Review Time
I had my passport stolen on holiday. I had a police statement backing it up. It still took over a 45 days for settlement then when it was finally sent it was missing the amounts covering both my return flight and the cost for a replacement Passport. Don't try ringing. They only deal with emails. If you try to ask to be put through they can't. They musn't have phones in their offices. Absolutely disgraceful. The hoops I've had to jump through to get my rightful claim and promises they made and then broke. The icing on the cake was one of the documents they required was my passport. My heart sank when I first rang and they said they were underwritten by AXA. You don't become an insurance giant by paying out on claims and my experience had borne this out.
Getting the insurance originally was simple and a very good price. However, after getting insurance I had a GP appointment. As stated in their conditions, you must declare this. So, my partner and I emailed to inform them of this change, and were told we had to wait until 72 hours before the trip to phone up and sort it (which contradicts what it says on their website but never mind), as it cannot be done over emails and their phone lines are busy, so wait until it is urgent. We did this and phoned the given number 3 days before - no answers. 2 days before - no answers. The day before we were due to leave - no answers. Goodness knows how many times we phoned! Every single time we were met with a message saying ‘call failed’ or similar. We checked every time that we had the right number, tried ringing on different phones incase it was our end failing (it definitely wasn’t), emailed them to ask what was happening… Their response was that the phones are busy and we need to wait. We were not placed on hold or in a queue, the number just wouldn’t ring! Ended up having to go on holiday without valid insurance so thank goodness nothing went wrong. Would not be using them again.
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Southdowns Insurance services Ltd is a General Insurance Intermediary located in West Sussex. We are licensed and regulated by the Financial Conduct Authority. Our authorisation allows us to arrange and assist in the administration of non-investment insurance contracts. You can check our entry on the FCA website at www.fca.org.uk.
We currently provide sales and service support for an International General Insurance Intermediary but also offer our own products underwritten by within the AXA group.
Our sales and service agents are experienced, knowledgeable and efficient, dedicating equal time and attention to service and query calls as they do to quotations and sales opportunities. We aim to provide a service that we can be proud of and one that we would wish to receive if calling or e-mailing into the office ourselves.See more
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