How do we collect your personal information?

Whilst there are a number of ways in which we collect your personal information, the two main ways we collect personal information about you are from things you tell us yourself, and from things we ask other people or organisations to share with us. Things you tell us could include conversations we have on the phone, what you’ve written on an application form or if you post something on one of our forums. We might also collect information about you from other people and organisations, such as healthcare professionals and credit reference agencies, or by checking databases, such as the electoral register. Please see below for a list of ways we collect your personal information.

We may collect personal information directly from you:

  • via enquiry, registration, claim forms and live chat platforms;
  • via feedback forms and forums;
  • when you purchase or use any of our products or services;
  • when you fill out a survey, or vote in a poll on our website;
  • through quotes and application forms;
  • via cookies. You can find out more about this in our cookies policy;
  • via our telephone calls with you, which may be recorded;
  • when you provide your details to us either online or offline; and
  • when you provide a service to us (as a supplier).

We may collect your personal information from a number of different sources including:

  • directly from an individual or employer (or your employer’s service provider) who has a policy with us under which you are insured, for example you are a named driver on your partner’s motor insurance policy;
  • directly from an employer which funds a Healthcare Trust that we administer where you are a beneficiary;
  • from credit reference agencies who will supply us with information, including information from the Electoral Register and credit information. Please note that the agencies may record details of the search whether or not your application proceeds;
  • from social media, in particular when fraud is suspected; and
  • Other third parties including:
    • your family members when they make enquiries about purchasing a product for you or including you on their insurance, when you ask them to make a claim on your behalf, or where you may be incapacitated or otherwise unable to provide information yourself when we need it;
    • medical professionals and hospitals;
    • aggregators (such as price comparison websites);
    • your Insurance Broker if you have one;
    • partners who provide our policies directly to you;
    • third parties who assist us in checking that claims are eligible for payment;
    • third parties such as companies who provide consumer classification and other personal data for marketing purposes e.g. market segmentation and lifestyle data;
    • third parties who provide information which may be used by AXA to inform its risk selection, pricing and underwriting decisions; and
    • in the case of where your employer provides vehicles for business purposes we may obtain relevant information about your driving via technology such as a driving application.