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Distressing Experience with Eversure/AXA Claims Process – Disability Awareness Severely Lacking
When I took out insurance through Eversure, I wasn’t fully aware that AXA underwrites the policy—and that AXA then outsources the claims process to a third-party company I’d never heard of. Unfortunately, this company treated me with suspicion from the outset, and the experience has been nothing short of distressing. Last week, I had a preliminary call where I was told someone would follow up with me today. Toward the end of that call, the representative unexpectedly mentioned that a video call might be required. As someone who is autistic, I find face-to-face interactions incredibly difficult, and video calls are particularly challenging. I informed her I don’t have access to video call platforms like FaceTime. Rather than offering an alternative, she insisted I find a way—essentially suggesting I beg, borrow, or steal access—so their AI software could “analyse” me. I rarely disclose my autism, but in this instance, it was directly relevant. I disclosed it clearly, and still no adjustments were made. Today, I received the follow-up call. It opened with a cheery explanation that they’d be using software to detect if I was lying. This was a lovely touch after being a paying customer for over two and a half years without ever making a claim. The tone of the call quickly became worse. I was asked the exact date I took out the policy. I couldn’t recall it offhand and was told to “just guess.” When asked how much I paid for my camera, I again wasn’t sure—so again, “just a rough guess.” I said it would have been helpful to receive an email beforehand listing what I’d need to have ready. The agent claimed she didn’t know what information would be required—which is clearly false, as she was following a scripted process. I explained that the questioning felt more like interrogation, and that I was worried saying the wrong thing would be used to deny my claim. Her response? “Can someone else speak for you?” I said no—nobody else knows the details. Once again, this felt like something that could be used against me. At that point, I told her someone trained in disability and mental health should be handling my claim, not someone clearly unequipped to engage with neurodivergent people. I asked if I could speak to someone else, and she said bluntly: “Nobody else is available.” I asked for an email listing what would be needed for the next call, and again, I was told “it doesn’t work like that.” Another obvious lie—of course they know what they’re going to ask. They just prefer to catch you off guard. This entire process left me feeling like a criminal. No compassion, no understanding, no effort to accommodate a clearly stated disability. Just suspicion, pressure, and emotional fatigue. For clarity, I’ve used ChatGPT to help structure and clean up this review, but every word reflects my genuine experience.