For eleven years I have been insuring my Jeep with AXA. They were very prompt to collect my money for renewal........... great service and that's where its end. I learnt it the hard way. I had never made any claim over the years being a very careful person. However 2009 my Jeep got heated in a block and I had to call AXA after a few calls requesting for Road side assistance that never came the policeman helped me move the Jeep to the side. I drove it off later............... AXA never came or even called. Sorry they did call for the renewal. Stupid me should have remembered this but I excused them due to the block.
- 3 years later that is 10 days ago my Jeep once again got heated and I called AXA for roadside assistance. After 10 mts waiting I was cut off when the agent picked up. Three tries later I was not as patient and I called another number that is related for insurance sales and other services, the supervisor requested me to call the first nbr. 2 hours laater sitting in a hot jeep I got throught to the office in DXB and was told that the lines were faulty and they would call me back. I AM STILL WAITING!!!!
AXA cheats they do not give us the services we pay for. So be warned its better to pay a little more and get the service you need when needed. The plush office, advertisements and smooth talkers do not come to your assistance.
FORGET AXA go for a company that is there wne you need them.
Had little idea how unpopular 'AXA' was with its customers...that is, until I experienced its cavalier attitude earlier this year and when perusing internet review sites soon afterwards.
Below is an account of how 'AXA' dealt with me. It begins with my initial letter to it dated 9th March..........
AXA Assistance Claims Service,
PO BOX 54098
SW 20 8UU.
FOR THE ATTENTION OF THE MOST SENIOR MANAGER, PLEASE.
Reference claim number C21410494.
Following the telephone conversation with Neida Zaval (USA) today and the forms she attached in her e-mail, I now forward them completed where and when possible. Please remember that my docs are the ORIGINALS.
Although I am still very weak and at the first stages of recovery, I do feel the need to both give you an overview of the events which unfurled in the USA and what happened to me during my return flight to UK on 7th instant.
You already know that I was admitted to Vero Beach Hospital, Florida on 26th February. It followed a series of very detailed tests and examinations, which showed that I was suffering from an extremely high temperature/fever of 103.9 degrees F, together with severe pneumonia and an unknown strain of bacteria in my blood samples.
This combination of symptoms meant that I was attached to oxygen supply, drip fed the strongest antibiotic fluids, rehydrated with Saline and made to swallow high doses of Codine type tablets to fight the temperature for the ensuing days.
Because my son lived nearby (the reason for our visit to the USA) the hospital treating physician, Doctor Kristoff Naberezny, allowed an earlier than normal discharge on the condition that I rest completely, be nursed continually and take ALL the full course (5 days) of high dose antibiotics (700mg each tablet) as well as the Tylenol 500mg tablets, which he prescribed.
These tablets were purchased with cash, ($174.99) from CVS Pharmacy in Vero Beach (see enclosed receipts).
During my hospital stay, my son, Stephen, contacted AXA (Chicago) and supplied all requested information. There then followed more copy documents to AXA from the Vero Beach Hospital, the Independent Doctor who examined me on 2nd March (Dr KING) and who signed a letter which allowed me to fly home on condition that I was accompanied and that I was placed on a Lay-Flat seat for the 8 plus hour journey - plus letters from my UK GP practice, confirming that I have never before suffered from pneumonia.
Although I tried a number of times by both e-mail and telephone to obtain an assurance from AXA staff in Chicago that AXA would adhere to Dr King's recommendations and secure the necessary seating on the Virgin Atlantic flight VS28 departing MCO at 1835 hours on Wednesday 7th March,
I was not given given that assurance.
Instead, I kept getting told that AXA STILL needed more forms/letters from both the Vero Beach Hospital doctors as well as from my UK GP and that without them, AXA would not be in a position to authorise the necessary air travel to the UK as per Dr King's instructions.
On the morning of the 7th, I telephoned AXA yet again and spoke with an 'Ian' and explained yet again, that at 1230 hours, my wife and I would have to leave the home of our son and be driven the 150 miles north to the Orland Airport. He did nothing except prevaricate and place even more obstacles in our way. By that time, I was extremely stressed and worried that our flight home would not happen.
