A minor damage happened on JAN and the opposite driver committed the whole liability. As the insurer's arrangement. I sent the car to the garage. I waited 1 month without response, I called customer service and they told me they will arrange the repair and call me back in 2-3 days, I waited another 1 week, called customer service and told the garage reported there is no damage on my car!!!!!!!!! Then the customer service suggested me to send the picture to show the damage. After they receiving the pictures which shows the damages obviously, another 2-weeks waiting without response, I called the customer service and the i was told that the technician saw my pictures and there was no damage!!!!!!!!!!!!!!!!!!!!! A few days later, I received a letter told me this is a final decision and if I am not satisfied please escalate to the Financial Ombudsman Service. But actually, there is nothing about the what the decision is in the letter. Does it mean any claims will end up with nothing if you are insured by AXA? I called them again and the person said they will chase my case and no more response at all. Finally, I gave up dealing with this filthy insurer. However, today, after 4 month since the incident happened, I received a letter asking me to confirm to close my case!!! The management of AXA is a chaos and their staff are arbitrary and lack of training.