“AXA made 93Million pounds profit so why do I have to hold on the line for 35 minutes listening to the same inane message about the website which in this instance cannot solve my problem whilst also hearing “how important my call is to them”
It is a disgrace. INVEST IN MORE PEOPLE”
“They appear to not have any customer service agents at all - I've not been on hold for more than an hour. For the cash back packages (therapies like osteopaths etc) you have to get a referral and permission to attend prior - there is no way to do this easily online and no one is answering the phone! My previous employer had a Health Plan perk package which was so easy to use - this appears to be designed to discourage usage... le sigh.”
“Absolutely dreadful.. I have held on the phone two hours today...and am still holding..you cannot get through to anyone .. all it ever says is sorry we are really busy.. WELL IF THAT IS THE CASE EMPLOY MORE STAFF... Dreadful.. I used to rate this company... AVOID AVOID.. by the time they answer you will probably have died of your illness or it will have got better on its own.... AWFUL AWFUL AWFUL”
“simply impossible to get through on the phone. How can a business persist with this type of service. If you are a personal member, try elsewhere. If you are an employee, ask your HR departmentr to threaten to move the group program.”
“Hi Lisa,
I was notified by Lynn in your cancer care team at the beginning of October that I was not covered for HIFU but she did not know why. I asked to raise this as (a complaint). I was extremely upset and confused amongst many other emotions and was tearful on the call.
This is the start of my first flagging to speak to someone senior. She assured me it would be passed to her seniors to address. No one called me.
A report was requested from my consultant which was duly sent on October 12th confirmed to me by her secretary.
I find it extremely annoying and rather rude/sad to intimate that it's my sides fault for lack of any response.
We are now on December the 18th and finally after EIGHTY DAYS I was finally told why I couldn't have the HIFU procedure. Really? 80 DAYS. I can ship goods from China by train via Poland in 70 days.
This could of been told to me on day number 1 or possibly 2.
I chased and chased. I sent emails. I phoned. I broke down and cried. I had nothing from you. Nothing.
I asked for a senior manager or director of the cancer care team to call me and was assured this would happen. It didn't. I asked for this to happen due to the sheer incompetence of the lady who called me from the cancer team to tell me exactly what I knew at the start of October.
The disbelief from me when I asked her "why has it been refused?" to which she replied was "I don't know" I literally cried inside. The depths of my emotional well being hit rock bottom.
I emailed your CEO and on the back of that you sent me an email stating you would resolve this in a maximum of 5 days. Five days later and nothing. No email or phone call from you. Nothing.
Why have you even sent me a letter with a defence in it. No one listened at any stage to what I was asking which is WHY CAN I NOT HAVE THIS PROCEDURE.
The simple fact that you asked my consultant for a comprehensive report led me to believe that there was hope. You literally strung me along for 80 days.
You actually treated me disgracefully and to rub salt into the wound, you never had any intention to go forward with this procedure as your letter clearly states"it falls outside the scope of your cover"
Your letter is apologetic but then uses defences to try and push the blame back onto me. Again this is just disgusting behaviour. Be a man. Take it on the chin.
Your letter states "consider radical prostatectomy" , I've paraphrased here. You Did you not even read the letter sent by my consultant or the phone conversations I had. I do not want to this procedure. Full stop. I'm an alpha male aged 50. Even my wife doesn't want me to have this procedure. Do you even know what this entails and the possible consequences.for me both physically and mentally.
The trauma you have put me through can actually be put into words, by my counsellor whom I see every week.
You have destroyed part of me mentally and emotionally.
You failed me at every possible turn. I
I have now just thought of another email someone sent me recently stating "we have 10 days to come back to you as you are a trust member", and guess what, that didn't happen.
For today, I hate your company and everything it stands for. At no point did anyone, including yourself, think "God this guy's been treated really poorly let's get this resolved"
No one in the "cancer care team" thought to actually 'care" for me.
No humanity.
No compassion.
No professionalism.
Lynn wasy dedicated person but she simply vanished.
The only person to date, to have any backbone was Claire, when she called today.
I am utterly disgusted and emotionally battered by your negligence towards me.
Can you let me know, other then the trust, what recourse I have for financial.compensation for trauma you have put me through.
