Is AXA Car Insurance any good or do they have one of the best logos in the space all for nothing? Read our review below to find out exactly what they have to offer, what their customers think of their service and how much that will all cost you.
AXA Car Insurance: Overall Review
AXA's comprehensive car insurance is—as the name suggests—comprehensive. As it delivers every 'must have' and 'should have' feature (according to Money Advice Service)—although some do cost extra such as motor legal and breakdown. It even provides access to all but one 'could have' features (premium courtesy car). That means that AXA is one of the more robust car insurance offerings you can get in the UK, when it comes to features.
The only feature they fail to deliver on is the 'larger/premium courtesy car' feature. This may be a disappointment to some. However, their regular courtesy car coverage provides a vehicle with a 'similar size and transmission' to your car. They also promise that it will have as many doors and seats as your car (max. 7 seats). But yes, you won't be getting a Rolls Royce as a courtesy car.
The cancellation fees after the 14-day cooling off period are slightly higher than would be ideal and, unfortunately, they charge you for any mid-term changes made to the plan. This is one of the biggest flaws with the cover AXA provide.
A few question marks are raised around AXA's customer service. Their FOS complaint ratio is fairly high and we've found people on reviews.co.uk complaining about their poor customer service. This is something to bear in mind before purchasing AXA car insurance.
Take a look below to get better insight on what AXA provides their customers.
AXA Car Insurance Features
Below you can take a look for yourself at AXA's comprehensive car insurance coverage.
|How Good is AXA Car Insurance?||A Good Policy Includes||Does AXA Deliver?||AXA Comprehensive Coverage|
|"Must Have" Features|
|Windscreen||Full repair or replacement||Included|
|Belongings||£200+||Included (up to £300 any one incident)|
|Keys||£300+||Included for theft, loss of or damage to car keys (up to £2,500)|
|Protected NCD||2 times in 3 years (standard or optional extra)||If you buy the add on|
|Car recovery after accident||Included||Included (further than 1 mile from your home)|
|Courtesy car (repairs)||Minimum 14 days||Included (up to 14 days)|
|Repairs guaranteed (if use approved repairer)||12-month guarantee||Included|
|"Should Have" Features|
|New car replacement||Theft or damage at least 60% of list price; cars up to 12 months old; first owner||If cost of repairing will be more than 60% of manufacturers last UK list price (inc. taxes); vehicle must be less than 1 year old; you must be the first and only registered keeper and legal owner.|
|Stereo and satellite nav||Market value for manufacture fitted||Permanently fitted equipment cover up to £1,000 (unless equipment is fitted by the manufacturer of your car or their approved dealer then cover is unlimited)|
|Alternative transport & Hotel after accident||£250+||Nation wide recovery (driver + 6 passengers) back to home address or to your destination. OR overnight accommodation (b&b for one night in a 4 star hotel).|
|24-hour emergency helpline||Standard||Included|
|Courtesy car (total loss or theft)||Standard or add-on extra||If you pay additional premium, up to 21 days|
|Motor legal expenses||Standard or add-on extra||If you buy the add on|
|Breakdown cover||Standard or add-on extra||If you buy the add on|
|"Could Have" Features|
|Same cover in EU||Standard or add-on extra||If you pay an extra premium|
|Child car seat replacement after accident, theft, fire||Ideally replaced even if no visible damage||Included|
|Larger/premium courtesy car||Standard or add-on extra||Not available|
|No fault NCD protection||Standard||Included|
|Uninsured driver NCD protection||Standard||Included|
|Cancellation fee||No more than £50||during 14-day cooling off period, proportionate refund but no cancellation admin fee; £52.50 admin fee and pro rata premium refund after cooling off period; £10 for any change or correction to your policy.|
AXA Car Insurance: Customer Reviews and Ratings
AXA's Trustpilot rating is fairly high at 4.3 out of 5 stars, with 63% of their reviews giving an 'excellent' 5 out of 5 rating.
