AXA home insurance / Crawford & co. Adjusters - complete nightmare

hollydays

emails are often a waste of time-write instead.

Fairness_3

Thanks for reminding, I shall write as well, hope it works.

princess_loki

hi fairness!

have you had any joy with your claim yet? mr c a is still writing to the wrong address.

i have complained to axa again and used the link you gave me to e-mail crawfords to complain.

loki x

princess_loki

Hi all,

Still not resolved the claim but I thought others may be interested that after sending several e-mails I finally got the below response:

From: Victoria.Goldie-Taubman@crawco.co.uk [mailto:Victoria.Goldie-Taubman@crawco.co.uk] On Behalf Of customer.relations@crawco.co.uk
Sent: 25 September 2008 16:50
To: Princess Loki
Subject: Insurance claim


Loki,

Your email dated 24th September 2008, has been passed to me for my attention and your comments have been noted.

I am sorry it has been necessary for you to write to confirm your dissatisfaction at our handling of your claim. We take complaints very seriously and strive to provide our customers with the highest possible standards of service and I am sorry that on this occasion we have not met your expectations.

Please accept my since apologies in regards to the administrative errors that were made regarding your address.

I can confirm that when your claim was entered onto our system the number of your property was accidentally typed in as 35 **** road. Your Insurers then contacted us, subsequent to you speaking to them in relation to the address details that we had on our system, and we were advised that the address was 34 **** road.

I understand that upon speaking to yourself the correct address was established to be 36 **** road and our files were corrected with this information.

I can confirm that the claims handler C A has today received your letter dated 20th September 2008. Craig will review the contents of this letter and respond to you by 5pm on Monday 29th September 2008 to discuss your claim further.

Once again, please accept my apologies that you have had to contact us to convey your concerns with the handling of your claim. If you have any further questions or queries, please do not hesitate to contact me on my direct dial number listed below.

Yours sincerely


Victoria Goldie-Taubman
Customer Relations Unit
Crawford & Company
Tel: 0121 200 4281
Fax: 0121 200 4481
customer.services@crawco.co.uk

viktory

princess_loki wrote: »

yes - thinking about it and now not being quite so cross as i was earlier i agree that it was a little unfair. if you look i have now edited my post to just initials.

really my point in naming someone was that it is not necessarily the company who is at fault - just the person that i have been unfortunate enough to deal with.

as commented by nej other claims seem to have been dealt with efficiently by axa and crawford.

Post #3 still has the employee's full name. In my opinion this is a gross invasion of his privacy and demonstrates your incompetence! So perhaps Mr C.A will write to you and complain :rotfl: :rotfl: :rotfl:

Fairness_3

princess_loki wrote: »

hi fairness!

have you had any joy with your claim yet? mr c a is still writing to the wrong address.

i have complained to axa again and used the link you gave me to e-mail crawfords to complain.

loki x

Hi, Princess Loki

I had been very busy with something else after my last post in this forum in September and did not come back to this forum until now because I wanted to find out what to do if insurance claims was being handled badly.

Found that you left a question for me, sorry about this late reply.

No, I am still trying to sort out my insurance claim.

I found the gentleman who came to see me as a loss adjuster was bad. It seemed to me that his colleague, a lady, was more positive in answering me, but still not much progress. Might be she was under him and if he did not do anything, she could not do anything neither.

I am very pleased to find that you actually got some attention from the Customer Services of Crawford and Company, I sincerely hope that you finally got your insurance claim sorted out to your satisfaction.

By trying to find out what to do now that it seems I am spending a lot of time going round and round with no result, I find some useful information in the following link:

http://forums.moneysavingexpert.com/showthread.html?t=1142807

In it, it says:

“Call the FSA Ombudsman if you feel they are not dealing with your claim promptly or properly.

The Ombudsman service can be contacted on 0845 080 1800 or 020 7964 1000”

I tried to be patient and give people time to get on with their work, but my life was put on hold by these people and I may be forced to formally complain to get it sorted out.

If you are interested, look at the FSA Ombudsman’s website,

http://www.financial-ombudsman.org.uk/about/index.html

It is hard work trying to read materials like that, but ICOBS , 8.1.1
: Claims handling in page 80 of 98 in the “Insurance: New Conduct of Business sourcebook” by the FSA states that

An insurer must:
(1) handle claims promptly and fairly;
(2) provide reasonable guidance to help a policyholder make a claim
and appropriate information on its progress;
(3) not unreasonably reject a claim (including by terminating or
avoiding a policy); and
(4) settle claims promptly once settlement terms are agreed.

http://www.fsa.gov.uk/pubs/hb-releases/rel73/rel73icobs.pdf

Finally, thanks for letting us know the Crawford’s customer services did contact you, I may need to contact them if the loss adjuster continues to ignore me.

