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Axa restores faith in service

We are all now wearyingly familiar with the dire and ever worsening standards of admin and service from virtually all the once stalwart life offices, in particular on existing business.

With this in mind, it is heartening to be able to report positively on the odd exception to what has now become a dreadful norm.

My assistant phoned Axa Sun Life today for some information on a couple of their funds but, for reasons unknown, we were cut off. Within minutes, the girl at Sun Life called back to apologise and to resume the conversation.

Unremarkable, you may say, but she had not known our phone number or from whom to get it within Sun Life. So, instead, she had found out that we are members of a network, phoned the network for our number and got straight back to us. Now that, to my mind, shows an impressive commitment to service. Most life office staff would simply not have bothered.

Sun Life are also just about the only traditional life company on whom we can rely to send us copies of annual statements and all other correspondence on existing business. Most of the rest just do not seem to bother any more.

As a result, Sun Life remains one of the very few life companies with which we still place new business – not pensions, of course, because they have done to our existing book what all the others have done but otherwise we are pretty happy with them.

Julian StevensWDSBristol


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