Product Type: AXA Insurance in Insurance
Newest Review: ... 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 ... more
Potted history of a claim in my review
Author Name: James
Advantages: Cheap Premium
Disadvantages: They'll avoid, reduce and/or delay your claim. No honour.
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.
Summary: Make your own mind up