完胜！！！我和保险公司的战争 （最后更新6月6号）

钢琴家未眠

引子

从二月份到现在，我的生活中发生了这样几件事情：电脑硬盘爆了，车的打火系统坏了，车刚修好停路边被蹭，公司网站系统被黑客黑了并遭到勒索，父亲被诊断出糖尿病，家里被盗，报保险的时候被告知财产保险的policy在案发当天失效。

最后两件事情，让我本来就不算顺利的生活雪上加霜，让我顿时疑惑老天是想干脆收了我，还是只是考验一下我的灾难应对能力？想必是后者吧。于是我决定走上法律维权的道路，和保险公司死磕一次。

我明白这个版块不适合法律讨论 - 这个不是我发帖的目的 - 希望版主大人理解。我无意在这个论坛讨论法律或是寻求法律意见，我只是想真实的记录和分享一下我今年目前遇到的最大的一个FML，毕竟它把我这个资深潜水员炸出了水面。

首先，和保险公司的战争恐怕是所有维权种类中难度最大的，他们有最强大的法律团队和最霸道的条款，这条路漫漫又长远，所以我需要一些精神支持吧；

其次，希望我的故事可以给大家提供一些生活经验，准确的说 - 以我为戒， 我绝对不鼓励和保险公司撕逼，因为这如同以卵击石，遵守和充分理解保险公司的条款是非常重要的，就如同消费者权利一样；最后，如果有其它网友有过类似经历，或者正在遭遇类似的问题，我们可以分享我们的经历；

周日，4月23号，霍比屯 - 得知案发

忙碌了几周，来到Hamilton见见朋友，休息一下。我们驱车一个小时，怀着无比期待的心情来到著名的霍比屯，刚停好车，发现我的微信有无数个信息和未接电话，均来自奥克兰家中的房客。

当我查看了所有照片和信息，我明白了：昨晚我家里被盗了，房客均没有损失，但是在客厅的电视，play station, 电吉他和其它一些电子设备，都被盗了。简单说，一切在我FML的时候可以安慰和娱乐我的东西，现在全都没有了。经济损失的话，大概$5,000。好消息是，盗贼非常有职业道德，客厅的音响系统或许因为太重而没有被搬走，它的遥控器完好的留在了茶几上。

因为霍比屯的手机信号不稳定，我们只好直接驱车赶回酒店，第一时间处理报警和保险的事情。幸亏买了财产保险，这也算不幸中的万幸吧，我心中暗想。

周日，4月23号，汉密尔顿某酒店 - 通知保险公司

在电话中安抚了房客并记录了案发细节以后，我电话联系了警察局并报案。案件的细节我就不详细说了，想必各位看官即使没有亲身经历过入室盗窃，也有听说过类似的故事，没有太多特别之处。

接下来我拨打了AXX保险公司的电话，电话另一头的一句”你的财产保险policy已经被取消了“给了我一个晴天霹雳，48小时候后，我和保险公司的撕逼战争打响了第一枪。

周一，4月24号，奥克兰家中 - 得到保险公司结论

处理完警察的事调查以后，我开始继续处理保险的事情，从昨天到今天和AXX保险公司对话了多次，被告知了不同种版本的信息和处理结果，简单总结如下：

- 这一次的事故我们会cover, 因为：....
- 对不起弄错了，这一次的事故我们不会cover，因为：....
- 对不起弄错了，这一次的事故我们会cover，因为：....
- 对不起弄错了，这一次的事故我们不会cover, 因为：....