Their reviews.co.uk rating is, conversely, quite disappointing—only 39% of reviewers recommending AXA. One angry reviews.co.uk user said:
"We are still stuck at the side of the road 33 hours after reporting our breakdown to axa. Phone calls not returned, Axa suck."
The high FOS complaint ratio would also suggest that maybe customer service is their weak spot. Despite this, AXA have been rewarded 4 & 5 stars from Defaqto for their coverage in most of the UK. Only falling to 3 stars in Northern Ireland.
|Review Site||AXA Ratings|
|Trustpilot||4.3 out of 5|
|reviews.co.uk customer service rating||2.54 out of 5|
|FOS Complaint Ratio||4.73|
|AXA Direct Car Insurance||5 stars|
|AXA Insurance Car Insurance & Car Plus||4 stars|
|AXA Car Insurance & Drivesave (NI Only)||3 stars|
You might want to cancel your insurance plan at any time. If you want to cancel during your cooling off period, AXA will refund you proportionate to how long you have been covered (unless, of course, you've made a claim or had an accident that could lead to a claim).
Once that cooling off period has finished you will be charged £52.50—which is higher than other cancellation fees in the UK car insurance market. You'll also receive pro rata amount of the premium back, again so long as you haven't claimed or been in an accident that could lead to a claim.
Any mid-term changes cost you an admin fee of £10. Some other companies offer this for free, especially if the change can be made by the policyholder via an online portal, without needing to contact customer service over the phone.
|When Are You Cancelling||AXA's Fee|
|During cooling off period||No admin fee (proportionate refund based on time covered thus far)|
|After cooling off period||£52.50 (proportionate refund based on time covered thus far)|
|Mid-term admin changes||£10 for any change or correction|
How Much Does AXA Car Insurance Cost?
Below you can see we were quoted a monthly rate of £51.93, with a £103.90 deposit. This will result in a total amount of £623.20. You save £77.49 by opting to pay your entire insurance in one single payment of £545.71.
You can also see the prices of their add-ons such as the courtesy car add-on and how much it'll cost you to protect your no claims discount.
|Costs of AXA's cover|
|AXA Comprehensive (Single Payment)||£545.71|
|AXA Comprehensive (Monthly Payment)||£51.93 (£103.90 deposit)|
|Motor Legal (Annual Payment)||£29.99|
|Breakdown Coverage (Annual)||From £19.99|
|Courtesy Car (Annual)||£14.99|
|Protected NCD (Annual)||£64.33|
|Personal Injury (Annual)||£19.99|
We got this quote for our sample profile of a 22-year-old with no previous or outstanding convictions and 4 years no claims, driving a 2008 Ford Fiesta. Prices will vary, please ensure to get your own quotes.
Phone Numbers and Policy Documents
Most of AXA's phone numbers are live Monday to Friday between 8am-8pm, Saturday 9am-5pm, Sunday 9am-3pm and Bank Holidays 9am-3pm. This is with the exception of their claims numbers that are closed on Sundays.
- Monday to Friday: 8am - 8pm
- Saturday: 9am - 5pm
- Sunday: 9am - 3pm
- Bank Holidays: 9am - 3pm
Here are the phone numbers to contact for AXA car insurance:
|AXA Contact Numbers|
|Customer Service (UK)||0330 024 1158|
|Customer Service (NI)||0289 002 0104|
|Claims (in UK)||0330 024 1305|
|Claims (claims outside UK)||+44 (0) 1217 520 685|
|Windscreen Claims||0330 024 1306|
|Get a Quote||0333 241 3545|
|24 Hour Helplines|
|Accident recovery||0330 024 1305|
To read about the full details of an AXA policy, including what's covered and exclusions, read through the AXA's car insurance policy documents here.
Other Car Insurance Reviews
If you'd like to compare AXA to other car insurance companies, see some of our other car insurance reviews below: