Cover wise holiday insurance

TomElla1972

Hi Everyone 
I would just like to make people aware of taking travel insurance with this company ,when dealing with AXA.I was basically just diagnosed with stage 4 cancer and this company has made my life and my wife’s life a misery.We had booked an holiday to Turkey at a cost of approximately £2200 via TUI.We received aa refund £400 refund from TUI and we are in the process of trying to claim back £720 approx which we had already paid towards the holiday.Basically we have sent them all the letters from the hospital including a SR1 form.Following this they have asked if we sort medical advice from my GP before booking the holiday even though I wasn’t aware of the illness before we booked.We then received a form for my doctor to fill in which we don’t have a problem with.The problems we are having with them is the fact me and my wife made payments between us on different cards and even though we have forwarded bank statements with the various payments they don’t seem to be happy with this.Also they are asking why we are not claiming for the full cost of the holiday even though this has been explained to them about the amount TUI had refunded and the remaining balance we had paid.On top of this my wife actually rang them up and bearing in mind the amount of stress we are both under the person from AXA had no empathy was quite rude and the call was ended part the way through.We think he actually hung up on my wife because there was no return call.My wife explained all of the above and he was still asking for bank statements we had already sent.We have been told by the doctors the form AXA have sent can take up to 28 days for the GP to fill completed.Can anyone give any advice of how to proceed with this company.I should also add my wife gets an email off these clowns every other day asking for the same information we have already supplied.We have decided not to respond to the emails until we have the form completed by the GP.

Aylesbury_Duck

TomElla1972 said:

Hi Everyone 
I would just like to make people aware of taking travel insurance with this company ,when dealing with AXA.I was basically just diagnosed with stage 4 cancer and this company has made my life and my wife’s life a misery.We had booked an holiday to Turkey at a cost of approximately £2200 via TUI.We received aa refund £400 refund from TUI and we are in the process of trying to claim back £720 approx which we had already paid towards the holiday.Basically we have sent them all the letters from the hospital including a SR1 form.Following this they have asked if we sort medical advice from my GP before booking the holiday even though I wasn’t aware of the illness before we booked.We then received a form for my doctor to fill in which we don’t have a problem with.The problems we are having with them is the fact me and my wife made payments between us on different cards and even though we have forwarded bank statements with the various payments they don’t seem to be happy with this.Also they are asking why we are not claiming for the full cost of the holiday even though this has been explained to them about the amount TUI had refunded and the remaining balance we had paid.On top of this my wife actually rang them up and bearing in mind the amount of stress we are both under the person from AXA had no empathy was quite rude and the call was ended part the way through.We think he actually hung up on my wife because there was no return call.My wife explained all of the above and he was still asking for bank statements we had already sent.We have been told by the doctors the form AXA have sent can take up to 28 days for the GP to fill completed.Can anyone give any advice of how to proceed with this company.I should also add my wife gets an email off these clowns every other day asking for the same information we have already supplied.We have decided not to respond to the emails until we have the form completed by the GP.

I think that's the right way forward.  Once you have the completed form, get back in touch with them and start the process from there.

LightFlare

Unfortunately these things can take time as the companies need to ensure they have all information available and are sure of timelines and thus the validity of a claim.

When I had an out of nowhere cardiac arrest and needed to claim, I think it took 3-4 months in total

TomElla1972

Thanks for your replies,I think we are more upset at the inhumane treatment we have received from AXA considering the situation we are in.

MyRealNameToo

TomElla1972 said:

Thanks for your replies,I think we are more upset at the inhumane treatment we have received from AXA considering the situation we are in.

Contract centres are pretty much the sweatshops of the west. If its like my former employer the second the call disconnected the agent would have instantly gotten the next caller speaking to them so will be trying to type up a note on your claim before the next customer starts giving their policy/claim reference for them to log into the next policy. 

In the good old days or when I worked in technical claims our phones went into wrap up at the end of the call so no call comes in after plus we had to decide if to answer a call or not but the more junior teams dealing with policyholders etc this wasnt the case, the system auto answers for them. Hell in one place my Ex worked it even did their salutation and asked for their reference number so the first thing she heard was a beep, a statement of which brand it is and then the customer saying the reference. 

These are generally teenagers/early 20s on poor incomes with high pressure on ensuring they are keeping calls short enough, not having time unavailable and other SLAs Also the majority of people calling have had something bad happen to them which is why they are making a claim. To be upset by each and every one of the 80 calls a day they are supposed to take would be exhausting.

TomElla1972

This was a one to one phone call, I have dealt with call centres who do handle more than one call at a time.There’s no excuse for the way my wife was treated under the circumstances.

mr_stripey

try to seperate the emotion from the facts. It is just a business to the insurance company and you need to try to treat it the same.

That is of course not to say that people are not sympathetic to your situation.

I wish you all the best