Insurance – Cashback
Adjust Ability Ltd (underwritten by AXA Insurance)
What did we think was unfair?
The terms imposed several difficult requirements on customers before they could claim the cashback promised.
Why did we think it was unfair?
Customers lost large amounts of money that were promised to them if they failed to meet one of the difficult requirements.
What has the firm done?
They have agreed to be fair when applying their terms and take a more reasonable approach to the requirements of the scheme. They promised:
- to honour claims made within a six–month window from the date originally required;
- to issue replacement documents on request;
- not to enforce requirements about the different ways a consumer can contact them; and
- not to enforce terms which stop customers from using reminder services (which rival firms might provide).
They will also make sure agents acting as claim handlers take this approach.
Old term
The product is no longer sold so it was not necessary to change the terms. Instead, the firm agreed to be fair when applying them to existing customers.
What next?
Read more agreements from firms – see Unfair contracts.
Read more about Insurance.
Read more about our work on Unfair contract terms.