Axa insurance

Rushfortb

Buildings insurance.
yesterday had 2 letters  dated 10 & 11 Nov saying Axa were going to cancel my insurance. I had also had a call the day before who hung up on me. No one tried to call me back.
The reason? No payment, due to either a closed bank account ( M and S) or change of card number after lab ate them! They did not tell me which. I had rung them about the car and changed the payment details after I received an email. So assumed that all payment issues would be resolved. When I rang them on receipt of the letter they checked and my email was wrong.so how did the car email get to me and why had they not used the bank on the car details? 

I thought I had put everything under one umbrella for simplicity, I learnt that each insurance account is held separately by Axa. 

So I paid and then lodged a complaint about how this was handled as it usually causes retraining. It got worse. I had a caller who allied the phone to ring twice then hung up, then rang and pretended I was an answer machine!
so I rang this morning and was told I will get a call back from their complaints team within 8 weeks.
think I will vote with my feet next time anything comes up for renewal.
 It seems to be pot luck these days as to whether you get good or going thru the motions help.

dunstonh

The reason? No payment, due to either a closed bank account ( M and S) or change of card number after lab ate them! They did not tell me which. 

They wouldn't know which it is.  They are two sensible guesses at why the number was refused.

I thought I had put everything under one umbrella for simplicity, I learnt that each insurance account is held separately by Axa. 

That isn't how it works with brands.   Different distribution channels for example wouldn't see them linked (i.e. buy from broker/consolidator A and buy the next one via a different consolidator/broker).    Also, different product types may not even be handled in the same building on the same software.  Sometimes, even different versions of the same product type are not handled in the same building/software.

Sandtree

dunstonh said:

The reason? No payment, due to either a closed bank account ( M and S) or change of card number after lab ate them! They did not tell me which. 

They wouldn't know which it is.  They are two sensible guesses at why the number was refused.

Damaged cards being replaced doesnt normally result in a decline under a CPA. With Card Updater then for a damaged card they would be given the new number and for a closed account they'd be advised of such and that there is no new number. If they expose that to their call centre agents is another matter.