AXA CAR INSURANCE SUCKS

TIMELINE

22.11.2023 AXA took possession of my van

4.12.2023 Copart notified me they had the van

No contact from AXA

8.12.2023 I contacted AXA and was advised verbally van was a write off.

No contact from AXA or Copart

11.01.2024 I Called AXA and was told to call Copart who would make me an offer

11.01.2024 Copart said the vehicle is not a write off

11.01.2024 I tried to call AXA but was kept on hold.

16.01.2024 I tried to call AXA again so response

16.01.2024 Stuart Collins called AXA who said the van is repairable

16.01.2024 AXA emailed to say it has been deemed Repairable

19.01.2024 Copart call me and try to offer me £1000 scrap value.

Try to call AXA multiple times

25.01.2024 Finally speak again to Rebecca at AXA who says van is NOT repairable and Copart will call me.

29.01.2024 Complaints Mark Robinson Call – said repairable and will go to vision repairers. AXA Pay £150 in Complaints renumeration

30.01.2024 I make complaint to Ombudsman

5.2.2024 Emailed mark for update

5.2.2024 Generic response from complaint team

5.2.2024 SAS team email with PDF (dated 31.1.2024) from DAVIS asking me to call them SAS team had failed to provide DAVIS with email or correct number

5.2.2024 I called DAVIS, their only question was “do I want them to come inspect the vehicle at my address” – COPART have the van and AXA know this and are in charge. Again we experience a DELAY due to incompetence and no good process at AXA.

13.02.2024 AXA emailed to say NOT instructed COPART to return vehicle but DAVIS group are on site today to inspect vehicle.

15.02.2024 I emailed AXA, AXA replied to say ‘report received but just overview of vehicle, contacted DAVIS for further clarification ‘

18.92.2024 I called AXA, was transferred and then hung up on with phone line saying ‘line is restricted’

20.2.2024 9:20 I called AXA. Spoke AXA. Gentleman on phone said Davis report says repairable. Needs to go to Vision. Will speak to Vision and get them to call me today!

26.02.2024 I email Mark Robinson on complaints team to complain.

27.02.2024 Vizion never called, what a surprise. But I finally got an email with a link to track my repair progress says ‘progress unavailable’.

06.03.2024 I chase again as no update on tracking website. Receive a prompt reply saying AXA escalated to Vizion complaints and they determining if it will be repaired in network.

06.03.2024 I wrote to MD of AXA UK Claudio with a link to this website, and appealing for them to really do something to help!

07.03.2024 I received an email from AXA offering to determine a 'cash in lieu of repair' amount. I reply to ask them to send me damage report and an offer.

08.03.2024 I received an email from AXA Complicated Complaints department, saying they will look into it.

13.03.2024 Chases SATS team on 'cash in leiu' offer + complaints team. Repair portal still has no update on anything happening since 27th Feb when 'Repairer Notified'

13.03.2024 AXA called with Cash in Lieu offer of £2,900 (+ VAT Reclaimable). I asked them to send Damage Report and vehicle location.

18.03.2024 AXA finally send Damage Report and location. Report stated minimum repair cost would be £3,573.00 with labour at £40/h so very optimistic. Clearly the Cash in Lieu offer is a waste of time, given I'd be out of pocket the VAT amount, plus it does not cover any putting right of items that have degrading in the 4 months it's been sitting. Not accepted.

21.03.2024 AXA refuse to discuss a revised Cash in Lieu offer. They also state they put on hold moving forward with repairs while discussing Cash in Lieu. This was not advised at an earlier stage and bad faith.

26.03.2024 Still no update on van repair. Van has not made it to repairer. Repairer notified 27th February (1 month ago)

AXA HAVE HAD MY VAN SINCE 22 NOVEMBER 4 MONTHS AND NOT REPAIRED IT

IF YOU EVER WISH TO CLAIM DUE TO AN ACCIDENT DO NOT BUY AXA INSURANCE. I BOUGHT IT VIA STUART COLLINS THE BROKER

MY VAN WAS HIT NON FAULT AND FOR THREE MONTHS I HAVE BEEN WITHOUT A VEHICLE NOW.

AXA TELL LIES AND DIFFERENT STORIES EVERY TIME. INCOMPETENCE AND COULDN'T CARE LESS.

CLAIM NO: 100-057-4293

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