Axa refused to pay my travel insurance claim … then ignored me |  Money

Axa refused to pay my travel insurance claim … then ignored me | Money

I filed a $414 (£359) travel insurance claim with Axa final October after struggling dehydration within the US. Ten months later, it nonetheless has not been handled. I had supplied all of the requested paperwork, together with three years of medical historical past from my GP, and in January I used to be known as to be informed my claim had been permitted.

Nothing arrived, so I known as once more in March. After an hour, I used to be informed the claim was nonetheless being processed.

In May, I then acquired an e-mail stating it had been refused, and requesting 5 years of medical data to see if that will change the end result. I duly did so, and received affirmation of receipt in June.

That was the final I heard. I’ve emailed, and calls simply drop after ages caught within the queue.

LH, London

Customer experiences on the overview web site Trustpilot inform an analogous story of indefinite waits within the phone queuing system, calls minimize off and emails ignored. It’s possible you would be marking the anniversary of your claim in limbo if I hadn’t roped within the press workplace.

Axa didn’t deal with my questions on staffing ranges, nor did it clarify the verbal promise to pay out in March, however it did admit that you just had been let down. It says that your claim was refused since you didn’t declare a earlier urinary tract an infection (UTI) whenever you took out the coverage.

However, it would now pay out to make up for its poor service. You that, though your docs within the US initially suspected a UTI, the following lab report recognized insisted dehydration.

Pre-existing medical situations are a vexed problem for travellers. Application varieties require prospects to element each ailment for which they’ve sought medical recommendation over the previous two years or extra, and insurers can seize on a forgotten minor sickness to refuse paying out for an unrelated main one.

The utility type in your coverage required you to record any situations for which you’ve got been prescribed remedy over the previous two years. I discover it troubling, due to this fact, that Axa required your medical data for the previous 5 years. I put this to the corporate, which replied evasively that it had initially requested for 2 years’ price.

To the Financial Ombudsman Service, an insurer can moderately reject a claim that has nothing to do with a pre-existing situation, if they’ll present that they might not have allowed the coverage to be taken out had the situation been disclosed. Axa tells me that, had it been conscious of your earlier UTI, it will have bought you a special coverage.

Martyn James of complaints web site Resolver says some insurers delve into medical data searching for a purpose to keep away from a payout. “It’s known as fishing,” he says, “and it is in all probability extra widespread that we all know, as a result of most individuals simply settle for it when a claim is refused.”

Price comparability web sites have a tendency to steer prospects to the most cost effective insurance choices that seem, in abstract, to have them coated for many eventualities.

It’s within the phrases and situations, which few absolutely learn, {that a} myriad of exclusions and restrictions are detailed. It’s due to this fact important to learn them and declare each ailment you may recall, nevertheless insignificant – even when it dangers growing the premium.

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