Axa probe holiday cancer claim

Aug 31 2008 by Ian Robson, Sunday Sun

AN insurance company has launched an investigation into the way it handled a claim.

The probe by holiday cover specialists Axa will look at allegations of poor customer relations.

It follows a claim by John Turnbull after he was diagnosed with cancer.

John had to cancel his holiday but Axa said they needed more time to consider an offer.

Daughter Sharon Milburn complained because the insurance company wanted to check the date of diagnosis, even though it was on a medical certificate.

Sharon said: “Axa requested a letter from my father’s GP to confirm the date of diagnosis of his cancer.

“This is despite having a medical certificate and additional hospital documents stating clearly the date as being May 9.

“They are not prepared to accept that a type-written page of events, supplied by us, has a typing error giving the wrong date of diagnosis as April 9.

“I am appalled that a date of diagnosis of such a serious illness cannot be taken from the official sources and documentation that Axa themselves requested.”

To add insult to injury, Sharon, of Hexham, Northumberland, claimed staff at Axa were arrogant. She said: “When I conveyed my frustrations, a member of staff suggested that I felt this way because he hadn’t put a cheque in my hand.

“I am astounded by the arrogance of this man. His reply left me speechless.

“This attitude and level of customer service is totally unacceptable.”

I passed the complaint to Axa, who said a decision to meet the £1500 claim had already been taken.

A spokeswoman said: “A decision to settle Mr Turnbull’s claim was made.

“A cheque was submitted shortly afterwards and has now been received by Mr Turnbull.

“Considering that Mr Turnbull booked his holiday shortly before receiving his diagnosis for cancer, and there were some discrepancies around the consultation dates given, it was necessary for us to request additional information.

“We are looking further into the complaints regarding the level of customer service.”