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 1st January to 30th June 2021
  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 29.09 39,178 38,327 82.7% 16.7% 43% Disputes over sums / charges

During the 6 month period ending 30th June 2021, AXA PPP healthcare limited received 29.09 complaints for every 1,000 policies in force.

AXA Insurance UK plc

AXA Insurance UK plc – Financial Conduct Authority half yearly report 1st January to 30th June 2021
  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 4.00 23,676 29,743 44.9% 25.4% 57.3% Other general admin / customer service

During the 6 month period ending 30th June 2021, AXA Insurance UK plc received 4.00 complaints for every 1,000 policies in force.