Worst insurance company I ever bought from. Terrible customer service. Poor servicing by agents who assure you that the company always pay good bonuses which turn out otherwise. Once you signed with them, it is downhill all the way.
Useless. Call center agents are clueless about policies, how things can be reimbursed, how referrals specifically work, and recommend deferment to company HR, which would then circle back to them again. Terrible. (That s excluding the fact that I tried for 15 minutes before the hotline went through, and it does not operate on weekends FYI except for emergencies).
Easily recognisable landmark building in the heart of CBD.
Absolute rubbish of a company, AXA sold us a comprehensive car insurance using Australian Driver's License. But got a claim repudiated because we are using Australian Driver's License. Why did you sell the policy in the first place? Isn't this negligent on your part?
I have a policy premium due which is to be paid through CPF on 1st March. I asked for extension to mid march because not enough funds in my Cpf a/c. I sent email n faxed. They still require the original document by post. I'm making a trip to the office now. sigh. In this age n time, still need snail post. So far my experience with their customer service this morning still ok.
Made a claim for medical expenses and I got my payment in 3 weeks.
It's accessible from bus, MRT.
Non smoker need to beware of smokers outside the office.
Very bad experience with this company, went to customer service center inquiry one claim under my motor policy, the service representative took more than 20mins to check and eventually told me that she will call me to explain in the next day however never receive their calls in the next few days and i try to call the hotline many times even could not get answer.
Had always had an ok experience with AXA s car insurance, have been using it for years as well.
Better think again if u plan to get any policy from them with any problems. As whoever's who plan to take any policy have to expect long delay after payment is done without getting cover
Please be very careful for buying insurance with AXA. They push you to sign the document without proper explanation. Unless you have time to read-through every single wording, you should not sign the documents. In general, insurance will not be paid because there are so many conditions which prohibits insurance payment. In the end, you pay something which is totally useless.
Sharing my bad experience with AXA agents Charmaine Hum and CK Tan... They post Facebook adverts to promote safe and consistent 16% p.a. investment returns . Turns out it s ILP and found out from AXA the returns is not true. Don t be scammed by them. I wonder why AXA allow their agents to do such marketing in the first place. Honesty and ethical is definitely not the word I will use to describe these 2 agents. I have lodged a report to the relevant authorities and the agents have since removed the adverts by AXA s request and there is still ongoing investigation on them. Buyers beware!
I have a motor insurance with AXA since 2018. Totally bad experience trying to seek clarification about my claim since submission in early 2019. Different staff explained different things to be. The customer service is almost inexistent.
Completely dissatisfied, no service at all when you need to submit a claim.
If you consider to get AXA as your Medical Insurance Provider - please, please think again.
It's been ~18 months since my family has been insured by AXA (under a pretty 'generous' corporate plan) and it's been a TERRIBLE experience throughout: their app is crashing, website is from 2005, filing a claim is a pain, SLAs (claim processing time) are never met, you can wait for the reimbursement for months, and of course, you should also expect to get rejections even on the simple cases.
I don't trust AXA at all and never felt safe and protected with it. Will petition to change the Provider this year.
AXA made an error in their premium quotation to me, not once but 3 times. This was due to the staff's lack of ability to listen and their lack of product knowledge. Their errors placed me in a difficult situation. Despite knowing the impact of their errors on me, they only offered a "lip service" apology. Making an error 3 times was bad enough but their poor service recovery added salt to the wound. Will never use AXA again.
If the hotline agent are so dislike to attend inquiries then change job.
Zero stars tbh. Terrible customer service and operations. A revocable nomination form that can be completed in 10 mins at another insurance provider is rejected 5 times by axa. Why? Because the staff didn t write the ic number as a witness or axa doesn t remember you ve updated your signature. In sum, they take your money and don t care about you as a customer.
When they sell their policy they will very quick in action. However when it comes to claiming. They give all kind of excuse so that they need not pay out. Worst nightmare comes when you want to speak to their officers. They can keep you waiting for months. Very poor customer service.
My agent is ignoring my message when I asked information for the claim process for an upcoming surgery urgently. Called the hotline and because my address was not updated by the said agent, they are unable to verify my account despite providing my IC and full name and birthdate. Irresponsible.
Dear Sir/Mdm
This is regard to my Motor veh NCD
I would like to feed back, on the bad experience with your company services.
I has called many times to your officer by name of Mr Jun , and also have several times email to him and Ms Khor Saw Ting (asst mgr) on 7, 10 , 12 Oct .
Till date no one attend to me and my email was ignore. I believe your company is esteem company , but why you can have such poor service to your customer. These is not my first time bad experience with your company.Dont even deserve A Star
Insurance process is efficient when purchasing but have to jump through many hoops to do a claim.
Sincerely hoped that AXA Motor Claim Dept In Charge Officer can response to our email promptly. Vehicle owner has arranged appointment for re-inspection, however AXA motor claim dept officer never response until the appointment date before 1 day. It is very inconvenience for our vehicle owner, because some of our vehicle owner have to apply leave to attend the re-inspection!
