Your parents my not be your family members according to AXA policy

Having elderly parents, we always have travel insurance. Last time - UNFORTUNATELY - we purchased insurance from AXA, a Nationwide company. Huge mistake! One of the parents fell, was hospitalized. We had to cancel our vacation and rushed back to Europe from the USA. The claims were rejected as the policy states "Family member...… has to reside in the USA, Mexico or Canada" When we purchased the insurance policy we asked several questions. Unfortunately, it never occurred to us the a parent is NOT family member if he/she does not reside on the North American Continent. I wonder why we ever went with such an unfair company
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ID
#1408002 Review #1408002 is a subjective opinion of poster.
Location
Boston, Massachusetts
Service
Axa Group Travel Insurance

AXA THE WORST EMERGENCY COVER EVER

AXA assistance home emergency cover are possibly the most inept company i have ever had the misfortune to deal with..I have had 2 very simple jobs (a blocked sink and a gas boiler that doesn't work) i have been without heating and water for 2 weeks now. I have paid for 2 hours labour when the job took 20 minutes (still got problem). How the Halifax Building Society associate themselves with AXA home emergency cover is beyond me. I want Everyone to know how bad they are, and if offered their EMERGENCY ASSISTANCE, think twice before you use them. THEY ARE NOT FIT FOR PURPOSE...PLEASE AVOID AT ALL COSTS.
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ID
#1044647 Review #1044647 is a subjective opinion of poster.
Location
Redhill, England
Service
Axa Group Homeowners Insurance
Cons
  • Shocking service
Reason of review
Poor customer service
Preferred solution
Full refund
New Reviewer

Absolutely without a doubt the worst company I have ever dealt with! Their customer service is almost non existent, their claims department inept, and huge cancellation fees!

Axa insurance offer customers a very cheap rate of car insurance when you use online comparison sites, this can appear very tempting to many but all is not as it seems as I found out all to well. Firstly after driving for near five years without incident I had an accident in poor weather on a muddy stretch of back roads where I aquaplaned of the road and into a telephone pole. I followed the nessecary steps thereafter reporting the incident to my insurer (axa) and to have the vehicle safely towed away. I would like to point out at this time that I live in a rural village nearly twenty miles from my workplace which I need a vehicle to get to and from work. This is where I first realised to my own frustration exactly how incompetent and unhelpful axa really are as an insurer. Over the next few days I had to arrange my own transportation to and from work as well as phone them several times in order to arrange my curtosey car which was included in the terms of my contract. Eventually days after the incident I took it soon myself to phone the hire car company to arrange transportation which was then arranged the following day. During all of this I spent much of my free time on hold with axa trying to find out what was happening with my car, I eventually learned that it had been left in a recovery yard. This whole process went on for weeks nearly a month in fact before I was contacted by the total loss agent who then told me my car was a write off and quoted me its value, by this time the terms of my curtoseycar had expired and I was paying the rental company out of my own pocket. Eventually I received my insurance settlement and hurriedly purchased a replacement vehicle, but because the telephone pole I hit belonged to BT the claim remained open until they also were paid their repair costs. I believe this went on far longer than was nessecary in my opinion and believe it was designed to keep me tied into contract with the same insurer which of course I unhappily did fearful that had I left then the near £2000 repair cost would have fallen to me to pay out of my own pocket. After being tied in for another year I had paid my premium in full for the following year intending to change insurers at the end of that term when I was involved in another incident. As I was driving along a road near traffic lights travelling approximately 15mph another driver parked to my left in a car facing the same direction as me as I was travelling opened his door onto me without checking his mirror. My car had been badly dented and scraped along the passenger side bonnet and door, I was quickly assured by many people I described the incident to (two of whom had previously worked in insurance claims dep) that it was a simple case of the other driver being in the wrong for not checking his mirrors before opening his driver door onto traffic. This should have been a simple and mostly stress free incident for any competent insurer but not axa who I spent months of my free time hounding them on the phone and asking for updates after providing them with everything I could to help the process along they eventually after 6 months told me they would agree a 50/50 liability which of course I refused. Some months after this I had car troubles and found myself again without transportation, when talking with my insurer over the phone I was informed that my curtoseycar plus option wouldn't allow me a car unless I paid out of my own pocket and that my breakdown and recovery option wouldn't tow the car to a garage without a £50 charge because the car was too near my home. Eventually I traded in my car and bought another making sure I switched insurer only to be told by axa 35 days before my policy was due to expire that I would have to pay a £50 cancelation fee even though I had paid my premium in full nearly a year before effectively holding my proof of no claims ransom for £50! I have found axa to be a despicable company with an absolutely Apauling attitude as to how they deal with their customers and their code of conduct seems to be ignored In favour of profits. I fully intend to pursue my complaints through the correct channels but felt duty bound to post my experience here in the hope of saving anyone the stress disappointment and frustration I've suffered. I understand the cheaper price is often appealing but when you don't receive the services you paid for then you may as well set fire to that money!
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ID
#590499 Review #590499 is a subjective opinion of poster.
Location
Glasgow, Glasgow City
Reason of review
Poor customer service

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