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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Is AXA Assistance legit?
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.
What reviewers say
AI generated
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.
How systems can take the shine off your experience!
The discussion with your agent went really well, although there was an issue with the automated secure system, to take payment from my card. It was sorted in the end.
I didn't receive any email confirmation about the new policy and policy number, and had to chase this.
Reply from AXA Assistance2026-05-28
Good evening,
Thank you for the feedback, this will be passed on internally to ensure this does not happen again going forward.
Kind Regards
Francesca
Been a customer for many years and whilst I have only needed to use their services once it was handled well and professionally.
This year my policy was one that was discontinued but I was offered a good price to take another. Not sure it will be quite so competitive next year but for now it continues to serve its purpose and no issue.
Staff polite and helpful
Reply from AXA Assistance2026-05-29
Good Afternoon, Thank you for the positive feedback! Kind Regards, Francesca
Not very good because website was down and couldn’t make payment straightaway
Reply from AXA Assistance2026-05-28
Good Afternoon,
Thank you for your feedback, we are sorry to hear of the difficulties you experienced. We will be passing this on to the relevant department to look into.
Many Thanks
Francesca
I had need of assistance whilst on holiday in France last year. I was very impressed and reassured by the service I received and was on my way in next to no time. So I am more than happy to renew my cover this year. Highly recommended.
Reply from AXA Assistance2026-05-27
Good Afternoon, Thank you for the positive feedback! Kind Regards, Francesca
We broke down on the motorway, heading up to the lakes. It was terminal so need to tow the car home, unfortunate discovered they have limited the cover to 20 miles for a pickup. Which is quite sneaky.
Reply from AXA Assistance2026-06-02
Good morning, we appreciate your feedback and are sorry to learn you are unhappy about your experience. We requested additional information from you to help us assist with your issue, but you didn’t respond within the timeframe set by Trustpilot. We take your comments seriously and will review the points you raised. Your feedback helps us improve our services.
The website did not allow me to insert my date of birth
Reply from AXA Assistance2026-05-18
Good morning, many thanks for your feedback and we apologise for the inconvenience with adding your DOB. This has been flagged with the team to look into.
All went relatively well until I tried to pay wth Applepay.
The link took me to the Applepay confirmation to pay screen but when confirm to pay, the confirmation link stayed in the “processing payment” so I had to abandon this and pay using the credit card/debit card.
Grrrrrrrr.
Reply from AXA Assistance2026-05-12
Good morning, thank you for your feedback. We're sorry for the inconvenience you experienced with Apple Pay. We have raised with the relevant team who will investigate this issue.
I submitted my claim on the myexcessclaim.com portal on the 23rd April. It is clearly stated that they would be in touch within 5 working days. The 8th working day just passed and no sign of them. My claim is still in submitted status. Also, I sent an email but no one has replied. So far very poor customer experience.
I will wait a few extra days and then I will open a formal complaint.
G.
Reply from AXA Assistance2026-05-07
Good Morning,
Thank you for your review, I have reached out to the excess team and request they get in touch with you to resolve this issue.
Kind Regards
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