Very rude behavior from your rep Matthew Ooi. Can see is those kind look down on people one. I told him in roadshow i am student cant afford he just say ok thank you for your time sacarstically.
Very rude agent. Pushed me to set a date without even asking if I'm interested and immediately hung up without saying anything the moment i rejected the offer. If this is how you look for clients, trust me you will struggle. NOT recommended.
Taking too long to investigate cases, been almost half a year. Be very careful when you buy from agents who provide misleading information & illegally sign off on your behalf.
Pretend they don't see your policy cancellation requests. Money only goes one way...
AXA motor insurance has very poor authorize workshop. We send our Merz Good Veh for accident repair. After 3 months, the workshop still waiting for 1 spare part to deliver from overseas. And AXA offer no help, no form of service recovery to compensate us for the lost of used (no road tax, insurance rebate etc...)
Called general line to enquire if there is any outstanding payment for my car hire purchase loan. Was attended by an excellent customer service agent (Jake). Explained clearly the status, and even gave me followup call. Best customer service ive received from an insurer to date.
My one experience of the place was chilling at the Starbucks. It still serves great coffee and has great customer service.
More can be done to improve the customer service.
For a start, I think AXA can seek feedback from customers about the post sales service of the Agent. The survey can be done one year after the purchase of policy to ensure agents continue to provide good customer service to their clients.
This company (motor insurance branch) is FANTASTIC at selling their product with great initial service, polite calls to check in on your decisions etc. However when it comes to claiming the insurance, especially when both parties in the traffic accident are under AXA, they are even better at dragging their feet, dodging queries, conveniently forgetting to refund premiums, and still post a phantom claim against your policy such that it affects the assessment by the next insurer. Ironically it was a AVIVA rep who told me something was amiss with rgard to the AXA claims in their insurance database.
What an embarrassment for a company whose motto is "Redefining Standards". Indeed, AXA has redefined standards. I never knew a corporation in this day and age can stoop so low.
In all honesty, as an ex-customer of theirs I feel swindled, stressed, pushed into a corner and made to wait for more than a year for a minor motor accident evaluation that ultimately never came and resulted in me opting to settle privately (repairs cost me $300 outta my own pocket for somebody else rear-ending my car.)
It seems that if I were to even buy $0.10 worth of policy from AXA, it is money gone into a deep dark hole with no way of getting it back... because this company will pull all stops, go to all lengths to prevent you from claiming anything at all... even a $300 paint scratch that wasn't even your fault.
No reimbursement. Refused to ammend my new mailing address.
Do not insure yourself with Axa in Singapore. Horrendous service, no care or consideration for their customers. They are selling their Singapore operations and really aren't interested in helping their existing, long standing customers when they actually need help. Save yourself the bother and go elsehwere.
I would like to share my negative experience with AXA Insurance, it was very upset and disappointed with the customer service and the insurance agent that taking care of my account especially on the after-sales support and follow up. I bought life insurance from them, after one year later the auto deduction from giro was not successful hence they canceled my policy. I call the help desk and asked them why I was not informed about the matter and they mentioned they did send several snail mails to me but I did not recall I had received their mail so I questions them why they cannot give a simply call to the customer to highlight to them on matter since they did not reply back and their reply was "this is not part of their job of scope".
So I raised a request to the help desk that I need to talk to the agent that handles of my account and I waited for almost a week without a reply and called them for 3 times, in the end I need to get the contact number of the agent and call the agent by myself. I raised the similar questions to the agent that taking care of my account "why you did not follow up with me on my policy at least once a year and inform me on the payment issue and why you did not call back after I raised a request from the help desk". The agent did not give me a satisfying answer and furthermore said he did not receive message for the help desk even after I called the help desk for 3 times!
After all the hassle I encountered, the agent just told me they cannot assist me to reinstate back my policy as it exceeds the two years allow period. It shows that the AXA staffs take their job too lightly, If the help desk can be more proactive to contact me through phone or the agent had done his part as an insurance agent, all this issue can be prevented.
AXA is an international company and yet this is the services and support that I get from them. After this incident I will not consider AXA insurance anymore and will share with my family and friends about the negative experience that I had with AXA.
Very bad online portal, extremely confusing and unhelpful. I switched from Allianz to Axa & regret the decision.
Yew tee temporary booth uses part timer to tell ppl its a 4min survey. Exploitation of young people, cheating others saying is survey. Really dirty tricks.
Getting a hospitalisation insurance from AXA is a nightmare. When you apply , everything ok can claimed. but warded , u must go thru their specialist and some other funny procedure.
when u are in emergency , will u bother to look thru which specialist to go to>? In the end , i need to pay more then the premium.
Such a poor customer service, such thieves. They are very good at sucking your money and incompetent to get anything for their captive customers. Worse service and customer relationship ever.
