Axa has come under fire over an online application form for life and critical-illness cover.
An Axa broker salesman told CBK principal Peter Chadborn to tick a box on its online application form confirming that his client was present when the form was being filled out when they were not.
Chadborn says CBK encourages clients to fill out application forms in their own time and send them back. An office manager then enters their answers online.
But Axa’s online application form demanded that a box was ticked confirming that the client was present. Chadborn contacted Axa, which advised him to tick it and submit the case online and forward the signed paper application.
Chadborn says: “I am not satisfied because, first, we would be making a declaration that we know to be false, second, should there be a non-paid claim or complaint in the future, we have created a weak link in the process upon which the outcome could hinge and, third, all we would have for protection would be a phone conversation with an insurer telling us that this would be OK, with no security or reassurance.”
Axa spokesman Peter Webb says: “We would not want any situation where an adviser is ticking a box confirming something that is not true so we will be looking into this.”