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

Tozer

Errr aren't AXA supposed to be responsible for their loss adjusters? Kind of subcontractors aren't they?

princess_loki

Tozer wrote: »

Errr aren't AXA supposed to be responsible for their loss adjusters? Kind of subcontractors aren't they?

exactly! that is my point!!!

axa pay crawfords to do a job for them - which currently they are either doing very badly or not at all...

if d.edna had ever been burgled and had to wait this long for the claim to go through then maybe they would understand.

also, just think we have been without an x-box, freeview box, decent mobile phone for 7 months now. not essentials i know but everytime i see the space where something was then i get upset and it feels like i can't get closure on the break in until the claim is resolved.

anyway... d.edna the ignore list is a great tool - ha!

Tozer

princess_loki wrote: »

exactly! that is my point!!!

axa pay crawfords to do a job for them - which currently they are either doing very badly or not at all...

if d.edna had ever been burgled and had to wait this long for the claim to go through then maybe they would understand.

also, just think we have been without an x-box, freeview box, decent mobile phone for 7 months now. not essentials i know but everytime i see the space where something was then i get upset and it feels like i can't get closure on the break in until the claim is resolved.

anyway... d.edna the ignore list is a great tool - ha!

I completely agree. They can't blame bad service on someone THEY choose to outsource the work to.

princess_loki

Tozer wrote: »

I completely agree. They can't blame bad service on someone THEY choose to outsource the work to.

hi tozer

thank you for your support

i do hope that in making a complaint to the ombudsman that this will be investigated and therfore other people will have better service than me and fairness

loki x

d.edna

Actually I have claimed through AXA for a break in, had crawfords in and it was paid within 2 weeks.

Maybe all your emails/calls/letters are hindering the process, YOUR not the only case he has. You even posted his real details, that is totally unfair.

Tozer

d.edna wrote: »

Actually I have claimed through AXA for a break in, had crawfords in and it was paid within 2 weeks.

Maybe all your emails/calls/letters are hindering the process, YOUR not the only case he has. You even posted his real details, that is totally unfair.

OP is quite rightly deeply frustrated at the delays. AXA should take control and resolve it.

If Crawfords are too busy, then it remains AXA's problem to resolve.

d.edna

Tozer wrote: »

OP is quite rightly deeply frustrated at the delays. AXA should take control and resolve it.

If Crawfords are too busy, then it remains AXA's problem to resolve.

Or the OP is calling every 2 minutes, which WILL slow things down

Tozer

d.edna wrote: »

Or the OP is calling every 2 minutes, which WILL slow things down

Wouldn't have thought so. Surely Crawford should just want to close the file? I would!

princess_loki

at last!!!! axa have written to me to acknowledge my complaint (well the complaint through financial ombudsman - they ignored all complaints actually made by me) !!! hopefully things will get moving now!!!

has now been 8 months since i was burgled................

Fairness_3

princess_loki wrote: »

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

Hi Princess Loki

First of all, a Very Well Done to you. I am very glad to hear that you eventually took the matter a step forward.

We are lucky to have the Financial Ombudsman in our society to stamp out malpractice in the financial industry.

Secondly, I would like to thank you for thinking of me even when you were under such pressure and stress from the ordeal of the thief and then dealing with the insurance company and their loss adjusters.

I did want to request a change of loss adjusters because I think he was incompetent, or to ask a third party to handle the case for me so that I can get on with my life. However, it does take a while to collect everything – documents, evidence of correspondence etc to submit the case and one does not always have all the time.

The Ombudsman was very encouraging, that was good. However, I would suspect that the insurance company and loss adjusters might not co-operate fully and the matter might not be resolved before X’Mas, although X’Mas was always a ‘magic moment’.

The reason I said this was, the loss adjuster seemed to have timed it to come back to me every 2 months, I guess he was playing with the ‘8 weeks’ to randomly asked me questions and then left my case until it was time to contact me again with another set of random questions. Was this the way they keep their jobs going forever?

I think you are very positive, and worked very hard for justice.

I said to everybody in the family, we lost our belongings in the burglary, but the thief/thieves lost their soul. It was them we needed to pray for. We hope that they would stop their act of thief sooner so that they would not have to live with the guilt in them forever.

I did thank the thief in my heart that he/she/they just took what he/she/they must have had planned to take for a long time, and left the rest of my house intact. What was stolen could be replaced again (no necessarily by the insurance company), but intentional damage to the house or any violence could break people’s hearts forever.

We did nothing wrong in trying to get the insurance matters sorted out, but please take care of yourself and don’t let the thief continues to harm you.

I will come back to this forum when I have time again, hope to see you post a good news for us soon.

Best regards,

Fairness