Last year, my wife and I embarked on a ferry journey from Mallorca to Barcelona. Upon reaching our hotel, my wife proceeded to inquire about parking arrangements while I patiently waited in the car. Suddenly, a motorbike collided with our vehicle. In an instant, I recognized this to be a suspicious act and swiftly retreated back into the car. To our dismay, we soon discovered that my wife’s backpack, which contained our passports, had been stolen. This unfortunate incident not only resulted in a delay in our return home as we awaited emergency travel documents but also incurred a significant cost of over £900 due to additional hotel and flight expenses. In an effort to seek reimbursement, I promptly submitted a claim to our travel insurer, Axa, and also lodged a complaint. However, despite the passage of nine months, we have received no response from them.
It is imperative for vacationers to be vigilant. Pickpockets often employ various tactics to divert the attention of tourists, and crashing into a car is an extreme form of this modus operandi. Had we not quickly recognized the scam, we could have suffered a more substantial loss of our belongings. Axa’s handling of the situation has been utterly disappointing. While insurers insist on customers adhering to strict deadlines when filing claims, they themselves tend to take an indefinite amount of time to process them. Axa’s requirement to submit claims within 31 days of theft fails to include any mechanisms that obligate them to respond within a specific timeframe.
However, there are regulations in place regarding the handling of complaints that financial institutions must adhere to. If a case remains unresolved after eight weeks, customers have the right to seek assistance from the Financial Ombudsman Service, a process that may take a few additional months. Eight weeks after you initially lodged your complaint, you reached out to me for help. Fortunately, shortly after my intervention, Axa promptly responded and assured you that your claim would be fully settled.
According to Axa, your case had been referred to their specialist team, and due to the high volume of claims, there had been a delay. Nevertheless, this explanation does not excuse nine months of silence. Axa acknowledged their shortcomings and committed to reviewing their internal processes.
For further assistance, please email [email protected], including your address and phone number. However, keep in mind that the submission and publication of your concerns will be subject to our terms and conditions.
Denial of responsibility! VigourTimes is an automatic aggregator of Global media. In each content, the hyperlink to the primary source is specified. All trademarks belong to their rightful owners, and all materials to their authors. For any complaint, please reach us at – [email protected]. We will take necessary action within 24 hours.
