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AXA home insurance review

Axa offers three types of home insurance policy, but are they any good? Find out in our expert review.

In this article
Who is Axa? What does Axa's home insurance cover? How Which? Rates Axa's home insurance AXA's home insurance policy: is it good or bad?  How did customers rate Axa's home insurance?
Does Axa offer different levels of home insurance cover? How much does Axa's home insurance cost? What is Axa's claims number? Who underwrites Axa's home insurance? Get top money-saving tips from Which?

Who is Axa?

Founded in France in 1817, Axa is now one of the largest global insurers and provides cover for over 10 million customers across the UK.

It offers a range of insurance products including home insurance, car insurance and travel insurance, as well as landlord insurance, private health insurance and dental insurance.

Axa belongs to the Axa Group which owns several other brands including Swiftcover. It's a publicly traded company on the London Stock Exchange. 

What does Axa's home insurance cover?

The information below gives an at-glance view of the key things that the Axa's home insurance covers as standard. 

Elements marked with a are covered as standard and those marked with a are not covered as standard. However, these can be added to a policy as optional extras for an additional cost.

 

✓ 24 hour (emergency) helpline

 

Allows you to call a 24-hour helpline for assistance in the case of a home emergency.

 

 Loss and theft of keys

 

Loss and theft of keys will cover the cost of replacing your keys if they are ever lost or stolen.

 

✓ Garden cover

 

Garden cover protects against damage to items in your garden including plants and garden furniture

 

 Home emergency

 

Home emergency cover provides assistance of central heating, electrical emergencies, plumbing or draining issues.

 

✘ Accidental damage

 

Accidental damage protects against sudden and unconventional physical damage to the structure of your property as well as your furniture and belongings.

 

✘ Burst pipes

 

Covers the cost of repairing burst pipes in your property.

 

✘ Personal possessions

 

Personal possessions cover protects your portable belongings while you’re outside of your property.

How Which? Rates Axa's home insurance

To help you find the best home insurance policy, Which? goes the extra mile to sort the best from the worst. 

We survey thousands of real home insurance customers to find out how they rate their insurer for customer satisfaction.

We also analyse and rate 60 different elements of contents and buildings insurance to create policy scores, helping you judge the quality of your cover - and how an insurer compares to its peers.

We combine this into an overall score to highlight the insurers that offer great cover and service.

Which? members can log in to see the results of our analysis. If you’re not already a member, you can sign up to a one month trial for Which? Money for just £1 to access this review and enjoy the benefits of a Which? membership.

Home And Mobile Insurance
AXA review
Overall Which? score
%
Our total score score combines both the Which? Customer Score, ratings from real customers of the provider, and our expert analysis of the provider's policies. The total score is made up of 50% of the Customer Score and 25% each of Buildings and Contents policy scores.
Which? Customer Score
%
Which?'s rating for customer satisfaction, based on feedback from real customers. The score is made up of a customer's overall satisfaction with the brand, and how likely they are to recommend that brand.
Buildings policy score
%
Which?'s rating of the quality this company's buildings insurance policy. We analysed 32 features of its cover to calculate the policy score.
Contents policy score
%
Which?'s rating of the quality this company's contents insurance policy. We analysed 46 features of its cover to calculate the policy score.
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AXA's home insurance policy: is it good or bad? 

In February 2019, we analysed and rated 60 of the most important elements of standard home insurance policies to come up with the overall policy score.

We assess how important each individual element is when choosing and using a home insurance policy, and weight it accordingly when calculating our total policy score. Each element is given a star rating, out of five.

Overall, 49 out of the 60 elements policy elements we analysed in Axa's home insurance earned a 3-star rating or higher.

While 20 of Axa's policy elements were given a full 5-star rating, the majority of the features in its policy were given a 3-star rating or below, which indicates an average level of cover.  

Best parts of Axa's home insurance policy:

We've identified three standout features in Axa's home insurance policy:

  • Cover of up to £1,000 of money in the home, which we gave a full 5-star rating
  • Buildings accidental damage covered as standard, which earned the policy 5 stars
  • Up to £10,000 cover for single items not specified on your policy, which scored 5 stars

Worst parts of Axa's home insurance policy:

We've identified three features in Axa's home insurance policy which scored poorly:

  • Cover of up to £5,000 for contents kept in outbuildings, which scored 2 stars out a possible 5
  • Doesn't pay a switching fee, which we gave 0 stars
  • A £1,000 cover limit for personal possession left in the car, which earned 2 stars

In detail: every part of Axa's home insurance rated

Which? members can log in to see the results of our analysis. If you’re not already a member, you can sign up to a one month trial for Which? Money for just £1 to access this review and enjoy the benefits of a Which? membership.

Table last updated in February 2019. Next updated in February 2020.

