AXA Prioritizes Budget Over Driver Safety – My 37-Day Struggle
I am a policyholder of AXA Sigorta’s “Extended Maximum Kasko” for my 2025 Opel Mokka 1.2, regarding claim 11968271. Since my Jan. 25 accident, my experience with AXA Sigorta Türkiye has been completely unacceptable and far below the global standards the AXA brand claims to represent. From the day of the accident, the process started with serious neglect. When I called AXA, they opened a claim over the phone and arranged a tow truck, but I had to wait on the highway for about 2 hours, even though it should normally take no more than 30 minutes. This was both unsafe and stressful, and it created the first serious doubt about AXA’s commitment to customer safety. My vehicle was then sent to the authorised repair facility, Onatça Vizyon in Adana, Türkiye. The service prepared a factory-standard repair estimate of 1,386,915 TL (approx. 38,500 USD) to restore all critical safety systems, including the dashboard, airbag module, and impact sensors. However, the expert assigned by AXA Sigorta is pushing this amount down to around 500,000 TL (approx. 13,900 USD), clearly prioritising cost-cutting over my safety and the vehicle's structural integrity. For 37 days after the accident, I received no meaningful updates, explanations, or support from AXA Sigorta. I have been left completely alone to manage this process. A global insurer ignoring its insured for more than a month, especially in a case involving critical safety components, is unacceptable. My concern is not about comfort, small gestures, or temporary solutions. My priority is my own safety and the safety of others on the road. AXA Sigorta is clearly prioritising its own cost savings over restoring my vehicle to full, factory-level safety. This situation undermines my trust not only in AXA Sigorta Türkiye, but also in AXA as a global brand. I demand that AXA Sigorta either approve the full factory-standard repair as quoted by the authorised service, including all airbag and sensor systems, or, if this is not acceptable to them, proceed in a transparent and professional manner according to the contractual provisions, such as the “New Value” clause. I expect AXA to act professionally, to prioritise safety over budget, and to provide a clear, written resolution in line with both the policy and the manufacturer's safety requirements, rather than manipulating the process to avoid their responsibilities.
Dear Mr./Ms. Ç., the complaint submitted via your website has been taken up for evaluation by our company. Additional information on the matter will be provided. Sincerely, AXA INSURANCE INC. Customer Complaint Management
Today I spoke with the Adana regional representative. Through a very constructive and rational communication approach, they eliminated uncertainties, provided data that will allow me to act more proactively, and supplied the factors explaining why the system should build trust with me. Our communication continues. I will share the developments.
I had a meeting with the Adana regional representative today. They communicated in a highly constructive and rational manner; they effectively addressed uncertainties, offered data that enabled me to proceed with greater foresight, and provided grounds for me to regain confidence in the system. We remain in contact, and I will keep you informed of any further developments.
The investigations concerning the application submitted through your website by Mr./Ms. Ç. have been completed. We would like to inform you that we have reached an agreement with the insured regarding the total loss. Sincerely, AXA Insurance Inc. Customer Complaint Management
Dear Sir/Madam, I thank you because the process has been completed and I am pleased with the output we obtained during the process. However, I believe that, similar to my experiences in other countries, the final output should be delivered by your representative, and I should not have to make additional efforts (regulatory and literature research) for this. I would also like to reach these results as an ordinary person who cannot analyze these processes, rather than as a researcher. Furthermore, I would be pleased if you take into account that it took a total of 52 days for me to reach the result, which in some way indicates that the procedures and information flow diagrams are not yet sufficiently developed, or at least not at a level that can accommodate the processes evolving in this case. With the hope that your standards will be developed in ways that refresh trust rather than require questioning mutual confidence, I thank you again.
I am writing to acknowledge that the process regarding claim 11968271 has been concluded, and I am satisfied with the final outcome. I appreciate the final steps taken to align the settlement with the standards expected of a global brand like AXA. However, I feel it is necessary to share my perspective on the journey to this resolution. While the end result is correct, the path to get here—52 days following the accident—remains well below acceptable service standards. Specifically, I am disappointed that this outcome required me to personally conduct extensive research, analyse insurance regulations, and build a formal negotiation case. A policyholder should not have to possess specialised research skills or academic rigour to ensure their safety and contractual rights are respected. Had I not put in this significant personal effort, I am concerned the process would have concluded in a way that compromised both my safety and the vehicle's integrity. While I am glad this matter is now resolved, I hope AXA Türkiye uses this case to evaluate why such a high level of "customer-led" intervention was necessary to reach a standard conclusion. Sincerely Ahmet Çoymak
Dear Sir/Madam, I would like to inform you that the process regarding claim file number 11968271 has concluded and I am satisfied with the decision reached. It is valuable that, at the final stage, an approach was displayed and a solution finally produced that meets the standards expected from a global brand like AXA. However, I feel it is my duty to share my views on the process that led to this outcome. Although the result reached is correct, the fact that it took 52 days after the accident to arrive at this point is far from acceptable service standards. I would especially like to point out that it is disappointing that, in order to reach this rightful outcome, I personally had to conduct extensive research, analyze insurance legislation in depth, and essentially prepare a professional negotiation file. An insured person should not have to possess research competence or academic rigor to protect their safety and contractual rights. If I had not shown this personal effort, the process would have concluded in a way that disregarded both my safety and the vehicle's value, which is quite concerning. I am pleased that the matter has been resolved; however, I hope AXA Turkey evaluates internally why such intensive "customer intervention" was required to reach a standard outcome. Sincerely, Ahmet Çoymak
