Axa historic complaints

AmericanDad1

Afternoon,
Apologies if I'm in the wrong category. Just wanted to see if anyone else has recently had an email from Axa insurance about a complaint they made some years ago? I know Axa were the subject of negative scrutiny during a recent-ish review by the FCA about their complaint handling but obviously I still assume an email asking me for my bank details so I can be given £100 is a scam!

There's enough detail in the message for it to potentially be genuine, just thought I'd ask around before calling their helpline with long wait times. 

Sandtree

Do you recall what the product was? I'd go onto their website, look up that product and find a telephone number rather than use the number in the email. 

If there was a significant redress programme underway you'd expect some PR activity or consumer rights sites to have picked something up as they do fairly quickly. I'd also probably expect a page to be somewhere on the official Axa site but a very quick search and it brings up nothing... not to say it isnt genuine but it'd certainly get my spider sense tingling.

rs65

Sandtree said:

If there was a significant redress programme underway you'd expect some PR activity or consumer rights sites to have picked something up as they do fairly quickly. I'd also probably expect a page to be somewhere on the official Axa site but a very quick search and it brings up nothing... not to say it isnt genuine but it'd certainly get my spider sense tingling.

I'm not saying this is real but there didn't seem to be much PR or consumer rights activity on the Jelf redress posted about recently.

Sandtree

rs65 said:

Sandtree said:

If there was a significant redress programme underway you'd expect some PR activity or consumer rights sites to have picked something up as they do fairly quickly. I'd also probably expect a page to be somewhere on the official Axa site but a very quick search and it brings up nothing... not to say it isnt genuine but it'd certainly get my spider sense tingling.

I'm not saying this is real but there didn't seem to be much PR or consumer rights activity on the Jelf redress posted about recently.

But there has been some... Insurance Age has an article on it and it looks like the Telegraph too but its behind a paywall so cannot read it to say for certain. 

Insurers may hope it remains in the specialist press zone but normally at least one of those will pick things up... plus would have thought a redress from a household name like Axa would have more mainstream interest than the personal lines side of a broker like Jelf.

I equally am not saying its real or a phishing attempt but I would be making more enquiries rather than taking it at face value had I received it.

AmericanDad1

Sandtree said:

Do you recall what the product was? I'd go onto their website, look up that product and find a telephone number rather than use the number in the email. 

If there was a significant redress programme underway you'd expect some PR activity or consumer rights sites to have picked something up as they do fairly quickly. I'd also probably expect a page to be somewhere on the official Axa site but a very quick search and it brings up nothing... not to say it isnt genuine but it'd certainly get my spider sense tingling.

Thanks, I thought the same and thought it was suspect google returned nothing. The email was also sent on a Saturday I realised later. 

Sandtree

AmericanDad1 said:
Thanks, I thought the same and thought it was suspect google returned nothing. The email was also sent on a Saturday I realised later. 

I wouldn't read too much in the day of the week it was sent. The last bulk comms I had to do was to nearly 300,000 customers with our contact centres operating Mon-Fri all day and Saturday mornings only. From day one they were scheduled to be sent in daily batches on Mon-Sat over the following 8 weeks to try and spread out the inevitable telephone calls they generated and the only reason not to send any on Sunday was to avoid the contact centre being overwhelmed on Monday morning when you get everyone who couldnt get through on Saturday PM, Sunday and early Monday all calling at once.

Jumblebumble

AmericanDad1 said:

Afternoon,
Apologies if I'm in the wrong category. Just wanted to see if anyone else has recently had an email from Axa insurance about a complaint they made some years ago? I know Axa were the subject of negative scrutiny during a recent-ish review by the FCA about their complaint handling but obviously I still assume an email asking me for my bank details so I can be given £100 is a scam!

There's enough detail in the message for it to potentially be genuine, just thought I'd ask around before calling their helpline with long wait times. 

 Swiftcover who are part of Axa recently  wrote promising me £50 without asking for my bank details for a complaint in 2017 which they had actually settled to my entire satisfaction
The £50 duly turned up on my bank statement

AmericanDad1

I forgot to update on this until today.

Rang Axa using numbers from their website and after much to-ing and fro-ing they were unsure as to whether or not the email was genuine...! No notes on my file. Worryingly, the name on the email is a genuine Axa employee. I'd hope it's just poor admin on their part rather than a very serious data breach but who knows. I forwarded the email to them for scrutiny and leaving it at that. Thanks for all your replies.