Your rights

You can ask us to do various things with your personal information. For example, at any time you can ask us for a copy of your personal information, ask us to correct mistakes, change the way we use your information, or even delete it. We’ll either do what you’ve asked, or explain why we are unable to - usually because of a legal or regulatory issue.

You can make any of the requests set out below using the contact details provided to you in your documentation.

You have the following rights in relation to our use of your personal information:

The right to access your personal information

You are entitled to a copy of the personal information we hold about you and certain details of how we use it. There will not usually be a charge for dealing with these requests. Your personal information will usually be provided to you electronically where possible. Where not possible, or where otherwise agreed, we will provide your personal information in writing (audio recording for telephone calls). 

The right to rectification

We take reasonable steps to ensure that the personal information we hold about you is accurate and, to the extent necessary, complete. However, if you do not believe this is the case, please contact us by using the details shown in your documentation and you can ask us to update or amend it.

The right to erasure

In certain circumstances, you have the right to ask us to erase your personal information, for example where the personal information we collected is no longer necessary for the purpose for which we have told you we will use it, or where you withdraw your consent if that is our legal ground for processing the information. However, this will need to be balanced against other factors, for example according to the type of personal information we hold about you and why we have collected it. There may be some legal and regulatory reason which means we cannot comply with your request.

Right to restriction of processing

In certain circumstances, you are entitled to ask us to suspend using your personal information for a period, for example where you think that the personal information we hold about you may be inaccurate, to allow us to verify the accuracy, or where you think that we no longer need to process your personal information, but you need us to keep it for legal reasons.

Right to data portability

In certain circumstances, you have the right to ask that we transfer any personal information that you have provided to us to another third party of your choice. Once transferred, the other party will be responsible for looking after your personal information.

Right to object to direct marketing

You can ask us to stop sending you marketing messages at any time. Please see the Marketing section for more information.

Right not to be subject to automated-decision making

Some of our decisions are made automatically by inputting your personal information into a system or computer and the decision is then calculated using certain automatic processes rather than our employees directly making those decisions. We may make automated decisions in the following situations:

  • Deciding your premium We use the personal information that you and others provide to us about you, your family, property, where you live, your policy, claims history, and other non-personal information such as garage repair costs or hospital costs to determine your premium and eligibility. The price also depends on what options you have chosen to purchase. For example, if you live in London you will pay more than if you live in Lancashire because healthcare costs, on average, are higher in London than Lancashire. We also use information about how long you have been a customer, how many claims you have made and how much you pay in premiums to determine what terms you are offered at renewal.
  • Fraud prevention – AXA Insurance AXA Insurance uses automated anti-fraud filters that check against lists of people known to have undertaken fraudulent transactions and will reject those applicants on the basis they are likely to defraud the company.
  • Assessing your application AXA Insurance
    • We may use scoring methods to assess your application, to verify your identity and determine finance charges.
    • We use individual credit reference information about you provided to us by third parties in order to assess your suitability for insurance and the price we offer to you. The information used to assess your insurance risk includes: verification of your residence at address via bills and electoral roll, historic payment behaviour on financial products, prior insolvency and any prior county court judgments. If we are unable to validate your residence at the insured address or consider your historic payment behaviour with creditors to be significantly adverse, we will decline to offer you a price for your insurance risk. The credit reference assessments carried out by AXA Insurance are bespoke and will not impact your ability to obtain insurance or other financial products elsewhere.
    AXA Health
    • When you join us you will either do so on a personal policy or under a group scheme. We may collect information directly from you, from/via your spouse or your partner, your parents or employer. Depending on the type of scheme we may collect health information at the start, as well as personal information such as your date of birth and address. Depending on the type of scheme/policy AXA Health may use the personal and sensitive information in order to assess the price and determine any exclusions we need to apply.
    • Examples of information used include: your age, your postcode, your lifestyle (e.g. do you smoke cigarettes) and your medical history. If you do not consent to us processing sensitive information in this way, we may be unable to assess your application or offer you cover, alternatively we may only be able to offer you styles of policy that do not require us to have that information at the start. The automated decision making carried out by AXA Health during the application is bespoke, and we do not share the results of this with third parties.
  • Assessing your claims AXA Insurance
    • We may use automated processing to assess who is at fault for a claim and / or whether your claim is eligible for payment. For example, if you’ve used our self-serve facility to advise us that you’ve hit a stationary car or hit a car going in a straight line when changing lane, our system will make an initial automated decision that you are fault as there is no other person or company that can held responsible for the incident meaning we wouldn’t be able to reclaim the costs. Vice versa, if you’ve advised us you were hit in the rear while stationary, our system will make an initial automated decision that the other party is at fault meaning we will make every effort to reclaim the costs from the party at fault. Where the fault is not clear, your claim will be referred to a Claims Handler for further review.
    AXA Health
    • We may use automated processing to assess whether your claim is eligible for payment or whether an invoice from a healthcare provider is eligible for payment. Eligibility for payment of a healthcare provider invoice is based on whether your membership is active at the time you claim and/or incur a cost for which there is a claim and if so whether or not the claim or cost is covered under the terms of your policy/scheme membership.

You have a right not to be subject to automated decision-making that has significant effect on you. The exception to this is where the automated decision making is necessary for entering into or performing a contract. Such decisions include assessing your application or claim. If the decision is to decline an application for insurance or to decline or significantly limit the amount, we will pay on a claim leaving you with significant costs to settle yourself, you can ask us to have the decision reconsidered by a member of staff. If you want to opt out of other automated decision-making having significant effect let us know, although in some circumstances it may mean we can’t offer you a quote or policy as some automated decisions are necessary to provide your insurance policy.

The right to withdraw consent

For certain uses of your personal information, we will ask for your consent. Where we do this, you have the right to withdraw your consent to further use of your personal information. Please note in some cases we may not be able to process your application or claim if you withdraw your consent.

The right to lodge a complaint

You have a right to complain to the Information Commissioner's Office (ICO) at any time if you believe that we have not met the requirements of data protection law. The ICO will usually expect that you have given us the opportunity to resolve your complaint before they will take up your enquiry, so please do tell us first if you think we have not complied with these laws. More information can be found on the Information Commissioner’s Office website.

In some circumstances exercising some of these rights will mean we are unable to continue providing you with cover or services. This may therefore result in the cancellation of a policy or service. You may also lose the ability to bring any claim or receive any benefit or service including in relation to any event that occurred before you exercised your right. Your policy terms and conditions set out what will happen in the event your policy is cancelled.