Miranda L.

Two & a half years ago I was the victim of malicious damage & theft,, plus escape of water & loss of rent.
My insurers AXA originally refused the claim on the basis that I did not have a crime number. I got a crime number & they continued to refuse my claim ( circa £20k in total). I complained to the financial ombudsman 3 times & 3 times my complaints were upheld. Around this time I became aware that I was actually under suspicion MYSELF for alleged insurance fraud, however when I queried this it was denied, even though everyone I dealt with, including the loss adjusters were from the fraud department!
AXA continued to refuse my claim on the basis that I had not provided the requested evidence/information. I asked for a copy of my file & was aghast to note that there was barely anything in it... no trace of the 50 plus photos of the damage, no spreadsheets ( other than one that appeared to have been "altered" by the loss adjuster), no invoices, no breakdown of the invoices, & no record of my original meeting with the loss adjuster. I queried this & was sent another file with marginally more info, but still did not contain any of the data that was missing in the original file.
I queried this with the loss adjuster & he told me that he seemed "to remember that he had to get a new phone around that tiime so the photos had got lost". I asked why, as he knew of the existence of the photos as they were all marked delivered he did not ask me to resend them. He did not reply & his superior then informed me that he was on holiday for 3 weeks. I queried the absence of a statement with my signature & was told I never signed one. ( This is true because I disagreed with the content, & asked for an amended one that was never sent). I asked for a record of the recording made at the on site meeting & was told by the representative that he had "problems with his dictaphone that day". I queried how they could make a fair offer in the absence of the account & was told the loss adjuster had typed the info during the meeting instead. I asked for a copy & was told they " didnt have one".
For the last 18 months I have been continually asked to provide the info that I DID provide but has somehow disappeared. I have been offered £2k & told that if I did not accept they would close the case. I didnt & they closed it.
I have been in communication directly with AXA & they have told me I need a crime reference ( they have one), also said they now have the photos & allege to have a copy of a signed statement from me ( so its obvious that someone somewhere is not telling the truth).
I paid pretty hefty premiums for this policy & am absolutely shocked to the core that a multinational company could behave so dishonestly...

WIKIPEDIA
"In law, fraud is intentional deception to secure unfair or unlawful gain, or to deprive a victim of a legal right"

I leave it up to you to decide who in this case, this best applies to

Charged £5 for postage, & HoF refused to issue pre paid return label. Checked price for postage online... circa £2.50 one way.
Rubbish customer service.
Its the little things that count... wil NEVER shop with them again