Axa travel Insurance Claim

denwyn

We booked a holiday package deal with Easy Jet, for a 5 day holiday in Berlin leaving on 10.05 17, and obtained travel Insurance through Coverwise Travel Insurance. Unfortunately we had to cancel this holiday last minute due to my partner being taken ill. I informed Easy Jet Holidays about this and they refunded £800 within a week and gave me a letter to pass on to my travel insurance to reclaim the balance.
I contacted Coverwise and was connected to AXA insurance who are the underwriters, they sent me a package of forms to complete, we did this and sent of them back complete with the medical certificate from our doctor. These forms were sent back within about 4 days of the holiday being cancelled. My partner who was the claimant had a phone call with lots of questions concerning the illness and medication about two weeks later, Nothing was heard for a while after that, did try and contact them but without much luck in getting any answer's. Then two weeks back she had a phone call saying they would be paying out the balance less excess, giving us the figure. We were ok with the amount and were told it would be paid into the bank in 5 to 10 days; they were given the correct bank details.

Its been over 10 days now and nothing has been paid, we contacted them again today, yes the claim has been accepted, but still not actioned for payment, they gave us a number to call the department handling the claims. Its in Mauritius, we phoned and to be honest got nowhere, loads of security questions which were answered ok, very poor line and difficult to understand them and get them to understand us. Got nowhere, they couldn't or wouldn't say when it would be actioned for payment, just kept fobbing us of with a we will update you by email by next Tuesday.
Since then my partner has been looking at AXA Insurance feedback on line and it is appalling, I’m just thinking now they will just keep us on hold hoping we don’t bother with this. We will wait till next Tuesday, but don’t now hold out much hope of payment. I’m also sure that phoning the centre in Mauritius is not cheap either. Its not a huge claim, £480 is what we agreed on, and we don’t really want to chuck this away, which i am sure is there intention in making things so difficult.
Should we not hear or receive anything next week, any suggestions on what to do next, who to contact etc. any help or advice appreciated

rs65

There will be a complaints procedure in the policy. Use it. Just be aware that a complaint can actually slow the procedure down in some instances so might be worth waiting a few days more.

If you took the policy out after 4th May, you are entitled to damages/interest on payments that are not received in a reasonable time. Reasonable isn't defined but 5 to 10 days from acceptance of the claim is their own timeline so probably seen as reasonable.

ps I doubt you are paying for calls to Mauritius.

denwyn

Thanks for that, we have decided to give them a few days more, and have will be putting in a complaint as to the delay in paying out a claim which they offered and we accepted over two weeks ago, unfortunatley we took the insurance out when booking the holiday in January, so wont be entitled to the damage/interest payments. All we want is what they have told us we are entitled to. we have an postal address and email for Axa travel insurance now, and will be contacting them direct if nothing is done. phone calls are usless, your kept on hold, no one gives answers, and the call centre in Mauritius is absolutley hopless. I am certain they just keep making it difficult in hope you will just give up.