Questions of Cash: AXA customer in a quandary over bill for health check-up

 

Q I have had an AXA PPP Cash Back Healthcare policy for about 10 years. I made a claim in May 2009 for a Wellman health check at my private GP practice. AXA PPP paid half the cost in accordance with its policy. But after I had an identical Wellman health check at the same GP practice with the same doctor last month, AXA rejected it because the Wellman health check had not taken place at a hospital. The cost of the Wellman health check was £443.00 so they owe me £221.50. I am on an ill-health retirement pension of £690.00 a month and only use the private clinic because I have this policy. VG, London.

A Under the terms of your policy, you are entitled to a payment of £150 a year towards the cost of a health check at a screening facility in a registered hospital. But AXA previously met a claim that did not conform to its own policy conditions. On this latest occasion it was correct in terms of the policy wording to turn down your claim. But it is clear that you reasonably expected the claim to be met on the basis of the insurer's previous actions. AXA has therefore agreed to pay £150 towards the cost of your latest health check. AXA apologises for the confusion, but warns that the policy conditions will be properly imposed in future.

Q The AA has cancelled my motor bike insurance policy that I took out in March 2011. This was a one-year policy for third party, fire and theft, costing £127.15, which I paid in full. Later in March I received a letter from AA European Breakdown Cover, which was of no interest as the cover was included with the bike. A further four letters arrived, which I mistakenly believed were further marketing letters. I now find out that my insurance policy was cancelled. I have been driving motorbikes for 14 years with no breaks in insurance cover and with a nine-year no claims discount. It turns out that I have been driving my current bike without insurance since April. I admit that the error that has occurred has been mainly due to my circumstances: I work long hours which led me to not fully acknowledge mail and I travelled abroad for much of April and May, which meant that on my return I was greeted with a huge amount of mail, much of it junk, which I did not open. This included the demands from the AA for details regarding my no-claims bonus. I want the AA to reinstate my policy, to put me back in the position that I was in March 2011. I am willing to pay the administration costs associated with this.EP, by email.

A You must be joking. No insurer is going to reinstate a policy that was cancelled earlier this year because you failed repeatedly to reply to letters about the policy. That especially applies when you have had your motor bike, valued at £7,500, stolen in the meantime. Our sympathy is with the AA on this occasion. A spokesman for the AA says: "We have no case to answer ... As with any insurance policy that offers a no claims bonus, the insurer requires proof in order to give the discount. We wrote to [the reader] three times – last time sent by recorded delivery – requesting the proof of no claims and stating that the policy would be cancelled unless we received the required documentation. We then sent a fourth letter, dated 5 May, stating that his policy had been cancelled and requesting the return of his insurance certificate. [The reader has] admitted that he hadn't opened any of these letters." The AA says that you only asked for the policy to be reinstated after your motorbike was stolen. As we say, you have to be joking.

Q I am a Vodafone customer on a £20 a month, SIM-only, iPhone contract. My wife also has a Vodafone contract and the bill for the two of us is usually £50. On 1 October – unknown to me – my phone made a five-hour-plus call to an overseas number, to P&O Ferries in France. I can only presume I initiated the call by accident when I was deleting one of P&O's regular marketing emails. The first I knew of this was a text a couple of days later informing me of "unusual activity" on the account. This one call added £280, plus VAT, to our bill. When I spoke to Vodafone, it said we would have to wait to see the cost added to my account before they could do anything about it. I then visited a Vodafone shop, where I was told the issue would be logged and someone would phone me within three working days – no one phoned or emailed me. After two weeks, I visited the shop again and was given a reference number and told I would be phoned within three days – again I wasn't. Whilst I accept the call came from my handset, I am shocked that the network should have permitted a phone on a £20-a-month contract to make such a long and expensive call. Had I not thankfully turned off the handset later on the Saturday evening, the bill could have run up overnight to £1,000 or more. I was not aware that my phone could make overseas calls when it was on its home network in the UK. I don't think this was something I had requested. I have now blocked overseas access on both phones. RH, Suffolk.

A Vodafone has taken pity on you. A spokeswoman says: "While there is no doubt that this call was made from his handset, it was clearly made in error. On this occasion we have decided to cancel the charges as a gesture of goodwill. We've also put a bar on international calls at his request."