轮番几次之后，最后AXX保险公司的结论是：

我的保险是按月支付的，3月25号那一天我的信用卡拒付了，没有支付当月的费用，所以我的保险根据他们的”规定“，在4月22号被取消了，也就是案发当天。

听了这个结论，我明白人性化的考量和good faith显然都不会再出现在我们未来的讨论之中了，而除了脏话我无法用别的语言来评论这个“结论“。 我想我只能据理力争的争取自己的权利了。

周二，4月25号 - 维权序幕

我承认我的过失，我的信用卡在3月份报失，导致3月25号的付款未成功，我没有即时处理后续的事情，这是导致这次申报问题的直接原因。再次，保险公司在三月底给我发了一份reminder信，提醒我3月25号的付款未成功，两周后会再次自动扣款，我没有警惕并立即处理这个问题。

以上的过失，是否应该导致我在4月22号的时候保单失效，即案发当天的零点零一分失效（并不能申报这次损失），这是唯一我认为值得争议的地方。

目前我的调查方向（抛开保险公司的处理结果是否公平和人性化）：

1， AXX保险公司认定我的保单在4月22号失效，也就是案发当天，这个结论是否有合同依据；
2， AXX保险公司是否有权利在没有通知我的情况下取消我的保单，换句话说，单方面取消合同，而不需要通知我。

根据合同，保单涵盖的日期范围是25/01/2017 to 25/01/2018一整年，而不是每月付款的时候更新一次。 保费按12次支付（每月一次）。合同并且有注明：如果他们取消保单，需提前14天发给我的邮件或者书面通知。这些至少从字面上看，保险公司并没有按正常的程序取消我的保单。

当然，保险公司在电话里面对这些条款有着不同的解释，每一次解释都不太一样，但结果都是指向”我们做的对，你只是很倒霉而已“。我想，这已经不再是一个君子的游戏了。

保险纠纷申诉流程

经调查了解，保险纠纷投诉（dispute)流程通常为三个步骤：

1，直接在保险公司的内部投诉
2，如果处理结果不满意，有一个监管保险业的机构Ombudsman可以给我提供免费的咨询和法律援助
3，如果处理结果仍不满意，可以去disputes tribunal，或者大法庭处理


值得注意的是，在新西兰，保险公司的条款被法律和政府监管的范围不大。这些条款主要遵从保险业自己定制的行规 （IFSO Scheme），而这些行规不受法律约束和保护。简单来说，当保险公司选择耍无赖的时候，只要没有触犯法律，能约束他们的只是道德。或许我只能从消费者保护法(consumer garantees act)的角度找到对自己有利的论点。

目前我正在准备保险dispute流程的第一步，也就是通过AXX保险公司的投诉渠道来申冤 - 也许，这就有点像二战时犹太人向德军总部投诉集中营没有提供营养早餐一样的感觉吧。

谢谢大家的阅读。 我会在未来几天更新故事的进度。

周四，4月27号 - 维权准备工作

非常感谢大家的关注和回复。我选择维权不是因为想推卸自己的责任。既然AXX保险公司不容许我有过失，那么我衷心的希望他们的合同条款以及操作流程同样都是无懈可击的，这样才公平吧。

如果我赢了（当然机会很小），或许可以让他们重新审视一下他们的制度是否公平对待了对消费者。如果我抗争到底以后还是输了，就权当给大家提供一个切勿模仿的学习案例吧，顺便让他们了解一下当一个投保人没有电视可看的时候，会爆发出什么样的潜能。

我目前研究的方向有三个：

- AXX保险公司的保单条款
- 消费者保护费法和合同法
- 保险法，保险协会行规和过去15年的相关案例

法律讨论并不是我发帖的目的，所以我不在这里做详细分析，只简述我的发现。

1，AXX保险公司的保单条款中，可能对我有利的点：（当然，对我不利的点更多）

- 我的保单期限为一年，即2017年1月25 - 2018年1月25， 分为12个月支付
- 如果取消保单，他们需要通过邮件或者信件通知我，我的保单在通知的14天后失效

值得注意的时，大部分主流保险公司都对non-payment这个问题上有明确的规定，比如State （和AXX保险公司同属一家母公司的保险公司）规定： miss payment 30天后，保单会被取消，并且会提前14天通知。而在AXX保险公司的保单上，并没有相关说明。

我有理由怀疑，不主动通知投保人保单取消的风险，也许是他们降低赔付率的政策之一。这个是否合理合法？

2，消费者保护费法，合同法中，可能对我有利的点：

- 作为服务商，它有责任保证它的服务具备reasonable care and skill. 在我这个case中, 保险公司对于我的合同取消这件事情上，是否尽到了应尽的义务，是个论点。这个条款在保险纠纷中常被引用。

Consumer Guarantees Act 1993 Section 28 - subject to section 41, where services are supplied to a consumer there is a guarantee that the service will be carried out with reasonable care and skill.

