LLoyds travel insurance not responding re. claim - next step ?

jjamestyu

We had travel insurance via Llloyds bank credit card. I understand the insurance was underwritten by Axa.

We had a claim that was progressing with Lloyds bank travel insurance. 

We provided some further information which they requested to process the claim in Oct 2021. 

In Nov 2021 Lloyds bank changed their travel insurance provider. But on their website and phone systems they still have a portal for contact / processing claims prior to the change over. 

Since we last wrote to them in Oct 2021, we have not received any correspondence back, despite chasing on phone (many hours on hold) and on email (each time we email them, we get an automated response by email and text saying they will respond i 5 days.. but they dont). 

It has been 45 days since we provided the infomration they requested in Oct 2021.

When i try and contact Axa direct their system points us to go through the credit card provider and not direct to Axa

It is clear Lloyds are not engaging on this matter.

What is the next step to escalate this ? Ive looked to see if they have a complaints contact, but i cant find one.

Any helps is much appreciated, thanks in advance.

TELLIT01

Can you call into a branch of Lloyds and ask for their assistance.

Westin

Perhaps a final email/letter to the insurer, cc to Lloyds Bank, saying that unless you have a response within 14/21/30 days you will be taking the matter up with the financial ombudsman.

https://www.financial-ombudsman.org.uk/consumers/complaints-can-help/insurance

I believe the insurer has to cover the cost of such investigation and therefore might be prodded to reply and resolve with you before things escalate.

Document all calls, emails, and letters on a timeline so you can summarise to the financial ombudsman if necessary.

Sandtree

Westin said:

Perhaps a final email/letter to the insurer, cc to Lloyds Bank, saying that unless you have a response within 14/21/30 days you will be taking the matter up with the financial ombudsman.

https://www.financial-ombudsman.org.uk/consumers/complaints-can-help/insurance

I believe the insurer has to cover the cost of such investigation and therefore might be prodded to reply and resolve with you before things escalate.

Document all calls, emails, and letters on a timeline so you can summarise to the financial ombudsman if necessary.

Ombudsman can only be engaged after 8 weeks of a complaint is registered and no (final) response is received (sooner if you get a final response you dont agree with).

You will often see it costs them c£500 for a complaint to the ombudsman but the reality is a bit more complex as there is an annual levy which covers X complaints and the £500 is only for complaints above that number. The levy and X varies by company generally based on size. 

Westin

@Sandtree - good to know. Thanks.

HHarry

I had problems with Virgin travel insurance last year.  I did as above; submitted a complaint, waited 8 weeks, escalated to Ombudsman.

Amazingly within 48hrs of it being assigned by the Ombudsman Virgin settled the claim.  And then paid a significant amount of compensation as well.

Sues2570

Hi jjamestyu, we are in exactly the same situation as you and I discovered there are a number of others.  I posted on Lloyds Bank Facebook page asking for advice from them about how to get info on the progress of our claim and while their response was ‘sorry, can’t help’ other people have also added to my post saying they’re  in the same position.  I’ve tried emailing the AXA complaints dept but not even received an acknowledgment of receipt of my email and the AXA website says for policies they underwrite rather than sell themselves to take it up with whoever you bought the insurance through.  Lloyds bank say there is nothing they can do and tell me I’ll have to keep trying to speak to AXA.  To say this is frustrating is an understatement.  I know we can refer this to the ombudsman but only after registering a complaint and giving them 8 weeks to respond but how can you do that if you can’t even find out who you can complain to?  Please let me know if you get any progress with your claim and I’ll do the same.  Any assistance will be gratefully received.
Thanks

sheramber

Try a complaint to the bank.

kezm80

Hi, we're in the same situation as well. I provided the information requested on 29th October and still haven't heard anything. I've emailed 3 times asking for an update and tried calling countless times. I think I've spent over 7 hours on hold to them in total but still haven't managed to actually speak to anyone. I'm at a loss as to what to try next. 
Please let me know if you get anywhere at all and I'll do the same. 
Thanks, Kerry

jools2706

I have an outstanding claim from Lloyds Axa Travel insurance from August 2021. I have not been able to get through by phone and their portal has not updated since October. I contacted the complaints dept in December and have just received a response advising me to go through the Financial Ombudsman. I also complained to Lloyds and received a response basically washing their hands and passing the buck to Axa. I am now pursuing a claim through FO with Axa and also Lloyds for back payment of premiums. Once sorted I will be changing my back account from Lloyds after 30+ years. Very disappointed with both companies.