AXA PPP Insurance - Reputable or not?

bannyso

Dear forumites

Hi I used to have an account but lost my account so here goes again

I have a question about AXA health insurance. I registered using their online service, paid the monthly premium but after that, encountered a series of weird issues:

1. After contacting AXA a couple of weeks into the insurance, they told me that actually my policy was on hold because I had submitted a query online and as a measure of 'prudence' they had disabled my policy

Please note that had I NOT contacted them I would have been under the impression of full health insurance. Luckily I did and found this out.

I found this to be highly unprofessional and dubious for a well known company of their stature.

2. I went ahead and cancelled the policy. This was a couple of months ago.

3. Last night, when checking some old credit card statements, I realised AXA had actually charged me despite last time being told my policy was never activated in full. Additionally, as I had cancelled well before, they had clearly not bothered to process a refund or check? If I had not seen this myself again it would have been my loss.

4. I contacted their "senior" relationship manager who offered me no apology, no explanation, no timeline and said someone would call me. When I asked for a contact name, she told me to call their general hotline.

This lady had previously offered to assist, as she was the one dealing with the cancellation.

Clearly they put the butter on when they think they can still retain you as a customer and gloves off, after you have left.

I have previously dealth with Allianz and other companies and have never had an issue

I really had initially thought AXA UK was a reputable, well run company but after this disgraceful incident, I am both shocked and surprised.

Has anyone else had the misfortune of dealing with this group, and can you advise what rights I have under UK consumer law in light of their 'practices'?

Best regards,
banny

Wutang_2

bannyso wrote: »

Dear forumites

Hi I used to have an account but lost my account so here goes again

I have a question about AXA health insurance. I registered using their online service, paid the monthly premium but after that, encountered a series of weird issues:

1. After contacting AXA a couple of weeks into the insurance, they told me that actually my policy was on hold because I had submitted a query online and as a measure of 'prudence' they had disabled my policy

Please note that had I NOT contacted them I would have been under the impression of full health insurance. Luckily I did and found this out.

I found this to be highly unprofessional and dubious for a well known company of their stature.

2. I went ahead and cancelled the policy. This was a couple of months ago.

3. Last night, when checking some old credit card statements, I realised AXA had actually charged me despite last time being told my policy was never activated in full. Additionally, as I had cancelled well before, they had clearly not bothered to process a refund or check? If I had not seen this myself again it would have been my loss.

4. I contacted their "senior" relationship manager who offered me no apology, no explanation, no timeline and said someone would call me. When I asked for a contact name, she told me to call their general hotline.

This lady had previously offered to assist, as she was the one dealing with the cancellation.

Clearly they put the butter on when they think they can still retain you as a customer and gloves off, after you have left.

I have previously dealth with Allianz and other companies and have never had an issue

I really had initially thought AXA UK was a reputable, well run company but after this disgraceful incident, I am both shocked and surprised.

Has anyone else had the misfortune of dealing with this group, and can you advise what rights I have under UK consumer law in light of their 'practices'?

Best regards,
banny

Watch Watchdog from last wednesday (should be on iPlayer still)....Bupa and AXA are rubbish

Wutang_2

http://www.bbc.co.uk/iplayer/episode/b01nr2vc/Watchdog_Series_30_Episode_8/

bannyso

Thanks Wutang - that confirms my experience.

Would have thought a large corporation would have their marbles more in order. Does the FSA address incompetencies such as these?

AXA_PPP_Healthcare_representative

Hello Banny

We are sorry to read about the issues you have experienced. Can you please send a private message with your membership number and phone number, so we can investigate and get back to you?

Thank you

AXA PPP healthcare

Quentin

AXA_PPP_Healthcare_representative wrote: »

... Can you please send a private message with your membership number and phone number, so we can investigate and get back to you?....

Company reps do not have the private messaging facility on MSE forums.

AXA_PPP_Healthcare_representative

Hello Banny

As you cannot private message us, can you please email your details to webmaster@axa-ppp.co.uk.

Thank you

Wutang_2

AXA_PPP_Healthcare_representative wrote: »

Hello Banny

As you cannot private message us, can you please email your details to [EMAIL="webmaster@axa-ppp.co.uk"]webmaster@axa-ppp.co.uk[/EMAIL].