- 合同的取消，需要在双方知情的情况下才具有法律效应。 在我这个case中, 在案发48小时以后AXX保险公司才得出我保单于4月22号失效的结论，并通知我。

The Contractual Remedies Act 1979 (“the CRA”), stipulates that the “cancellation of
a contract by a party shall not take effect ... before the time at which the cancellation
is made known to the other party”


3， 保险法，保险协会(Insurance & Financial Services Ombudsman)行规，和该网站提供的相关案例

这个我目前还在学习中，就目前的发现来说：

- 保险法在这类纠纷中存在灰色地带 - 即，多久没有交保费时保险公司可以取消保单，当取消时，保险公司是否有义务通知投保人 等没有明确规定。 这一些点在有些国家，例如美国的一些州，欧洲一些国家是有明文规定的。

- 从大数据上面看，大约有三分之一的保险申诉案例最后是胜诉的。其中的一半是因为保险公司在判决之前（或者过程中）就妥协了。

- 就目前查询到的案例来看，只有两个类似案例是胜诉的，两个案例都是因为保险公司在处理合同取消的过程犯了小错误（比如信发错了地址），而未尽到通知投保人的义务，最后选择了妥协（而不是被判输）。其它类似案例均败诉。

我目前已经把我的一些初步问题邮件发给了AXX保险公司，还在等待回复。

周一，5月22号 - 申诉第一步：保险公司内部投诉

再次感谢大家的回复。简洁的总结一下近期十分有限的进度。

自从发帖以来，我一直尝试和争取让AXX保险公司通过电子邮件回复我对这个case提出的问题。我的邮件被对方内部转发了多次，就像一块烫手山芋，每次都以石沉大海告终。直到我引用了公平保险条款（Fair Insurance Code 2016）的相关条款，并告知了对方我的权利之后，今天才收到了一封正式的电子邮件回复。现在我得到了保险申诉所需的基本信息，并且结束了每次电话交流的信息和结论都不一致的乱象。

AXX保险公司这次邮件回复的主要观点：

- 我们的合同为一年，而不是一个月一续；根据他们的保险条款，他们有权提前14个工作日写信通知投保人并结束合同。（他们对这两点的认可，对我来说是一个重大进展 - 之前他们坚持"no payment - no cover" 这一观点）

- 3月25号扣款失败，然后他们在3月30号发信通知了我。这封信他们认为是cancellation notice。

- 基于以上两条原因，我的保单于4月22号失效。

而实际发生的事情是：他们的系统在扣款失败的第28天自动取消保单，这是我的保单于4月22号失效的原因。至于这个期间他们是否尽到了终结合同前应尽的义务，这里还是有很多问号的，这将是这个case的主要突破点。

之前我有介绍过保险申诉的三个步骤，分别是：1，保险公司内部投诉；2， Ombudsman （保险监管部门）申诉，3，小额仲裁法庭申诉。 现在我进行的是第一步。走这一步的目的不是为了让AXX保险公司改变他们的裁决（我相信他们只是会找各种理由维持原判），而是进一步的收集证据，为步骤2，3做准备。进入步骤2，3的时候，我会请律师替我参谋或者辩护。