In spite of that, we were driven to Orlando airport (at our own expense) and presented ourselves to the Virgin Atlantic Airway's duty manager to give her full details and let her read all the relevant documents.
She went out of her way to be helpful. She phoned AXA, Chicago to obtain authorisation for the Lay-Flat seating, but your man (Ian) reverted to type and refused, giving unreasonable excuses for not doing so. The phone was handed to me to speak directly with Ian and the conversation was relayed via an open speaker.
I too, suffered the same response...simply....'without the forms I want, AXA will not allow the seating'. The 'Virgin' manager was speechless and could not understand the man's attitude - she having seen the original documentation as indisputable proof of my needs.
She and I discussed the possibility of a compromise, without which, we would be stranded in Orland airport and with no alternative accommodation available.The compromise was, that she would speak directly with Dr. King and see if he would allow me to fly, if I was seated in Premium Economy, on a reclining seat (not flatbed) with my legs elevated on a cardboard box on top of which pillows would be placed. He was persuaded, and subsequently sent a fax to 'Virgin' to confirm.
Two hours had passed since our arrival at Orlando airport, which meant that time was critical if we were to make the flight. The manager escorted us personally through US baggage check procedures and directly on to the aircraft. By that time I was at the highest possible stress level.
Having been seated as described, I did manage to eat a little food and drink coffee and water. After three hours into the flight, I suffered a relapse and found myself lying prone on the floor of the aircraft. Three cabin crew members reseated me and connected me to an oxygen cylinder. They monitored me continually for the rest of the flight.
The aircraft captain radioed ahead and on arrival at Gatwick, we were met by the airport's special assistance team, who ferried us via an electric buggy through both UK immigration and baggage reclaim. We were then taken directly to a car and driven the 80+ miles to our home (again at my expense).
This whole torrid affair should never have happened. AXA's steadfast refusal to accept the truth was the factor which caused the increasing stress I underwent during the days leading up to our flight home. That same refusal to accede to Dr King's letter, resulted in the relapse I suffered on the aircraft.
I hold AXA directly responsible for what happened. I, my son, the USA doctors, the UK doctors, all told the truth but truth wasn't enough! Everyone (other than AXA) who have been witness to events and have had sight of original documents, are appalled at AXA's stance, one which has been explained to me by a number of persons, as being... 'The Usual Insurance Company attitude of NEVER accept liability and NEVER pay out unless absolutely necessary. Do they have a legitimate point?
As I said at the outset, I am not recovered, yet, when I am, please believe that, being an old Lancastrian who was brought-up to believe that RIGHT is MIGHT and NOT the other way around, I will take-on AXA. I will do whatever is necessary to make AXA both apologise AND put things right by way of covering all cost and due compensation for negligence. Do please believe me.
I look forward to you early reply.
Brian W Fisher..............
Since that time, I have had correspondence from both 'AXA' and Lloyds tsb (who provide my travel insurance as part of my Advantage gold account.
The 'ping-pong' between us has culminated with AXA's steadfast refusal to increase its derisory offer of compensation for negligence (£130) and 'Lloyds tsb have taken refuge behing the mountain of small print.
The question to be put to 'AXA' by those resonsible for regulating insurance companies, should be..."Why not act with moral fortitude instead of trying to defend an immoral stance?
DO NOT USE AXATried to make a claim when my iPhone was stolen. I rang up in September when I purchased my phone to check that our home insurance covered my phone and was told that it was completely covered under all circumstances. Now when I come to claim because my phone was stolen they have said that because I use my phone about once a week to remove stock from my jobs website that I am unable to claim because this phone is considered a work phone - which it isn't I had this for my birthday and it is my personal phone. So now have had to fork out the £600 for a new one........ABSOLUTELY DO NOT USE AXA.
