AXA Reviews 179

This is the second time I have used AXA Legal Insurance attached to my home insurance and is as ba, if not worse, as the first time. AXA - pass responsibility to ARC who then appoint a Legal Company to assess. Given the issue was time dependent I requested an indication of expected timescales to assess whether the issue would be accepted I was advised by AXA 5 working days - claim raised 02/01/26 (with claim form), subsequently received another form from ARC to complete 08/01/26 (sent on 08/01/26) - requesting same information - the form advised I would get a response within 5 workking days once form recieved. Today I had a call with Legal Company wanting to capture the claim details - (already provided on 02/01/26 and repeated on 08/01/26). I was the advised that I would get a response, yes you guessed it, within 5 working days once they had a chance to review. Previously when I complained to AXA they said I would need to take it up with Arc, who then passed on to Legal Company who then referred back to Arc. At no point did AXA take responsibility for the policy they sold to the Customer!

I made a claim on my AXA motor insurance policy on following an accident. My vehicle was recovered the same day by JW Commercials, who were the only organisation involved that provided clear communication and genuine assistance throughout this process.

After reporting the claim, I received no proactive contact from AXA for around ten days, and I was not contacted by Copart at all. Every update or piece of information has been chased by me. The only times AXA or Copart have contacted me have been in response to complaints, rather than through any standard claims-handling process.

I would have expected AXA to contact me shortly after the claim was submitted to explain the next steps, likely timescales, and what to expect. This never happened, leaving me to repeatedly chase for even basic information.

It has now been 21 days since the claim was made, with no meaningful progress. My vehicle has not been assessed, I have not been told whether it will be repaired or written off, and I have received no clear updates on its status. I remain completely in the dark.

I have also been left without a courtesy car, something I was not made aware of and which has caused significant disruption. I have a 36-mile round-trip commute and am currently reliant on family and friends for transport, placing an unfair burden on them and causing ongoing inconvenience.

This experience has caused considerable stress and anxiety. I already struggle with my mental health, and the prolonged delays, lack of communication, and uncertainty have made this much worse. Three weeks!! have passed without AXA or Copart proactively contacting me, assessing the damage, or providing basic clarity on my claim. I find this entirely unacceptable and unreasonable.

AXA buildings and contents insurance did not cover us for the recent storms in Cornwall. We had a major leak from displaced slates following a number of storms leading up to the January storm!
Please beware, they do not appear to cover storm damage to older properties.
Also, they use Davies Loss Adjusters, who appear to look for other faults in your property to avoid having to pay out.
No point having insurance from this outfit when you just need financial help with urgent repairs. Hard lesson learnt.

I bought travel insurance from AXA through a third party. In January 2025 I made a claim for a skiing accident whilst in France. I broke my hip and right wrist and arm and had to be rescued off the piste by ski stretcher followed by an operation in a local hospital to screw my fractured wrist back into place. In phone calls to AXA they refused to acknowledge that they were my insurers, eventually they accepted that they were my travel insurance policy holders and we provided all the information requested in a timely manner. By the end of May I had still not received payment and made a formal complaint and on 1st July I received an email apologising for the delay, promising payment, offering me £25 compensation, payment of the interest on my credit card debts incurred as a result of payments following the accident including surgery in France. In August I received £25 and thereafter nothing despite several phone calls and emails. I then went to the Financial Ombudsman Service and they asked if I would accept £200 in compensation which I'm happy to accept if its in addition to the credit card interest which was promised. It is now January 2026 exactly one year since my accident - my claim remains unpaid as does the interest on my credit card. Avoid this company at all costs. I thought mistakenly that their travel insurance would help me if I was in need and this is absolutely not the case.

My return flight from Amsterdam to Detroit was canceled due to maintenance — a situation completely beyond my control — while my policy was active.

