Travel insurance Medical Claims

nk_ni

Hi,
We were on holidays in October, I took unwell and needed hospital treatment. We paid the hospital and got all relevant paperwork. 

On my return we filled in all that was requested by AXA and they received my claim in November. 

As of today I am still awaiting payout. I have rang AXA a number of times to be told give it 7 days, it hasn’t be allocated to a claims handler or other excuses. 

We are currently out of pocket by £1200+ and our claim does not seem to be moving forward. 

Has anyone any suggestions how we can push this along? Any advice would be helpful. 

DullGreyGuy

You may as well start the complaint process... just be clear to them you want the complaint to be registered as you are suffering financial loss from their delays.

nk_ni

We put in a complaint, it is 14 days in but takes up to 40 working days for a response. We have a complaint reference number too. 

DullGreyGuy

nk_ni said:

We put in a complaint, it is 14 days in but takes up to 40 working days for a response. We have a complaint reference number too. 

A financial services company have up to 8 weeks to respond, that doesnt mean that all (or even most) take anywhere near that. After the timescale has passed you are then entitled to go to the Financial Ombudsman despite not yet having had a final response.