接下来的两周，我会花一点时间继续研究相关法规和案例。我会在投诉正式开始以后再向大家更新。
感谢关注。

另，说两个题外话：

- 现在房子里里外外已经布满了各种摄像头和警报器，也算是亡羊补牢了，谢谢小野猫的提醒。

- NZ的警察就是混饭吃的职业，告知了他们PlayStation和Smart TV是可以追踪的（并且网上有很多成功案例），只需他们花几分钟向Sony报备，一旦这些设备上线，Sony就能向警方提供它们上网的IP地址。警方在电话里十分赞同我的观点，然后发了一封信说：对不起，由于没有足够的证据（没有在我家找到可疑的指纹），我们决定不继续调查。除了“祝你们抓超速抓的愉快”，我还能说些什么？

周二，5月30号 - 重大突破

经过5周和AXX保险公司高级顾问团队的周旋，这个case在进入申诉程序前，出现了一个重要的突破口。

之前提到，根据AXX保险公司的条款，他们有权提前14个工作日写信通知投保人并结束合同。在我的追问下，他们调查和确定了这一封信的发信时间为3月31号，而3月31号之后的14个工作日为4月24号。也就是，在这个条款的效应中，案发当天（4月22号）我的保险仍然是有效的。

现在从法律角度，我有了一个胜诉的依据，就看对方是否愿意用君子之道来处理这个case了。虽然最后很可能还是会走申诉渠道，甚至法律渠道，并和更厉害的boss去较量，但是这个case的胜率，从法理上看应该超过50%了。现在这个case如果开战，我相信也会引起媒体的兴趣 - 据说Fair Go是他们的死对头。
随着对话的深入，对方回复我所需的时间越来越长，态度也不再趾高气昂了，我相信对方已经意识到，这是一个棘手的case。

我在113楼更新了双方近期的邮件对话。对案件细节有兴趣的朋友可以看一下。（篇幅较长，慎入）。

周二，6月6号 - 胜利！

今天收到对方电话，态度傲慢的高级顾问终于向我道歉，并且决定赔偿我的损失。

没有想到还未进入申诉程序他们就妥协了。那么这个case就到此为止吧。

我不想炫耀这个结果，运气是我这次胜利的最大原因。如我之前所说，以我为戒， 我绝对不鼓励和保险公司撕逼，因为这如同以卵击石，遵守和充分理解保险公司的条款是非常重要的，就如同消费者权利一样。

简单总结一下我的撕后感：

- 保费还是每年交一次比较好，要基本了解保单内容
- 家里要装报警系统，哪怕是Mitre 10卖的简易系统
- 当你认为你的消费者权利被侵害时，果断维护自己的权利，并做好充分准备。

最后，希望大家在遇到不公平待遇时，成功维权。

nittyst

恭喜。我的感觉还是对的，应该会诉前和解。
其实你14个工作日算的不对，确实是在事故之前。
我认为关键还是在于他们所谓的notice中间并没有明确指明如果不交就cancel。
不管怎么样，恭喜，很不容易。

skywindcn

恭喜楼主
恭喜楼主
恭喜楼主

JoeDirt

恭喜LZ。                                       

beatles

好消息!但也经过多次的争取才得以解决.不容易

钢琴家未眠

周二，6月6号 - 胜利！

今天收到对方电话，态度傲慢的高级顾问终于向我道歉，并且决定赔偿我的损失。

没有想到还未进入申诉程序他们就妥协了。那么这个case就到此为止吧。

我不想炫耀这个结果，运气是我这次胜利的最大原因。如我之前所说，以我为戒， 我绝对不鼓励和保险公司撕逼，因为这如同以卵击石，遵守和充分理解保险公司的条款是非常重要的，就如同消费者权利一样。

简单总结一下我的撕后感：

- 保费还是每年交一次比较好，要基本了解保单内容
- 家里要装报警系统，哪怕是Mitre 10卖的简易系统
- 当你认为你的消费者权利被侵害时，果断维护自己的权利

