We just had a terrible experience with AXA PPP.
My 14 year old son had an accident whilst skiing and consequently had his knee ACL torn and the meniscus severely damaged.
AXA had initially provided full cover for the ligament reconstruction surgery, which lasted several hours due to the meniscus damage and other ligaments' complications.
They also initially authorised 6 months of physiotherapy.
Towards the end of the six months the AXA approved surgeon/specialist clearly stated in writing that, due to the age and further complications, my son required another 6 months of rehabilitation.
AXA initially agreed in writing to the extension, stating very clearly that they were happy to cover the treatment until the approved specialist advised so.
They also advised, as a proviso, that they wouldn't cover the treatment forever as they do not cover "cronic" conditions, although I would challenge anyone to prove that an ACL tear for a 14 year old boy is a "cronic" condition, especially after just 6 months of therapy.
A few weeks later after the agreed extension, however, they stopped making payments to the approved physiotherapy provider.
When I called to request clarifications I was put on a lengthy hold, about an hour long, whilst they decided irrevocably that the cover would stop at 6 months notwithstanding their prior written agreement to extend it.
I was told that the final decision was based on an alleged "term" that is definitely not included in the "membership handbook", which is the only document myself and my own company were provided with.
I raised immediately a complaint and, after 8 weeks (when they didn't even call me to hear my side of the story - so much for a thorough investigation!), they wrote confirming exactly the same previous decision, confirming that the 6 months duration was based on the alleged "term" (providing absolutely no evidence or a copy of the term) and even adding a written statement saying that the decision had nothing to do with my son's clinical needs or conditions!!!!!!
ABSOLUTELY UNBELIEVABLE!!!!!
This so called "term" that nobody has ever seen (and consequently agreed too), except for them, could mean that anyone could be given only half, or no treatment at all, simply because AXA clearly cannot care less about your medical needs and conditions.
They even had the face to send me £100 as a "good will gesture", whilst the treatment cost is in the thousands of pounds.
It's clinically proven that, given my son age and complications, the physiotherapy should last at least for a year. There are plenty of medical papers proving this in black and white!!!!
PLEASE STAY AWAY AND USE OTHER INSURANCE COMPANIES WHICH HAVE REAL HONESTY AND TRUE INTEGRITY!!!!!
WHAT A SCAM!!!!
Reviewed on: 22nd August 2023
We just had a terrible experience with AXA PPP.
My 14 year old son had an accident whilst skiing and consequently had his knee ACL torn and the meniscus severely damaged.
AXA had initially provided full cover for the ligament reconstruction surgery, which lasted several hours due to the meniscus damage and other ligaments' complications.
They also initially authorised 6 months of physiotherapy.
Towards the end of the six months the AXA approved surgeon/specialist clearly stated in writing that, due to the age and further complications, my son required another 6 months of rehabilitation.
AXA initially agreed in writing to the extension, stating very clearly that they were happy to cover the treatment until the approved specialist advised so.
They also advised, as a proviso, that they wouldn't cover the treatment forever as they do not cover "cronic" conditions, although I would challenge anyone to prove that an ACL tear for a 14 year old boy is a "cronic" condition, especially after just 6 months of therapy.
A few weeks later after the agreed extension, however, they stopped making payments to the approved physiotherapy provider.
When I called to request clarifications I was put on a lengthy hold, about an hour long, whilst they decided irrevocably that the cover would stop at 6 months notwithstanding their prior written agreement to extend it.
I was told that the final decision was based on an alleged "term" that is definitely not included in the "membership handbook", which is the only document myself and my own company were provided with.
I raised immediately a complaint and, after 8 weeks (when they didn't even call me to hear my side of the story - so much for a thorough investigation!), they wrote confirming exactly the same previous decision, confirming that the 6 months duration was based on the alleged "term" (providing absolutely no evidence or a copy of the term) and even adding a written statement saying that the decision had nothing to do with my son's clinical needs or conditions!!!!!!
ABSOLUTELY UNBELIEVABLE!!!!!
This so called "term" that nobody has ever seen (and consequently agreed too), except for them, could mean that anyone could be given only half, or no treatment at all, simply because AXA clearly cannot care less about your medical needs and conditions.
They even had the face to send me £100 as a "good will gesture", whilst the treatment cost is in the thousands of pounds.
It's clinically proven that, given my son age and complications, the physiotherapy should last at least for a year. There are plenty of medical papers proving this in black and white!!!!
PLEASE STAY AWAY AND USE OTHER INSURANCE COMPANIES WHICH HAVE REAL HONESTY AND TRUE INTEGRITY!!!!!
WHAT A SCAM!!!!
Reviewed on: 22nd August 2023
RUBBISH CREDIT CARD AND CUSTOMER SERVICE!!! STAY AWAY!!!
I bought a very expensive kitchen appliance from a prestigious online marketplace.
After 3 months the appliance stopped connecting to the Internet, so I sent it to the manufacturer for repair.
The manufacturer immediately contacted me to let me know that the item was part of a large lot of stolen appliances, and they confiscated it as it belonged to them.
The marketplace refused to provide a refund, as the seller had already disappeared with my money, but that's a separate story and also a separate review/feedback.
Given that I was basically sold fraudulently a stolen good I was 100% convinced that Amex would have protected me fighting "tooth and nail".
In reality they found every possible way to deny me any kind of protection and refund.
Their “purchase protection” scheme was denied because the item was allegedly bought "privately" even if it was a brand new item.
The main dispute was denied basically without any comprehensible explanation although the true reason is that they operate a charge-back system, so if the merchant isn't happy with the charge-back (and who would be?) then Amex tends to favour the merchant (otherwise they might lose a big chunk of business which is a lot worse than losing just one private customer) and submit a one liner explanation which doesn't mean anything 99% of the times.
Most of the denials happened only hours (sometimes less) after I raised the disputes and there was never a way to fully understand the reason behind them. The most common explanation was "the merchant has provided their terms and conditions"...
Ok and so what? The terms of conditions of the merchant certainly don't cover selling stolen goods.
Other times the response was that I didn’t return the item. The item was a “stolen good” therefore it got confiscated by the manufacturer. Besides returning a “stolen good” to the thief? It clearly meant that they never bother to read the one pager explanation I provided with the claim.
The ice on the cake, however, was the final attempt to get a refund under the “Section 75” of the Consumer Credit Act, the law that should protect British customers better than anywhere else in the world... This was the only case when the "Dispute Team" bothered to read the details of the issue/dispute and they suddenly became shrewd lawyers and declined the refund on the legal ground that the "contractual chain" between the buyer and seller was interrupted by the marketplace. In reality the seller, to all extents and purposes, at least from my point of view, was the marketplace itself but that's a different story, one for the courtrooms…
All in all, there is just a deep sense of being completely, utterly abandoned and neglected by the one of the largest and most effluent credit cards on the planet.
Their standard "dispute" system is just a joke where they only move money from one party to another, without any shred of time/money effort spent by themselves to evaluate the facts and try to resolve the dispute in terms of what is right and fair.
It should have been a “slam-dunk” case as I had all the police reports about the theft and the consequent fraud I was subjected to.
USELESS!!! STAY AWAY!!!
Reviewed on: 12th June 2023
I have had Monzo for several years and I have always found it extremely helpful to use. I also found it very consistent as most new products start well and then soon increase fees and/or reduce benefits and free services, whereas Monzo has proved consistently to be great value for money for many years
Reviewed on: 13th April 2021
