Being screwed over by AXA Travel Insurance

jhend29

This summer I took out ann annual travel insurance policy for myself and my adult son before our trip to Florida. While we were there, I slipped in the bathroom, hurt my knee, and needed X-rays before I was allowed to fly. Because of that, we missed our flight and had to stay an extra five days. While recovering, I also developed pneumonia and needed antibiotics before I was fit to travel home.

During that time, AXA (who sold me the policy under a different trading name — I would never have chosen them knowingly after bad past experiences) were impossible to deal with. They gave us no support at all. I had to borrow money from friends to cover both the hotel and new flights. The situation was especially stressful because my 18-year-old son is autistic and was terrified about what would happen if I ended up in hospital. At one point the hotel even threatened to call the police on us, because AXA told me our room had been paid for — but we found out the next morning it hadn’t.

When we got home, I made a complaint. AXA admitted they had failed to support us and upheld it, agreeing to cover the medical costs. However, they are now refusing to reimburse the hotel and flight costs (around £1,500) unless I give them full access to my last five years of medical records. I think this is completely unreasonable for what was essentially a sprained knee and a chest infection. When I bought the policy I declared every condition I could think of — Crohn’s, psoriasis, depression, anxiety for me, and eczema and autism for my son.

My main concerns are:

1. They are demanding access to my full medical history when it’s irrelevant and clearly just an excuse to avoid paying out. I’ve offered to share records relating to joints and breathing, but they say that isn’t good enough.
2. They sold a policy knowing it covered a parent travelling with an autistic adult, yet abandoned us when we needed help the most. This left both me and my son in an awful situation.

The stress was so intense that I actually lied to the doctor about how much of the inhaler I’d used before she measured my O2 sats, because I was terrified of being sent To the ER and leaving my son alone in a hotel that wouldn’t let us stay unless the room was prepaid. In the end, I booked new flights myself and we ‘brute forced’ our way home way home, way before I was really fit to fly. 

At this point, it isn’t just about the money — it’s about principle. AXA left us stranded, my son has lost all of his confidence in travelling, and we’re now scared it could all happen again if we travel while this policy is in place. It’s been four months, and I don’t know what to do next. I’ve threatened to go to the media, the ombudsman, and the FCA, but AXA are still refusing to act fairly.

For now, I’ve told my GP to only send records relating to breathing or joints from the past five years, nothing else.

What would you do in my situation? Surely there’s a way to make them act reasonably and with some common sense? (Especially given how small the amount In asking for back is compared to how big the claim likely would have been had I not taken the risks I took!!)

sheramber

I would give them the medical records they ask for.

By not giving them it could be assumed you have something to hide. 

ButterCheese

As above. Send them everything they ask for. What have you got to hide if you divulged all your medical history upon commencement of the policy? When my partner claimed on her critical illness policy, the hospital sent them everything they asked for anyway, we didn't have to do anything 

Alderbank

As @sheramber says, give them what they ask for. They won't budge until you do. You say your records are irrelevant but how do AXA know that? It's quite usual that the insurance company take your declaration on trust when you sign up and only check when you make a claim.

soolin

sheramber said:

I would give them the medical records they ask for.

By not giving them it could be assumed you have something to hide. 

As harsh and as intrusive as it might seem- I tend to agree. I too have had issues with Axa but would expect in case of a claim that they would need to ensure that a full declaration was made re previous health issues and medical appointments.

 Just playing devils advocate for a moment (and in NO WAY supporting Axa) a previous mention of say low blood pressure or dizzy spells might be related to a fall causing the slip and knee issue and they are probably looking to see if they have a case for not paying. 

MyRealNameToo

jhend29 said:

This summer I took out ann annual travel insurance policy for myself and my adult son before our trip to Florida. While we were there, I slipped in the bathroom, hurt my knee, and needed X-rays before I was allowed to fly. Because of that, we missed our flight and had to stay an extra five days. While recovering, I also developed pneumonia and needed antibiotics before I was fit to travel home.

During that time, AXA (who sold me the policy under a different trading name — I would never have chosen them knowingly after bad past experiences) were impossible to deal with. They gave us no support at all. I had to borrow money from friends to cover both the hotel and new flights. The situation was especially stressful because my 18-year-old son is autistic and was terrified about what would happen if I ended up in hospital. At one point the hotel even threatened to call the police on us, because AXA told me our room had been paid for — but we found out the next morning it hadn’t.

When we got home, I made a complaint. AXA admitted they had failed to support us and upheld it, agreeing to cover the medical costs. However, they are now refusing to reimburse the hotel and flight costs (around £1,500) unless I give them full access to my last five years of medical records. I think this is completely unreasonable for what was essentially a sprained knee and a chest infection. When I bought the policy I declared every condition I could think of — Crohn’s, psoriasis, depression, anxiety for me, and eczema and autism for my son.

My main concerns are:

1. They are demanding access to my full medical history when it’s irrelevant and clearly just an excuse to avoid paying out. I’ve offered to share records relating to joints and breathing, but they say that isn’t good enough.
2. They sold a policy knowing it covered a parent travelling with an autistic adult, yet abandoned us when we needed help the most. This left both me and my son in an awful situation.

The stress was so intense that I actually lied to the doctor about how much of the inhaler I’d used before she measured my O2 sats, because I was terrified of being sent To the ER and leaving my son alone in a hotel that wouldn’t let us stay unless the room was prepaid. In the end, I booked new flights myself and we ‘brute forced’ our way home way home, way before I was really fit to fly. 

