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 centre, or visit your local AXA branch. However, if you feel your issue requires escalation, please raise a formal complaint below.

Personal information
 
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Complainant details
 
Policy information
 
Your complaint
 

Please provide the background and details of your complaint in the box below.

These details may include dates that things have happened on, who you have spoken to about this issue already, and what action has been taken so far. If your complaint relates to a claim, please include the claim reference number.

Please enter only alpha numeric values or the following special characters ?()&!+#. Any other special characters will be considered invalid.

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WE ARE COMMITTED TO PROVIDING YOU WITH THE HIGHEST LEVEL OF CUSTOMER SERVICE. 

What happens next?

The complaint will be registered by our Staff and you will receive an acknowledgement email shortly after providing you with the reference number, which should be quoted in all future communications. 

  • We will endeavor to complete our investigation and share the outcome of your complaint with you within 7 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, we’ll request for your feedback, which will be used to help us understand how we can improve to serve you better in the future.

 

If you are dissatisfied with our final response or dissatisfied with the delay in our response (beyond 15 working days) you may refer the complaint to the Insurance Regulator (kindly provide them the details and AXA Complaint Reference Number). 

For all Sultanate of Oman Insurance Policies, you can contact the Capital Market Authority (CMA) using the following details: