AXA UK

UK arm of AXA. Products & services: Car, Home, Business, Travel.

Updated: 2 August 2026

Company Overview

Industry: Insurance (general and private medical)
Parent company: AXA Group (ultimate parent AXA SA, Paris)
Regulator: Financial Conduct Authority (and Prudential Regulation Authority)
Ombudsman: Financial Ombudsman Service
Founded: AXA Insurance UK Plc incorporated 1903 (Companies House)
Legal entity: AXA Insurance UK Plc (company no. 00078950)

4.77Complaints per 1,000 policies (AXA Insurance UK Plc)
63.4%Closed within 8 weeks (AXA Insurance UK Plc)

What customers complain about

AXA customers most often complain about general administration and customer service on personal insurance (motor, home, van, landlord and business), and about product performance and claims on AXA Health private medical cover. In the six months to 31 December 2025 AXA Insurance UK Plc reported 16,052 complaints opened, 58.7% upheld and a rate of 4.77 per 1,000 policies, closing 63.4% within eight weeks; AXA Health (AXA PPP healthcare) reported 19,555 complaints, 54.6% upheld. Because AXA splits cover across separate legal entities, the right complaint route depends on the product — personal insurance goes to AXA Insurance's customer care team (customercare.ins@axa-insurance.co.uk), health to AXA Health. AXA must issue a final response within eight weeks; unresolved complaints can go to the Financial Ombudsman Service, usually within six months.

Complaint categories

1
General administration and customer service (personal insurance)
AXA's own complaints-data return names 'Other general admin / customer service' as the single largest cause of complaints about AXA Insurance UK Plc's general-insurance products — covering delays, communication, documentation and handling on car, home, van, landlord and business policies.
AXA published complaints data, 6 months to 31 Dec 2025 (axa.co.uk/about/complaints-data)
2
Product performance and features (AXA Health)
For AXA PPP healthcare Limited (AXA Health), AXA reports the leading complaint cause as 'Product performance / features' — typically disputes over what a private medical policy covers, authorisations and claims decisions rather than administration.
AXA published complaints data, 6 months to 31 Dec 2025 (axa.co.uk/about/complaints-data)
3
Renewal pricing (reported, not verified)
Reviews and comparison sites frequently report dissatisfaction with motor and home renewal prices, in line with the wider UK personal-lines market. This is a reported theme, not verified from AXA or the FCA as a formal complaint category.
Reported theme from review/comparison coverage; not an official AXA/FCA complaint statistic
4
Claims handling in home and travel insurance
The FCA's July 2025 review of insurance pricing and claims singled out home and travel claims handling as needing improvement across the market; AXA-linked travel/assistance entities were later placed under FCA requirements. This is market/regulator context rather than an AXA-specific complaint percentage.
FCA press release, 24 July 2025; FCA supervisory requirements on AXA Partners entities, Oct 2025

Latest statistics

16,052Complaints opened (AXA Insurance UK Plc, general insurance)6 months to 31 Dec 2025 (2025 H2)
63.4%Closed within 8 weeks (AXA Insurance UK Plc)6 months to 31 Dec 2025 (2025 H2)

Figures are the firms' own FCA-mandated complaints returns for the six months ending 31 December 2025 (2025 H2), as published by AXA on axa.co.uk/about/complaints-data. AXA Insurance UK Plc covers general insurance (motor, home, landlord, van, business); AXA PPP healthcare Limited (AXA Health) covers private medical/health cover and its rate is expressed per 1,000 lives insured. 'Upheld' means AXA decided in the customer's favour in whole or part; it does not imply the complaint involved wrongdoing. These are self-reported six-month snapshots, not independently audited, and the two entities are not directly comparable.