Policy elements Details Rating Area covered
Interest charged on payment by installments (APR) Logged out detail Logged out padlock Buildings and contents
Renewal fee (£) Logged out detail Logged out padlock Buildings and contents
Home emergency cover - standard, optional, not covered? Logged out detail Logged out padlock Buildings and contents
Home emergency cover (£) Logged out detail Logged out padlock Buildings and contents
Owner's / Occupier's liability (£) Logged out detail Logged out padlock Buildings and contents
Accidental damage cover - standard, optional, not covered? Logged out detail Logged out padlock Buildings only
Accidental damage cover - standard, optional, not covered? Logged out detail Logged out padlock Contents only
Subsidence - standard, optional, not covered? Logged out detail Logged out padlock Buildings only
Alternative accommodation (£) Logged out detail Logged out padlock Buildings only
Burst pipes - standard, optional, not covered? Logged out detail Logged out padlock Buildings only
Blockage of sewer pipe - standard, optional, not covered? Logged out detail Logged out padlock Buildings only
Single item limit for valuables - max limit (£) Logged out detail Logged out padlock Contents only
Contents in the open - within home boundary i.e. garden (£) Logged out detail Logged out padlock Contents only
Contents in outbuildings - including garages (£) Logged out detail Logged out padlock Contents only
Theft from outbuildings (£) Logged out detail Logged out padlock Contents only
Personal Possessions - standard, optional, not covered? Logged out detail Logged out padlock Contents only
Personal Possessions limit within a car (£) Logged out detail Logged out padlock Contents only
Bicycles - standard, optional, not covered? Logged out detail Logged out padlock Contents only
Mobile phones (away from home) - standard, optional, not covered? Logged out detail Logged out padlock Contents only
Does mobile phone cover include calls? Logged out detail Logged out padlock Contents only

To see how Axa's home insurance compares to other policies check out our guide on the best and worst home insurance policies.

How did customers rate Axa's home insurance?

As well as looking at how Axa's home insurance policy stacks up against others, we've also analysed how customers feel about it too.

Which?'s rating for customer satisfaction is based on feedback from real customers. The score is made up of a customer's overall satisfaction with the brand, and how likely they are to recommend that brand.

Overall, Axa home insurance scored 65% for customer satisfaction, placing it 32nd out of the 34 home insurers we looked at.

Axa's 'application process' was one of the highest rated features and was scored three out of five stars by customers. The transparency of Axa's charges and penalties was scored the lowest and only received two stars.

The table below shows how Axa home insurance scored for eight elements of customer satisfaction.

Customer satisfaction element Which? Customer rating
Application process Logged out padlock
Clarity of policy Logged out padlock
Dealing with queries Logged out padlock
Ease of managing your policy online Logged out padlock
Transparency of charges/penalties Logged out padlock
Dealing with complaints Logged out padlock
Experience of making a claim Logged out padlock
Value for money Logged out padlock

Does Axa offer different levels of home insurance cover?

Axa offers three home insurance policies - HomeSmart, HomeSure and HomeSafe. 

The scores shown in this review relate to Axa's standard HomeSure policy. If you would like to take out home insurance with the Axa but need more cover, you could opt for Axa's HomeSafe policy.

This policy offers:

  • Home emergency cover us included as standard
  • Personal possessions are covered as standard
  • Legal expenses are included as standard

Due to the increased level of cover, this policy is likely to be more expensive than Axa's standard HomeSure policy. 

If you'd like to stick with Axa but want less cover than the standard policy offers, it's worth checking out their HomeSmart home insurance. 

This policy offers:

  • Buildings accidental cover as an optional extra
  • 30 day cover for leaving your home unoccupied
  • Up to £2,500 for contents stored in outbuildings

The Axa HomeSmart policy is likely to be cheaper than it's standard home insurance due to the reduced level of cover. 

How much does Axa's home insurance cost?

Your contents insurance and buildings insurance will be priced based on your own personal circumstances, where you live and the type of property and contents you own. 

Axa allows you to gather quotes on its own website www.axa.co.uk/home-insurance. You can also compare Axa's home insurance on the following price comparison sites:

  • Confused.com
  • Gocompare.com
  • Comparethemarket.com
  • Moneysupermarket.com

Check out our guide for more information on how home insurance add-ons, fees and charges affect the price of your policy.

What is Axa's claims number?

If you need to make a claim with Axa home insurance call 0330 024 8086. 

According to Axa, you'll be asked what happened and details about the structure of your home. While Axa can get your claim started without them, it's best to have your policy documents, personal information, and evidence that could help your claim to hand.

The acid test of any home insurance provider is how it handles your claim. In January 2019, Which? surveyed 1,456 members of the general public about their experiences using a major home insurance provider.

The Axa scored 64%, placing it 16th out of 21 home insurers. It scored three stars for several factors including 'speed of dealing with a claim', and its 'customer service' as a whole. Axa only earned two stars for its 'regular communication on claim progress'.

Find out how it compared to other insurers on or guide making a home insurance claim.

Who underwrites Axa's home insurance?

Axa's home insurance is underwritten by Axa Insurance plc. 

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