Broom Consultants director John Broom contacted his support services provider SimplyBiz after discovering that Axa had contacted his client to discuss his investments with the firm.
The client ignored an initial letter from Axa and was in a meeting with Broom when he received a follow-up call from the firm. The client handed the call onto Broom.
Broom says: “It was to discuss the distribution bond that the client has got which is part of an overall portfolio.”
SimplyBiz chairman Ken Davy says: “Axa would not know this client existed if Broom had not chosen to place business with them. It is therefore quite disgraceful for them to approach clients in this way. Dealing with genuine orphan clients is a separate issue but this is wholly inappropriate.”
Axa says this is part of a pilot scheme to ensure customers have all the information they need about their policy.
A spokeswoman says: “If they require information, we will send it. If they need advice, we refer them to their adviser.”