Claims Experience Update

Back in November 2019, I engaged with AXA Healthcare on behalf of a friend who has suffered from Parkinsons for many years.  His claims for a number of treatments had been denied and he needed help in resolving the situation. My initial impression when trying to sort this out was that AXA had been incompetent and/or careless in their dealings with this vulnerable policyholder. Marks out of ten for service? Nil! So I escalated the problem and also made a formal complaint.

Here we are, two months later and the issues are pretty much resolved. The claims that were previously turned down have now been accepted and the new individual who worked on the case has been very competent, helpful and apologetic. But here’s the thing; why was it necessary for me to get involved in the first place? And why would AXA expect a 75 year old man with advanced Parkinsons to communicate via a portal rather than an individual via the telephone?

Most of my career has been in the long term savings and investment market and my knowledge of UK healthcare very limited. What I have learned from this experience is that consumers who want to buy these products would be well advised to buy them via an intermediary. That way they will have someone to help them if they need to make a claim.