When I reached out to AXA, they flat-out refused to extend my coverage, claiming my request “cannot be accepted.” This is directly against their own Automatic Extension of Coverage clause, which states that all coverages are automatically extended if the trip is fully covered and the return is delayed due to unavoidable circumstances, lasting until the earlier of the day you actually return home or ten days after the originally scheduled return date. According to this, all coverages, including medical, should have been automatically extended.

The lack of care, the dismissive response, and the inability to reach proper customer support shows that AXA operates at the bare minimum. They ignored their own policy rules, caused unnecessary stress during a critical situation, and provided absolutely no guidance or escalation path.

Based on this experience, I will never purchase insurance from AXA again

Very late very poor service and very slow confirmation. They are not reasonable and today In Andalusia Alexandria odmf Rushdy I faced very bad experience because of AXA's lateness.. They can hire more people if the people they have hired are less than the normal. This is a waste of time and money.

My mother holds a travel insurance policy with AXA. While travelling in South Africa, she suffered a heart attack, a clearly life-threatening medical emergency.

At the time of the incident, it was not possible to reach AXA to confirm coverage or obtain a guarantee of payment. Given the time-critical nature of a heart attack, we had no choice but to proceed with emergency treatment and pay the ambulance and hospital expenses out of pocket.

All invoices and required documentation were submitted over five weeks ago. To date, no payments have been made — neither to the cardiologist, nor to the hospital, nor as a reimbursement to my mother.

Despite multiple follow-ups (at least five international calls to Germany, at significant personal cost), we have received no clear information, no timeline, and no resolution. Customer service representatives have been unable to explain the delay or confirm the status of the claim.

This handling of a life-threatening medical emergency is unacceptable. Travel health insurance exists precisely for situations like this, yet AXA has failed to act promptly or transparently.

Avoid!! They done everything in their power to find a loophole so they didn't need to pay out. The lack of customer compassion and respect is outrageous!

I called this company twice this week. Although they explain things correctly and politely, when you try to explain your situation and ask them to look into it more carefully, they simply want to end the call as quickly as possible. I think it is rude. If you buy insurance from this company and cancel your flight, they won’t refund your money so easily. Other companies, however, are more accommodating and will consider your situation.

I booked at holiday to take my mum on a once in a lifetime trip for her birthday. Unfortunately, only a few days later we were informed that my mum had stage 4 cancer in a number of places and is now at end of her life. Obviously, we couldn’t go on holiday, yet trying to make a claim to this company has been incredibly difficult and stressful and I have provided everything that they have asked for, yet still nothing. How can a company act like this at a time like this when me and my family are heartbroken, just before Christmas. 7 weeks ago, my mum was a walking around and seemed “well” and in just a few short week, she is now bed bound and paralysed from the neck down due to cancer and has days left. I’m even writing this review from her bedside and I am absolutely disgusted at how this claim has been handled. I have to say, the advisers on the phone have been polite and helpful and I can’t fault them, but the whole claim and lack of payout isn’t acceptable and reading many other reviews I don’t have much hope of a payout from them and if this is the case, then this company need investigating and closing down for false advertising.

AXA tried giving me a quote with a 20% surcharge because my "BMI." I lift weights, a lot. I leg press over 418 kilo, I bench press over 143 kilos etc. I'm a fit guy. I'm 178cm and I weigh around 106 kilos. I wear an American Large shirt with room to spare.

Did they take the time to ask if I go to the gym? No. Why? I know why. AXA employees are lazy and slow.

I will never do business with a company who employs lazy people.

AXA intentó darme un presupuesto con un recargo del 20 % debido a mi «IMC». Levanto pesas, muchas. Hago press de piernas con más de 418 kilos, press de banca con más de 143 kilos, etc. Estoy en forma. Mido 178 cm y peso alrededor de 106 kilos. Uso camisetas de talla grande americana y me quedan holgadas.

¿Se tomaron la molestia de preguntarme si voy al gimnasio? No. ¿Por qué? Sé por qué. Los empleados de AXA son perezosos y lentos.

