AXA & HOME PROTECT DELAYING CLAIM SETTLEMENT FOR NEARLY 2 YEARS!

Mimi3333

Hello everyone - I need your help in how to deal with AXA's failure to pay an almost 2-year old insurance claim...

THE BELOW IS THE EMAIL I SENT AXA & OTHERS AFTER MANY, MANY DOCUMENTS CORRESPONDED. MY "FINAL DEMAND" EMAIL IS WHAT FOLLOWS BELOW. AS OF TODAY, STILL NO ACTION WHATSOEVER.  

ANY ADVICE WOULD BE WELCOME!! 

SORRY FOR THE LONGER LENGTH OF EMAIL BUT IT IS HOPEFULLY SELF-EXPLANATORY...

DATE: OCTOBER 2ND 2023

URGENT ACTION NEEDED BY AXA

HOME PROTECT POLICY XXXX

Address Insured: XXX [Scotland]

COPYING ALL PARTIES INVOLVED OVER 20 MONTHS:

• HOME PROTECT
• CRAWFORD & CO
• DAVIES GROUP
• GHG SOLUTIONS
• FINANCIAL OMBUDSMAN
• HORIZON GROUP

Dear AXA,

WITHOUT PREJUDICE

We are deeply disappointed in the wholly unacceptable process we have endured over the last 18 months regarding our insurance claims.

The below is an outline synopsis of the mismanagement we have had to deal with over the last 18 months.

On November 7th 2021, we took out the policy numbered xxx with Home Protect, which covered home buildings and contents to the value of £850,000, paid by monthly instalments of £128.91.

In April 2022, we experienced an unbearable smell coming from the kitchen floor. 

We called out a drainage company to resolve. Upon their investigation they informed us that the smell was due to raw sewage overflowing into main house due to a suspected broken waste pipe.

We reported the claim online on April 25th 2022 and then spoke to a representative of Home Protect to explore the cover and the claim.

On the call, it was confirmed that the claim was covered and it was agreed that the contractor should proceed with repair and removal of the sewage as the issue presented a health risk to the family.

The email we received, acknowledging the claim and providing the reference number XXX, was received from Davies Group.

This was the first of many times that a new party got involved without any introduction. This was totally alien to our substantial experience where each step of the process was managed from a single source. This extreme mismanagement is the cause of many of the issues we have suffered.

A full report was sent to Davies Group on May 13th detailing the damage report and full quotation from the contractor with photographs. 

GHG Solutions reached out on email on May 26th 2022. GHG stated they were loss adjusters and that they had been appointed by the insurers to survey and assess the claim. Another reference number was added, XXX2.

We agreed an appointment on June 7th 2022 at which a full survey and discussion was carried out. Following this, GHG called the contractor and confirmed several points with them.

Following the GHG report being received on June 9th 2022, nothing further was received so a chaser email was sent to Davies Group and GHG on June 21st.  No response received. 

In late July, another incident occurred which was the collapse of the sitting room ceiling. This was reported online and a full report on this was sent to Home Protect. 

A chaser email on the sewage claim was sent on August 23rd 2022 but there was no response received from Home Protect, GHG or Davies Group. 

Home Protect wrote to us from a new email address (XXX) on October 27th declining to renew our policy due to claims history.

We were enormously concerned at this, since neither claim had been settled and so, on November 1st, we wrote to Home Protect again, now chasing both claims and expressing our deep concern. 

Rather than acknowledging our concern, we received the policy cancellation letter on November 2nd 2022.  

On March 6th, Home Protect wrote to us advising that the claim would be handled by AXA.

It was not until 5th of April 2023, when AXA responded to our complaint about the extraordinary length of time taken to settle our claims (dated 30/3/23), that we were made aware of Crawfords and told they had been trying to contact us since 29/9/22.

It transpires that their emails were in junk folders, we had previously had no advice of Crawfords’ involvement and no reason to look out for these emails. 

Now we knew they were involved, on April 14th 2023, we emailed AXA chasing a call from Crawfords. On April 21st 2023, AXA apologised for the lack of contact from Crawfords. 

Finally, on April 24th 2023, Crawfords got in touch to arrange a telephone interview.  Unfortunately, [CLAIMANT2] was in hospital for serious surgery so the interview could not be done until 24th May 2023.

On May 15th 2023, we raised the subject of the length of time being taken to resolve the claim, and to question why another company (Crawfords) needed to be involved since GHG had physically attended the property. we mentioned the possibility of reporting to the Financial Ombudsman.

AXA acknowledged the complaint on 17th May 2023, saying GHG could not validate the claim so Crawfords would investigate; and acknowledging my complaint about time taken.

It is outrageous that we were only informed of this 8 months after GHG had approved the claims.

A Zoom interview was held between [CLAIMANT1], [CLAIMANT2],and REP1 of Crawfords on May 24th and site notes were distributed the next day. During this call, both claims were reviewed and the damage shown on Zoom to REP1.  

After the site notes were signed off, on June 16th, we sent another chaser email to AXA for settling the claims. Crawfords replied that they were awaiting procedural instructions from insurers. 

We sent another chaser on 20th June 2023 and on June 21st lodged a complaint with the Financial Ombudsman. OMBUDS-REP1 was appointed case worker to deal with it.

On July 14th 2023, the FO decided that AXA had a right to take the time to investigate. No other decision was made at that time regarding the claim.

On July 21st 2023, Crawfords sent further questions, which were answered on July 31st.

On 14th August (3 months after the video walkthrough), REP1 of Crawfords confirmed she had forwarded everything onto insurers and awaited their response.