9 people who say different things in 7 different departments, 7 phonecalls, a large phone bill and 5 days is what it has taken for them to even start to take details of my claim. After 30 minutes of being made to feel like a fraudster, I now have to go out and do their job at my expense before they decide whether to even accept my claim. I also have 14 days to do it in and the fact that I cannot leave the house to do what they want is irrelevant as my boyfriend should do it for me apparently. I am disgusted and feel betrayed by the people who I pay to protect my home and come Monday I will be cancelling my policy. They are the most useless and incompetent people I have had to deal with and no one seems to know what they are supposed to be doing. Stay clear of AXA.
I totally agree that AXA sucks. I have been just trying to increase my critical illness coverage for a year now and they are so full of lame excuses it's ridiculous. Initially I sent in a claim to increase coverage to my yearly salary. First they said I put I had not seen a doctor in a year on my form. I had so I asked what they needed and provided a doctors note that I had been there over the last year. Than they wanted me to take another medical test and so I did it and completed another application to send with it. Than they said I was declined as I did not send the information. So I wrote that I had sent it and that I wanted to know what was missing. Than they said I was fat and they didn't like my test (even though it was normal).
I am a healthy 30 year old with no known medical issues and they think I am too much of a risk as my test results are normal and my weight is average. They want me to have no family history of cancer (no direct relative has had it) or heart disease (um we live in the western world, who has no family history of heart disease.) I am tired of the BS they put onto customers and unfortunately my work forces me to use them or I would so CANCEL my insurance with them and go elsewhere.
My Uncle having not claimed on any house insurance for 50 years put in a claim for water damage following a burst pipe. Two ceilings had come down and the damage to a bedroom and living area was substantial. He is registered disabled and registered blind and has recently been in hospital with a serious breathing complaint. Because he was in hospital at the time of the incident and had been for just over 30 days they REFUSED to pay out as the house was not lived in. My Mother and Aunt had visited the house on a daily basis to do his washing, air rooms, check post and on the morning of the burst had changed the smoke alarm batteries. This is not good enough for them. The local councils definition of un-occupied is vastly different (we can't get a rate rebate!!). There is nothing in the policy to say someone should have slept there at least once in the last thirty days -even if they had what good would that have done. Slime bags.
i have home insurance with kwickfit and the underwriters are AXA... i recently got burgled a few days after xmas 2011... all my gold jewellery was taken, watches and kids electrical items etc... i went through the correct procedure in logging my claim... it took axa 2 weeks to replace my items.... as far as the gold and watches, axa got lmg to valuate my items... my contents cover is £60.000, £19.800 is for valuables cover i believe that amount was sufficient to cover my valuables at the time i took my policy out (sept 2011)... they have valued my valuables at over £40.000. im am shocked how can that be... now axa are claiming that i have undervalued my items and that they may not pay me out... i have been so truthful, i have been through a lot of stress, why do they do this to the honest people.... i regret ever insuring with a broker were the underwriters are axa...... got no idea were i stand, i could be left with nothing. What can i do?
This is a warning for all those looking at using any insurance company that use Crawford & Co Loss adjusters. They feel like complete cowboys right now and I am completely losing patients with them.
I am insured with Igo4 LTD, which when we needed to claim is actually part of the AXA group. They filed the claim and passed us over to Crawford & Co. This is where everything starts to go down hill.
They do not follow up calls
They break every promise of calling you back
They do not reply to emails
They have not provided an updates off their own back without me chasing them
When they did reply to an email it was a generic template that ignored the information I have already given.
I have incredible OCD when it comes to organizing documents and I have sent them the most precise document you could imagine regarding the items taken, the cost, the location, the stage we are at with the claim. However still I have nothing.
Frustrated is not the word.
DO NOT INSURE WITH AXA they will do all they can not to pay out they have declined my mothers claim for her roof told building insurance does not cover this has made my mother ill and sick with worry she is elderly thought she was insured for her building but told she did not have accidental damage all this and she has been with them for 30yrs+ also a lot off damage inside due to water getting in via roof.
