Respect for the client

For an insurer, respect for the client includes the quality of transparent and accurate information provided, as well as a duty to provide sound advice and guarantee confidentiality at all times, fair treatment for all, and honest advertising messages.

1) Professional Code of Ethics

Most of AXA's companies adhere to the professional code of conduct in force in the country where they operate. In order to harmonize the ethical practices governing AXA's client relationships around the world, a professional code of ethics has been drawn up at Group level. In addition to the national and international regulations that AXA subsidiaries are subject to, AXA's professional code of ethics is based on the following fundamental principles for their customer relations: quality advice, transparency, non-disclosure of confidential client information, fair competition, and fighting fraud and money laundering.

The code of ethics also contains a policy statement on how to handle staff complaints.

2) Handling customer complaints

AXA provides its customers with the means to express and resolve any disputes that may arise with the company, notably through dedicated complaints departments.

Complaints handling in Ireland and Canada

Through a partnership with AXA Assistance's Irish subsidiary, AXA Ireland is working to offer its clients maximum responsiveness in the event of a claim: permanent availability (24/7/365), client assistance, as well as quick, appropriate and fair handling of requests, from them being submitted through to the releasing of any funds required.

AXA Canada has rolled out a particularly innovative structure for handling its client complaints, setting up an ombudsman. Indeed, this ombudsman not only oversees client disputes and complaints for AXA Canada, but also chairs Canada's largest senior consumer association (280,000 members, 900 clubs), giving it a view of broader customer issues concerning the entire sector. The ombudsman provides support for clients, helping them to put their files together, in line with the public authorities' major expectations in a market that is heavily dominated by brokers. This partnership has been in force since 1992.

"National Client Service Awards UK"

AXA Life UK's quality of service has just been rewarded, with one of the "quality of service" taskforces from AXA's life insurance subsidiary in the UK just winning the best team of the year award in the financial services category at the National Client Service Awards held in London in September 2006.

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