Thanks
Andy”
“Extremely poor service, I have an issue with my eyes, I submitted a claim to AXA PPP eights week ago and chase for an update 1 to 2 times a week. AXA PPP haven't even told me if the claim is accepted yet. They give no real reason for this delay. It seems to be a case of AXA PPP dragging their heels for as long as possible without any regard to customer service.
My GP has said that surgery is required and provided an open referral for this before I submitted the claim.
It is the worst customer service experienced I have ever received. I will be asking my HR department to seriously review whether they renew the policy with AXA PPP next year.
I don't often complaint but the service truly is awful! If you like to constantly case for an update and receive non-committal replies without ever approving the claim then AXA PPP are for you. They take your money and just play a game of let's drag this out whilst of course still taking the monthly premium! I could understand if my claim was outside of eligibility but it isn't excluded in the policy docs and looks like it is included!
If like me you expect a reasonable service, organisations are not perfect but you know I had hoped that private medial insurance was actually worth having then take your business elsewhere.”
“Paying 15’000€ per year for an insurance that is not covering you, asking you to call them before any medical treatment, having to fill up 6 pages of declaration before any medical treatment. This is the worst experience I had so far in terms of medical insurance and I really recommend you to never trust them if you want to get treated and covered in case of emergency.”
“Service not a patch on what it used to be. It's impossible to actually get through to them by phone without taking time off. They sent me to see 2 consultants who have been as much use as a chocolate teapot. One consultant sent me for a scan at a hospital and as I couldn't get through to AXA on the phone I had to go along with it as I was in, and still am, in considerable pain. They now claim they won't pay for this scan as it wasn't done at one of their recommended places so I am now £300 out of pocket. I have no idea why this particular consultant sent me to this hospital other than he is trying to put money into the nhs but I have a feeling he knew all along that my insurers wouldn't pay. This consultant has just left me with no follow up and no idea why I am still in pain and the whole thing has taken months from start to finish, which defeats the object of having private health insurance. I have raised a complaint over 6 weeks ago and I still haven't received a reply. I am going to speak to my employer to see if they can change who they use.”
“I'm a person who likes to post positive reviews where due and almost never do the negative ones. Doubtless I am completely wasting my time posting this but such is our crushingly negative experience with this uncaring incompetent money-sucking parasitic organisation that I am happy to go out of my busy way to tell the world about their performance in the hope of even possibly saving another easily-fooled prospective customer (as I was 12+ years ago) from the utter waste of money and infuriating experience I have enjoyed at their mercy.
For the avoidance of doubt, I can't urge anyone strongly enough to AVOID this company and can't speak criticizingly enough of them.
I returned to the UK in 2010 with my young family having lived abroad for 10+ years where we'd been in the habit of having private healthcare. Hearing all those stories of woe in the NHS we decided to get insurance here and after shopping around settled on "Health On Line" who were subsequently acquired by AXA and incorporated into their PPP Healthcare "service". For 12 years we (as a family of 5) have happily paid our insurance premiums which have steadily risen, this year due to be around £3K. Happy customers. But then we can cause to contact them with a view to potentially (just an enquiry) making a claim to use the service. I'm struggling to not swear in describing the misery that followed. Let me briefly describe the very many attempts to make contact (web, email and phone) e.g. countless (20+) phone calls for 30+ mins waiting never once getting through to anyone, only hearing some utter BS message about long wait times, staff shortages and Covid working practices - come on, this is a private insurance company! Precisely the reason people pay for the membership is to avoid all those shortages and delays and problems. Where have all the thousands of pounds gone that I and countless others have paid them? Staff parties? Surely they could hire a couple more call centre people or just outsource to India or do something that will result in a customer experience better than a kettle full of warm vomit? Eventually we had a response after waiting more than a week via their online membership portal which when trying to complete the process resets after just a few moments 'inactivity' - basically their entire customer service system seems designed to discourage anyone from talking to them. But after persevering and waiting 7+ days for a response it was a piece of canned text basically saying bugger off.
We cancelled our Direct Debits in disgust.
Now if that happens with an organisation who even very slightly care about anything remotely relevant & important to standard business principles you'd expect them to write a letter (or even phone!) asking for feedback, making some vague attempt to understand the reason in the hope of retaining that customer... we're 5 members for 12+ years. After a wait we received an AXA branded standard letter saying membership will end but if we have financial problems we should contact some gvt help/advise sources. No attempt to retain our custom or understand the reason for leaving. Heaven forbid that we might have become discontented and/or they done something wrong. I really hope some customer service or quality training course content researcher find this and uses this as a stand out example of truly terrible disastrous service and an approach by a contemptable huge unwieldy uncaring organisation unfit to stew in their own juices.