最后，希望大家在遇到不公平待遇时，成功维权。

VKhhq

.......。。。。路过

yrcute

仔仔细细看了一遍，感觉快胜诉了， 加油！

Hello_Judyyy

加油LZ，感觉你胜利在即了

lonysteven

14天不应该是4月14号？

38.1℃

战争因楼主而起。 祝你好运

ryb

精神上支持樓主
希望你能成功得到賠償

另外警察不肯追尋ps這條線索, 完全就是不想管............真的

房奴甲

这个没什么可折腾的，就是时间问题 ，一定能争取下来，保险公司明显理亏。我来这边这些年买过各种保险无数，还没遇到过这种情况。Miss payment是个很容易发生的普通小事故。

nittyst

继续学习。。加油。。我觉得最终应该还是和解。

周二，5月30号 - 重大突破

经过5周和AXX保险公司高级顾问团队的周旋，这个case在进入申诉程序前，出现了一个重要的突破口。

之前提到，根据AXX保险公司的条款，他们有权提前14个工作日写信通知投保人并结束合同。在我的追问下，他们调查和确定了这一封信的发信时间为3月31号，而3月31号之后的14个工作日为4月24号。也就是，在这个条款的效应中，案发当天（4月22号）我的保险仍然是有效的。

现在从法律角度，我有了一个胜诉的依据，就看对方是否愿意用君子之道来处理这个case了。虽然最后很可能还是会走申诉渠道，甚至法律渠道，并和更厉害的boss去较量，但是这个case的胜率，从法理上看应该超过50%了。现在这个case如果开战，我相信也会引起媒体的兴趣 - 据说Fair Go是他们的死对头。
随着对话的深入，对方回复我所需的时间越来越长，态度也不再趾高气昂了，我相信对方已经意识到，这是一个棘手的case。

谢谢你的更新,希望你早日成功解决问题!

钢琴家未眠

过去5周和AXX保险公司的邮件对话。顺序为从新到旧。篇幅较长，慎入。

我:

Thanks for the updates.

Could you please clarity the information in your e-mail?

Did you mean letter A was sent on 31 March, and letters B and C were sent on 26th and 27th April respectively?

•        Letter A: “As above, on the 30th of March 2017 a letter was sent to you advising your payment did go through and that you policy would be cancelled.”
•        Letter B: “On the 22nd of April 2017 a letter was sent to you confirming that you policy had cancelled as your premium had not been paid. “
•        Letter C: “In regards to your attached letter relates to the incorrect reinstatement of your policy CXXXXXXXXX on the 23/4/2017 . Which was cancelled and re written under policy number CXXXXXXXXX  on the 24/4/2017.”

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AXX保险公司:

We have heard back from NZ Post.   

The letters were sent on 26th & 27th of April.  The resweep letter was sent on 31st of March.

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AXX保险公司:


I am just waiting for our technical people to confirm this with me.

As soon as they do I will email you.

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我:

How have you been?

Just checking if you have had a chance to confirm the dates the letters in question were mailed out to me?

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我:

Thanks for the clarification.

Is it possible at all for you to confirm the dates these letters were mailed out to me?

According to the “changing or ending your policy” section you quoted, it is the posted dates which matters to my case.

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AXX保险公司:

I can confirm that the letters were printed in our system and on 30th of March 2017 and the 23rd of April 2017.

In regards to your attached letter relates to the incorrect reinstatement of your policy CXXXXXXXXX on the 23/4/2017 . Which was cancelled and re written under policy number CXXXXXXXXX  on the 24/4/2017.

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我:

Good morning.

Thanks for your detailed explanations. I appreciate your time and effort in resolving my enquiry.

Could you please clarity some information in your e-mail?

You mentioned 2 letters as below, sent to me on 30th Mar and 22nd Apr respectively. Could you please clarify whether these dates refer to the dates these letters were generated in your computer system and subject to be posted to the customer, or the dates they were actually posted to the customer?

