Good Afternoon,
Thank you for taking the time to provide your feedback, I am sorry to hear you were disappointed with your recent experience.
I understand your frustration and confusion in receiving a discount when contacting us, our initial premiums are determined using advanced pricing models created by our actuaries.
However, when customers reach out to us, our agents will review a policy to ensure that they have been presented with all eligible discounts, where there are new discounts that can be added due to a change in circumstance the remaining discount can be applied which, in your case, was approved, leading to a reduced premium.
Where a customer calls to request a further discount but after review they have received all discounts, they are eligible for there will be no further reduction the agent can provide, I see this was the case with your car insurance.
We do this to ensure that we are, at all times providing the best possible care and service to our customers based on their individual circumstances which can change from year to year.
We appreciate your custom and support over the years and look forward to providing you with a great service for years to come, thank you for renewing with AXA.
Kind regards
Erin
Feefo Coordinator
