S
sceptic10
Guest
I arranged my son’s renewal for car insurance over the phone for (rang head office – call centre) Cost €2700
Certificate arrived – wrong licence number – assumed it was a typo – it was a 2 instead of a 3 rest of the reg was correct.
Informed AXA who then said it was a different model of car and was an import and wanted an extra €196 and that I had given the wrong information so I was at fault.
I disputed this and asked for a copy of the phone call recording – was told that would cost €6.50
In the meantime they would only issue a temporary certificate with the correct licence number on it.
I told them that when they sent the initial insurance certificate, along with ‘A statement of Facts’ , they had listed the car as an import – yet here they were trying to look for extra money for the same thing when asked to correct the licence number.
The girl from Axa was script perfect and would not deviate or admit that Axa could have made a mistake. She kept repeating I gave the incorrect information etc. I asked since I was renewing insurance would all the details not be there on the system. I was told since we were ‘late’ in renewing she had not got access to the information (the car was off the road for 2 mts waiting on a part). I found this a little hard to believe.
Meanwhile I went on carcheck.ie and checked out the incorrect reg number to find it was registered to a yellow JCB! Axa has this on their database as a VW Blue Motion Passat!
I rang them back about this – to be informed I again was wrong and their database was correct.
I went to the Gardai about the reg number and they checked it out and indeed it is registered to a yellow JCB!
I went back to Axa and they insisted the only reason they had a vw passat listed against that reg number was because I gave it to them. I denied this pointing out they said it was a ‘Blue Motion’, and I had no idea where they got this from as it does not even appear on the tax book. And they were also looking for additional money which they had already been paid for – that the car was an import.
I had enough, and went to the Insurance Ombudsman who felt there was something here they would take the details on and get back to me. I also approached our local AXA office. The lady there was very professional. Said she would immediately take this up and would get back to me.
Later that day I received a phone call from the local AXA office to say they would not be requesting the further amount of €196 and would be issuing a full certificate to my son but saying that his insurance could be higher next year due to the 'import'.
I am grateful to that lady in the local office but still no apology, no explanation as to how they had an incorrect database. I still am waiting to hear back from the Ombuds office.
I rang around looking for quotes for my son while waiting to hear back from AXA to find out that we could have insured him on his first named insurance for an average €500 cheaper than AXA.
Lesson learnt – loyalty does not always pay. Insurance databases cannot be trusted.
AXA will not be getting our business next year.
Certificate arrived – wrong licence number – assumed it was a typo – it was a 2 instead of a 3 rest of the reg was correct.
Informed AXA who then said it was a different model of car and was an import and wanted an extra €196 and that I had given the wrong information so I was at fault.
I disputed this and asked for a copy of the phone call recording – was told that would cost €6.50
In the meantime they would only issue a temporary certificate with the correct licence number on it.
I told them that when they sent the initial insurance certificate, along with ‘A statement of Facts’ , they had listed the car as an import – yet here they were trying to look for extra money for the same thing when asked to correct the licence number.
The girl from Axa was script perfect and would not deviate or admit that Axa could have made a mistake. She kept repeating I gave the incorrect information etc. I asked since I was renewing insurance would all the details not be there on the system. I was told since we were ‘late’ in renewing she had not got access to the information (the car was off the road for 2 mts waiting on a part). I found this a little hard to believe.
Meanwhile I went on carcheck.ie and checked out the incorrect reg number to find it was registered to a yellow JCB! Axa has this on their database as a VW Blue Motion Passat!
I rang them back about this – to be informed I again was wrong and their database was correct.
I went to the Gardai about the reg number and they checked it out and indeed it is registered to a yellow JCB!
I went back to Axa and they insisted the only reason they had a vw passat listed against that reg number was because I gave it to them. I denied this pointing out they said it was a ‘Blue Motion’, and I had no idea where they got this from as it does not even appear on the tax book. And they were also looking for additional money which they had already been paid for – that the car was an import.
I had enough, and went to the Insurance Ombudsman who felt there was something here they would take the details on and get back to me. I also approached our local AXA office. The lady there was very professional. Said she would immediately take this up and would get back to me.
Later that day I received a phone call from the local AXA office to say they would not be requesting the further amount of €196 and would be issuing a full certificate to my son but saying that his insurance could be higher next year due to the 'import'.
I am grateful to that lady in the local office but still no apology, no explanation as to how they had an incorrect database. I still am waiting to hear back from the Ombuds office.
I rang around looking for quotes for my son while waiting to hear back from AXA to find out that we could have insured him on his first named insurance for an average €500 cheaper than AXA.
Lesson learnt – loyalty does not always pay. Insurance databases cannot be trusted.
AXA will not be getting our business next year.
