Holiday Insurance

huckster

When you phoned them they had the opportunity to underwrite the risk and if they have failed to do that then that is their problem. I suppose the only problem could be, if they think that you did not provide sufficient/correct information.

As they now have the call, you should ask for a copy of this on a CD and a typed transcript. This comes under Data Protection and they can charge you a max of £10. Might come in handy if you have need to fight this any further.

NickyBat

Have taken your advice and talked about it to them but they seem to be trying to hold off at the moment saying they are not happy to pay out but not that they definately will or won't. yet again i am waiting for another call back (although this time i seem to have found someone very helpful rather than the village idiot)
The dept i spoke to had said it was fine it is now the claims dept who are "not happy"!!!!

huckster

NickyBat wrote: »

The dept i spoke to had said it was fine it is now the claims dept who are "not happy"!!!!

The claims department are probably not happy with the person you spoke to before the holiday. The person you spoke with at the time, should have dealt with the call properly and added full notes to the policy record. By not doing so, this has caused the claims department this problem.

Unless they have good reason, they should just get on with the claim and settle in accordance with the terms of the policy.

NickyBat

[Unless they have good reason, they should just get on with the claim and settle in accordance with the terms of the policy.[/QUOTE]

I wish they would!

NickyBat

****************UPDATE*****************
Have had another call and now been told to put an official complaint in and they will look at it again, so i have and i have also requested copies of everything.............am waiting with baited breath now!!!

huckster

Have you not mentioned the word 'complaint' before or being 'dissatisfied'.

If you have mentioned either of these words before, then under FSA rules, they should have already recorded your complaint.

By phoning you asking for you to now make it 'official' is actually not in line with FSA rules and could be seen as a delaying tactic. Complaints may be made by phone or in writing. They break the FSA's rules if they ask you to put it in writing.

Sounds to me that you are dealing with an amateur bunch, who are wishing to drag this on for as long as they can get away with.

NickyBat

Oh yes have told them in most calls i am not happy. The girl at axa rang me and said that the claims dept had to told her to tell me to put it in writing to them (that was the only way to take it forward appparently), this is even after she told them that they had listened to my conversation with their advisor before i went, and he did indeed confirm they would cover me.!!!!!!!!!!!!!!!!!

huckster

I seem to remember a poster to this site who works in the billing department of a Florida hospital, mentioned that AXA were one of the worst companies to deal with. They were so slow in agreeing to claims and making payments, that the policyholder was subjected to a lot of grief in being chased for money.

See http://www.reviewcentre.com/review662194.html

If I were you, I would go to step 2 of the complaints process and contact their head office by phone first. See http://www.axa.co.uk/assets/documents/axa.co.uk/personal/insurance/travel/travel-policy-booklet.pdf

isplumm

NickyBat wrote: »

Oh yes have told them in most calls i am not happy. The girl at axa rang me and said that the claims dept had to told her to tell me to put it in writing to them (that was the only way to take it forward appparently), this is even after she told them that they had listened to my conversation with their advisor before i went, and he did indeed confirm they would cover me.!!!!!!!!!!!!!!!!!

Hi,

I assume that you have asked for a transcript of that phone call ... just in case it disappears - cause that is your proof!!!

Mark

NickyBat

Thanks for that huckster - reviews are appauling!!!!
I am told the address and email address i have is for their head office in ipswich which is where i have emailed it to this morning and i have just had a read receipt so at least i know they have it.

isplumm - i have asked for a transcript and copy of everything in my complaint letter.