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 July to 31st December 2020
  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 26.97 34,443 34,443 81.6% 18% 38.4% Disputes over sums / charges

During the 6 month period ending 31st December 2020, AXA PPP healthcare limited received 26.97 complaints for every 1,000 policies in force.

AXA Insurance UK plc

AXA Insurance UK plc – Financial Conduct Authority half yearly report 1st July to 31st December 2020
  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 4.73 28,594 29,715 47.5% 28.6% 60.6% Other general admin / customer service

During the 6 month period ending 31st December 2020, AXA Insurance UK plc received 4.73 complaints for every 1,000 policies in force.