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.