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Axa and NU slated on admin backlogs

Bunglebusters this week comes courtesy of Axa Sun Life and Norwich Union.

Both companies have come under fire from IFAs for problems over back-office personal pension admin.

IFA Hartley Greatbatch & Co principal Keith Lewis says both Axa and NU have been sending out policies in the wrong name and with the wrong details and taking up to seven weeks to process single premium top-up documents.

Axa says the admin bottleneck has been created by the introduction of stakeholder, the new pension tax regime and chan-ges in reporting requirements of employer contributions, which had all led to a high number of IFA enquiries.

NU blames the backlog on its merger with CGU and the introduction of stakeholder.

Both companies have apologised to IFAs for delays and Axa says it has also set up a dedicated phone line for matters needing urgent attention.

Lewis says: “Standards have dropped over the last three or four months since stakeholder came in. I rang Axa to chase some papers and they said they had not been able to deal with it because they had 30,000 pieces of post to get through. I have also had similar problems with Norwich Union, which has lost policies.”

Axa spokesman Steve Muir says: “We have seen our service standards slipping a little but we are working on it and have a plan in place for dealing with the problem.”

NU spokesman James Evans says: “We hope to have our backlog under control in about a month. There have been a few problems with stakeholder and new systems going in.”


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