AXA Travel Insurance Claim Dilemma
Inter Partner Assistance Türkiye - I used the travel insurance I bought from Axa Insurance in the USA. I have submitted all the necessary documents. However, the company rejected my request, saying that there should be an invoice number in the invoice I submitted. At first glance, it may seem logical. The Turkish system always has an invoice number. However, the clinic in the USA can give a number under the name "account number". There is no invoice number on any invoice. The invoice that the clinic can generate has only this feature. I insisted on getting a document with an invoice number, and the clinic had to send a written message stating that they have never experienced any problems with any insurance company, anywhere in the world, on any of the invoices they have sent to date. That is, there is no such document! But the customer representatives on the Turkish side won't accept my request without giving them that specific document. Their only goal is to find an excuse and reject my claim. The clinic in the USA doesn't know what to do anymore to help me. Axa does not take any steps to solve the problem even though the insurance company states that they can contact them directly. nter Partner Assistance Türkiye can send a message to the email I provided and describe the document they dream of. It's not too hard. But of course, they can't do it because they also know that such a document does not exist. I requested a sample invoice with the invoice number, but they couldn't do it. Their excuse was privacy rules, but "sample" does not mean anyone's private information. There is no law against sending samples. I believe that if we solve this strange number problem, they will find another excuse and won't pay anyway. Long story short, they must know this invoice mismatch issue from the beginning. If they cannot complete the transaction without this number, they shouldn't claim that they serve in the USA. Every customer using the travel insurance in the USA will submit the same type of invoice. The clinic did not produce a special format for me. I definitely do not recommend AXA travel insurance to people heading to the USA. Check other companies out; don't regret later like me.
Progress
Inter Partner Assistance Turkey - I used the travel insurance I got from Axa Sigorta in America. I also submitted all the necessary documents. However, the company is rejecting my claim, stating that there should be a number labeled 'invoice number' on the invoice I submitted. At first glance, this might seem reasonable. In the Turkish system, there is always an invoice number. However, the clinic in America can provide a number under the name 'account number'. There is no number labeled 'invoice number' on any of their invoices. The invoice that the clinic can produce has this characteristic.
Because I am being forced to insist on a type of document that does not exist, the clinic had to send a written message stating that they have never had any issues with any insurance company anywhere in the world with the invoices they have sent so far. So, such a document does not exist to that extent! However, the officials on the Turkish side are not accepting my claim without providing them with the non-existent document. Their only goal is to find an excuse to reject it. The clinic in America is now at a loss for what to do. Even though they stated that the insurance company could contact them directly, Axa is not taking any steps to resolve the issue.
They can send a message to the email I provided and describe the document they are imagining. It's not that difficult. But of course, they can't do that because they know such a document does not exist. How considerate, right? They have been making me struggle for days to get a fictitious document that is never produced by the healthcare institution. When I ask them to send an example if they have one, they tell me a fairy tale about the Personal Data Protection Law (KVKK). 'Sample' does not mean anyone's personal information. There is no law preventing them from sending an example.
The truth is, there is no example they can send. I believe that even if we get past this strange number issue, they will find another excuse and still not pay. In short, they should have known about this invoice discrepancy from the beginning. If you can't process it without this number, don't claim to provide service for America. Any customer will give you the same type of invoice. The clinic did not produce a separate format just for me. Update: On June 3rd, Axa responded by stating that they would request the invoice from the other party. No payment has been made since that day. It's clear that this response was given just to brush off the complaint. Despite having received all kinds of documents, they did not make the payment and have no intention of doing so. I am specifically noting this for travelers to America. It's time to escalate this complaint to a higher level.
The complaint reflected through your website by Mr. S. has been taken into consideration by our Company. Further information on the matter will be provided. Sincerely, AXA SİGORTA A.Ş. Customer Complaint Management
We would like to inform you that, based on the complaint received through your website from Mr. S., we have contacted the institution and requested the relevant documents. Best regards, AXA SİGORTA A.Ş. Customer Complaint Management