At this point, it isn’t just about the money — it’s about principle. AXA left us stranded, my son has lost all of his confidence in travelling, and we’re now scared it could all happen again if we travel while this policy is in place. It’s been four months, and I don’t know what to do next. I’ve threatened to go to the media, the ombudsman, and the FCA, but AXA are still refusing to act fairly.

For now, I’ve told my GP to only send records relating to breathing or joints from the past five years, nothing else.

What would you do in my situation? Surely there’s a way to make them act reasonably and with some common sense? (Especially given how small the amount In asking for back is compared to how big the claim likely would have been had I not taken the risks I took!!)

The law requires you to answer all questions honestly and completely, failure to do so can result in a policy being voided and claims avoided even if the false answer is unrelated to the claim. 

You are claiming for two medical incidents, at least one seems to be in an area that you have a pre-existing condition given you mentioned using an inhaler. Your insurer is entitled to make enquiries with your doctors to ensure you complied with the law on disclosures. You refusing to allow them to do so is doing nothing but creating a rod for your own back and ultimately will result in the claim being declined which the FOS will almost certainly consider reasonable. 

I also suspect you bought it from an intermediary who is selling policies written by Axa rather than it being a trading style of Axa. 

Mark_d

Your policy is only valid if you disclosed all medical conditions and paid the correct premium. If you are unwilling to share your full medical history then it suggests you have something to hide.  Concealing some medical conditions means that you would have paid a lower premium than you should have done, and hence would only be partially covered and potentially guilty of fraud.

If I was in your situation I would abide by the terms and conditions of the policy.

"I booked new flights myself and we ‘brute forced’ our way home way home, way before I was really fit to fly"

Are these the words of a honest person or someone who tries to deceive organisations?

Aylesbury_Duck

If I was a representative of the insurer, I might consider your unwillingness to divulge information, you lying to the doctor and travelling before being properly fit as you trying to 'screw us over.'  

I sort of understand your reasons for doing what you did, but expecting an insurer on the hook for a lot of money to behave "fairly" when you haven't really done the same, is a bit off.

Just send them the information they're asking for and hope that it results in what you're looking for.  Or is it that you're concerned that by sending them all of your medical records, you may actually invalidate the money they have paid out already?

jhend29

"I booked new flights myself and we ‘brute forced’ our way home way home, way before I was really fit to fly"

Are these the words of a honest person or someone who tries to deceive organisations?

They’re the words of a stressed out mum who was sick, on her own and put in a horrible position by n insurance company that was supposed to help them… what else should I have done? 

I signed the forms saying they could have access to my medical records. I’ve not tried to hide anything. My GP was the one who refused because THEY thought it was exessive and over broad!

jhend29

Aylesbury_Duck said:

If I was a representative of the insurer, I might consider your unwillingness to divulge information, you lying to the doctor and travelling before being properly fit as you trying to 'screw us over.'  

I sort of understand your reasons for doing what you did, but expecting an insurer on the hook for a lot of money to behave "fairly" when you haven't really done the same, is a bit off.

Just send them the information they're asking for and hope that it results in what you're looking for.  Or is it that you're concerned that by sending them all of your medical records, you may actually invalidate the money they have paid out already?

Aylesbury_Duck said:

If I was a representative of the insurer, I might consider your unwillingness to divulge information, you lying to the doctor and travelling before being properly fit as you trying to 'screw us over.'  

I sort of understand your reasons for doing what you did, but expecting an insurer on the hook for a lot of money to behave "fairly" when you haven't really done the same, is a bit off.

Just send them the information they're asking for and hope that it results in what you're looking for.  Or is it that you're concerned that by sending them all of your medical records, you may actually invalidate the money they have paid out already?

To be fair, I signed the forms giving them access. It was my GP who questioned it and asked me to confirm I was happy for them to ask for everything they were. Why would I have declared so much if I was trying to hide anything? My concern is that giving them access to everything will mean they can literally fish through everything and latch onto something that’s not even applicable. Have I had bronchitis at some point in my life? Sure. I have no idea when. I know for a fact I had a skin infection last year related to my excema. Just googling AXA and 5 years medical brings up link after link of people saying “they used a random toe nail infection to say that a broken ankle isn’t covered” etc. 

but with that said, I’ve never tried to keep my records from them. It was only when my GP said “are you sure you want to send them EVERYTHING?” That ai realised maybe it isn’t a typical request that the GP is used to receiving from insurance companies! 

MyRealNameToo

jhend29 said:
I’ve not tried to hide anything. My GP was the one who refused because THEY thought it was exessive and over broad!

GPs get absolutely 0 training on insurance during medical school and are even less likely to be kept in formed of changes in insurance legislation and regulation as time goes on. They are therefore simply expressing a personal opinion. 

They do seem worryingly uninformed though as most will be doing a number of these fairly regularly. Most are the exact opposite, we send a questionnaire and rather than answer the questionnaire plenty just staple a photocopy of the policyholders complete file to the questionnaire. Inevitably we go back as we arent medical professionals and so can gather some answers from the full file but not the medical opinion ones. Most they time they reply on the second attempt but most will try and send a second invoice for doing so. 

Sure it was actually a GP and not one of these Physicians Associates who generally barely know their !!!!!! from their elbow?