AXA

medicman2011

Many years ago (around 35+) I took out a policy when I joined Lloyds Bank for £20k cover at £5pm.
When Lloyds Bank Split I became a TSB customer (2018) and have continued to make payments to AXA every since.
AXA told me this morning that the policies went to AVIVA who have since told me that the policy is not with them.
AXA are still trying to deny I have a policy with them, but TSB confirm they are receiving the regular monthly standing order payments.
How would I go about either getting anymore details on this policy or a refund for all the payments made since they are saying this policy is no longer one of theirs but continue to receive the payments?

Sandtree

Do you have your original paperwork and policy number?

Axa's UK Life business became part of Sun Life which became part of Friends Life which became part Aviva in 2015. Lots of transfers unfortunately makes these things difficult but the transfers would have been done under a Part VII transfer under FSMA and as such all impacted customers would (or should have) received a notification of the proposed transfer and notified of their right to object to the transfer.

My unfortunately experience of Aviva is that its a vast organisation with not great single customer views and so its very much about contacting the right part of Aviva else they'll say they cannot find anything. If you look at https://connect.avivab2b.co.uk/adviser/contact-us/ex-friends-life-protection/ there are telephone numbers for ex-Axa customers

dunstonh

AXA told me this morning that the policies went to AVIVA who have since told me that the policy is not with them.

Aviva is a big company that operates parts of its business out of multiple offices around the country.   They don't all have access to each other's policies within the group. Just the ones they deal with (some exceptions apply).   So, if you contact the wrong Aviva office, they won't be able to find it.

AXA are still trying to deny I have a policy with them, but TSB confirm they are receiving the regular monthly standing order payments.

Standing order is an unusual way to pay for insurance.  Usually, it is a direct debit.    TSB cannot confirm AXA are receiving the monthly payment with a standing order.   With a standing order, they can only confirm that they are sending money to a bank account with a certain sort code and account number.       Unlike a direct debit where the originator requests the money from the bank.

How would I go about either getting anymore details on this policy or a refund for all the payments made since they are saying this policy is no longer one of theirs but continue to receive the payments?

If it is a standing order then it is possible the money is going somewhere but the receiving account business cannot allocate it and it is ending up on some internal suspense account process.     It would be a lot easier if it was a direct debit.

The likelihood is that it is still covering what you are paying for but its the location of the office that deals with it that is the problem.   Often cancelling the direct debit is a good way to wake the insurer up as they will write out saying the mandate was cancelled and ask if you want to put it back in force again in case it was an error.