You can provide all the required/necessary information you like with this company, but they will still employ crude delaying tactics. They are worst company I have ever dealt with. If you complain, they then advise you that you will have to wait for up to 20 working days for a response!I have already waited over a month for a response to my simple valid claim.The claim relates to the cancellation of a holiday, because of my mother's chest infection, from which she subsequently died. Her GP provided a medical certificate to this effect. It seems as if AXA disbelieve her doctor. I should add that my mother was nearly 99 years of age. The sympathy I received from AXA was underwhelming.Brian Lockyer
my house was broken into about 4 months ago and i am still waiting for my claime to be settle. they have send out 2 cliame ajuster i told the first 1 the same thing i told the second 1 they never return your call and no 1 can never answer your question the people on the phone are on the verge of being rude they might be cheap but it not worth the hassle if i can save 1 person from this hassle ill be happy please dont bother
6/12/2010 Lodge claim with Axa for escape of water incident
13/12/2010 Crawford & Co. Loss adjuster visits my house. Leaves me with a "what happens next" form claiming there's an ongoing leak which I'll have to get my own plumber to fix. Promises that claim will be investigated and drying company appointed by 20/12/2010.
15/1/2011 Having had no response to any emails to Crawford & Co. claims handler via their portal and direct emails, I send a complaint by recorded delivery to Axa (Axa received it on
18/1/2011 First contact with Crawford & Co. complaints department
19/1/2011 First contact with Axa claims department. Axa appoint drying company.
21/1/2011 Drying company visit and claim there's still an ongoing leak. Claim that as leaks been going for weeks, it'll take months for bathroom to be dried out.Having still had no contact from the Crawford & Co. claims handler email the FSA registered officer at their firm to ask why. Crawford & Co. claims handler rings me within 10 minutes of sending email. FSA registered officer tells me most problems are down to poor comms and apologises for delays. Get feeling that claim will now proceed smoothly.
22/1/2011 Crawford & Co. claims handler promises that a builder will be appointed. Agrees that if there's a leak it's minor and the builder will sort it out.
26/1/2011 Do background check on builder that Crawford & Co. have appointed. His accreditations don't check out, so email Crawford & Co. claims handler with my concerns asking for another builder to be appointed.
27/1/2011 Crawford & Co. claims handler acknowledges there's reason for concern but says it's their Repairnet division who deal with it.
28/1/2011 Cowboy builder turns up for a site visit whilst I'm at work. I ring Repairnet to ask when an accredited builder will be appointed and am told the cowboy builder is the only builder who covers my postcode so a cash settlement is my only option. Repairnet are completely unperturbed by the fact that the builder is illegally claiming accreditations that he doesn't have on his website. Get agreement from Crawford & Co. claims handler that I can create my own spec of works & bill of materials and hire a local accredited builder. Tells me I need 2 quotes only, tell him I'll get 3.
30/1/2011 Create draft specification of works and bill of materials and send to Axa claims. Have lost faith in Crawford & Co. at this stage. Get reply from Axa claims that email has been forwarded on to Crawford & Co. claims handler.
30/1/2011 - 7/2/2011 - Get 3 builders to come around for a quote. All the builders agree that there's no ongoing leak. 2 of the builders are skeptical that water has penetrated behind tiles as tiles would fall off if they did. 3rd says can't tell until all tiles are off.
9/2/2011 Having got 2nd quote, send both quotes to Crawford & Co. claims handler. Get "Out of Office" email claiming he's away for 3 weeks. Email Axa Claims & Crawford & Co. complaints.
10/2/2011 Escalate to Axa complaints. Am told that claims handler will respond that night. Claims handler rings me and tells me he put his "out of office" message up as he was dealing with too many cases and wanted to deter people from contacting him. Then asks me why I've got quotes for new bath, sink and vanity unit when these could have been salvaged. Tells me he'll accept the lowest of 3 quotes if they meet revised spec and bill of materials.
11/2-14/2/2011 Have prolonged argument with Axa Claims, Axa Complaints and Crawford & Co. complaints about why I wasn't told about the revised spec before asking for builders to quote.
