Whilst there are a number of ways in which we collect your personal information, the two main ways are from things you tell us yourself, and from things we ask other people or organisations to share with us.

Things you tell us could include information that you provide during conversations we have on the phone, what you’ve written on an application form or if you provide information by email or online. We might also collect information about you from other people and organisations, such as our distribution partners, healthcare professionals and other insurers. Please see below for a list of ways we collect your personal information.  

We may collect personal information directly from you:  

  • through online quotes and application forms; 
  • when you purchase or use any of our products or services; 
  • via online enquiry, registration, claim forms and live chat; 
  • via our telephone calls with you, which may be recorded* and this may include logging your telephone number, date, time, and duration of the call;  
  • when you fill out a survey; 
  • via cookies - You can find out more about this in the cookie policy for each AXA Partners website via the link in the banner and footer (HERE for this site); 
  • when you provide your details to us either online or offline; and 
  • when you provide a service to us or our customers (as a supplier or business partner). 

* We mostly record calls to review whether we are meeting our own and our regulators’ standards; to help us investigate any concern you express about our dealings with you and to help identify and investigate fraud. Call recording is also used for quality and training purposes. 

Whether or not the provision of your personal data to us is mandatory will be indicated to you at the time of collection of such information (e.g., by an asterisk on the collection form). 

We may collect your personal information from a number of different sources including: 

  • Directly from an individual who has a policy with us under which you are insured, for example you are a named party on a travel insurance plan 
  • From websites where you may leave reviews about us e.g. Trustpilot
  • From social media: 
  • to respond to queries 
  • to administer competitions or other activity run by us 
  • when fraud is suspected 
  • via a third party which collates public opinion about AXA from social media 
  • Other third parties including: 
  • Your family members when they make enquiries about purchasing a product for you or including you on their insurance, when you ask them to make a claim on your behalf, or where you may be incapacitated or otherwise unable to provide information yourself when we need it
  • Medical professionals and hospitals
  • Other AXA Group companies
  • Aggregators (such as price comparison websites)
  • Partners who provide our policies directly to you*
  • Third party service providers
  • Third parties who assist us in checking that claims are eligible for payment
  • Third parties who assist us in investigating fraud
  • Third parties who provide information which may be used by AXA to inform its risk selection, pricing, and underwriting decisions 

*You may purchase our insurance from one of our business partners (for example as an add-on to other insurance you are buying from them). You may also purchase a policy which is underwritten by our business partner, but for which we process and service your claims. In these circumstances, our business partner will collect and share some of your personal data with us in order for us to underwrite and administer your policy (where we are the underwriter) and to provide you with relevant services if you make a claim. 

If you have purchased our insurance from one of our business partners, or where we are handling a claim under a policy underwritten by one of our business partners, our claims handling service may use the brand of our business partner in dealing with your enquiry. However, the information we collect is used by us (rather than our business partner) for these purposes. 

Where you provide your personal information via a website that is not managed by or affiliated with AXA, the privacy policy presented on that site will apply to the collection and processing of the information. This should be made clear on the website, in the privacy policy or site terms.