Complaints - KSA - customer

At AXA, we are committed to provide you with the highest level of customer service. We also realize 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 center, or visit your local AXA branch. However, if you feel your issue requires escalation, please raise a formal complaint below.

Personal information

First name

Last name

National ID

Mobile

How would you like to be contacted about your complaint?

Telephone

Complainant details

Are you raising this complaint on behalf of someone else?

Yes

First name

Last name

Relationship

Policy information

Policy number (optional)

Membership number (optional)

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.

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OUR COMMITMENT TO YOU

When you submit a complaint we will contact you within one working day to acknowledge your complaint and provide you with your complaint reference number. We will also explain the next steps in the process and provide you with details on how you can contact us to discuss your complaint.

We will endeavour to complete our investigation and share with you the outcome of your complaint 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, your feedback will be used to help us understand how we can improve.

IF YOU'RE NOT HAPPY WITH THE HANDLING OR RESPONSE TO YOUR COMPLAINT

If you are dissatisfied with our final response or dissatisfied with any delay in our response (beyond 15 days) you may refer your complaint to the Insurance Regulator.

For all Kingdom of Saudi Arabia Insurance Policies, you can contact the Saudi Arabian Monetary Authority (SAMA) or Council of cooperative health insurance (CCHI)