Axa Insurance Expert Misconduct and Unfair Claim Denial Complaint

Based on our home insurance policy with Axa Sigorta (policy number 617207158), which we requested in August 2025 and was issued on November 5, 2025, our property located in Sinop Merkez suffered damage following heavy rainfall in April 2026. Due to clogged and overflowing roof drains, water damage occurred in the apartment. The incident, which began on April 5, 2026, was promptly reported to Axa, and supporting video and photographic evidence was provided. Within the scope of internal water damage and insufficient insulation coverage, I requested that the damage be evaluated under the policy.

However, the conduct of the assigned expert from Samsun Sigorta Ekspertiz Hizmetleri Ltd. Şti., named Haydar, was highly unprofessional, careless, and far from acceptable standards. Our request for an on-site inspection was initially rejected with the excuse that they only visit Sinop once a week, and we were effectively forced to handle the entire process via WhatsApp. Our tenant waited for four days to be contacted, even disrupting their hospital schedule, yet the expert failed to reach out. When questioned, he falsely claimed that he had already spoken with the tenant the previous week.

Without even physically inspecting the damaged area, the expert attempted to dismiss the claim over the phone by creating baseless scenarios. First, he alleged that the notification period had expired, but once we proved that the legal 5-business-day period had not been exceeded, he shifted to claiming the damage was “old” without any on-site verification. This ignored the fact that the policy had only been issued 5 months prior. At his request, we submitted photos from 2025 clearly showing the undamaged condition of the property. Despite being informed that Google Drive timestamps would verify their authenticity, he made inappropriate and disrespectful remarks, claiming the images had been manipulated, while failing to dispute the tenant’s photos showing the actual damage.

An on-site inspection was only conducted after persistent follow-ups, approximately 11 days later. During this visit, the expert’s approach—asking misleading questions to the tenant and ignoring our suggestion to consult the building manager—further demonstrated bias and lack of professionalism.

Ultimately, after 17 days, our compensation claim of approximately $1,350 was rejected without any concrete, consistent, or technical justification. This entire process, conducted in a biased and dismissive manner, has seriously damaged our trust in Axa Sigorta.

I request that this flawed expert report—clearly violating professional ethics, misrepresenting evidence, and lacking impartiality—be re-evaluated by an independent, qualified, and unbiased expert appointed by Axa Sigorta. I also demand that the compensation we are entitled to under our home insurance policy be paid in full.

Additionally, I expect that both the assigned expert and the involved appraisal company be subject to internal review, and that necessary measures be taken to ensure that other policyholders do not face similar unjust treatment.