Online security and fraud

Fraud is the most commonly experienced crime in the UK. Make sure you protect yourself and others and if you fall victim to fraud, report it, we can help.

Report insurance fraud now

Fraudulent scams

Keeping your accounts and finances safe and secure is as important to us as it is to you. Online scams are ever evolving, and new technologies are making it easier for fraudsters to trick us into revealing our personal information. We want to help you avoid falling victim to fraud by recognising some common types of scams:

Missed call scams

These scams work by calling your number briefly so that your device registered a missed call. The number calling you will typically from a 070 or 076 which appear to be mobile numbers, but in fact they are premium rate numbers for which you will be charged a considerable amount per minute if you call it back.

Spoofed calls

Fraudsters will try and trick you into giving away your personal information by calling you, pretending to be from your bank or insurer. Often the call will appear to be from a legitimate number, though this is not actually the case, the scammer has just disguised their number. Always beware of unexpected calls from companies asking you to provide personal information over the phone. If you are unsure of the legitimacy hang up and call back on an alternative contact number the company has listed on their official website.

Phishing attempts via text message or messenger apps

Example: you receive a mobile text message to click on a link to confirm your destination for a delivery.

Criminals create a sense of urgency to manipulate emotions. Remember, never click without verifying.

Ask yourself: Were you expecting a delivery? Can you identify the sender? Are there other ways to track your order?

Phishing attempts via email

Advances in technology have enabled scammers to easily create coherent, grammar perfect phishing emails in seconds, often using real images and branded templates, taken directly from original sites, Consequently, suspicious images, poor grammar and spelling errors in phishing emails are becoming red flags of the past.

More than ever, it is essential to be vigilant and apply caution to any unexpected emails you receive that require you to respond:

  1. Check the identity: Do you know the sender name, the number, the email address?
  2. Look at the subject of the request: Was it expected? Unusual? Surprising?
  3. Are there any warning signs: Playing with your emotions? Sense of urgency? Big threats? Big promise? Business opportunities?
  4. Assess the type of action required: Immediate action? Click on a link? Open an attachment? Any requirement to share personal information?

If in doubt, always verify the legitimacy of the communication using another communication method such as calling the number listed on the main company website.

Always trust your instincts, if something doesn’t seem quite right it probably isn’t.

Fake websites and claims fraud

As we move into a more digital world, fraudsters are now targeting people looking to make a claim with their insurance company through online search. They impersonate legitimate companies and entice customers to contact them rather than their real insurer. This means that customers don’t deal with their insurance company directly, and they won’t get the service they expect. It may even lead to them being harassed by the scammers too.

These scams can be convincing, with similar web addresses and website branding to the insurer they’re impersonating. We have a checklist of what you should look out for to spot a scammer on our Help Hub.

If you’re not sure you’re dealing with AXA – or your own insurance company, if you have a policy with someone else – stop all communication with the company and contact your insurer directly. 

Protect yourself from insurance fraud

Having the right insurance makes life possible. Whether it is owning your own home, running a business or driving a car. Insurance helps you manage risk and protects you from financial loss. But the insurance market is being abused by a small minority intent on defrauding the system costing the UK economy more than a billion pounds every year. That’s why we’re committed to managing fraud risks and protecting you from suffering any financial losses.

There are no guaranteed get-rich-quick schemes. If an offer appears too good to be true, it probably is. Remember that any unexpected contact saying you need to take urgent action on an account, make a payment, download software, provide pin numbers or provide remote access is likely to be a scam.

What is insurance fraud?

Fraud remains the most commonly experienced crime in the UK and is known to fund other serious crime. It can be committed by anyone, and through various methods of deception.

The Fraud Act 2006 defines fraud as a crime. It’s considered to have taken place when a person intends to make a gain or cause a loss to another by dishonestly:

  1. making a false or misleading representation
  2. failing to disclose, or deliberately concealing information they had a duty to disclose
  3. abusing a position in which they're expected to safeguard the financial interests of another person.

The main reason people commit insurance fraud is to gain financially. Whether it’s exaggerating or falsifying a claim, or providing false or inaccurate information when taking a policy out. This behaviour drives the cost of insurance up and can have serious consequences. Your claim could be refused, your policy void, or you’re put on the Insurance Fraud Register (IFR) which would affect your ability to get insurance in the future. Or even, civil or criminal sanctions resulting in fines or custodial sentencing.

Investment scams

Investment scams using the AXA brand have defrauded over £1.1million from victims since January 2020.

Stay alert and find out more about investment scams using the AXA brand

How do I report fraud?

If you find that you have been a victim of fraud we’re here to help:

  • To discuss an incident or scam relating to AXA Investments, call AXA IM on 020 7003 1000 and ask for the Financial Crime Team. Or email LONFinancialCrimeTeam@axa-im.com.
  • To discuss insurance fraud, call us on 0345 900 4171 or email the following information to fraud@axa.co.uk:
    • Your name
    • Whether your report relates to an AXA policy or an AXA claim
    • The product your query relates to (personal motor insurance, commercial motor insurance, liability insurance, household insurance, commercial property and motor trade insurance, or travel insurance)
    • Your policy of claim reference
    • Your contact number
    • Any further information that might help us with your query

Staying safe online

Steps you can take to protect yourself and keep your personal data safe:

  1. 1. Protect your information

    Do not send or disclose personal / confidential information via email, on the phone or over the internet unless you know the recipient and know the process is protected through encryption. Do not leave passwords written down or easily accessible on your computer.

  2. 2. Secure your networks and protect your devices

    Download trusted online security software to protect you, especially when banking online. Do not allow third parties remote access to your devices.

  3. 3. Question unexpected communications

    Before responding to an unexpected communication, ask yourself if what you have received seems legitimate.

  4. 4. Don't click on links or attachments

    Never click on any attachment or link without first checking the legitimacy of the contact.

  5. 5. Always use alternative trusted communications channel to verify legitimacy

    Check the company’s website. Call the provider back using a publicly published phone number and ask them to validate what you are being told.

  6. 6. Check for suspicious signs

    For example wrong logo usage, missing signature, uncommon email address, etc.

  7. 7. Think twice about sharing bank details or transferring money

    Never set up new or change existing payment details without verifying the request directly with the person or company you are paying. Never transfer money out of your account if asked to do so for ‘security reasons’. And do not send money to someone you talk to online no matter how urgent it appears or how well you think you know them, there’s a chance it could be fraud.

This list is not exhaustive. We encourage anyone who receives any communication (phone/email/message/Whatsapp/social media/mail) in relation to any fraudulent scheme to report them directly to the FCA and Action Fraud using the links below:

Stop

Take a moment to stop and think before parting with your money or information.

Challenge

Could it be fake? It’s OK to reject, refuse or ignore any requests. Only criminals will try to rush or panic you.

Protect

Contact the company directly if you think you’ve fallen for a scam and report it to Action Fraud.