Submit a complaint
At AXA, we are committed to providing you with the highest level of customer service. We also realise 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 centre, or visit your local AXA branch. However, if you feel your issue requires escalation, please raise a formal complaint below.
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 working days) you may refer your complaint to the Insurance Regulator.
You may do so by sending details of your complaint, stating the AXA Complaint Reference Number, to the relevant Regulator:
For all Kingdom of Saudi Arabia Insurance Policies, you can contact the Saudi Arabian Monetary Authority (SAMA) using the online complaint form or the following details: