Purchased on-line today, paid and they did not send policy or reference number . Tried phoning customer services for over three hours and call kept being disconnected after making my option choices.
So annoying before my trip on Monday, as I don't know if I have any cover now.
Date of experience : 31 August 2024
Reply from AXA Assistance
Good Morning, I am very sorry to read about your experience falling below the standards we expect. We have contacted you to gather some more information to try and help us locate your claim and once we have this the team will be in contact to discuss this with you further. Kind Regards, Francesca
Broke down last night around 11pm. Due to work overload they organised a taxi for me and my kids to be dropped off home with a promise my car would he collected and delivered to me in the morning or later in the day.
After calling over 3 times since 8am I still haven't received my car and from telling me it's coming. They now telling me might come tomorrow. I've raised a complaint for messing my day chasing them cos nobody was notified me. My car is my main and only source of income as I am a taxi driver. Really not happy very frustrated and stress as if I don't do taxi I don't get paid. Complaint was raised earlier this morning with a request for a manager to call back. It's now 5pm and still nothing.
Date of experience : 01 September 2024
Reply from AXA Assistance
Good Morning, I am very sorry to read about your experience falling below the standards we expect. We have contacted you to gather some more information to try and help us locate your claim and once we have this the team will be in contact to discuss this with you further. Kind Regards, Francesca
16 reviews Updated 3 days agoI called yesterday at 1.14pm and was told I’d be waiting 60 to 90 mins but no one attended. I called back and your colleague fobbed me off by saying there’s no one in my area to do the job. 3 hours and still waiting, still no call back. I called again and another one of your colleagues called James said he’d look into it. I then got a text to say someone will be with me at 16.30. Five minutes later I got another text to say an assistance will be with me at 15.30. I finally got assistance after nearly 4 hours wait. The assistance was so lovely and helpful. He informed me that he’d been sat at home all day waiting for a call out.
This just goes to show there is no real communication between staff and the assistance especially in an emergency when you most need it. I also wasted at least an hour on the phone trying to get through and having to explain my problem over and over again. Absolutely disgusting! I won’t be using AXA again!
Date of experience : 01 September 2024
Reply from AXA Assistance
Good Afternoon, I am very sorry to read about your experience falling below the standards we expect. We have raised a complaint and will be in contact soon to discuss this with you. Kind Regards, Francesca
21 Aug 2024Absolute disgrace avoid taking out a policy with Axa. Broke down on motorway explained was a lone female rang them at 12.44pm was still stranded at 3.30pm rang them 3 times asking for help told then prob be about 4.05pm to arrive & last advisor put phone down on me! Passing motorist (luckily mechanic)who passed me 4 times offered me help as he’d seen me still waiting on side motorway in torrential rain after finishing his job. Pooles Towing & Recovery turned up to assist after getting call from Axa who had obviously messed up & what an absolute star Ross who attended & helped me get to a safe place. He was the most helpful kind assisting guy I could have hoped for after being stood scared to death of getting run down, cold & soaked through for 3hrs waiting for help!
Date of experience : 20 August 2024
Reply from AXA Assistance
Good Afternoon, I am very sorry to read about your experience falling below the standards we expect. We have raised a complaint and will be in contact soon to discuss this with you. Kind Regards, Francesca
13 reviews 22 Aug 2024Took my money and did not send policy or reference number . Tried telephoning customer services several times but no answer. Completely wasted my time ,very frustrating.
Date of experience : 22 August 2024
Reply from AXA Assistance
Good Afternoon, I am very sorry to read about your experience falling below the standards we expect. We have contacted you to gather some more information to try and help us locate your claim and once we have this the team will be in contact to discuss this with you further. Kind Regards, Francesca
19 reviews 20 Aug 2024I had a problem with the renewal of my policy. Which I hasten to add was all my fault. Helen at AXA sorted it out for me very quickly in an extremely efficient, professional and reassuring manner.
Date of experience : 20 August 2024
Reply from AXA Assistance
Good Morning, Thank you for the positive feedback! We really appreciate this and will pass this on to the relevant team. Kind Regards, Francesca
Joanne was very good at explaining everything, as my Husband had recently passed away and policy had to be changed into my name.
