Property Investors Protection Plan policy document (PDF)

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MAKING YOURSELF HEARD Property Investors Protection Plan PolicyMaking Yourself HeardIf You have cause for complaint, it is important You know We arecommitted to providing You with an exceptional level of service andcustomer careWe realise that things can go wrong and there may be occasionswhen You feel that We have not provided the service Youexpected. When this happens, We want to hear about it so we cantry to put things rightWho to contact?The most important factors in getting Yourcomplaint dealt with as quickly and efficientlyas possible are:• to be sure You are talking to the rightperson, and;• that You are giving them theright information.When You contact Us• Please give Us Your name and a contacttelephone number• Please quote Your Policy and/or claimnumber, and the type of Policy You hold• Please explain clearly and concisely thereason for Your complaintSo We begin by establishing Your first pointof contact.Step One – Initiating YourcomplaintDoes Your complaint relate to:A: Your Policy?B: a claim on Your Policy?If A, You need to contact the agent or AXAoffice who sold You Your Policy. Call thenumber on Your Policy document and stateYour complaintIf B, You need to contact whoever iscurrently dealing with Your claim and stateYour complaintIn either case, if You wish to provide writtendetails, the following checklist has beenprepared for You to use when draftingYour letter• Head Your letter ‘COMPLAINT’• Give Your full name, post code andcontact telephone number(s)• Quote the type of Policy and Your Policyand/or claim number• Advise the name of Your insuranceagent/firm (if applicable)• Explain clearly and concisely thereason(s) for Your complaintThe letter should be sent to the persondealing with Your complaint along with anyother material requiredWe expect that the majority of complaints willbe quickly and satisfactorily resolved at thisstage, but if You are not satisfied, You cantake the issue further42
Property Investors Protection Plan Policy MAKING YOURSELF HEARDStep Two – If You are still unhappyShould the response You receive beunsatisfactory please refer the matter usingthe relevant details belowDoes Your complaint relate to:A: Your PolicyB: a claim on Your Policy?If A, ask to speak to the Branch Manager.Where they cannot assist they will ensureYou are put into contact with the person whocan resolve Your complaintIf B, please contact the relevant ClaimsOffice, details of which You will havereceived following notifying Us of Your claimStep Three – ContactingAXA Insurance Head OfficeIf Your complaint is one of the few thatcannot be resolved by this stage, write to theHead of Customer Care who will arrange foran investigation on behalf of the ChiefExecutive:Head of Customer CareAXA InsuranceCivic DriveIpswichSuffolkIP1 2ANTel: 01473 205926Fax: 01473 205101Email: customercare@axa-insurance.co.ukStep Four – Beyond AXAIf we have given You our final response andYou are still dissatisfied You may refer Yourcase to the Financial Ombudsman Service(FOS). The FOS is an independent body thatarbitrates on complaints about generalinsurance products. It will only considercomplaints if:• We have provided You with writtenconfirmation that Our internal complaintsprocedure has been exhausted• Your Business has a turnover of lessthan £1,000,000The Ombudsman can be contacted at:Insurance DivisionFinancial Ombudsman ServiceSouth Quay Plaza183 Marsh WallLondonE14 9SRTel: 0845 080 1800Fax: 020 7964 1001Referral to the Ombudsman will not affectYour right to take legal action against UsOur promise to You• Acknowledge written complaints promptly• Investigate quickly and thoroughly• Keep You informed of progress• Do everything possible to resolveYour complaint• Learn from Our mistakes• Use the information from complaints tocontinuously improve Our service43
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Property Investors Protection Plan policy document (PDF)

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