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.

Rights relating to automated-decision making:

Some of our decisions are made automatically by computer systems/technology (rather than by our employees) and are based on your personal information. We recognise that sometimes these decisions can have a legal or similarly significant effect on you and when they do, you can ask us to provide an explanation and ask for a member of staff to review the decision:

  • Deciding your premium – AXA InsuranceWe 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 to determine your premium and eligibility.

    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.
  • 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.

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.