•        Letter A: “As above, on the 30th of March 2017 a letter was sent to you advising your payment did go through and that you policy would be cancelled.”
•        Letter B: “On the 22nd of April 2017 a letter was sent to you confirming that you policy had cancelled as your premium had not been paid. “

In addition, I also received a third letter (Letter C) from AXX dated 24th March. Both letter B and C were for the purpose of confirming the cancellation of my policy, but in different details. They both arrived in my mailbox on 2nd May. Please find attached a copy of the letter in question.

Could you please find out for me the story behind Letter C?

These are the last pieces of information I need from you. I look forward to your reply.

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AXX保险公司:

Thank you for your email and your patience while we investigated the situation regarding your cancelled contents policy.  I have provided answers to your questions below:

1, is my current insurance policy with AXX set up correctly in regards to direct debit payments with my updated credit card details?

•        I can confirm that your policy is set up correctly for monthly direct debit payments and your updated card details have been loaded onto our system.

2, according to the attached New Policy Correspondence dated 25 Jan 2017, I was contracted for a premium for the period of 25/01/2017 - 25/01/2018, subject to be paid in 12 instalments.

•        I can confirm that the cover under your policy was underwritten from the 25th of January 2017 through to the 25th of January 2018 and that this was to be paid by 12 monthly instalments.

What are the standard procedures when AXX decides to cancel a customer’s insurance policy? Is the customer expected to receive a cancellation notice in advance of the actual cancellation?

•        If the monthly instalments are not paid by their due date then notification is sent to you in writing to advise that your policy is overdue and that your policy will cancel if the payment is not made.
•        A letter was sent to you on the 30th of March 2017 advising that your payment did not go through and that another attempt to take the payment from your account would occur on the 8th of April 2017 and if the payment was not sorted, then you policy would automatically be cancelled.
•        It is my understanding from our previous discussions that you did receive this letter, but unfortunately it was put aside and you did not check to ensure that the payment went through or contact AXX to advise of your updated card details.

3, what kind of communications (e.g. letters, e-mails) were involved in my case when AXX ended my policy on 22 Apr 2017?

•        As above, on the 30th of March 2017 a letter was sent to you advising your payment did go through and that you policy would be cancelled.
•        On the 22nd of April 2017 a letter was sent to you confirming that you policy had cancelled as your premium had not been paid.

In addition, AXX sales team reckons the bill (for the payment I missed on 25 March) was sent through to me twice, on 11th March, and again on 11th April. I do not have a record of them. Could you please find out for me whether these documents were sent to me by mail or e-mail?

•        At the time that the policy was originally underwritten on the 25th of January 2017 a copy of the policy documents was sent to you by email as requested.  The documents included an instalment schedule which provided a list of your monthly payments and their corresponding due dates.
•        A bill for the monthly payment was not sent to you on the 11th of March 2017 and the 11th of April 2017, as you pay by automatic payment so the monthly bills do not need to be sent to you and are suppressed by our computer system.
•        A letter was sent to you on the 30th of March 2017 advising that the payment was overdue and that your policy would cancel if the payment was not sorted.

4, when I signed up with AXX, I specified “e-mail” as the preferred communication method. However, I never received billing e-mails from AXX.

Could you please find out for me whether my account is set up correctly for e-mail notifications?

•        You account is set up for email.  This only applies to annual renewal documents.  All other correspondence is by post.  I also confirm that as your policy is set up for direct debit payments that you will not receive a bill each month.

5, what sort of business rules were followed when determining that my policy lapsed on 22 Apr 2017?

•        Your monthly premium due for payment on the 25th of March 2017 was declined by your bank.
•        On the 30th of April 2017 AXX wrote to you and advised that the payment did not go through and that another attempt would be made to take the payment on the 8th of April 2017.  (This letter also advised that your policy would cancel if the payment was not sorted).
•        As the 8th of April 2017 was a Saturday, the payment was taken on Monday the 10th of April 2017 and again declined.
•        On the 22nd of April 2017 your policy cancelled as the payment had not been made.
•        As per your Premier Contents policy, AXX is able to cancel your policy by proving 14 working days notice as per the “changing or ending your policy” section of the policy on page 8 and I refer to “3 Ending your policy” as outlined below:



I hope this clarifies the situation for you.

