axa-assistance.co.uk

Absolutely awful! Avoid at all costs

Absolutely awful company to deal with. Avoid at all costs! If 0 stars were available, I would choose that option.Background:I purchased an Axa policy when I hired a car through EasyCar, and thought "it's Axa, they're well known" so didn't have any concerns at the time of booking as the policy looked comprehensive and fairly priced. How wrong was I.I had a minor accident whilst abroad (broken tail light), and when I returned, I submitted my claim online (22nd July) This part was fine, and fairly straightforward. I received an email back advising my claim number, and that someone would be in touch within 5 days following review. Fast forward almost 3 weeks and having sent 3 emails asking for an update (with no response), I finally get an email on 10th August, asking me to upload more details (the exact same documents I uploaded initially BTW). I completed this on the 10th, and then things went into a black hole again for a further 10 days.I then received good news, stating my claim had been accepted on the 20th August, and that a payment had been loaded on the system, and to expect payment within 10 working days. Fast forward to the 10th September. Still no payment received, and having sent 3 emails asking for an update, I never get any response. I finally found a phone number for Axa Assistance via the main Axa customer service desk, and after waiting over an hour on hold, I gave up.So, I'm here writing this in the hope someone will see it and take action. Axa Assistance need to learn about customer service. The little email response I've had from them, never have a name of an advisor dealing with the claim, or phone number to call if there are issues. It's incredibly frustrating to never get a response to very simple queries, and even more frustrating when claims such as "within 10 working days" are significantly missed. Please take this feedback seriously, as it has been a truly awful experience dealing with Axa Assistance.

Date of experience: Sep 10, 2024