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.
Dear C., the complaint reflected through your website has been taken up for evaluation by our company. Additional information regarding the matter will be provided. Sincerely, AXA INSURANCE INC. Customer Complaint Management
Dear C., an investigation has been conducted regarding the complaint submitted via your website. Based on the expert assessment, it has been concluded that the damage occurred before the policy term, and we have informed our insured accordingly. Sincerely, AXA INSURANCE INC. Customer Complaint Management
You are displaying an unserious attitude to avoid paying the claim. You have no evidence that the damage occurred before the policy term. I would like to address potential insurance customers reading this message: this is the second problem we have encountered with this company. Previously they tried to deny payment by claiming the building was old. They fabricated an excuse as if the building stock in Istanbul were brand new. This time they asked us to send photos taken before the damage. Where has this practice been seen before? Their complaints are just excuses. Even though we explained beforehand that the timestamps on the old photos could show when they were uploaded to Google Drive, they did not hesitate to hide behind this flimsy justification. It is highly likely that you will experience similar problems with this company. They are probably reluctant to pay claims because they sell residential policies with low premiums. I strongly recommend that you consider other insurance companies when insuring your home.
Axa Insurance has canceled only this policy and processed a refund to the credit card without receiving any instruction from us. They have not taken any action regarding the other policies. How can you cancel a policy without a written instruction from the customer?
