I Face Axa Insurance Claim Denial After Water Damage Leak
Approximately six months ago, I purchased a home insurance policy from Axa Insurance for my 3+1 apartment. Around 15–20 days ago, water leaked from my bathroom into the apartment below, and my downstairs neighbor sent me a video showing water damage and flooding in their home. In response, I contacted the insurance company on the 10th of the month and opened a claim file, with file number 12037541. An adjuster assigned by the company visited the property 10 days later. However, he conducted the inspection with an arrogant and dismissive attitude, provided no clear explanation, and left without giving any useful information.
Since then, neither the adjuster nor the insurance company has contacted me with updates. I have not been able to reach anyone for proper communication, and this issue has been ongoing for about 15 days. The adjuster later called me and stated—again in a rude and condescending manner—that the issue was caused by a previous contractor and that the claim would not be covered. He told me to deal directly with the company that performed the earlier work.
I live in Ankara and rented out the apartment about two months ago, which I had already informed the adjuster. Despite this, he implied that the fault was mine and dismissed the claim without proper justification. Throughout this process, I have called customer service multiple times. Each time, I was told that a representative named H**** was handling my case and that they were waiting for the adjuster’s report. Today, I was told that H**** would call me back within two hours, but even after approximately ten hours, I have still not received any response or update.
I request that all water damage in both my apartment and the downstairs unit be covered under my insurance policy by Axa Insurance. I also demand that the adjuster’s report be reviewed again in an objective and fair manner, and that I be provided with a clear and written explanation. If my claim is being denied, I expect an official written statement explaining the reasons for the rejection. If the claim is approved, I request that repair and compensation processes begin immediately so my damages can be resolved without further delay.
Otherwise, I want to make it clear that I will publicly share this issue on my social media platforms and pursue all available legal actions to protect my rights.
Progress
About six months ago I took out a home insurance policy from Aksa Insurance. The premium of my policy was around 3,800,000 TRY. Recently, water leaked from my bathroom and my downstairs neighbor was damaged, so I filed a claim with Aksa Insurance for this loss.
Approximately 15 days after my claim, an adjuster named Fatih, who works in Bursa, came to the house. During the inspection he behaved extremely arrogant and egotistical, took photos and videos and left. He said he had other clients and would prepare the report later, and he completed the report about a week later. Afterwards I was contacted by Aksa Insurance and was told that my file had been rejected, with the reason that the error originated from the previous contractor.
I am not a contractor; I cannot possibly know whether the plumbing was done correctly, which is precisely why we purchase home insurance for such risks. Nevertheless, Aksa Insurance neither stood behind my damage nor showed the slightest concern to remedy the hardship I suffered. The attitude of their adjusters was far from professional, and the customer service representatives and file officers were completely indifferent.
After this process I have no expectations or demands from Aksa Insurance. I only want this injustice to be seen and for our citizens to think twice before working with this company. In particular, as long as they continue to work with the adjuster Fatih in Bursa in this manner, I believe they will lose many more customers.
Dear Mr./Ms. T., regarding the complaint submitted via your website, we have been contacted and would like to inform you that information concerning the claim file has been provided. Sincerely, AXA INSURANCE INC. Customer Complaint Management.
Aksigorta
I’m not going to thank this brand, because otherwise our citizens who will deal with insurance will get to know this company. The damage to my house I had to cover out of my own pocket; it cost 5,000 TL. So if the insurance won’t pay the 5,000 TL and they work with troublesome adjusters to avoid paying, let the public know about this firm. No one calls you after you get the policy. I opened a file and they got back to me after 15 days, saying the adjuster had other customers. We are also customers, we also have policies—aren’t you treating us like human beings? This is what should be said to this customer, so please, please, do not work with that insurance.
