AXA Insurance - cashback contact

the_matrix

Thank you for the replies.

I bought AXA policy via imutual. I contacted the cashback site imutual who have been unable to resolved the issue.

I contacted AXA direct via email explaining the situation. They replied saying they will pass it onto their affiliate team.

I'll let you know how things go. My policy is genuine.

I had a similar problem with Sky cashback via TopCashBack. TCB told me they don't know anything about my claim and can't help me. I contacted Sky and they forced payment. Cashback sites know most people will not chase it up.

imutual_company_representative

the_matrix wrote: »

I bought AXA policy via imutual. I contacted the cashback site imutual who have been unable to resolved the issue.

Hi the_matrix

I was a bit puzzled when I saw us mentioned in relation to this, as we didn't have any outstanding AXA claims. I now think I've tracked down the issue you're referring to.

It's a home insurance transaction dating back to last Summer that did track successfully but when the estimated award date passed we had still not received payment from the merchant so the status changed to extended. You raised a query about this and the situation remains as it was when we last responded; despite months of chasing we've still not received the payment. Excuses being made about which dept should be making the payment

However, it does sound like the money ought to reach us at some point and as you've waited so long we've now changed the status of this to Awarded

Rich

the_matrix

imutual_company_representative wrote: »

Hi the_matrix

I was a bit puzzled when I saw us mentioned in relation to this, as we didn't have any outstanding AXA claims. I now think I've tracked down the issue you're referring to.

It's a home insurance transaction dating back to last Summer that did track successfully but when the estimated award date passed we had still not received payment from the merchant so the status changed to extended. You raised a query about this and the situation remains as it was when we last responded; despite months of chasing we've still not received the payment. Excuses being made about which dept should be making the payment

However, it does sound like the money ought to reach us at some point and as you've waited so long we've now changed the status of this to Awarded

Rich

Thank you.

Nothing personal. Business is business.

I have an agreement with imutual. Who in turn have an agreement with their affiliate. Who in turn have an agreement with the company, in this case AXA. The transaction tracked (even if it didn't, I would have still chased it as tracking can be manually deleted which is what TopCashBack did with my £125 cashback. Amazing how Sky changed their minds and they "found" my transaction.)

What is mine is mine.

On a side note I use imutual all the time. I ditched TopCashBack. To cut a long story short imutual have been exceptional.

the_matrix

This is the reply I received from AXA on January 10th 2014.

Dear XXX


Thank you for you email regarding your cashback payment.

We have looked into your policy in more detail and can confirm that the cashback payment should have been made. The payment should now reach your cashback account by the end of the month, however, if you do not hear anything by this time, please don’t hesitate to get back in touch with us.

Please accept our apologies for the delay in receiving your cashback. In the future, we would recommend that if you do not receive your cashback as expected to please contact the cashback site purchased through as soon as possible to avoid such a delay in receiving your cashback.

I hope this resolves the issue for you but it you need anything else please do let me know.

Kind regards
Jade


Jade Trimbee
Senior Marketing Executive
AXA Insurance | Direct & Partnerships
74 Portsmouth Road | Cobham| KT11 1HY
W: www.axainsurance.com | www.axa.co.uk | www.swiftcover.com

I was going to email the transcript from my AXA claim with imutual to prove I had contacted imutual with no success.

I looked at my claims in my imutual account and the whole AXA claim dating back several months has been deleted (the rest of my claims, before and after are present). In this claim imutual replied to say "sorry we haven't had payment from AXA".

It is not a problem that imutual have deleted my claim because I have an ace. I will be emailing AXA later in the week. I will let you good people know how I get along.

the_matrix

the_matrix wrote: »

This is the reply I received from AXA on January 10th 2014.



I was going to email the transcript from my AXA claim with imutual to prove I had contacted imutual with no success.

I looked at my claims in my imutual account and the whole AXA claim dating back several months has been deleted (the rest of my claims, before and after are present). In this claim imutual replied to say "sorry we haven't had payment from AXA".

It is not a problem that imutual have deleted my claim because I have an ace. I will be emailing AXA later in the week. I will let you good people know how I get along.

Where I have made a mistake I accept.

Entirely, my mistake. I looked under claims but the "claim" was under "queries". The claim has NOT been deleted as I mistakenly said. I should have looked there (didn't occur to me at the time).

Like I said I ditched TopCashBack for imutual for several valid reasons.

Having said that, the issue remains who didn't pay when they should have. I do intend to find what went wrong and where.

imutual_company_representative

Thanks for the update, tm

To clarify the situation (for the benefit of all)...

There was never an AXA 'claim' because the transaction tracked successfully. The only issue was that when the estimated award date was reached, we still hadn't (and still haven't) received payment which is why the status of the transaction changed to "extended". You correctly submitted a 'query' about this, to which we responded.

With our cashback relationships, there can be several intermediaries between us and the merchant; affiliate networks, agencies etc. Also,in the case of a large company like AXA such arrangements are usually handled by their online marketing department. If you contact them directly about cashback you'll probably end up speaking to someone who has little or no idea of the cashback arrangement. In this case, AXA probably have paid out to the affiliate network but we haven't been paid in turn. Also, if merchants get too much direct contact from people with cashback queries they might stop working with cashback sites altogether :eek: For these reasons, cashback sites discourage their members from contacting retailers directly about cashback - See http://www.imutual.co.uk/help/4/50/

As per my earlier reply in this thread, we've now awarded this to you out of our own funds. We will of course keep chasing this with the network so that imutual doesn't end up out of pocket :mad:

HTH