AXA UK Car and Home
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Going downhill
Firstly, courtesy car is only provided if your car is being repaired, not if it a total loss and in the pound waiting to be collected by the third party AXA uses called CoPart. Advice - ditch copart. They have an SLA of 3-5 working days from collecting the vehicle to confirming the settlement. But it takes them 2 weeks to collect the vehicle! Copart then gave me a settlement quote significantly below AXA so had to ‘negotiate’ it up albeit not to what AXA initially provided. AXA washed their hands of my claim, didn’t return my emails in the expected ‘5 business days’. I had to chase for an update on my claim as no one was keeping me informed on where it is, just went into a one month black hole. In the meantime I’m cancelling important medical appointments and putting my life on hold. AXA used to have great empathy and customer service, not sure what’s happened to change the culture. Update: AXA swiftly contacted me and fully investigated the matter. Found there were faults on their side and offered compensation.