We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 88 results
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Decision Reference DRN-2610690
2 Jul 2021 AXA PPP Healthcare Limited UpheldInsuranceDRN-2610690 The complaint Mr M complains about the way AXA PPP Healthcare Limited handled a medical expenses and repatriation claim he made on his travel insurance policy. Mr M’s represented by Ms M. What happened Mr M was abroad in December 2019. Unfortunately, he became very seriously un... (5 pages)View decision -
Decision Reference DRN5877243
23 Apr 2019 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr R complains about AXA Insurance UK Plc’s service under his travel insurance policy. My references to AXA include its agents including its emergency assistance service.backgroundMr R was travelling abroad on his own when he fell and hurt his hip. He was transferr... (2 pages)View decision -
Decision Reference DRN-4572931
13 Mar 2024 AXA PPP Healthcare Limited UpheldInsuranceDRN-4572931 The complaint Mr and Mrs J complain about how AXA PPP Healthcare Limited (‘AXA PPP’) handled a travel insurance claim relating to a medical emergency abroad. All references to AXA PPP include the agents appointed to administer claims on its behalf. What happened Mr and Mrs J an... (4 pages)View decision -
Decision Reference DRN5971956
27 Mar 2020 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Miss R complains that AXA Insurance UK Plc (“AXA”) provided inadequate customer service and caused unnecessary delays, following her becoming unwell while on holiday. Miss R’s complaint is brought on her behalf by a family member, Mr R. For ease I will refer to all submissions as having be... (4 pages)View decision -
Decision Reference DRN-4195008
16 Jun 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4195008 The complaint The estate of Ms M is unhappy with the way in which AXA Insurance UK Plc handled a claim made on Ms M’s travel insurance policy and medical assistance provided whilst she was abroad. Any references to AXA include its claim handlers and medical assistance team. Wha... (5 pages)View decision -
Decision Reference DRN5109879
26 Feb 2014 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mrs D and Mr E’s complaint is about AXA Insurance UK Plc’s settlement of their medical expenses claim under their travel insurance policy. Mrs D and Mr E are also dissatisfied with the level of service provided by AXA. backgroundMrs D and her two children were on holiday in a Europe... (3 pages)View decision -
Decision Reference DRN-4792347
10 May 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4792347 The complaint Mr D complains about how long it took AXA Insurance UK Plc to deal with his motorbike insurance claim after he had an accident abroad. AXA are the underwriters of this policy, i.e. the insurer. Part of this complaint concerns the actions of its agents for which AX... (3 pages)View decision -
Decision Reference DRN3040839
22 Jan 2015 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr and Mrs A have complained about the service they received from AXA Insurance UK Plc under their travel insurance policy when Mrs A became ill abroad. backgroundMrs A had travel insurance through her bank account through which Mr A was also insured for this trip. Whilst on holiday ab... (2 pages)View decision -
Decision Reference DRN3024449
12 Dec 2014 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr A has complained about the trouble and upset he suffered due to AXA Insurance UK Plc (“AXA”)’s mishandling of his repatriation when he was injured on holiday.our initial conclusionsThe adjudicator considered that in the circumstances AXA’s offer of £500 compensation was too low a... (2 pages)View decision -
Decision Reference DRN6328403
30 Mar 2020 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr H1 and Mr H2 complain about how AXA Insurance UK Plc (‘AXA’) dealt with a claimunder their travel insurance policy when Mr H2 was injured abroad. Mr H2 says AXA delayedrepatriating him to the UK, as a result of which his health has been affected.All references to AXA include the agents ... (15 pages)View decision
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