Questions of Cash cannot give individual advice. But if you have a financial dilemma, we'll do our best to help. Please email us at: questionsofcash@independent.co.uk

Independent Partners; request a free guide on NISAs from Hargreaves Lansdown

PROMOTED VIDEO
Life and Style
tech

Board creates magnetic field to achieve lift

News
There have been various incidents of social media users inadvertently flouting the law
news

Life and Style
Stack ‘em high?: quantity doesn’t always trump quality, as Friends of the Earth can testify
techThe proliferation of online petitions allows us to register our protests at the touch of a button. But do they change anything?
News
Bourgogne wine maker Laboure-Roi vice president Thibault Garin (L) offers the company's 2013 Beaujolais Nouveau wine to the guest in the wine spa at the Hakone Yunessun spa resort facilities in Hakone town, Kanagawa prefecture, some 100-kilometre west of Tokyo
i100
Sport
CSKA Moscow celebrate after equalising with a late penalty
footballCSKA Moscow 2 Manchester City 2: Premier League champions let two goal lead slip in Russia
Finacial products from our partners
Property search
Latest stories from i100
Have you tried new the Independent Digital Edition apps?
Independent Dating
and  

By clicking 'Search' you
are agreeing to our
Terms of Use.

ES Rentals

    iJobs Job Widget
    iJobs Money & Business

    Helpdesk Analyst

    £23000 per annum + pension and 22 days holiday: Ashdown Group: An established ...

    Senior Helpdesk Analyst / Service Desk Co-ordinator

    £27000 per annum + pension, 22 days holiday: Ashdown Group: An established ind...

    Senior Pensions Administrator

    £23000 - £26000 Per Annum: Clearwater People Solutions Ltd: Our client is curr...

    Corporate Actions Administrator / Operations Administrator

    £25 - 30k: Guru Careers: A Corporate Actions Administrator / Operations Admini...

    Day In a Page

    Indiana serial killer? Man arrested for murdering teenage prostitute confesses to six other murders - and police fear there could be many more

    A new American serial killer?

    Police fear man arrested for murder of teen prostitute could be responsible for killing spree dating back 20 years
    Sweetie, the fake 10-year-old girl designed to catch online predators, claims her first scalp

    Sting to trap paedophiles may not carry weight in UK courts

    Computer image of ‘Sweetie’ represented entrapment, experts say
    Fukushima nuclear crisis: Evacuees still stuck in cramped emergency housing three years on - and may never return home

    Return to Fukushima – a land they will never call home again

    Evacuees still stuck in cramped emergency housing three years on from nuclear disaster
    Wildlife Photographer of the Year: Intimate image of resting lions claims top prize

    Wildlife Photographer of the Year

    Intimate image of resting lions claims top prize
    Online petitions: Sign here to change the world

    Want to change the world? Just sign here

    The proliferation of online petitions allows us to register our protests at the touch of a button. But do they change anything?
    Ed Sheeran hits back after being labelled too boring to headline festivals

    'You need me, I don’t need you'

    Ed Sheeran hits back after being labelled too boring to headline festivals
    How to Get Away with Murder: Shonda Rhimes reinvents the legal drama

    How to Get Away with Murder

    Shonda Rhimes reinvents the legal drama
    A cup of tea is every worker's right

    Hard to swallow

    Three hospitals in Leicester have banned their staff from drinking tea and coffee in public areas. Christopher Hirst explains why he thinks that a cuppa is every worker's right
    Which animals are nearly extinct?

    Which animals are nearly extinct?

    Conservationists in Kenya are in mourning after the death of a white northern rhino, which has left the species with a single male. These are the other species on the brink
    12 best children's shoes

    Perfect for leaf-kicking: 12 best children's shoes

    Find footwear perfect to keep kids' feet protected this autumn
    Anderlecht vs Arsenal: Gunners' ray of light Aaron Ramsey shines again

    Arsenal’s ray of light ready to shine again

    Aaron Ramsey’s injury record has prompted a club investigation. For now, the midfielder is just happy to be fit to face Anderlecht in the Champions League
    Comment: David Moyes' show of sensitivity thrown back in his face by former Manchester United manager Sir Alex Ferguson

    Moyes’ show of sensitivity thrown back in his face... by Ferguson

    Manchester United legend tramples on successor who resisted criticising his inheritance
    Two super-sized ships have cruised into British waters, but how big can these behemoths get?

    Super-sized ships: How big can they get?

    Two of the largest vessels in the world cruised into UK waters last week
    British doctors on brink of 'cure' for paralysis with spinal cord treatment

    British doctors on brink of cure for paralysis

    Sufferers can now be offered the possibility of cure thanks to a revolutionary implant of regenerative cells
    Ranked seventh in world’s best tourist cities - not London, or Edinburgh, but Salisbury

    Lonely Planet’s Best in Travel 2015

    UK city beats Vienna, Paris and New York to be ranked seventh in world’s best tourist destinations - but it's not London