How do we use your personal information?

We mainly use your personal information to provide you with an insurance policy, healthcare trust benefits and other services that you, your employer, or other family member obtain from us and to provide you with the right services based on your situation. So, for example, if you have a problem, we make sure the right network of providers and specialists are in place and we can also update you quickly on the progress and cost of your claim and keep you safe from fraud. However, there are a number of other reasons why we use your personal information; please see below for a more detailed list of how we use your personal information.

We may process your personal information for a number of different purposes, and these are set out in more detail in the below sub-sections for AXA Insurance and AXA PPP healthcare where applicable. Under data protection laws we can only process your information where we have one or more legal ground or condition for doing so as set out in the law. We have set out below the main reasons why we process your personal information and the applicable circumstances when we will do so. When the personal information we process about you is classed as sensitive personal information (criminal offences information and ‘Special Category Personal Data’ such as your health, sexual orientation and ethnic origin), we must have an additional legal condition for such processing, including the substantial public interest condition for the insurance industry or, where necessary, we will ask for your consent. 

  • Processing of personal and sensitive personal information is necessary in order for us to provide your insurance policy, benefits or other services, such as assessing your application and setting you up as a policyholder, or trust beneficiary, administering and managing your insurance policy or benefits, providing all related services, providing a quote, handling and paying claims and communicating with you. In these circumstances, if you do not provide such information, we may not be able to offer you a policy, service or process a claim.
  • We may use Cloud (technology) storage solutions within the United Kingdom and the European Union which are chosen to ensure efficiency and improved performance through up to date technology. In some instances, we may consider similar technology outside the EEA. In all cases where personal data is transferred to a country which is deemed not to have the same standards of protection for personal data as the UK AXA will ensure Appropriate Safeguards have been implemented to ensure that your personal information is protected.
  • Where we have a legal or regulatory obligation to use personal information, for example, when our regulators, the Prudential Regulatory Authority, (PRA), the Financial Conduct Authority (FCA) and our data protection regulator, the Information Commissioner's Office (ICO) wish us to maintain certain records of any dealings with you.
  • Where we need to use your personal information to establish, exercise or defend our legal rights, for example when we are faced with any legal claim or where we want to pursue any legal claims ourselves.
  • Where we need to use personal and sensitive information for reasons of public interest, such as investigating fraudulent claims, including large scale/organised fraudulent claims, medical malpractice and anti-money laundering checks.
  • Where you have provided your consent to our use of your personal information. We will usually only ask for your consent in relation to processing your sensitive personal information (such as health data) or when we would like to provide marketing information to you (including information about other products and services). We do not always need your consent to process your sensitive personal information, but where we do we will make this clear when you provide your personal information. Without your consent, in some circumstances, we may not be able to provide you with cover under a policy or handle a claim, or you may not be able to benefit from some of our services. Where you provide sensitive personal information about a third party, we may ask you to confirm that the third party has provided his or her consent for you to act on their behalf.
  • Where we have appropriate legitimate business needs to use your personal information such as maintaining our business records, developing and improving our products and services, all whilst ensuring that such business need does not interfere with your rights and freedoms and does not cause you any unnecessary harm.
  • Where we need to use your sensitive personal information such as health data because it is necessary for your vital interests, this being a life or death matter.

You will find details of the legal grounds we rely on for each use of your personal information below.

Detail section