I feel completely let down by AXA Home Emergency. As someone with both an infant and an elderly person in the home, I took out this cover for peace of mind in urgent situations. Unfortunately, AXA has proven to be unreliable, disorganised, and indifferent to the needs of vulnerable households.
When we experienced a plumbing emergency, we were misinformed about the timescales from the start. We were told help would arrive within a certain timeframe, but that turned out to be completely inaccurate. The delay caused unnecessary stress and risk to my family.
When an engineer finally arrived, he appeared to be an apprentice rather than a qualified plumber. He was unprepared, unwilling to carry out even a temporary repair, and simply shut off the water supply—leaving us without basic facilities. He then informed us that any actual repair would need to be further authorised and paid for by AXA, which is shocking for a service marketed as “emergency cover.”
To make matters worse, when I raised a complaint, the staff showed no concern or urgency. There was no empathy, no ownership of the situation, and no meaningful attempt to resolve the issue. It felt like we were just another number in the system.
This experience has completely eroded my trust in AXA. If you’re considering their Home Emergency cover, especially if you have children or elderly family members, I strongly recommend you look elsewhere. This service is not fit for purpose.