Nunca haré negocios con una empresa que emplea a gente perezosa.

Warning
Do not use this company .
I had accident and needed head surgery
I almost died and the rejected to help me .
If you care about your life please do not use this company

Unreal services. They are just a rip off. Here is what they said about my 4 months old son

We’ve now checked the details of the treatment your son needs. Unfortunately, your membership doesn’t cover the cost this time.

This is because the first part of Wasay's treatment would usually be carried out by or be under the care of a GP, and your membership doesn't cover GP (primary) care. Wasay may have cover if the GP has tried to treat him, but can't manage his care, and feels that a specialist referral is medically necessary.

First, my advice
If you are visiting Australia, first thing you MUST DO is take out "Medicare insurance card" it is free and boy you will need it if it all goes belly up like my holiday.
This is as brief as can be.
I went to see family, a holiday of a lifetime I am Male 69 and have a lot of relatives over in Australia so that is where I was and the start of this utter nightmare I contracted Legionnaires Disease, I felt really Bad, my organs where all shutting down, so now I’m in the ambulance and the note on my chest read “This is Mr Dent Imminent Death”
From that day onwards my partner apart from worrying herself sick about me she spent over the next day’s weeks clocking over 10 Hours on the phone to AXA / IPA
While I was in Hospital, not once did AXA / IPA they call me or the Hospital, just day after day of the four way communications, 1 Axa/IPA to my partner asking endless requests, 2,my partner to me, 3, me back to Her, 4, She then to AXA/IPA, on and on this went until one of their own personal in AXA / IPA put a complaint in for us, I have been through the Ombudsman, and explained the days and weeks of stress, the £350 compensation that AXA/IPA awarded me and gave to me without my consent.
The upshot is it looks like I might get another £150
I am so Angry about the who thing, Just don’t use this company, after reading the reviews NOW I would not have done.

Following a back injury my wife had to cancel a flight to Canada Axa strung her along then told her that they won't pay the claim....I think this company is a disgrace.

Do not purchase insurance from them. They will string you along for months only to deny your claim. You will never see a dime from them on a claim.

If I could give a negative score for AXA insurance I would, but had to give 1 star in order to write a review. My autistic son bought AXA travel insurance, as soon as he booked, for a trip to Prague at the end of August with 8 of his friends. He had to cancel the trip due to my husband (his stepdad) being admitted in to palliative care on 13/08/2025 and was given 2days to 2weeks left to live. The rest of his friends went on the trip and I told him to claim on his travel insurance. Since then my son has not only lost his stepdad, but has had to jump through several hoops to prove he did not make the trip. He has provided the hospital letter we received about my husbands diagnosis, proof from the airline (ryanair)that he was not on the flight, proof from the Airbnb that only 7 guests arrived instead of 8 and that no refund was given. We are now 3 months down the line and they are still asking for more information. The claim is for around £500 a drop in the ocean to a company of this magnitude, but for us it is now about principles. I will never use AXA again for any type of insurance, and will not be recommending AXA to anyone else either. Disgraceful company, total lack of customer service.

Axa is not a reputable compny I have a home emergency with them through my Home Insurance one of my radiators was leaking they arranged to come down next day the plumber said it is the radiator needs to be replaced he measured it and said will isolate it and contact Axa for replacement I did not hear anything for over a week when I phoned them was told they do not replace radiators only isolate I said in their what is insured it clearly states blocked drains and leaking radiators Axa said look at what is not covered in their plumbing and drainage it states not covered for radiators this contradics itself radiator still leaking I am over 80 years and now have to get a heating engineer to replace

Absolutely disgraceful handling of legitimate holiday claim. The most appalling behaviour I have ever experienced with a company. This stressful period only ended when a solicitor was consulted. Dont go near this company they are beyond awful.

Axa car insurance is a joke just spent 30 minutes in a queue saying my wait was less then 20 minutes only for it then to say the department was closed as soon as it hit 5pm