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Robert Cox

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Review of the AXA, Breakdown Insurance:

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An utter disappointment that never ends

Broke down on a Sunday evening, and was waiting 3 hours to get picked up in a town, it started off bad but just got worse. We realised we had to get towed back home to Bristol when the parts were not available to arranged the journey back through AXA, with the initial pickup being delayed past the estimate (this will become a running theme of fraud). We were told that we would be relayed, due to the distance between London and Bristol so was dropped of at Cobham services, with the driver relaying how long we'd take to arrive back to control and we believed all of that would obviously be used to make a seamless transition... wrong. Once we arrived at Cobham services, our driver left and told us it would be about 20 minutes most likely for the next truck to pick us up, as we were racing to get to Bristol garage the same day (what was organised with AXA). We instead waited for 5 hours with a puppy in the car, with multiple calls to AXA and promises of phone backs which never happened. We set off at 12:00 and arrived home at 20:00 in the end, all throughout this a very clear picture of fraud and deception painted. AXA sends texts to confirm when your next pickup is due, a so called estimate along with the provider who will be picking you up. We received multiple texts with estimates, so I decided to follow one up with a supplier directly, alas it was proven AXA had outright lied knowingly as the supplier laughed when I told them the estimate AXA had sent, and explicitly told me that AXA had accepted 6PM arrival over what AXA said was 15:30. When our driver finally arrived, he openly told us that he had been free for hours and could have picked us up earlier, but AXA sat on it. This is entirely rigged, don't trust anything you're told as its a process that has been designed to be full of handoffs and misinformation. Reviewed on: 6th September 2023

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