14/2/2011 Crawford & Co. Claims handler reveals that the loss adjuster produced a spec of works when he visited on 13/12/2010. I'd been asking for this in various emails since that date. Refuses to reveal estimate that loss adjuster made. Tells me that as soon as 3rd quote received, settlement will be actioned without delay. (Why does he suddenly need 3 quotes)?
16/2/2011 Get 3rd builder's quote and send to Crawford & Co.s claims handler. Hear nothing
18/2/2011 Email Axa claims and Axa complaints asking when I'll receive a settlement offer. Get offer from Axa complaints of £600 less than lowest quote. Ask for median quote + damages, risks etc.
21/2/2011 Axa complaints tell me that a revised offer will be with me by end of day Don't explain that they've decided to switch their correspondence channel from email to letter.
23/2/2011 No email all day, revised offer has been sent by letter as part of a complaint which I first lodged way back on 15/1/2011. They offer £200 more but still doesn't cover all of the materials required to complete the work even if I accepted lowest quote and say they'll be sending a cheque to me which I hadn't agreed within 5-7 working days. Tell me they won't pay for my project management work, as the policy says that I should do this for free. Tell me that delays are inevitable for a claim of this nature and may have been made worse by the volume of communications that I sent. To end the pain decide to go with lowest quote, complete full bill of materials and put terms in to ensure this cash settlement remains open ended. Tell them that I'll send back the cheque that I haven't agreed to, if they send it.
24/2/2011 Get response from Axa Complaints manager that my emails of 23 & 24 will be responded to by end of business 25/2/2011. No mention is made that cheque has been sent out. They send me the cheque for the amount specified on 23/2/2011.
25/2/2011 Receive cheque at lunchtime and email Axa complaints asking why I've been sent cheque. I send back the cheque. No response by 3:30, so ring up Axa complaints manager. She tries to tell me that cheque was sent back before she'd received my email. I point out that it was sent on 24/2 whilst my email was sent on 23/2. No further explanation given. Email from Axa complaints manager clarifies that my email of 23/2/2011 would be responded to by end of day by letter but promises that an email copy will now also be sent. Axa complaints finally agree to the offer that I made. Letter obviously written in response to my emails of 25/2/2011. Doubt that I would have received any response by close of business had I not escalated yet again. Still insist that all of the delays are reasonable and that there was no need for me to send back the cheque (if not why not contact me to tell me, they had 1.5 working days?) and that this will delay the settlement further (why, they've been sent the track and trace details, unlike them I don't have a history of lying and they could cancel my original cheque). I also note that the PO Box and address for complaints executive in his email is different from the details for the same person in the letter that was sent with my cheque. He tells me that 23 working days is perfectly acceptable for responding to a complaint, as the FSA allow 40 working days for this.
28/1/2011 See from track and trace that they've received cheque back. Email them telling them I want payment by electronic transfer within 5 working days. Get reply telling me that it'll still have to wait until cheque is cancelled (why they've got it back) and that they'd no longer respond to me as the case was now closed and my only option was to contact the Financial Ombudsman Service.
We have had AXA contents insurance for almost a year now and will NOT be renewing our policy again.
Origionally went with them as we were led to believe that they were a reputable company which had been going a number of years if only we had seen these reviews first, a mistake that we will not make again.
It was christmas day and due to the freezing weather we were unfortunate to suffer a burst water tank in the attic damaging a bedroom.My husband contacted the claims department who informed him that he could dispose of the damaged goods and we were also asked to send in 3 quotes or purchase receipts for the said damaged goods, due to the sales we went out and replaced the goods which we did 3 weeks after the incident when we got home there was a letter waiting from AXA which stated what we were told about the receipts but also that photographic evidence was also needed, so back on the phone again !!!
