AXA XL’s Vulnerable Customers Guide & Contact Support
Who is a vulnerable Customer?
The FCA considers a vulnerable customer to be someone who, due to their personal circumstances, is particularly susceptible to harm - particularly when a firm is not acting with appropriate levels of care.
All customers are at risk of becoming vulnerable at any time and this risk is increased by characteristics of vulnerability. For example, a health condition, illness, or life events such as bereavement, or job loss may affect a customer’s ability to carry out day-to-day tasks, or lead to further vulnerability such as low resilience. It could also mean they are more likely to fall behind on premium payments or potentially limit their ability to make decisions or best represent their own interests.
Contact Support for Vulnerable Customers
- For more information on this or if you have a vulnerable customer and need assistance, please contact Consumerduty@axaxl.com.
- If you are a Coverholder, Third party Claims Administrator or Assistance service provider that has complaints handling authority on behalf of ¾ÅÉ«ÊÓƵand you have identified a vulnerable customer, please contact axaxlukcomplaints@axaxl.com.
- If you are a Coverholder, Third party Claims Administrator or Assistance service provider that has claims handling authority on behalf of ¾ÅÉ«ÊÓƵand you have identified a vulnerable customer, please contact claimsregulation@axaxl.com.
Additionally, for more information on vulnerable customers, please visit our Consumer Duty page here.
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