Axa Sunlife

SecondLife

Quentin wrote: »

Definitely make a complaint (and use the DD guarantee - they won't cancel the policy if you do, that's scaremongering)


Get them to itemise and confirm the arrears. (Do you have the original leaflet/ad you replied to? They often used to give you a free month or two as an inducement to take out this type of policy)

Brilliant, you have hit the nail on the head, they are still advertising that the first month is free so that is where the anomaly comes into play. I have just spoken to the bank who confirm that they are not allowed to take double the premiums and that I can claim it back, the bank has also advised that I write to Sunlife giving all the details and give them a week to respond. After that week I can complain to the FOS. Thank you

dunstonh

Where have you read the OP refusing to bring it up to date?


Creditors cannot use the DD system like this. They agree to inform the client about changes in advance of taking the money!

It is counterproductive to use the DD guarantee scheme and then pay it anyway.

they won't cancel the policy if you do, that's scaremongering)

They won't cancel the policy immediately. They will write to let you know it is in arrears and that if you do not pay the premium within a certain period they can cancel the policy. It is not scaremongering.

Don't use the DD guarantee scheme as that is just a waste of your time if you are going to pay the premium anyway. Go straight to a complaint.

he bank has also advised that I write to Sunlife giving all the details and give them a week to respond. After that week I can complain to the FOS. Thank you

That is not the correct complaints process. They have 8 weeks to respond before you can refer the complaint to the FOS.

Quentin

dunstonh wrote: »

It is counterproductive to use the DD guarantee scheme and then pay it anyway

Of course it's not counterproductive

1) The OP ( who disputes this money is owed) gets the money back in her account today rather than having to fight the insurer to get it sorted

2) Not everyone can afford to have unexpected amounts taken out of the bank with no notice

3) The Bank's intervention will concentrate the insurer's mind on this issue. Too many abuses of the DD system like this will see them stopped from being able to use it.

dunstonh wrote: »

Don't use the DD guarantee scheme as that is just a waste of your time if you are going to pay the premium anyway. Go straight to a complaint.

Being put to the inconvenience of getting the Bank involved is part of the complaint!

SecondLife

Thank you everyone for all your help and input, I did put a formal complaint in to Axa Sunlife and also to the Ombudsman. Today they have confirmed they I am correct, they are at fault firstly by taking a double payment without telling me thereby contravening the DD guarantee, secondly by taking a double payment as they assumed I was in arrears and thirdly by doing the same to the policy held in my husband's name.

They have offered compensation and the repayment of the overpaid amounts which I have accepted. Whilst this is a result, it shouldn't be necessary in this day and age and particularly where people of a certain age are concerned, it caused a lot of unnecessary stress.

dunstonh

Well done. The d/d scheme wouldn't have got you that outcome. The complaint process did its job correctly. All because someone at AXA didnt do a simple bit of admin correctly. A shame it had to get to that when you think it was something they could have resolved with a bit of common sense.