Submit a complaint
At AXA, we are committed to providing you with the highest level of customer service. We realise that from time to time, things can go wrong. If this happens, we would like to hear about it. Usually, we can resolve most issues or queries immediately. So, please contact our call center or visit your local AXA branch.
OUR COMMITMENT TO YOU
When you submit a complaint, we will contact you within one working day to acknowledge your complaint and provide you with your complaint reference number. We will also explain the next steps in the process and provide you with details on how you can contact us to discuss your complaint.
We will endeavour to complete our investigation and share with you the outcome of your complaint within (7) seven working days. If this is not possible, we will let you know and keep you updated throughout the process.
Your complaint will always be treated fairly and confidentially. Once your issue has been resolved, your feedback will be used to help us understand how we can improve.
If you're not happy with the handling or response to your complaint or dissatisfied with our final response or any delay
in our response (beyond 15 working days), you may refer your complaint to the Insurance Regulator.
You may do so by sending the details of your complaint, stating the AXA Complaint Reference Number, to the relevant regulator:
Click here to view our complaints process flowchart.