Daily Insurance Industry News
Daily Insurance Industry News
Thursday 20th of September 2018
August 6, 2009

Axa sends customer details to news editor

by Brian Turner

Story link: Axa sends customer details to news editor

Axa sends customer details to news editor Axa sends customer details to news editor

Here at Insurance Daily we regularly take calls from consumers trying to contact their insurance company, and we do what we can to help.

However, we don’t expect large corporations to suffer the same level of confusion – but that’s exactly what has happened with Axa.

Today Insurance Daily via our parent, Brite Media, received a travel insurance claim form from Axa, originally intended for Heath Lambert.

It contains personal customer details involved in the claim, for which Axa states falls under dual liability with Heath Lambert.

While I’m flattered that Brite Media is thought to own Heath Lambert, it is extraordinary that anyone at Axa could mistake Heath Lambert’s postal address to a completely different and unrelated company – and send private and detailed customer information to a news editor instead.

I called Axa on the number provided on the covering letter, and during a ten minute conversation with a person called Mike, he tried to stick to the line, “I’ll send it to the relevant department and send it to the correct address.”

After pushing hard to get Mike to escalate the issue, he eventually put me on hold to speak with a colleague, to which he then advised that I should destroy the document while they resend.

Perhaps sending customer claim details to a news editor doesn’t seem a big deal to Axa’s front line call centre staff, but I would much rather we not suddenly be deluged with post from Axa whenever they seek to correspond with Heath Lambert, or any other insurance company for that matter.

In the meantime, the irony is, the slogan accompanying the Axa logo states: “redefining service”.

That you are, Axa, that you are. :)


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