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Complaints

At AXA XL Insurance we look at complaints objectively, and aim to provide the fairest outcome for our customers. We are grateful for the feedback provided by our customers. It gives us the opportunity to see where things may have gone wrong and how we can put them right. We use this information to continuously improve our business and processes to ensure we are providing the best service possible.

 

Number of complaints received 

Number of complaints closed

 Complaints closed within 8 weeks (%)

 Complaints upheld by firm (%)

Banking and credit cards

0

0

0

0

Home finance

0

0

0

0

General insurance and pure protection

335

326

100%

63%

Decumulation, life and pensions

0

0

0

0

Investments

0

0

0

0

Credit-related

0

0

Not applicable

0

The above figures relate to policies underwritten by Catlin Insurance Company (UK) Ltd. And XL Insurance Company SE for the period 1 July – 31 December 2017.

*61 (of 67) informal complaints resolved in December 2017 were upheld, which impacted overall upheld figures. Spike due to a single administrative issue which affected multiple policyholders.

Catlin also trades under the name of Angel Underwriting.

If you have a complaint please contact us at:

Complaints Department
AXA XL
20 Gracechurch Street, London, EC3V 0BG
Telephone Number: 020 7743 8487
Email: xlcatlinukcomplaints@axaxl.com