AXA Insurance

Axa is one of the most horrible corporate insurance I've ever used. I submitted my claim on 19th March, today is 15th May, I have not received my payment. It's a GP visit. I called up the customer service, was given a useless reply, will check with the claim department. Of course, I won't know if any check was done as I have never heard back. I then emailed the customer service and received the same useless reply!

Do they have 0 star?? I would give them that!! Since my last review. Still waiting for my claim!! Update 24 June 2022!! The worst travel insurance!! If you need to claim anything!! Good luck with that!! First you fill up many claim forms online and paper. Follow up with call was put on hold forever!! .. long delay for 3 months.. after that they transfer the claim to some kind of third party claim company. And they have the cheek to ask us to renew our travel insurance.. AXA you put a bad taste in our month and never we will buy any insurance from you!! A VERY ANGRY CUSTOMER!!!! Not good as they dont pick up the phone or answer your email when you need to claim. I have bought their annual travel insurance for my recent trip. My luggage was delay for over 40 + hour, trying to make a claim but it was super user unfriendly. Start with the online form not working after spending time filing up all the detail and uploaded documents,it was not able to submit. Email them didn't get a respond, call them, you wait onl the line for ages and no one answer. Look for other insurance is better. Thanks God it is only a delay luggage not some illness that we need assistance. Avoid them even if they are the cheapest! A very angry customer!

Submitted a simple travel claim end of April 2022 with all the supporting documents. When asking for an update I received the standard answer “we apologise as we are experiencing at lot of claim”. Now mid July I still did not hear from AXA. Assume as they are sold to HSBC there is no focus on the general insurance business anymore. This behaviour is bad for the reputation of the industry. Insurance is all about trust and claims are the proof point.

It is rare that I feel so strongly about something that I wish to leave a review. I heard bad reviews about AXA's customer service experience but didn't think it would really be so bad. We bought travel insurance and wanted to make a simple rental car excess claim due to a minor accident. The sum is only 160 dollars. We submitted our claim documents on 22 February. On 8 March, we received an email from the claim officer telling us to refer to an attachment. There was no attachment in the email. We then promptly emailed them back to ask them to reattach. No response. Weeks passed. I wrote 6 emails to follow up. I called customer service twice. Each time, the customer service told me that they will follow up with the customer service and get back to me on that very same working day. Each time, I did not hear from them. I am truly exasperated. Proceed with AXA at your own risk. NTUC and ETIQA have much better customer service. worlds apart.

I have never felt the need to leave a review in my life but my experience with AXA changed my mind. IT WAS HORRIBLE. There should have been an option of zero stars. They don't deserve any. My mother bought a hospital plan with them a few years back when there was changes to the rider. Keep in the mind that she already owned a hospital plan back then. She's uneducated and can only communicated in basic English. She did not know that she can't have two hospital plan. The agent sold her a hospital plan, stating that she's missing out on full rider if she doesn't purchase at that point of time. Scaring the old lady with no knowledge on insurance. Yes, the agent sold her a hospital plan knowing she can only have one. When we found out it was too late. We did not kick up a big fuss because she might have lost her old hospital plan but at least she was still protected by this new one. MAJOR REGRET because we unknowingly switched from a better company to the worst. The agent was NOT RESPONSIBLE AT ALL. After the purchase, she did not update my mother, nor kept in contact. My mother set her payment method as GIRO because she tends to be forgetful. Everything was going well till last year. They revised the rates and did not informed my mother. The GIRO managed to go through for part of the hospital plan but not the rider. As such, they CANCELLED the ENTIRE PLAN. Nobody informed my mother. The agent assigned did nothing too. We only found out about it this year. We tried to appeal through the agent. She was not helpful at all. All she did was said "ok, she tried". She did not mentioned how. She just reverted by a week later saying no. We emailed customer service. They replied like automated message. There was NO ROOM FOR NEGOTIATION, NO EMPATHY and continuous blame. Yes, she missed the payment but nobody informed her about the revised rates. There's a reason why people set up GIRO for insurance. There was sufficient funds in her bank account for the policy during the deduction. The GIRO deduction failed because AXA changed the rates. All they can replied was, it was our solely our fault for missing the payment. Disregarding the fact that they did not informed the revised rates or their agent was not doing her job. I don't understand what's the point of having an assigned agent if she's not of any help. We have heard of stories whereby insurance companies allowed reinstatement of hospital plan even after they lapsed for more than a year. So yes, AXA will never do it for you. Go somewhere else. My mother is now left with no hospital plans because she's too old and no other companies will sell her. I'm not saying she's not at fault for missing out the payment but AXA could have handled it better. AXA does not care about their customer. You can be a loyal customer and they will still ditch you when you need them the most. Their agents are IRRESPONSIBLE. Customer service is TERRIBLE. I don't understand why are they still in business. In the field of insurance with zero care is just no. I spent a good 30 minutes crafting the first review of my life because I honestly hope nobody goes through the same thing. Buy at your own risk.

Customer service officer is of 0 help. I STRONGLY discourage anyone from buying insurance from them. They are a lot of better insurance companies out there. Here’s my experience: AXA is partnered with trip.com, providing travel insurance. I carelessly misspelt a name in one of my bookings with trip.com so I contacted them to ask if they could make a name modification for me on the insurance policy that was issued. They told me that I had to contact AXA because the policy was issued by them. On my first call with a female customer service officer, she told me to send my passport photo with details & policy number to them and they will make the change for me, so I did that and no one got back to me. So i emailed AXA again, and their CSO Sapphire Tan referred me back to trip.com and told me they cannot change the name on the insurance policy because they were only in charge of claims and do not have access to trip.com policies (i don’t quite understand this because the policy is from AXA). So why did they ask me to send in the passport details with the policy number in the first place? I kept going back and forth with trip.com and AXA, and up till now my issue is still not solved so I gave up and bought a policy from another insurance company instead. The email replies from trip.com and AXA looks like automated emails, they just copied and pasted the same reply for every single email without trying to find out if there was a communication issue between the 2 companies. Honestly, I don’t know whether there’s a problem with AXA or trip.com, all I can say is that the partnership between them is horrible and there’s definitely a lack of communication between the 2 companies. I would suggest not buying anything from both of these company unless you want this unpleasant experience.

Do not buy axa for your travel insurance . Expensive and ineffective and extremely poor customer service . The portal is not user friendly and tough for submitting claims (for example cannot submit documents over 3MB) . The customer service takes over a week to respond to emails and sends wrong information (for instance missing out form attachments). I have finally submitted my claims over email and it has been several weeks without hearing back from the insurer on the claim status. By comparison, great eastern had processed my Covid insurance claim previously and had the reimbursement completed within 1.5 weeks , customer service took only 2 days to email back. Way more professional. Axa ‘s service is abysmal

Never felt so bad to leave a review. Applied for their travel insurance for the 1st time and they just cancelled our insurance saying that either i changed my travel date or the company had occurred an error processing my travel insurance, with a refund credit note. Ok. I give them the benefit of doubt and waited for the refund. Nope. Nothing. So I proceeded to make a repurchase as instructed and guess what? My bill came out to be 3 times what I had paid (along with 3 invoices)! Outrageous! So I emailed and called them to request for the refunds of the extra transactions. Customer service lady said she will check for us and let us know the next day. But no reply. Weeks passed and there is still no update on the refunds. Regret not checking on the insurance company before buying from them. Buy at your own risk!