Contact methods

Complaint journey

1
Contact the right AXA team
Complain to the entity that handles your product.
Typical responseImmediate
What happens
Identify which AXA entity holds your policy. Personal car, home, van and landlord complaints go to AXA Insurance UK Plc (customercare.ins@axa-insurance.co.uk); business/commercial cover to commercial.complaints@axa-insurance.co.uk; private medical/health cover to AXA Health (AXA PPP healthcare Limited) via its own contacts. You can complain by phone, email, post or online form — the phone number is on your policy documents as AXA runs different lines per product.
2
AXA acknowledges your complaint
AXA logs it and confirms who is handling it.
Typical responsePromptly
What happens
Under FCA rules AXA must acknowledge your complaint and investigate it. A complaint is any expression of dissatisfaction about its service or products; keep the acknowledgement and any reference number it gives you.
3
AXA investigates and issues a final response
AXA reviews the case and sends its decision.
Typical responseUp to 8 weeks
What happens
AXA aims to resolve complaints as quickly as possible — its data shows many general-insurance complaints closed within three days — but under FCA rules it has up to eight weeks to send a final response. That letter should explain its decision and tell you about your right to go to the Financial Ombudsman Service.
4
Escalate to the Financial Ombudsman Service
Free, independent review if you're still unhappy.
Typical responseWithin 6 months
What happens
If AXA does not resolve your complaint within eight weeks, or you disagree with its final response, you can refer the dispute free to the Financial Ombudsman Service — usually within six months of the final-response letter. The Ombudsman reviews the case independently and, if you accept its decision, AXA must comply. The FCA regulates AXA's conduct but does not resolve individual disputes.

Response times

AXA must acknowledge your complaint and, under the FCA's DISP rules, send a final response within eight weeks. Its own 2025 H2 data shows it closed 31.2% of AXA Insurance UK Plc general-insurance complaints within three working days and 63.4% within eight weeks; AXA Health (AXA PPP healthcare) closed 51.0% within three days and 47.5% within eight weeks. Because AXA uses separate teams and phone lines per product, response times can vary between car, home, business and health cover. If AXA has not resolved your complaint after eight weeks, or you are unhappy with the outcome, you can go to the Financial Ombudsman Service, usually within six months of the final response.

If your complaint isn’t resolved

If AXA UK can’t put things right, you can escalate — free of charge — to an independent body:

Financial Ombudsman Service

Recent news

31 October 2025
The FCA imposed supervisory requirements (VREQs) on AXA Group assistance entities Inter Partner Assistance SA and AXA Assistance (UK) Limited (AXA Partners), including monthly policy-count reporting and a bar on new partnerships without FCA consent, as part of its review of home and travel insurers.
Read more
24 July 2025
The FCA published findings that motor premium rises were driven mainly by external claims costs, but told insurers to improve claims handling, singling out home and travel insurance for delays and referral-fee practices.
Read more

Earlier cases

6 November 2014
Historic: the FCA fined AXA Wealth Services Ltd £1,802,200 for failing to ensure it gave suitable investment advice, and required it to contact and compensate affected customers.
Read more

Know your rights

Financial Conduct Authority DISP rules
AXA must acknowledge complaints, investigate fairly and issue a final response within eight weeks, and tell you about your right to the Financial Ombudsman Service. This is general information, not legal advice.
Consumer Rights Act 2015
Insurance services must be provided with reasonable care and skill; if AXA's service falls short you can ask it to put things right. Claims outcomes still depend on your policy terms. This is general information, not legal advice.
Insurance Act 2015 / Consumer Insurance (Disclosure and Representations) Act 2012
These set the duties around information you give when taking out or renewing cover and how insurers can treat non-disclosure. They can be relevant when a claim or cancellation dispute turns on what was disclosed. This is general information, not legal advice.

Frequently asked questions

Who do I complain to about my AXA policy — AXA Insurance or AXA Health?

It depends on the product. Car, home, van, landlord and business cover is handled by AXA Insurance UK Plc (customercare.ins@axa-insurance.co.uk, or commercial.complaints@axa-insurance.co.uk for business). Private medical, dental and health cover is handled separately by AXA PPP healthcare Limited, trading as AXA Health, which has its own contacts.

How long does AXA have to respond to my complaint?

Under FCA rules AXA must send a final response within eight weeks. Its own 2025 H2 data shows it closed 31.2% of AXA Insurance UK Plc complaints within three working days and 63.4% within eight weeks, so many are resolved sooner.

Is a service complaint the same as disputing a claim?

No. A service complaint is about how AXA treated you — delays, poor communication or admin errors, which its data shows is the leading cause of personal-insurance complaints. A claims dispute is a disagreement with AXA's decision to decline or underpay a claim; both go through the same complaints process but need different evidence.

Can I take my AXA complaint to the Financial Ombudsman Service?

Yes, if AXA has not resolved it within eight weeks or you disagree with its final response. Refer to the Financial Ombudsman Service (0800 023 4567) free of charge, usually within six months of AXA's final-response letter. Its decision binds AXA if you accept it.

Does AXA have a Citizens Advice star rating like energy suppliers?

No. Citizens Advice star ratings apply to energy suppliers, not insurers. AXA's accountability comes from FCA conduct rules, its published FCA complaints data, and the binding decisions of the Financial Ombudsman Service.

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