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 PPP healthcare Limited

AXA PPP healthcare Limited - Financial Conduct Authority half yearly report 1 January 2018 – 30 June 2018
  Number of complaints opened by volume of business            
Product/service Grouping Provision at reporting period end date 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
Insurance & pure protection 17.1 18,516 18,291 76.2% 20% 45.4% Product performance/features

During the 6 month period ending 30th June 2018, AXA PPP healthcare limited received 17.1 complaints for every 1 thousand policies in force.

AXA Insurance UK Plc

AXA Insurance UK Plc - Financial Conduct Authority half yearly report 1 January 2018 – 30 June 2018
  Number of complaints opened by volume of business            
Product/service Grouping Provision at reporting period end date 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
Insurance & pure protection 1.75 11,018 10,578 33.8% 48.9% 65.8% Delays/Timescales

During the 6 month period ending 30th June 2018, AXA Insurance UK plc received 1.75 complaints for every 1 thousand policies in force.

Product/service grouping Provision at reporting period end date 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
Insurance & pure protection 17.1 18,516 18,291 76.2% 20% 45.4% Product performance/features