IIB criticises insurer over commercial mailshot

IIB director Barry Fehler has criticised AXA for taking a shot at brokers.

Fehler was alarmed by a mailing sent to commercial customers by AXA.

The mailing stated: “Choosing the right level of cover isn’t always easy and going through a broker can take time. So we have a team of insurance experts, ready to advise you on the best package for your business”.

Fehler commented: “The irony is going through a broker can sometimes be slow because we are often held up by insurers like AXA with poor service standards.

"I wish we could talk to one of their ‘experts’ from 8am to 6pm.”

IIB director general Andrew Paddick said: “There is such a thing as ‘biting the hand that feeds you’ and in this particular instance, AXA seems to have totally disregarded where the majority of its commercial business comes from, which will not be helpful to its relationships with professional brokers.

"I bet the AXA field force is hopping mad.”

Paddick concluded: “AXA says it is providing expert advice to business customers, but doesn’t state this will not be independent impartial advice.

"Furthermore I doubt very much if its telephone sales staff in this division really are commercial insurance experts.

"I will be doing a bit of mystery shopping over the coming weeks and will publish the results of my technical insurance conversations with these people.”