Regards

Fairness

princess_loki

Fairness wrote: »

Hi, Princess Loki

I had been very busy with something else after my last post in this forum in September and did not come back to this forum until now because I wanted to find out what to do if insurance claims was being handled badly.

Found that you left a question for me, sorry about this late reply.

No, I am still trying to sort out my insurance claim.

I found the gentleman who came to see me as a loss adjuster was bad. It seemed to me that his colleague, a lady, was more positive in answering me, but still not much progress. Might be she was under him and if he did not do anything, she could not do anything neither.

I am very pleased to find that you actually got some attention from the Customer Services of Crawford and Company, I sincerely hope that you finally got your insurance claim sorted out to your satisfaction.

By trying to find out what to do now that it seems I am spending a lot of time going round and round with no result, I find some useful information in the following link:

http://forums.moneysavingexpert.com/showthread.html?t=1142807

In it, it says:

“Call the FSA Ombudsman if you feel they are not dealing with your claim promptly or properly.

The Ombudsman service can be contacted on 0845 080 1800 or 020 7964 1000”

I tried to be patient and give people time to get on with their work, but my life was put on hold by these people and I may be forced to formally complain to get it sorted out.

If you are interested, look at the FSA Ombudsman’s website,

http://www.financial-ombudsman.org.uk/about/index.html

It is hard work trying to read materials like that, but ICOBS , 8.1.1
: Claims handling in page 80 of 98 in the “Insurance: New Conduct of Business sourcebook” by the FSA states that

An insurer must:
(1) handle claims promptly and fairly;
(2) provide reasonable guidance to help a policyholder make a claim
and appropriate information on its progress;
(3) not unreasonably reject a claim (including by terminating or
avoiding a policy); and
(4) settle claims promptly once settlement terms are agreed.

http://www.fsa.gov.uk/pubs/hb-releases/rel73/rel73icobs.pdf

Finally, thanks for letting us know the Crawford’s customer services did contact you, I may need to contact them if the loss adjuster continues to ignore me.

Regards

Fairness

hi fairness!!!

thank you so much for this info!

today i called mr ca at crawford & co to be told that 'the claim is in hand' - as it has been for much of this year! i then called axa who didn't want to take down any details of my complaint and just said they would log a complaint against crawford (how if they took no info???).

so then i was very very brave and phoned financial ombudsman and they were really nice! the lady listened to my complaint and took the claim ref number and my insurance policy number. she says that she will write to axa and that they have 8 weeks from the date of her letter to sort everything out. i will also receive a letter which gives details of my complaint and a form to fill in if axa / crawford / northern rock have not resolved everything within the 8 weeks. if they have not sorted it all out i have to fill in the form and send copies of the relevant documents to financial ombudsman who then do whatever they do...

in a way i hope that my claim gets sorted before the 8 weeks even though this means they will not get into trouble but i am still really glad that i complained because in the long run a record will be kept and hopefully my complaint will help someone else..

i told the lady that you had similar problems to me and she told me to urge you to make a complaint through the financial ombudsman too.

fingers crossed that we both get everything resolved before x-mas. it will be so good to start the new year with all of this sorted

best of luck
loki x

d.edna

Crawfords are not the insurer?

AXA have done their bit fulfilling their obligations

princess_loki

d.edna wrote: »

Crawfords are not the insurer?

AXA have done their bit fulfilling their obligations

i disagree:

crawfords are a supplier to axa. axa should have chased my claim up with crawfords when i made a complaint.

financial ombudsman will chase axa who will in turn chase crawfords.

An insurer must:
(1) handle claims promptly and fairly; - ongoing since march 08
(2) provide reasonable guidance to help a policyholder make a claim
and appropriate information on its progress; - only two letters ever received - one from crawfords to give me the address to send everything to (which they sent to my neighbour) and one from axa in september saying that my claim will be closed in 21 days even though i had supplied all info to crawfords.

d.edna

I disagree with you

An insurer must:
(1) handle claims promptly and fairly; You are dealing with crawfords, AXA have handed your file to them for loss adjusting
(2) provide reasonable guidance to help a policyholder make a claim
and appropriate information on its progress; They supplied a policy book, offer a helpline and they will send letters when they receive information from crawfords
(3) not unreasonably reject a claim (including by terminating or
avoiding a policy); and They haven't though
(4) settle claims promptly once settlement terms are agreed. The loss adjusters haven't adjusted not axa's fault