We strongly believe that service is the key driver of a business in financial services which is why complaints from AXA customers are treated seriously and are shared with senior management to help inform how we can continuously improve the products and services we offer.
If customers have a complaint which cannot be settled quickly, we have a robust complaints procedure by which issues are thoroughly investigated and reviewed.
Company data
AXA Insurance UK plc
| Product / service Grouping | Number of complaints opened by volume of business | Number of complaints opened | Number of complaints closed | % closed within 3 days | % closed after 3 days but within 8 weeks | % upheld | Main cause of complaints opened |
|---|---|---|---|---|---|---|---|
| Provision at reporting period end date | |||||||
| Insurance and pure protections | 6.99 | 20,381 | 22,083 | 30.2% | 52.4% | 58.3% | Other General Admin / Customer Service |
During the 6 month period ending 31 December 2024, AXA Insurance UK plc received 6.00 complaints for every 1,000 policies in force.
AXA PPP healthcare limited
| Product / service Grouping | Number of complaints opened by volume of business | Number of complaints opened | Number of complaints closed | % closed within 3 days | % closed after 3 days but within 8 weeks | % upheld | Main cause of complaints opened |
|---|---|---|---|---|---|---|---|
| Provision at reporting period end date | |||||||
| Insurance and pure protections | 15.011 | 24,510 | 24,363 | 64.8% | 32.5% | 56.0% | Product performance / features |
During the 6 month period ending 31 December 2024, AXA PPP healthcare limited received 15.01 complaints for every 1,000 policies in force1.
1 By ‘policies in force’ we mean lives insured.