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我:

Thanks for your reply.

I think you might have misunderstood my request.

As mentioned in my previous e-mail, I understand your position on this matter and the purpose of my e-mail is not to change your decision on my claim.

I am after some information around my policy. Under Claude 31 of Fair Insurance Code 2016 (see attached) that AXX abides by, I am within my right to access the information you relied on in evaluating my claim.  

Could you please answer my questions 1 – 5, to your best knowledge?

I have been requesting these information from AXX for three weeks, and you are recommended by both XXXX and XXXXX as the most qualified senior consultant to help me with these questions. I am hoping that you are my last stop.

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AXX保险公司:


I have tried to call you regarding your cancelled policy.

Unfortunately as previously discussed we are unable to lodge a claim for you as your policy was cancelled due to non payment.

We sent you a letter which you advised that you received however we received no payment or correspondence from you so the policy was cancelled.

I am sorry for your situation.  I can assure you that we have looked into this thoroughly.  Your policy was cancelled before the time of your burglary leaving you with no cover.

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我:

How are you?

Thanks again for trying to reach me on the phone this morning.

I am after some information around my insurance policy with AXX. My original e-mail enquiry was sent through to XXXX on 26th April, then forwarded to XXXX. My understanding is that my enquiry is now passed onto you (please correct me if I understood this wrong).  

I would like to receive an e-mail response to my questions below from AXX’s sales team – I hope this is a reasonable request.

RE: Questions from an Unfortunate Customer | Customer Reference: XXXXXXX

Dear AXX Sales Team,

Thanks again for taking the time to look at my enquiry.

My story was simple and unfortunate: I was trying to lodge a claim with AXX for a burglary happened in my flat at the address XXXXXXX, on 22nd April. After a series of communications with AXX over the next 48 hours, AXX concluded that my insurance policy lapsed on 22nd Apr due to non-payment the previous month, and this event would not be covered.

I understand AXX’s position on my case. At this stage, I am hoping that you may help me understand my policy and the reason for refusing the claim. According to Claud 31 of Fair Insurance Code 2016, this is my right.

My questions:

1, is my current insurance policy with AXX set up correctly in regards to direct debit payments with my updated credit card details?

2, according to the attached New Policy Correspondence dated 25 Jan 2017, I was contracted for a premium for the period of 25/01/2017 - 25/01/2018, subject to be paid in 12 instalments.

What are the standard procedures when AXX decides to cancel a customer’s insurance policy? Is the customer expected to receive a cancellation notice in advance of the actual cancellation?

3, what kind of communications (e.g. letters, e-mails) were involved in my case when AXX ended my policy on 22 Apr 2017?

In addition, AXX sales team reckons the bill (for the payment I missed on 25 March) was sent through to me twice, on 11th March, and again on 11th April. I do not have a record of them. Could you please find out for me whether these documents were sent to me by mail or e-mail?

4, when I signed up with AXX, I specified “e-mail” as the preferred communication method. However, I never received billing e-mails from AXX.

Could you please find out for me whether my account is set up correctly for e-mail notifications?

5, what sort of business rules were followed when determining that my policy lapsed on 22 Apr 2017?

Thanks again for taking the time to read my e-mail. I look forward to your answers.

NZ的警察就是混饭吃的职业，告知了他们PlayStation和Smart TV是可以追踪的（并且网上有很多成功案例），只需他们花几分钟向Sony报备，一旦这些设备上线，Sony就能向警方提供它们上网的IP地址。警方在电话里十分赞同我的观点，然后发了一封信说：对不起，由于没有足够的证据（没有在我家找到可疑的指纹），我们决定不继续调查。除了“祝你们抓超速抓的愉快”，我还能说些什么？

这段话,很好的概括"新西兰警察"的形象

钢琴家未眠

masterq 发表于 2017-5-23 00:52
其實樓主更新的是過程，并不意外，也不太感興趣，期待你更新最後的處理结果，我也希望你有一個好的结局。 ...

