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.I asked a straightforward "What if" question and the person I spoke to said You'll have to speak to Claims Dept I'm in Sales. I would have thought a person in sales would have some understanding of what they're selling.
Good Morning, I am sorry to hear of this, i will pass this on to the Sales team to be feedback. We appreciate you making us aware of the situation. Kind Regards
Poor performance and customers service . I used AXA Assustance Home Emergency as its Martin's my elderly mothers home insurance policy . She had a total electrical failure at the address and 20 hours later they cannot locate a Electician to call out when I can find 31 emergency electricians in my mothers area , no customer service, no empathy , they don't care . This company is not fit for purpose and insurance companies should not be sub contracting there home emergency cover to them , this is how they treat a vulnerable 84 year old lady living on there own SHOCKING
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
Chaotic software resulting in nearly 1 hour on phone. AXA email sent ,e to web page, saying my direct debit details had changed 9they hadn't - AXA no longer accept bank direct debits!!). My account would be 'expired' (English?). Phone agent tried to take a credit card (via phone keyboard). Failed 3 times. Then tried to set up new account, was half way through, phone call cut off ... no call back. Decided to try again online (with same credit card). What a waste of everyone's time. Does not someone test this before putting into action? PS Agent pleasant, but just 'obeying orders' from his screen.
Hello, we appreciate feedback and are sorry to learn you are unhappy about your experience. If you would like to log a complaint regarding this, please contact us via [email protected]. Alternatively, if you would prefer to speak to an agent, please call our Complaints Team using the contact information on your policy documentation. Thank you for bringing this to our attention. We take your comments seriously and will review the points you raised. Your feedback helps us improve our services.
I have used AXA for breakdown cover for a number of years now. On the few occasions I've had to report a breakdown the level of service has been on a par with the big names in this industry. This year was a very poor one for the renewals process however. For some reason (admitted but not explained), AXA can no longer take direct debits and this has caused any policy set to auto renewal to enter into a "doom loop" on their online portal making it impossible to renew online and forcing you onto their phone line to renew. Whilst I didn't have to wait too long to complete the renewal over the phone on the second attempt, for some reason the first attempted call went silent without disconnecting.
Good morning, we are sorry to learn about the difficulties you experienced with your renewal process. Thank you for raising these issues and we will share your feedback with the relevant teams to see where improvements can be made. We appreciate your feedback.
Breakdown cover is competitively priced. Website has had several glitches today - which would not go away, despite repeated attempts from scratch to provide cover for a second car. Needed to ring the call centre but it was after 5pm, so they were closed.
Good afternoon, we appreciate your feedback. We're sorry you experienced website issues and the the call centre was closed. We'll investigate the technical difficulties to improve our service. Thank you for bringing this to our attention.
Only not given 5☆ as quite a long wait to be answered! Perhaps you could give an indication as to how long before call will be answered. Otherwise very good service and helpful assistant.
Good morning, we appreciate your feedback and are glad our customer service agent was helpful. We apologise for the long wait time and will explore providing call answer time estimates in the future. Thank you.
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