Review Time
I have boiler cover with axa which was purchased through my insurance company as an add on to the house policy.We tried to ring the number on are policy documents to get a gas engineer to repair are boiler.but were unable to get through so phoned the general information number were we were told you only take email claims and it could take 14 days to reply.This policy is owned by a 80 year old woman who hasn’t access to a email account.And any requests for service by anybody should be delt with and an appointment should be agreed within 24 hours.Are perhaps axa whant to be responsible for the death of older people by hypothermia are carbon monoxide poisoning are perhaps the total destruction of people’s homes in the worst case.
I’m writing to share my disappointing experience with one of your appointed contractors, Lanes for Drains, through my Halifax Ultimate Reward Home Emergency Cover.When my kitchen drain became blocked, Halifax referred the job to Lanes for Drains. Unfortunately, their service was extremely poor. They visited briefly, assessed the situation, and then reported that they couldn’t resolve it without further investigation. It took them an entire week just to provide a quotation of £1,150 for a camera inspection—only to identify the issue, not even to fix it.During this delay, the blockage worsened, causing water overflow and damage around my property. I repeatedly chased updates from both Lanes for Drains and AXA, but there was little urgency or accountability from either side.This situation has caused unnecessary stress and property damage that could have been avoided with timely action. I believe AXA should review the conduct and efficiency of Lanes for Drains and ensure that customers under your emergency cover receive faster and more reasonable service.
Been without heating now since Sept 26th. Had someone sent out to fix it after a week of waiting, only to have a problem again the following day. It is now 2 weeks later and I am still having to chase them up. This evening I finally get through on the phone after being on hold for 20 mins only to be put on hold again whilst they contacted the repair company. After another 30 mins on hold the phone call is ended! I am now on the phone again and currently 50 mins on hold and still no joy! I assume I will be without heating over the weekend as the repairer is now closed. This is hardly an emergency response! DO NOT waste your time or money with this company. Absolutely appalling service.
I feel completely let down by AXA Home Emergency. As someone with both an infant and an elderly person in the home, I took out this cover for peace of mind in urgent situations. Unfortunately, AXA has proven to be unreliable, disorganised, and indifferent to the needs of vulnerable households.When we experienced a plumbing emergency, we were misinformed about the timescales from the start. We were told help would arrive within a certain timeframe, but that turned out to be completely inaccurate. The delay caused unnecessary stress and risk to my family.When an engineer finally arrived, he appeared to be an apprentice rather than a qualified plumber. He was unprepared, unwilling to carry out even a temporary repair, and simply shut off the water supply—leaving us without basic facilities. He then informed us that any actual repair would need to be further authorised and paid for by AXA, which is shocking for a service marketed as “emergency cover.”To make matters worse, when I raised a complaint, the staff showed no concern or urgency. There was no empathy, no ownership of the situation, and no meaningful attempt to resolve the issue. It felt like we were just another number in the system.This experience has completely eroded my trust in AXA. If you’re considering their Home Emergency cover, especially if you have children or elderly family members, I strongly recommend you look elsewhere. This service is not fit for purpose.
I was initially attracted to AXA Recovery Service because of the superior standard of services offered and the very affordable cost of a policy. Fortunately, I never have had to made use of its services but today I had occasions to contact the company for help, the service offered was without a doubt the best I have ever been experienced. My two calls were answered very quickly and the two girls I spoke to were not only very efficient but handled my query in a friendly and helpful manner, their knowledgeable understanding of the query was so very professional with such a friendly uptake that it certainly made me feel a valued customer.
Absolutely shocking. Happy to take your money, but fail to provide the refund they said had been issued 3 months ago. Keep chasing it up and either ignored or promised someone it sorting and never do, tried to make a formal complaint and they just ignored that. The one time I did ring up, they couldn’t even find my policy which was disgraceful. Thankfully I didn’t need immediate breakdown assistance. I work in the breakdown industry and couldn’t begin to imagine treating our customers this way, have even done work for AXA in the past and they would be livid if an agent treated their customers this way, so why do they?
I had a simple flat tyre claim whilst on holiday and despite paying for the full insurance cover, providing all the necessary documentation (some of it twice as AXA lost it!), and having been sent an agreed payout figure I remain to receive the actual fundsAbsolute cowboys - I would advise you to insure elsewhere
Unacceptable handling of my reimbursement claim and incompetence of your staff. I experienced an accident in France two months ago, during which I was wrongfully instructed by AXA staff to pay an excess of €275 directly to the towing garage to have my car moved for repairs, with the implication that it would otherwise be left. Two months later, despite submitting several repeated applications for reimbursement and exchanging numerous emails where different staff members consistently request information I cannot provide due to admin mistakes done by the towing garage, I still have not received my money back. This prolonged delay and the inefficient process are shameful; your organization is supposed to assist (-> AXA Assistance) individuals who have had an accident, not create further obstacles for them.
I waited over 5 hours for assistance after a breakdown before giving up and luckily finding another company who would help me. Having reported the breakdown online as per the automated message when I called the breakdown number, the only communication I had from them was when I chased them by phone. The team were more concerned with making sure I passed the GDPR questions than helping me to the point where I was never asked to confirm how many people were in the car, if there was somewhere I could wait safely or if the car was in a high risk location etc.I reported the breakdown to them at 1.50pm on a Saturday afternoon. Their final response to me on my last attempt at chasing at 5.30pm was that nobody was able to help and I would have to wait until the next day. They didn't know I'd resolved the matter with another company and the case is still open on their system - and yet not a single communication from them the following day. So for all they know, my car is still on the side of the road! Avoid using this company. In a time when you need communication and support, they provided none.
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Providing Home Emergency, Motor Breakdown and Excess Protection insurance.
Monitored Monday - Friday, 9.00am - 5.00pm. To report
an emergency, please call the number in your policy document.
For feedback relating to Travel please visit https://uk.trustpilot.com/review/axa-travel-insurance.com
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