We sent another chaser on September 1st. We have had no response from any of the parties involved since the August 14th email.

Observations

Our frustration has been exacerbated by the substantial mismanagement of the process. 

We have been passed around from company to company, without any notice, reason or introduction. Whilst this has caused substantial delays we have been fully compliant, cooperated with every request and continued to pay the premiums. 

Further confusion has been caused as each additional party who became involved gave us a new reference number. This makes it almost impossible to use the correct number in various correspondence. These include:

• [8 DIFFERENT REFERENCES FROM MULTIPLE COMPANIES RECEIVED]

Over the last 35 years, we have worked closely with insurance companies on personal, motor, building, contents, health and travel insurance. In addition we have also taken very substantial business insurance across many areas. We have always experienced a positive working relationship with our insurers.

We have never suffered treatment like this which is well outside the regulatory protocol, and the market norms.

It is now 20 months since the first claim. 

There has been no question of the validity of our claim. In fact, it has been confirmed everything was in order.

We did not agree with our complaints being upheld by both AXA and the Financial Ombudsman, as these delays were caused by the clear mismanagement we suffered, as detailed above. However we decided to not challenge the decision as our expectation at that time was this was about to be finalised and paid.

Despite our repeated attempts to resolve this issue, we have received no response from anyone on your end for 7 weeks now. 

This situation is beyond acceptable, and the damage is only worsening, so we can no longer delay the resolution.

All necessary steps and requirements have been duly completed, however, we have yet to receive the payment owed to us, which is in the amount of (1) £16,574.40 and (2) £7,918.06. Invoices attached.

Given the prolonged delay and lack of communication, we must formally demand payment in full. 

We kindly request that you remit the outstanding amount of £24,492.46, no later than Friday, October 6, 2023. 

>>>>

Fast forward to today, and other than a computer-generated "we are dealing with your enquiry" email, and a "we have forwarded" from REP1 of Crawfords, literally NOTHING has been received as of today January 12th 2024.

We are at our wit's end. We need the settlement to make our house safe and to cover the accumulated and inflated costs on the house and heating, etc. 

Any advice warmly welcomed.

MorningcoffeeIV

If you could just answer 3 questions - 


What happened? 
What is your concern?
What solution are you seeking?

BoGoF

The more you waffle and put irrelevant information the more the reader switches off. I got a 1/4 of the way through that and lost the will.

Keep it precise, factual and to the point.

prettyandfluffy

BoGoF said:

The more you waffle and put irrelevant information the more the reader switches off. I got a 1/4 of the way through that and lost the will.

Keep it precise, factual and to the point.

I would add to that, lose the  BOLD CAPITALS.  It's shouting, it's unnecessary and annoying.

greyteam1959

Start the whole thing again.
Cut it by two thirds & get rid of the capitals.

Mimi3333

All noted.

Mimi3333

Home Protect and ultimately AXA have failed us enormously. 

Protracted communication has seen us stonewalled, delayed and run around in circles. They have no objection to our claim but have procrastinated over one main point - the policy holder. 

Their unacceptable handling of our insurance claims over the past 20 months has reached a critical point. Below is a concise overview of the prolonged mismanagement:

Policy: On November 7th, 2021, we acquired a policy with Home Protect, covering home buildings and contents up to £850,000, paid monthly at £128.91. Taken in my son's name at the time (online) with Home Protect as he lives with us, it was his contribution to the home, we were financially compromised at the time due to ill health.

Claim Initiation: A sewage issue was reported on April 25th, 2022, followed by a collapse of the sitting room ceiling in July. Both claims were acknowledged but not settled.

Multiple Intermediaries including Davies Group, GHG Solutions, and Crawfords were successively involved, each introducing new reference numbers and causing significant confusion. 

Cancellation: Home Protect declined policy renewal on October 27th, 2022, despite pending claims. Policy cancellation followed on November 2nd, 2022.

AXA Involvement: AXA assumed handling on March 6th, 2023, revealing Crawfords' involvement on April 5th, 2023.

Current Standstill: Despite a Zoom interview with Crawfords investigation team on May 24th, 2023, and subsequent chasers, there has been no response since August 14th, 2023.

Still, the only issue is the policyholder details - no objections to the claims. No payment of the claims. 

Observations:

Process Mismanagement: Passing us between various entities without notice, reason, or introduction, causing substantial delays.

Reference Number Confusion: Eight different reference numbers from multiple companies, making correspondence challenging.

Unprecedented Treatment: Contrary to our 35-year positive experience with insurers, this situation is well outside regulatory norms.

>>>>

Fast forward to today, and other than a computer-generated "we are dealing with your enquiry" AXA email, and a "we have forwarded" from  Crawfords, literally NOTHING has been received as of today January 14th 2024.

We are at our wit's end. We are medically vulnerable and need the settlement to make our house safe and to cover the accumulated and inflated costs on the house and heating, etc. 

Any advice warmly welcomed.

Mimi3333

MorningcoffeeIV 

What happened? See above
What is your concern? They have not paid
What solution are you seeking? Payment!

MorningcoffeeIV

It's still indecipherable..

You seem to say they have accepted the claim. Correct?

But that there is an issue over the policyholder.  What is this issue?

DullGreyGuy

You've already gone to the Ombudsman... what was their decision? 

If you or Axa didn't agree with the Adjudicator it would then be escalated to an Ombudsman. Has that been done? What was their decision?

Generally once you've gone to the ombudsman your future comms should be through them

retiredbanker1

The issue seems to be that the policyholder is the son and not the OP??