AXA/HBOS indemnity claim

Goingcrazy_2

Can someone please help me? I recently set up a new protection plan and was going to cancel my old plan and DD. However I didnt manage to get this done in time and the DD went out. Since then I have been trying to get my money back but it is proving very difficult. Axa told me to fill in an indemnity claim (which I had to do at a Halifax branch) I did this but later the same day was told that it had been rejected. I contacted AXA and asked them if they could request a refund but was told no, i would have to fill in an indemnity claim again. I tried to do this but the Halifax said no the company would have to do it as my first claim had been rejected, and they could not fill in another indemnity for the same DD if it had already been rejected. Halifax also told me that is must have been AXA that rejected the claim, AXA deny this saying they have no say in it. I even asked the halifax to call AXA while I was present but they refused and also asked AXA to contact the Halifax which again they refused. i am at my wits end, all I want is a refund of my premium (£82.51) but am stuck between AXA and Halifax and no one can tell me how to get the money back. Can someone please advise me???

rb10

It's nothing to do with Halifax - you don't have a valid claim under the Direct Debit Guarantee, as no error was made by either AXA or by Halifax.

It'll be down to AXA to decide whether or not to refund you. And as you didn't cancel the plan in time, it depends on their cancellation charges.

Goingcrazy_2

I did ask AXA if they had a problem with me getting a refund and was told that they were happy for me to get a refund. Problem is they say they can't do it. What can I do now?

Mikeyorks

I find it odd your DD Guarantee claim was allegedly rejected the same day ... that's far too quick.
The claim you make is sent by Halifax to the AXA Bank and then onto a nominated indemnifier within AXA. They then have to investigate / route their decision back via their Bank to Halifax. That doesn't happen within the same day.

As AXA have the money - write to them. Keep a copy. But, as rb10 says, you have no claim under the guarantee as no error has been made by either Halifax or the originator (AXA)

Goingcrazy_2

I will write to them, thanks for your advice.

olly300

Goingcrazy wrote: »

I will write to them, thanks for your advice.

Send your letter as a complaint letter i.e. put the title "Complaint" on it and send it via recorded delivery that way there is no argument that they didn't receive it.

To actually make it a complaint put in the information about them telling you to use the direct debit guarantee when it can't be used. They will refund your money mainly to get rid of you, even though it's your fault for not cancelling the original DD in time.