Who do I contact to make a complaint?

AXA Insurance Northern Ireland

There may be times when you feel you don’t get the service you expect from us. Here’s our complaints process to help you.

• For a complaint about your policy, call to your local AXA Direct branch or ring us on 0345 828 2822
• To make a complaint with regards to your claims, please contact our claims action line on 0345 828 2823.

Customer Care

If we cannot sort out your complaint, you can contact our Customer Care Department.

Contact details are for Northern Ireland customers only. Contact details for Republic of Ireland customers can be found here

• Send us an email: Click here
• By phone: 0800 039 1970
• By post: AXA Insurance, Customer Care Department, Freepost BEL 2531, Belfast, BT1 1BR

Contact details for AXA UK customers can be found here.

Please quote a reference when contacting us i.e. policy number, claim number or complaint reference number.

Financial Ombudsman Service

If you are unhappy with the way we have dealt with your complaint, you may be able to refer to the Financial Ombudsman Service.

To assist the Financial Ombudsman Service deal with your complaint promptly, please ensure you identify AXA as 'AXA Insurance dac' and confirm that your complaint occurred in Northern Ireland.

Postal Address:

• The Financial Ombudsman Service,
• Exchange Tower,
• London,
• England,
• United Kingdom
• E14 9SR

Phone:

• 0300 123 9 123

  Calls to this number are now free on mobile phones and landlines.

• 0800 023 4 567

  Calls to this number cost no more than calls to 01 and 02 numbers.

Email Address:

• complaint.info@financial-ombudsman.org.uk

  Emails are automatically acknowledged – so check your "junk-mail" folder or "spam" filter if you don't get a reply.

Website:

• http://www.financial-ombudsman.org.uk/

Financial Services Compensation Scheme (FSCS)

AXA Insurance dac is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation in the unlikely event we cannot meet our obligations to you. This depends on the type of insurance, size of the business and the circumstances of the claim.

Further information about the compensation scheme arrangements is available from the FSCS.

Our promise to you

• We’ll reply to your complaint within three business days (see the FCA Handbook).
• We’ll investigate your complaint.
• We’ll keep you informed of progress.
• We’ll do everything possible to sort out your complaint.
• We’ll use feedback from you to improve our service.