Policyholders

At AXA we are determined to provide you with the best possible claims service. Our people are here to offer you guidance and support. Our aim is to deliver a fast and simple claims experience with the minimum of effort on your part.

Policyholder Services UK

Claim Online

Our new online Web Claims service includes lots of online help and is the fastest way to have your claim assessed. You can submit your claim direct to our claims team, upload supporting documents direct to your claim, and track the progress of your claim at any time.

Get started with Web Claims today.
 

Download a Claim Form

If you prefer, download a Claim Form here and send it to us by post, fax or Email (you can scan the form as an attachment).

Hints & Tips

To help avoid delays and to get the best out of the claims process:

  • Check your policy document to make sure you are eligible to claim

  • Complete every section of the claim form; we need this information to assess your claim

  • Make sure you include all supporting documentation specified on the form

  • Make sure your employer, doctor or both completes the required section of the form.

What Happens Next?

If your claim is successful we will send you a letter describing the amount to be paid, who the payment will be made to, the date the payment will leave AXA Partners – Credit & Lifestyle Protection, and how long it usually takes for the payment to reach the recipient.

If your claim is declined we will send you a letter with a full explanation of why we can not pay your claim. It may be that the information or documentation you sent does not fully describe your circumstance; if you can obtain new information or documentation to support your claim we will be happy to reassess it.

Complaints

Our goal is to provide an excellent service to all of our customers. If you feel we have let you down then please let us know immediately.

We take all customer complaints seriously. When you contact us please include the following information:

  • Your name and address

  • A daytime contact number and a preferred time you wish to be contacted

  • Any reference numbers (e.g. claim number, policy number)

  • A clear description of your concern or complaint

  • Details of what you would like us to do to put it right

Click here to read our complaints report.

The FCA deadline date of 29 August 2019 for submitting new PPI complaints has now passed

New complaints will not be considered unless you have either received specific correspondence from us advising that you can submit a complaint post-deadline, or have a significant reason for being unable to complain prior to the PPI deadline of 29 August 2019

If you’ve already made a PPI complaint - If you submitted a complaint before 29 August 2019, we’ll acknowledge this in writing as quickly as possible. We’ll aim to let you know within eight weeks of receiving your complaint. If we have already written to you asking for more information, please send this in to us as soon as possible.

How to Contact Us

Our opening hours are 09:00 – 17:00.

  • Email us at: clp.uk.info@partners.axa

  • Call us on: 0800 055 6548

  • Fax us at:  0870 4004717

  • Write to us at: AXA Partners – Credit & Lifestyle Protection, Unit 1, 2nd Floor, Building 7, Chiswick Park, Chiswick Park, 566 Chiswick High Road, London W4 5HR

Making a Complaint About the Sale of Payment Protection Insurance (PPI) Taken Out With GE Money

AXA France IARD (which acquired the policies of Financial Insurance Company Limited) and AXA France Vie (which acquired the policies of Financial Assurance Company Limited), the insurers of your PPI policy (the “Insurers”) have an agreement with Santander UK PLC (Santander) regarding our handling of mis-selling complaints.

All aspects of mis-selling complaints relating to Payment Protection Insurance (PPI) taken out with GE Money, up to and including 14 January 2005, will now be assessed by Santander on behalf of the Insurer.  Santander should therefore be the first point of contact for all customer mis-selling complaints. Mis-selling complaints received by Santander or the Insurers since 28 July 2017 will also be assessed on this basis. You should contact Santander directly to register your complaint on the details below, or if you have any questions about existing complaints or the complaints handling process:

Remember: The deadline for submitting PPI complaints is 29 August 2019.

Online

Web address: https://www.santander.co.uk/uk/help-support/complaints/ppi-complaints

By Telephone

Call on 0800 171 2171 (PPI Helpline)
Lines are open 8am-8pm Monday to Friday and 8am-4pm Saturday except Bank Holidays.

By Post

For all store card complaints:

PPI C1
Santander
9 Nelson Street
Bradford
BD1 5AN

To enquire whether you have had PPI on any Santander accounts that you currently hold or have previously held, please write to the following address:

Santander
SARs Team
PO Box 1111
Bradford
BD1 9NQ