they were told this had not been mentioned at the time of the claim and for them to listen back to the recorded conversation of that day, we also informed them of our new purchases and were asked to email these across to them which we did the claim would then be finalised and payment made via cheque within 4 weeks. we followed up by 2 further emails to see if it had been recieved by them, then another letter arrived asking us to post the receipts as the attachment on the email could not be opened this took them 3 weeks to send so back on the phone again!!!!! we then asked to speak to a supervisor who we for a second time forwarded the receipt to, he phoned us back to let us know they had got it and that he would chase our claim up then low and behold we then got a phone call from the store we had bought our goods from to say that AXA had phoned them to see if we had actually made the purchase WHAT A CHEEK now almost 2 weeks later we are still awaiting a telephone call from the supervisor that we should have recieved before the end of the working day of the last conversation also no emails or letters received and NO CHEQUE FORWARDED EITHER. so no doubt more phone calls to be made. SO BE WARNED CHOOSE AN INSURER WITH A GOOD REPUTATION AND DO YOUR HOMEWORK FIRST.
I took out a critical illness and redundant insurance 11years ago ..I needed to claim on my critical insurance part this year only to be told that i did not have critical insurance..Many unreturned phone calls but still no help, as you say they are not very good when you rely on this insurance to give peace of mind..I will be taking this issue further with the ombudsman..The Britannia Building society only referred me back to AXA
I have a redundancy cover through Britannia. AXA is the underwriter. I have two mortgages, one of them with Britannia and the other one with another lender. Britannia have both my properties on their record. Britannia told me that their redundacy insurance provided income protection regardless of who the lender was; and the insurance policy would cover bills, loans and other expenditure. The premium determined level of payout in case of redundancy. I have been paying my insurance premiums for approximately 6 years. I was made redundant 6 months ago and Bput a claim to Britannia who refered it to AXA. It took AXA 5 months to process my claim. Finally they wrote to me to confirm that three months back payments would be sent to my bank account. This was desperately needed as so far I had been paying my mortgages out of our savings. However two weeks later I had a call from somebody representing AXA asking which of the properties was I living at, and who was living in the other property. They would not explain why they were asking the question. I wondered if the call was realy from AXA but confirmed my place of residence (anyway, which was indeed where they had been writing to), but they wanted to know why I was not living in the property that was mortgaged with Britannia. I felt this information would be irrelevant to AXA as redundancy insurance provided cover for my expenses, not mortgage alone. (In fact that property was used by my two sons when they where at college, but had moved out temporarily to work in other cities,;we kept all the furniture in the house and rented part of the house to help with the mortgage. Unfortunately we got into a difficulty when the tenant wouldn't pay the rent, refused to leave and appeared to have brought in other members of his family without our consent. In several occasion the tenant had told us that he had found alternative accommodation only for us to realise he was still in the house. At the time we were following legal routes to get our property back.) I did not believe this information was relevant to AXA. However I had a call from AXA to say they had sent someone to the house and had a signed written statement from the tenant. This followed by a letter from AXA accusing me of forgery and asking for their money to be paid back. I had thought that I was covered for redundancy, but AXA felt they had found a loophole not to pay. They still refuse to show me any clause in the policy regarding their refusal to pay. Indeed I have read the policy document several times and there is nothing to suggest that the policy would be void if the policy holder rent his house. I rang Britannia and spoke to their insurance salesperson, who confirmed that renting the property would not impact on the mortgage protection cover. I also visited the local branch of Britannia and spoke to their insurance broker who was unable to offer any explanation as to why AXA are not paying, and refered me back to AXA. I am very disappointed with AXA. After all you take out insurance cover for peace of mind to be protected if there is an unexpected change in your life; and dealing with AXA when I became unemployed has added to our problems during a very stressful time with financial worries. I wish I had never taken a redundancy cover with Britannia. Without it I would have been better prepared. I often read the insurance policies and asked questions from brokers, yet I still got a surprise from AXA when I needed to claim on my policy. If their own brokers can't understand why AXA refuses to honour a legitimate claim, what chance ordinary people have? My advice: Avoid a cover with AXA. They might be competative in price, but should you need to make a claim on your policy, they would make every effort to grind you down, to make you give up.