The reason for my call was the fact that I was charged an additional late-payment-fee which resulted from the fact that the original invoice was only available through my axa account and the notification landed in my spam folder (naturally there is no fault of AXA and I did not intend to dispute the fee but wanted to avoid it in the future). I called to find out how to set-up a SEPA so it does not happen again next year but it seemed I was giving all the answers during the call (where to find relevant documents and what to do with them). Overall, I still think the insurance product is great but since this is a minor expense and only happens once a year I would appreciate more support in automating this process as I do not want it on my mind all the time. Setting-up this automation should have happened when selling me the product which would have avoided both the late-fee and the customer service call leaving me a very happy customer, with the added hassle I am not so happy.