谢谢 我尽量在有重要进展的时候再更新 这个官司可能需要3 - 6个月时间解决 除非保险公司中途退让

masterq

其實樓主更新的是過程，并不意外，也不太感興趣，期待你更新最後的處理结果，我也希望你有一個好的结局。

钢琴家未眠

NewLynnHse 发表于 2017-5-22 21:51
买保险就只能当孙子了，没办法。有些保险是不能不买，所以我能不买的就不买。保险公司都是很黑暗的。。。哈 ...

鼠哥，这次我是真的看到了黑暗的一面，并且还要继续探索它的黑 哈哈

nittyst

钢琴家未眠 发表于 2017-5-22 21:32
猜测正确，收到一张payment failed之后的reminder notice - AXX说这个就是cancellation notice, 但比较公 ...

是的。但是我觉得保险公司站不住脚。因为没有明确说明不交就cancel

NewLynnHse

买保险就只能当孙子了，没办法。有些保险是不能不买，所以我能不买的就不买。保险公司都是很黑暗的。。。哈哈，很多人还不相信我说的。

钢琴家未眠

nzrover 发表于 2017-5-7 02:00
You must pay your insurance premium by the date stated on the payment notice. You cannot make a clai ...

我付了 就是晚了4周 LOL

钢琴家未眠

nittyst 发表于 2017-5-4 11:03
看了一下这个case，猜测是ami？
找了ami的content insurance的条款，保险公司中止保单权利部分摘录如下：
W ...

猜测正确，收到一张payment failed之后的reminder notice - AXX说这个就是cancellation notice, 但比较公平的说，根据它的内容判断，并不是，这个可能是将来法庭上争论的主要点之一。

钢琴家未眠

jackpan8807 发表于 2017-4-29 22:46
讲这么多，总结起来并不难。
你所说的情况 保险业里应叫grace period。 这个时间长短可能不同（ 依据 不同 ...

谢谢您的回复。AXX在合同内并没有注明grace period, 但是它的姊妹公司State是在合同中注明了有28天的grace period，而AXX员工也是这么说的，只是在书面上没有这么写。

您是业内人士？

nzrover

You must pay your insurance premium by the date stated on the payment notice. You cannot make a claim until you have paid your premium. If you do not pay your premium your policy will cease
to operate. 以上是摘录AMI 财产保险里的。 看样子是不付钱，就不给理赔。除非把钱付了。

创可贴

楼主加油！我是真的觉得ami还不错，所以现在自己卖着vero的保险，我自己都没换保险公司。从2002年开始理赔过3次，每次理赔都感动到想哭，前年住henderson的时候家里除了沙发床全搬走了。。还有餐桌。。连床头柜跟牙刷都拿走了。。cliam的人第二天上门到最后钱进账户一共两周，保了7万，理赔了6万2。其中一件衣服，一共找到一个照片，就一只袖子在里面，什么都看不出来，直接就是按照原价3000赔的。。

robertya

关注中，继续等待更新。

nittyst

diu_hk 发表于 2017-5-4 20:20
It is definitely LZ's fault, its your responsibility to have sufficient money in the bank for the di ...

I don't agree with you.
According to the policy wording,there is no term of 28 days notice or cancellation of delay payment.They should notice LZ about cancellation clearly with 14 days in advance.

P8

你说的 “我有理由怀疑，不主动通知投保人保单取消的风险，也许是他们降低赔付率的政策之一。这个是否合理合法？” 应该不合理， 保费是他们主要的收入来源，不提醒你，那就收不到保费，他们不可能提前知道你要CLAIM。每个公司应该都可以指定自己的政策，不过我感觉你还是有希望的，要证明他们没有尽力联系你。