Where to complain to AXA breakdown assistance - waiting over 2 hours.

dillo2k10

Hi,
does anyone know of a email address for AXA assistance for complaints, or should I just send it to their general email address?

They left me waiting OVER 2 hours today !

testicle

Boo Hoo. How long do you expect to be waiting?

And more important, what's their SLA?

dillo2k10

testicle wrote: »

Boo Hoo. How long do you expect to be waiting?

And more important, what's their SLA?

Not that long, when paying for it they said that most people get assistance within 40 minutes.

Whats an SLA?

-Corkie-

You must have been on the M50 this morning so???

biko

Service Level Agreement
It's a doc that outlines what service you pay for.

It might say they have to make their best effort to assist you at roadside, or it might say within 3 hours.

CiniO

After my wife wrote off a car few months ago, we were waiting for towing truck for 5 hours.
Insurance company offers as well complementary car for 5 days in such case, but this car was never brought to us even I asked for it. Instead I was told I'll have to go to the garage which they are dealing with to pick up this car, and then return it 5 days later to the same garage.
Problem was that garage was 80km away, so there was no point for us to do it, as cost of getting there would be more than what we could gain from complementary car for five days.

Maybe I was screwed as well and should make a complaint to insurance company. What do you think?

unkel

Lads, if you want a proper service, join the AA. If you want a freebie, then you might have to wait a bit when your cars breaks down. I have no doubt they AXA have covered themselves in their T&Cs. Complaining would be futile.

-Corkie-

CiniO wrote: »

After my wife wrote off a car few months ago, we were waiting for towing truck for 5 hours.
Insurance company offers as well complementary car for 5 days in such case, but this car was never brought to us even I asked for it. Instead I was told I'll have to go to the garage which they are dealing with to pick up this car, and then return it 5 days later to the same garage.
Problem was that garage was 80km away, so there was no point for us to do it, as cost of getting there would be more than what we could gain from complementary car for five days.

Maybe I was screwed as well and should make a complaint to insurance company. What do you think?

I remember that as I passed you on the road. If only I had known it was yourself I could have helped out.

CiniO

-Corkie- wrote: »

I remember that as I passed you on the road. If only I had known it was yourself I could have helped out.

Heh I remember you were writing about it earlier.

That's what called co-incidence, as I doubt any people from this forum go to that area often

Luckily my wife was fine, so there wasn't really any help needed.
And in the end towing truck barely managed to get it off the ditch, so there was absolutely no other way of getting the car out.

Thanks.

For Forks Sake

dillo2k10 wrote: »

Hi,
does anyone know of a email address for AXA assistance for complaints, or should I just send it to their general email address?

They left me waiting OVER 2 hours today !

http://whitewhine.com

dillo2k10

unkel wrote: »

Lads, if you want a proper service, join the AA. If you want a freebie, then you might have to wait a bit when your cars breaks down. I have no doubt they AXA have covered themselves in their T&Cs. Complaining would be futile.

It wasnt free, I had to pay for the Breakdown Assistance

unkel

dillo2k10 wrote: »

It wasnt free, I had to pay for the Breakdown Assistance

You sure? The breakdown assistance is usually included in the standard comprehensive insurance policy.

galwaytt

dillo2k10 wrote: »

Hi,
does anyone know of a email address for AXA assistance for complaints, or should I just send it to their general email address?

They left me waiting OVER 2 hours today !

Well God help if you ever have to go to A & E - you might be putting a '4' after the 2 !

Really, you think 2 hours to be rescued is long ?

alias no.9

In my experience, when you use the breakdown assistance from an insurance company, you'll get a form in the post a few days later asking you for feedback on the service. This is because it is usually contracted out to a local guy in each region so they like to keep track of how they're performing, so it's your opportunity to complain.

The one time I had to use it was after hitting a dog on a wet and windy new years eve a few years ago, many miles from home, and the guy was out in 20 mins, I was never so happy I had breakdown cover.

keithclancy

2 hours !!! haha ... I would consider that reasonable.

I will NEVER EVER skimp on this free/cheap breakdown cover with Insurance cover crap again.

Heres my story.

Had cover with Route Mobiel via my Insurance Broker, Independer.

Left Eindhoven at 7am to go to Werchter in Belgium (Rock Werchter)

Driving down the Antwerp ring car does dead, loses power, pulled into the hard shoulder, which the Belgians had done away with, its now a bus lane.

Got out and stuck up my warning triangle about 150 meters down the road.

Called the Route Mobiel and requested a Tow Truck, they said they'd send someone from a town up the road, he'd be there in around 15-20 minutes, they say that they'll bring us to a Volvo Garage and arrange a similar replacement car for our weekend trip.

1 hours passes, call back, they say he'll be there in 15-20 minutes.

It continued like this for 4 1/2 hours and it was 32 degrees, Belgian Bus drivers stopping saying "You can't park here"

Eventually a Tow Truck turns up, with Dutch plates clearly he didn't come from "Just up the road". At this stage the battery is well dead from 4 1/2 hours of the hazards being on.

Give him our address in Eindhoven, he says he'll take us to somewhere nearby in Terneuzen, I never heard of it before but I wasn't living in Brabant that long, though, well whatever this is better than sitting at the side of the road.

On the way there I'm thinking, why are we heading towards the Hague ?

Get there, check map, can't believe it, the a$$hole has taken us to Zeeland over in the West of NL and we live in Eindhoven in the East of NL.

Call Route Mobiel,

Similar replacement car was coming, a Hyundai i10.

They seemed to think the whole thing was funny, the guy was laughing on the phone at us, after repeated phone calls and reading the contract (stating it covers recovery to your home area within 10km and a Rental car of Similar size)

Told them we wanted:
A. The car and us brought to Eindhoven where we should have been in the first place.
B. A car of similar size to the car covered in the policy (An i10 is not similar to a Volvo V50, plus we had a load of camping gear)

We got the "You don't understand how things work in Holland, you are only on Holidays, why do you car"

My wife was on the phone at that stage, I had blocked in the recovery driver so he couldn't take off and leave us there.

She said "We've lived in the Netherlands for 4 years, we have Legal Insurance, if you like we can pay for this ourselves refer this matter to the our Legal Insurance and then send you the costs as you have violated your terms and conditions agreed in the contract"

After that the recovery driver brought us to another recovery company in Eindhoven, they were really nice, gave them the number of my local mechanic and they sorted everything out, had a Ford C-Max waiting outside told us to go enjoy our Weekend.

Drove to Werchter then, got into the Town at 7.30ish, was queueing almost 3 hours, setting up the Tent in Almost darkness was not fun, on the bonus side since we were last in we were closest to the campsite.

Left Eindhoven at 7am.
Got to Destination at 10pm

Distance to Destination: 90.6km

Travel Route: Link

Will I ever take cheapo breakdown cover again ?

No

Went with ANWB the year after (National Equivolent of ADAC/AA)

'Free' Breakdown cover is free for a reason.