Well AXA we left not because we can't afford your membership fees but because you suck. And hey I'm just moving up the management level where I'll get to influence staff benefits and private insurance is on my list. Guess who I won't be using, so that's at least 20 customers you've lost from me alone - and with luck others will see this and be discouraged from going anywhere near you.
All I can say is GOODBYE & GOOD RIDDANCE AXA PPP HEALTHCARE I wish I had never been your customer, let alone my whole family for 12 years. At least I will waste no more money.”
“If i could leave zero stars i would. If you call sales they pick up the phone within a minute , if u call claims you have to wait at least an hour to get through. I made a claim online on 1st November , now its the 18th November , no response and i am currently waiting on the phone and have been for nearly an hour. I have paid then approx £5000 in monthly installments over 5 years and used them once (phoned up and waited for 90mins to claim) They dont look after their customer base but are keen to keep taking on more and more customers when they clearly dont have the staffing levels to look after their current customer base.”
“As an ex AXA customer (now with a different service) all I can say is that customer service is very poor and waiting times to contact the AXA team is beyond belief.”
“I'm an AXA health customer. Current level of service is awful, I've tried 4 times to get through to them over the last 2 weeks, and waited over 30 mins on 3 occasions and got no answer. On one occasion after 22 mins, phone got cut of ??
Registered claim on line on 13th Sept (its now 27th Sept) and still no authorisation.”
“TERRIBLE customer service. They make it impossible to contact them. DO NOT USE THIS COMPANY. I have tried calling five times and waited over an hour and still not got through. I have tried messaging on their portal and had no response. It has been over 3 weeks since I put my claim in and nothing from them. They are thieves - they take your money then make it impossible to get a claim authorised. AVOID AT ALL COSTS...”
“Unethical, keep pushing for more and more very personal documents and details to prove you need medical support, pushy and cornering, takes a very very long time to get anywhere if at all with them. Waste of money.”
“Absoutley terrible wait times, now 3 days trying on the phone
Secondly the online portal is useless as you cannot even add a request for an MRI after having an approval to see a consultant
I am glad my condition if not that fatal!”
“Numerous attempts to contact AXA on both the general line and members line.If you have one hour plus to spare then this is what to expect,lodged complaints but only generic answers returned.Luckily i'm in a company scheme but if i was paying personally i would avoid.”
“Terrible company - I have AXA healthcare cover through my work so I didn't have a choice but to use them. I was given a "dedicated contact" as this was cancer related, but they never respond, they simply don't care and no one there wants to help you.
They constantly reject claims even though they are within policy, they do eventually get paid but they will make you jump through hoops with unnecessary paperwork and automatic rejection notices even though your claim is valid. At a time when things are stressed and you need some support this is honestly the worst company for healthcare cover.”
“After months of delays getting an operation, and finally many more months of being unable to perform it due to coronovirus, my employer "spun out" to form a separate legal entity. I went from an AXA policy, to an identical AXA policy. The only change is the legal entity paying it.
This apparently makes my condition "pre-existing" and not covered. I had multiple calls with them. Apparently there is simply no way I can have the treatment I've been waiting 6 months for, because my policy changes in a few weeks.
I'm shocked. I asked the lady on the phone - what if I was having chemo or something? Or I was actually staying in hospital when my policy changed? Oh, she said, casually, your treatment would end.
Want health insurance for piece of mind? Yeah. You won't get it. Seems the only thing you can trust to actually care for you is the NHS. Wish I'd kept that process going because I would actually have gotten treatment by now. I thought private was supposed to be quicker.
The process was awful to deal with too. I had to do all the administration, ringing secretaries, arranging dates (that were then cancelled by AXA as the doctor they told me to contact didn't do operations in a hospital AXA supported... A total mess the whole process).
After my official complaint, AXA decided they had done a bad job! Great! I got £50 back... Didn't even cover the £100 excess. So they admit to being rubbish, but I'm still left worse off, and suffering with a condition for many more months than I should have.
Awful, awful experience.
Funny thing is I'm still a "customer". My condition just suddenly changed to pre-existing mid treatment. You can bet I'm not going to bother using them though.”
