Proofpoint User Guide

Introduction
Receiving a Secure Email from AXA Group
Logging into the Secure Email Service
- Registered users
- Registering for the first time
Viewing and replying to your Secure Email
- Storing your secure email
- Replying to Secure Emails
Forgotten password
Frequently Asked Questions

Introduction

At AXA we want to protect sensitive data, and to do this we would like to communicate with you via secure email. We use a service called Proofpoint Secure Email, this lets us communicate with you securely by encrypting the data we send and receive from you.

Before you can view these Secure emails, you will need to register just the once. The following guide takes you through the registration process, so you can access your secure messages.

From October 2019 AXA Group UK changed to a new improved Secure Email Service and as a result users will be asked to re-register their email address on first use of this service. All previous secure emails sent before this date will still be accessible as per usual.

Receiving a Secure Email from AXA Group

When you receive a Secure Email, it will look similar to the example below, you will need to click on the 'Click Here' link in the Email body or alternatively open the 'SecureMessageatt.html' attachment.

Logging into the Secure Email Service

Upon clicking the secure email link or opening the attachment you will be presented with one of two prompts; if you have registered with the Proofpoint Secure Email Service already you will just be prompted for your password or if this is the first time using the new Secure Email Service you will be asked to register your email address and set a password.

Registered users

If you have already registered on Proofpoint, you will only need to input your password.

Registering for the first time

If this is the first time you are accessing the Secure Email Solution you will be asked for your First Name, Last Name and to set up a new Password.

Viewing and replying to your Secure Email

Once you have logged in you will see your secure email. On this page you can:

Reply – To reply to the sender only please select Reply
Reply to All – If the email has other parties included in the email 'Cc’d' you can reply to all recipients
Access Help – For troubleshooting and more information on Secure Email
Logout – This will log you out of the Secure Mail site.

Storing your secure email

Each secure Message you receive will include a 'SecureMessageAtt.html' attachment. You can download this attachment to your computer for your own records. This is a copy of your secure email.

Replying to Secure Emails

To reply to a Secure Email, you must select either 'reply' or 'Reply all' from the Secure Email you have been sent.

You will then be able to reply to the email and add attachments if needed. All of which will be encrypted when sent back using the Secure Mail Portal.

Send me a Copy – If you would like to receive a copy of the email to your email account you can select this option.

Please Note that email copies will not be sent Encrypted

Forgotten password

If you have forgotten your password, please select 'Forgot Password' on the Secure Email Login screen. You will be emailed a link to reset the password, and once reset use the new password to log on.

Frequently Asked Questions

Proofpoint Secure Email is AXA’s new standard Email Encryption service that came into effect in October 2019.

Prior to this new Service, AXA may have sent you secure email using our older services (Ironport or CRES); you will still be able to access these older messages from your previous secure email messages, but we recommend that you save the Secure emails sent from Ironport or CRES before October 2020.

AXA’s Proofpoint is designed to meet AXA’s security requirements, which state that emails sent securely should not be allowed to be forwarded to others. This makes data sent from AXA more secure.

Once the message is opened it is possible for you to download attachments to your own computer and to copy and paste information from the email.

Once the message is saved the content is your responsibility and bound by your companies’ security and compliance rules.

Secure emails are opened in a browser; only notification messages are stored in your Inbox. Once you have opened a secure email you will be able to store any attachments on your Desktop or a personal folder using the “Save As” button in the Secure Reader Portal, however once downloaded they are no longer encrypted. As secure emails often contain confidential information, you are advised to consider their content and where possible keep the messages in a safe and encrypted location.

If you have read this User Guide document and still have a technical problem with secure email please contact the AXA employee who sent the secure email. If this involves an error message, please include it and we will determine if the error is internal or external. If the problem lies with AXA then we will address it, however please note that we cannot support problems from the recipient end because we cannot access your systems.

For queries or updates please contact the AXA employee you are dealing with who will be able to advise you further.

If you frequently communicate with AXA using a Shared or Group Mailbox, we recommend that upon receiving your first Proofpoint Secure Email you ensure that the password created for that shared email address is shared with those authorised to access these secure emails. Extra caution should be given when resetting passwords, we recommend that when a password is reset that the password reset email is deleted immediately after resetting the password to avoid the password being re-reset.

Accordingly, AXA UK plc and its affiliates make no representations or warranties, including warranties of merchantability, or fitness for a purpose, and has no responsibility or liability for a customer use of Proofpoint, even if recommended by us.