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
Written by the business, not verified by us.AXA Assistance (axa-assistance.co.uk) has a 4.2 out of 5 rating on OK.one, based on 106 user reviews collected here. It is listed under Money & Insurance and its reputation is good. 81% of reviews are 4 stars or higher and 10% are 1 star; The business has replied to 94% of negative reviews. Last updated 2026-08-12.
Reviewers had a great experience with this company. Customers frequently praise the staff and agents for being extremely polite, friendly, and exceptionally helpful when handling policy inquiries over the phone. Consumers often deeply appreciate the prompt, professional, and efficient assistance provided during unexpected stressful situations. Some reviewers were not happy with communication efforts, noting that customer service emails were frequently left completely unanswered. Additionally, a few other people also felt that dealing with extended waiting times on the phone lines caused significant frustration. Some consumers also mentioned experiencing serious difficulties when trying to resolve urgent breakdown issues through their support channels.
Auto-generated from all reviews of this business. For reference only.Had no problem getting connected the lady was very helpful and gave me clear information about my policy and very patient
Good afternoon, we are pleased to hear you had a positive experience and found our team member helpful and patient. Thank you for taking the time to leave a review. We appreciate it!
Good Afternoon, Thank you for the positive feedback! We really appreciate this and will pass this on to the relevant team. Kind Regards, Francesca
Good Afternoon, Thank you for the positive feedback! We really appreciate this and will pass this on to the relevant team. Kind Regards, Francesca
Good afternoon, many thanks for taking the time to leave a review. We are pleased to hear your were happy with your experience.
Excellent Service
Good morning, thank you for taking the time to leave a review. We are pleased to hear that you are happy with the service received.
Absolutely awful service. I discovered a leak and called to make a claim on my home emergency cover. I was told my water pipe wasn’t covered as it was part of my heating system. So I called my heating insurance who agreed to come out the following day. I then receive a call to say that the pipe was indeed covered by my home emergency cover as it’s feeding into the water tank and a plumber would attend within 4 hours. I canceled the other plumber as he coding attend until the evening so cancelled my bank holiday plans and waited for the plumber. All the while I had no running water at the point. 4 hours passed and no plumber. I call the plumber I was told was coming - they said they had let Axa know 4 hours ago that they didn’t have a qualified plumber to attend. I contact Axa who didn’t apologise - just told me the pipe wasn’t covered. After speaking to the complaints team they said it was covered and they will continue to try and find a plumber to attend and will let me know. In the meantime I could look for my own and the charge back and they would reimburse. I didn’t hear back from them and I cousins find a plumber who could attend that day. My plumber attended on the Tuesday and I completed the forms for reimbursement. The forms state allow up to 14 days for payment. 16 days later - no reimbursement received. I’ve just called again and been told they’ll email the reimbursement team. That’s the resolution offered. No apology - no let me look into this ask get back to you. This is one of the worst customer service experiences I have received and have no faith that I will get my money back.
Good morning, we appreciate your feedback and are sorry to learn you are unhappy about your experience. We have shared your comments with the relevant team, who have confirmed your reimbursement has been processed and a member of the team has been in contact to confirm this. We take your comments seriously and are reviewing the points raised. Your feedback helps us improve our service. Thank you.
I submitted my claim on the myexcessclaim.com portal on the 20th May. It is clearly stated that they would be in touch within 5 working days. The 17th working day just passed and no sign of them. My claim is still in submitted status. I’m not upset, but I am surprised that he’s spreading false information. Also, I sent an email but no one has replied. So poor customer experience what a pity
Good Morning, I am sorry to hear of the lack of communication you have received, i have raised this with the claims team and asked they contact you to discuss this further. Kind Regards
Well trusted and competitive provider, I have been now 2 years with axa but am lucky enough to have not used them.
Good Evening, Thank you for your feedback. We appreciate your continued support over the past two years. Kind Regards
Very helpful customer service agents . Contacted AXA after online portal would not allow my breakdown insurance quote to continue to payment .Turned out the company records had a shortened version of my name . Using my full name caused a problem with the renewal . The issue was sorted and the renewal was discussed with me . All very friendly and professional . Additionally the quote was very competitive .
Good Evening, Thank you for your feedback, I am sorry to hear of the issues you faced but am glad to hear this has since been resolved. This will be passed on internally so ensure this does not happen again. Many Thanks
My experience of buying breakdown insurance was quick easy and very straightforward. I also feel the price was very reasonable, I would highly recommend them
Good morning, Thank you for your positive review, i am happy to hear you are pleased with the service you recieved. Kind Regards
So far so good , happy with the price , bit of a mix up getting my documents but sorted now
Good morning, Thank you for your feedback, we will pass this on to the relevant team to ensure the mix up with documents does not happen again. Kind Regards
Really straight forward dealing with my application,quick and easy to set up
Good Afternoon, Thank you for the positive feedback! We really appreciate this and will pass this on to the relevant team. Kind Regards,
Easy to set up brilliant cover cheap price from well known company
Good Morning, Thank you for the positive feedback! We really appreciate this and will pass this on to the relevant team. Kind Regards,
Good Afternoon, Thank you for the feedback, we are glad to hear you are happy with the service. Kind Regards
Recognised company, the price was very competitive. Easy to complete on line .
Good Morning, Thank you for your positive feedback! Kind Regards
A very easy experience purchasing breakdown cover.The agent understood what I required and supplied me with cover at a very good price. Very satisfied
Good afternoon, We are pleased to hear you are happy with the service you received. This will be passed on internally. We appreciate your feedback! Kind Regards
Helpful over the telephone when I asked for clarification with online details.
Good morning, Thank you for the positive feedback! Kind Regards
The young lady who helped me today was extremely helpful and friendly and sorted out the many problems I gave her. Very efficient and my new policy is now up and running. Many thanks.
Good afternoon, we are pleased to hear you were happy with the service your received. We will pass your feedback on to our agent. Thank you for sharing your positive experience!
Good Afternoon, Thank you for your feedback! Many Thanks, Francesca
Prompt attention and very experienced call handler
Good Afternoon, Thank you for your feedback! Kind Regards
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