Hellopeter
Share Your Experience

1 reviews | Active since Dec 2016

17 Nov 2017, 11:43

How do i cancel my policy!?

Agreed to a policy with Direct Axis in May but have subsequently realised I am already covered for those things with another company. I checked the policy document and emailed the email address ON that policy to cancel (on 14 November) but that email address bounced. I resent it to that address as well as the second email address listed on this (legal?) document and both addresses then bounced!

How are those email addresses on a policy document NON existent? So I called and was on the line holding for over 10 mins so i hung up. See on the website there are NO email addresses. I then go on the FB page and complain there. they then ask me to please email them the query (social) and they will pass it to the correct people.

This was tuesday. Today is friday. I tried calling now again....after about 3 minutes the phone just sort of went dead? not sure if i was still holding?

I want my policy cancelled please. I do not want to pay again end of the month!

0
Replies (9)
DirectAxis
DirectAxis's reply17 Nov 2017, 11:48
Official

Hello, we're taking this very seriously and are looking into it urgently. A consultant will be in touch with you soon. Team DirectAxis

Best regards,

's update21 Nov 2017, 08:11
Reviewer Update
And still...i am waiting for Direct Axis to contat. So...email on my policy - does not exist Phone - hold for ages 7 days ago: Send complaint to FB page - get told to email a certain email address. No response 4 days ago - do complaint on Hello Peter - get copy paste message about someone contacting me soon ....... STILL WAITING
DirectAxis
DirectAxis's reply21 Nov 2017, 08:36
Official

Please note that you took out life cover with Hollard. We will revert back to you.

Best regards,

DirectAxis
DirectAxis's reply21 Nov 2017, 08:36
Official

Please note that you took out life cover with Hollard. We will revert back to you.

Best regards,

's update21 Nov 2017, 08:43
Reviewer Update
This is a very rude and unacceptable response. I dont care who i took the policy out with according to you. ALL my documents have Direct Axis on them, the debit order on my account says DIRECT AXIS. so...I expect DIREXT AXIS to respond to me, and i expect DIRECT AXIS to just confirm this has been cancelled and will not be debited end of this month. Do i need to contact Hollard? I will do so. Just tell me what to do instead of ignoring the query and trying to abdicate responsibility.
's update21 Nov 2017, 08:55
Reviewer Update
Ok, i called Hollard and cancelled. They have, however, told me that i am TOO late to stop this months payment, i had to do it on 15th...which...funnily enough...my first mail to Direct Axis was on 14th...which was in time for this to be cancelled!! So thanks to DA incompetence and inability to RESPOND to queries i am now paying? If someone had just told me on 14th that (despite all my docs having Direct Axis branding) i was meant to cancel with Hollard...i could have done it in time You guys used to give such good service. PATHETIC NOW. I am still confused as to WHY all the email addresses on yourlegal documents do not even exist? Please let me know who i can escalate that to as that is totally unacceptable.
DirectAxis
DirectAxis's reply21 Nov 2017, 10:07
Official

Please note that we escalated your complaint onto our Life Team and that they would have been in touch with you. We apologize for your experience in this regard.

Best regards,

DirectAxis
DirectAxis's reply23 Nov 2017, 14:41
Official

We are able to confirm that your policy is in the process of being cancelled. Are you comfortable for us to mark this complaint as resolved?

Best regards,

DirectAxis
DirectAxis's reply27 Nov 2017, 11:26
Official

Hello, we’re pleased that everything has been cleared up. If you’d like you can post your thoughts and rate our level of service on our Facebook page www.facebook/DirectAxisSA – or tweet us @directaxis. In future, consider connecting with us via Facebook or Twitter. Thank you! Team DirectAxis

Best regards,