The awfully low quality service provided by this insurance company is definitely appalling. I started off using my company AXA insurance for a consultation which led to a surgery, the lack of responsiveness to produce LOG for a patient is extremely torturous. With the advice of the clinic, I switched to my personal insurance with AIA. And that is the single best decision I made for my surgery. Everything went cashless and so smooth. To put things in perspective, by the time I received my post op consultation claim from AIA, I still haven t seen any response from AXA from the very first consultation claim that happened 3 weeks prior to that. Choosing AXA will be the ultimate nightmare for any consumer that had the fate to actually need it. So please please... do yourself a favour and buy from someone else. You will thank yourself for that decision later in life
I have Prime Care, a hospital cash plan with AXA for many years. It is a simple a cash benefit policy, ie payout is based on a per day hospitalization. When I made my 1st claim, I submitted the claims form and attached the interim hospital bill as proof of hospitalization. The payout was prompt.
Next claims, new onerous obstacles suddenly appeared. AXA insisted on FINAL hospital bills even though the final total costs is irrelevant information to them. Still not satisfied, they find issue with the item on the bill that states ICU-HDU.
Finally, they proceed to reject the ICU payout. When contacted, the AXA Claim Manager (Jenny Oh) arguing that HDU is equivalent to general ward. To resolve the issue, I had to get the hospital administration to help pen a note to explain that there are 2 categories of charges: ICU and general wards, with HDU being under the ICU category. it was then settled.
Their customer service is terrible!! want to surrender my policy must personally go down to cancel but other insurance company like prudential does not require to do so. policy documents lost is required to pay whereas prudential is free!!
Office building is as confusing as their online customer portal. Have they even seen their own customer portal (MyAXA)? Riddled with bugs and bad user experience. I regretted signing up with them, because now i'm forced to login to the horrible MyAXA just to check my insurance statements etc.
Beware of a rep called Matthew Ooi Jun Jie. Very rude. Cannot take rejections. Called me using private number to promote service and when I say not keen he slam the phone.
Behaves more like a thug rather than an agent.
They dedicated extra premium. I call customers service reply was don't know need to check other Departments n get back to me. The customer service agent are not train at all very rude also.
When I called in into AXA, the agent is super rude and incompetent. Telling me all the wrong information and even when I corrected her, she still thinks that she is correct. Always cutting my off when I tried to explain my point.
Dealing with AXA has been extremely frustrating to say the least, unresponsive, unprofessional and lack of human interaction I.e robo calls, uninformative emails, In my opinion, base on what I've experienced so far. Hope they as a company will improve on these aspects.
They argue over everything, they re an absolute pain to deal with. They argued that my gp visit needed a referral. They fight not to pay fair claims.
Paid for car insurance via credit card more than one month ago and receive no follow up. Couldn't renew road tax. Ended up calling the customer service and asked for this to be expedited.
This company declined my annual renewal for travel insurance with the reason: Claim Experience. Frequent travelers like me purchase travel insurance for protection and if incidents/mishaps happened, we make claims. If you are rejecting customers because of claims, I am really upset and appalled with the values of the company. Only customers with no claims are your targets?
I will recommend everyone to please not buy Maid insurance from Them . These people are super lazy and irresponsible for handling claim . Claim filed on 12.12.2018 until 25.02.2019 not even single reply from them despite of frequent call .
Called a several times to the hotline, there was no answer.
There is Korean IT office in 4th fl. NIPA. National IT Industry Promotion Agency.
Consumers beware. Avoid at all costs.
Friendly & fast service when buying policy & collecting payment.
First claim experience with them was a nightmare.
Contacted them repeatedly to act on the matter and settle with the third party, yet delayed for over 6 months before taking any action.
Over a year after the incident, AXA engaged a lawyer to find fault with us (THE INSURED) instead of disputing the claim from third party. Ended up having to settle with third party out of our own pocket.
I own a fleet of vehicles & this is the WORST insurer I've dealt with.
Paying premiums to get no coverage.
Very inefficient... the website is always down and it takes forever to claim money... had to fight one time to get money back... terrible customer service
take forever to claim back my money. All the supporting document has been summited 3 months ago still reviewing.
Unethical claims handling by the team at AXA.
They start rejecting your claims if you've claimed way over your premiums even though you have a valid medical condition that warrants the medical attention.
Worse, they'll drag out your claims process to wear you out with no initiative on their end to pay out your claim unless you chase them.
Office building next to raffles MRT. Not really a tourist attractions.
Sweet female voice receptionist. AXA sholuld sell motorcycle insurance instead of referring me to below standard ANDA insurance. I give overall 4 star for the bad recommendation.
They answered calls very fast, that was good. They addressed my questions
The customer service is very bad, talk half way and say want to hand down my phone. Are you treating all your customer in such a way or did you teach your staff to treat customer in such way in after service. Remember your success is every customer contribution. Teach properly on your staff before bring out to shame the world
axa.com.sg