for 5 years and have never filed a claim. I went to a gastro because I was having pain in my abdomen, and he ordered multiple tests to try to find out what was causing my pain. In the process, he found multiple issues, and one main issue is the root cause of the pain. This issue will require surgery. AXA is categorizing each procedure separately and refusing to pay because there were multiple issues found. They are requiring a co-pay for each procedure. What a rip-off. I have paid these people on time for 5 years and the one time that I have an issue, they are using every excuse not to cover the procedures. I have received $60 back out of a total of over $2500 worth of procedures. They are a fraud. The brokers they allow people to use in Mexico are a joke, and they have no idea what they are doing or how to file claims with the insurance company. I would only recommend this sham of a company to people who want to pay 100% out of pocket for all procedures and turn around and pay them hundreds of dollars a month for imaginary coverage. I wish I could get paid every month for doing absolutely nothing. Read more Read less

Send messages to me meant for someone else, sent me a cheque for £100 for a claim I didn't make - been waiting since May... Send messages to me meant for someone else, sent me a cheque for £100 for a claim I didn't make - been waiting since May for a referral - don't answer the phone just very very poor service. Regret paying my money to them Read more Read less

Very friendly and helpful staff. Applying was easy and they provide good benefits and a loyalty scheme. The cost was reasonable and the cover options were really good.

Very poor service with slow response and investigation times. My claim is watertight, an emergency surgery following a visit to A&E where a bowel at... Very poor service with slow response and investigation times. My claim is watertight, an emergency surgery following a visit to A&E where a bowel at imminent risk of rupture was identified, leading to same day surgery with subsequent cancer diagnosis, necessitating chemotherapy. Planned holiday cancelled. Claim made for flights and doctor's letter only, as other arrangements cancelled, with full refund. Four months later, still waiting for settlement as the case is "complex and deserves diligent evaluation". Utter rubbish, I'll be making a complaint to the ombudsman. Read more Read less