AXA travel insurance claim, 8 weeks on and still no response

hayley_85

I submitted a claim to AXA a few months ago, it's been 8 weeks since I sent them all the requested documentation (which they've confirmed) and been waiting for a decision ever since. I've emailed with no reply and I've called multiple times to be told 'it's awaiting review' 'it'll be 7-10 business days', 'any day now', it's been red flagged so they'll look at it urgently', 'it's been escalated' or any combination of the above but still nothing. Has anyone had a similar situation? I'm not sure how long is normal to wait as it said I'd get a response within 10 working days after they had all the docs but we're way past that and no one seems able to say when it'll be reviewed. I've even sent in a complaint using their complaints form online but again had no reply. Any suggestions of where I can go from here?

born_again

hayley_85 said:

I submitted a claim to AXA a few months ago, it's been 8 weeks since I sent them all the requested documentation (which they've confirmed) and been waiting for a decision ever since. I've emailed with no reply and I've called multiple times to be told 'it's awaiting review' 'it'll be 7-10 business days', 'any day now', it's been red flagged so they'll look at it urgently', 'it's been escalated' or any combination of the above but still nothing. Has anyone had a similar situation? I'm not sure how long is normal to wait as it said I'd get a response within 10 working days after they had all the docs but we're way past that and no one seems able to say when it'll be reviewed. I've even sent in a complaint using their complaints form online but again had no reply. Any suggestions of where I can go from here?

If you sent in a complaint, then they have 8 weeks to reply. If they do not then you can go to FOS.

MyRealNameToo

hayley_85 said:

I submitted a claim to AXA a few months ago, it's been 8 weeks since I sent them all the requested documentation (which they've confirmed) and been waiting for a decision ever since. I've emailed with no reply and I've called multiple times to be told 'it's awaiting review' 'it'll be 7-10 business days', 'any day now', it's been red flagged so they'll look at it urgently', 'it's been escalated' or any combination of the above but still nothing. Has anyone had a similar situation? I'm not sure how long is normal to wait as it said I'd get a response within 10 working days after they had all the docs but we're way past that and no one seems able to say when it'll be reviewed. I've even sent in a complaint using their complaints form online but again had no reply. Any suggestions of where I can go from here?

What's the claim for? 

Lost luggage etc is straightforward and broadly in their control. 

Medical cancellation/treatment is complex and requires your GP to submit a report thats been competently filled in... that can take 2-3 attempts normally with an argument over if there should be another bill when they failed to fill it in correctly the first time. 

hayley_85

MyRealNameToo said:

hayley_85 said:

I submitted a claim to AXA a few months ago, it's been 8 weeks since I sent them all the requested documentation (which they've confirmed) and been waiting for a decision ever since. I've emailed with no reply and I've called multiple times to be told 'it's awaiting review' 'it'll be 7-10 business days', 'any day now', it's been red flagged so they'll look at it urgently', 'it's been escalated' or any combination of the above but still nothing. Has anyone had a similar situation? I'm not sure how long is normal to wait as it said I'd get a response within 10 working days after they had all the docs but we're way past that and no one seems able to say when it'll be reviewed. I've even sent in a complaint using their complaints form online but again had no reply. Any suggestions of where I can go from here?

What's the claim for? 

Lost luggage etc is straightforward and broadly in their control. 

Medical cancellation/treatment is complex and requires your GP to submit a report thats been competently filled in... that can take 2-3 attempts normally with an argument over if there should be another bill when they failed to fill it in correctly the first time. 

It's for an ear infection my husband got on holiday, AXA confirmed they have all the information they need and the medical team have signed it off and it's just awaiting someone in the review team to do the last bit but it's been at that stage now for 8 weeks and doesn't seem to be progressing at all. 

hayley_85

born_again said:

hayley_85 said:

I submitted a claim to AXA a few months ago, it's been 8 weeks since I sent them all the requested documentation (which they've confirmed) and been waiting for a decision ever since. I've emailed with no reply and I've called multiple times to be told 'it's awaiting review' 'it'll be 7-10 business days', 'any day now', it's been red flagged so they'll look at it urgently', 'it's been escalated' or any combination of the above but still nothing. Has anyone had a similar situation? I'm not sure how long is normal to wait as it said I'd get a response within 10 working days after they had all the docs but we're way past that and no one seems able to say when it'll be reviewed. I've even sent in a complaint using their complaints form online but again had no reply. Any suggestions of where I can go from here?

If you sent in a complaint, then they have 8 weeks to reply. If they do not then you can go to FOS.

Thanks that's useful to know. I sent it in a week ago so another 7 weeks to wait.....🤦