HELP! Axa/Hastings Insurance - rubbish home policy

linell

Hello
I insured my home with Hastings on autorenewal last year and earlier this month we had a problem and needed to claim on the policy. Documentation from Hastings states that AXA is the insurer and to claim through them. After contacting AXA, they say that my policy expired last year (at the time of autorenewal). After much back and forth, 2 weeks ago AXA said they were filling in a form to 'find' my policy but they couldn't tell me how long it would take. Fast forward to today and I spoke to them again with them telling me that they can only chase up the form that was sent, nothing else. 
I've tried complaining to Hastings but they say that the complaint needs to be logged with AXA as they have the policy. Filled in AXA form to be told that I don't have a policy so can't make a complaint! It's so infuriating. When I spoke to them today I asked who to complain to and was told my complaint has now been logged although I'm still waiting for some sort of confirmation on that. 
Is there anything I can do? My renewal comes round again 4 weeks time and I want it sorting by then! 

DullGreyGuy

This appears to be an issue with the sale/setup of the policy and so your complaint is probably better pointed at your broker Hastings given they are the one that should have instructed Axa that the policy has been renewed. 

Morph4610

Linell, presumably you have the renewal confirmation (which should show a policy number and documents) plus evidence of paying the premium? Any information you can give them should speed things up  

linell

A further week on and still no resolution of any kind. No contact from them at all. Where would I stand with the financial ombudsman? Does anyone know? technically I've had a final response from both Hastings and AXA as they both state that the problem isn't theirs. That said, I raised the complaint whilst speaking with them last Monday but as yet heard nothing so far as even acknowledgment. 

TSx

linell said:

A further week on and still no resolution of any kind. No contact from them at all. Where would I stand with the financial ombudsman? Does anyone know? technically I've had a final response from both Hastings and AXA as they both state that the problem isn't theirs. That said, I raised the complaint whilst speaking with them last Monday but as yet heard nothing so far as even acknowledgment. 

For it to be a 'technical' final response, you would have received a letter or email with a line saying you have the right to refer to the Financial Ombudsman at the end - they have 8 weeks to produce this. Once you have this from either party, go straight to the FOS - unfortunately they may take a long time to actually review the complaint.

It may also be worth emailing the CEO in the meantime at Hastings and asking them to take some responsibility in getting this sorted - search for Hastings CEO email