Thank you

Heres a question "Why don't you pay up and why do you advise the 6 week option to people?" ********s

bannyso

AXA_PPP_Healthcare_representative wrote: »

Hello Banny

As you cannot private message us, can you please email your details to [EMAIL="webmaster@axa-ppp.co.uk"]webmaster@axa-ppp.co.uk[/EMAIL].

Thank you

Hi - thanks for coming on to the Boards. Quite frankly, I am not sure I would ever want to deal with AXA again.

If I had not contacted the company, I would have been completely UNINSURED thinking that I was. I think this is a serious issue. And I was a bit shocked but did not take it up further as I was cancelling anyway.

The company then takes my money, and does not think twice of returning it - even though my policy was 1. inactivated 2. cancelled by me. I only found out months later when I checked my credit card statements, which I had not checked recently.

I would suggest you look into your corporate processes, with thanks.

The 'senior relationship manager' has now said my money will be returned. But her first reaction was very reflective: call our hotline in the UK?

And no apology? No acknowledgement? - Just call the general hotline?!
Is that a relationship?

I would send you the details if I thought there was something positive to come back from all this, or if I had a basic trust in your company anymore - which I don't after all this.

Let me tell you as well before I signed up I kept trying to have AXA call me and would register on the internet call back. This would be confirmed and then no calls. No call again. I would have to keep calling instead. I ask AXA at that point why I got no call - 'Oh sorry'. What type of international company does this? You see, after a while, the trend proves a culture. What happened after was even stronger.

There is a very basic premise of customer relationships and MORESO in insurance where we are paying YOU to cover us:

TRUST-INTEGRITY-QUALITY

That is a core thing for any company that makes money on a promise.

Please for the sake of you and your customers, do better. Do you imagine how bad it is for someone who needed cover?

bannyso

Wutang wrote: »

Heres a question "Why don't you pay up and why do you advise the 6 week option to people?" ********s

Thanks, Wutang, I chased again after these very unfortunate mishaps, and the 'SRM' finally has said that I will get my money back. I will check my bank later.

And as if that was ever an option not to as it is my money - but their consistent incompetence and lack of due diligence seems to have come through.

Fool me twice...

Hope no-one else has to go through that. And hopefully they will improve their real processes eg. putting a policy on hold just because someone registers an enquiry online is the most STUPID thing I have heard of in insurance

It's back to quality insurance organisations for me!

AXA_PPP_Healthcare_representative

bannyso wrote: »

Hi - thanks for coming on to the Boards. Quite frankly, I am not sure I would ever want to deal with AXA again.

If I had not contacted the company, I would have been completely UNINSURED thinking that I was. I think this is a serious issue. And I was a bit shocked but did not take it up further as I was cancelling anyway.

The company then takes my money, and does not think twice of returning it - even though my policy was 1. inactivated 2. cancelled by me. I only found out months later when I checked my credit card statements, which I had not checked recently.

I would suggest you look into your corporate processes, with thanks.

The 'senior relationship manager' has now said my money will be returned. But her first reaction was very reflective: call our hotline in the UK?

And no apology? No acknowledgement? - Just call the general hotline?!
Is that a relationship?

I would send you the details if I thought there was something positive to come back from all this, or if I had a basic trust in your company anymore - which I don't after all this.

Let me tell you as well before I signed up I kept trying to have AXA call me and would register on the internet call back. This would be confirmed and then no calls. No call again. I would have to keep calling instead. I ask AXA at that point why I got no call - 'Oh sorry'. What type of international company does this? You see, after a while, the trend proves a culture. What happened after was even stronger.

There is a very basic premise of customer relationships and MORESO in insurance where we are paying YOU to cover us:

TRUST-INTEGRITY-QUALITY

That is a core thing for any company that makes money on a promise.

Please for the sake of you and your customers, do better. Do you imagine how bad it is for someone who needed cover?

Thank you for your response Banny.

However would you please give us the opportunity to investigate this because your experience is not what we would expect our members to experience. We have a very high member satisfaction rate and take their comments very seriously, so it is important that we understand what has gone wrong for you.

Therefore, would you please email [EMAIL="webmaster@axa-ppp.co.uk"]webmaster@axa-ppp.co.uk[/EMAIL] with your membership number and phone number so we can look into this?


Thank you

AXA PPP healthcare