Axa partners travel insurance

poe_59

Long story short, partner recieved phone call 2 hours after we had set sail from Southampton on a cruise, to say his brother had unexpectedly passed away. We had to wait till the first port of call ( Madeira)to fly home. On returning home provided Axa with all the evidence they requested, and now neary two months later still getting the run around. Feel like they are waiting for us to give up, surely there must be a time limit on how long these things can take.

Brie

I presume you have followed up with them.  Have they given any excuse for the delay?  Do you know their complaint policy if you feel they aren't providing the service you have paid for?

DullGreyGuy

poe_59 said:

Long story short, partner recieved phone call 2 hours after we had set sail from Southampton on a cruise, to say his brother had unexpectedly passed away. We had to wait till the first port of call ( Madeira)to fly home. On returning home provided Axa with all the evidence they requested, and now neary two months later still getting the run around. Feel like they are waiting for us to give up, surely there must be a time limit on how long these things can take.

They need to process things in reasonable timeframes but that is dependent on others being prompt in their responses. 

As an example, on a previous claim I was dealing we required a 2 page questionnaire completed by the claimants GP. Sent the form with the DPA release from the customer... 3 weeks later GP sends it back saying there was no DPA release form. Send a second copy of DPA release form. 4 weeks later get sent a copy of the questionnaire still blank but some photocopies of patient records stapled to it. Send back the questionnaire again saying we need them to answer the questions. 2 weeks later get a £300 invoice, we pay the invoice. 4 weeks later get the questionnaire back, only one side completed and unsigned. Write back saying we need both sides. 2 weeks later get another £300 invoice, write back saying we already paid for the report and what they sent was incomplete/ we aren't asking for more info than the original request. 8 weeks later get a report, both sides completed (mainly), unsigned... decide to accept it as is and settled the claim. 

I've skipped the chaser calls/letters etc for brevity. Obviously each turn around added a couple of days too as I'm not sat their just waiting for their GP but handing circa 400 claims at the same time.


Speak to the insurers, they will tell you what the delays are. If it's GPs, Post Mortem etc then you can either sit back and wait or try chasing them up yourself.