Date of experience : 22 August 2024
Reply from AXA Assistance
Good Afternoon, Thank you for the positive feedback! We really appreciate this and will pass this on to the relevant team. Kind Regards, Francesca
2 Aug 2024My car had a completely flat battery whilst sitting on my driveway at home late on a Friday afternoon. I called AXA and logged a call via their app. I was also able to track the location of the breakdown vehicle, which arrived about 90 minutes after my initial call. The mechanic used jump leads to start the car and then checked the battery condition, charging and for any system faults. Excellent service.
Date of experience : 02 August 2024
Reply from AXA Assistance
Good Morning, Thank you for the positive feedback! We really appreciate this and will pass this on to the relevant team. Kind Regards, Francesca
3 days agoV polite and clear speaking lady
Date of experience : 02 September 2024
Reply from AXA Assistance
Updated 3 days ago
Good Afternoon, Thank you for the positive feedback! We really appreciate this and will pass this on to the relevant team. Kind Regards, Francesca
Firstly, the service Axa breakdown provide is second to none and I have renewed several times with them.
Only this year I had to call them out, due to a clutch fault, which they recovered me to a garage.
My only complaint is that my premium with them for my renewal this month ( August 24) has gone from 30 odd pound, to over 70 pounds. My car is a well maintained 2016 VW golf and I feel I the renewal price is unfair.
Date of experience : 06 August 2024
Reply from AXA Assistance
Updated 6 Aug 2024
Good Morning, Thank you for the positive feedback! We really appreciate this and will pass this on to the relevant team. Kind Regards, Francesca
48 reviews 7 Aug 2024Findlay was extremely helpful and courteous. He was patient and explained everything to me clearly, sorted my problem and gave me complete peace of mind.This is something that as a senior citizen I do not take for granted in this day and age.
Date of experience : 07 August 2024
Reply from AXA Assistance
Good Afternoon, Thank you for the positive feedback! We really appreciate this and will pass this on to the relevant team. Kind Regards, Francesca
31 Jul 2024I have only used AXA breakdown recovery twice, both times the service was terrible. First time the man in a van mechanic knew nothing about motorcycles and had no recovery equipment so I was finally left having to push my heavy motorcycle 1/4 of a mile. This was after having to wait 3 hours for them. The second time is now and the recovery time given is 6 hours after breakdown, many hours since food or water. Both breakdowns happened in high temperatures with no shade. This could be dangerous for elderly or frail people. I have made so far seven phone calls asking for updates.
Date of experience : 31 July 2024
Reply from AXA Assistance
Good Afternoon, I am very sorry to read about your experience falling below the standards we expect. We have raised a complaint and will be in contact soon to discuss this with you. Kind Regards, Francesca
16 Aug 2024Excellent service simple renewal process and didn’t have to wait long for call to be answered.
Date of experience : 16 August 2024
Reply from AXA Assistance
Good Afternoon, Thank you for the positive feedback! We really appreciate this and will pass this on to the relevant team. Kind Regards, Francesca
2 Aug 2024This is a cautionary tale. READ the POLICY. I have been set up with AXA for several years with a rolling renewal and like most people looked at the price and any policy changes and just let the renewal happen. What I missed was that in the document there is a single line that describes a covered vehicle as:
"8. Vehicles
Vehicle means the private car or
motorcycle which is less than 16 years
old . "
My car is approaching 19 years of age at the end of 2024 and I found out when I called for recovery had not been covered under this recovery insurance for a couple of years. AXA have refunded the 2023 fee and cancelled my 2024 policy, as a "goodwill gesture", I do not regard this as a gesture but an obligation as they had mis-sold this insurance. Oh Hum, AXA repeatedly pointed out that I should have read the policy closer to which I responded , yes but AXA should have looked at my vehicle and also flagged that it was outside of this policy.
As stated this is a warning for ALL that you should read the policies of insurance companies before automatically renewing.
Date of experience : 30 July 2024
Reply from AXA Assistance
Good Morning, I am very sorry to read about your experience falling below the standards we expect. We have contacted you to gather some more information to try and help us locate your claim and once we have this the team will be in contact to discuss this with you further. Kind Regards, Francesca
