Contact us

Contact us by phone
From France: 0800 91 89 89
From Belgium and Luxembourg: +352 44 24 24 50 27

Our postal address
AXA Wealth Europe 1, place de l'Etoile L-1479 Luxembourg

Customer Service
lifinity@axa.lu 
Processing and acceptance of payments and contract life operations.

Middle Office
awe.middle@axa.lu 
Digital support and handling of routine requests. Management of agreements and commissions.

Distribution
awe.distribution@axa.lu 
Response to calls for tenders and presentation of the product and service offering.

1 - Processing of personal data

Any data subject wishing to make a complaint on this subject may exercise these rights by sending to the company, for the attention of the delegate for the protection of personal data, either a written, dated and signed request, accompanied by a copy of the front and back of his/her currently valid identity document, to the address AXA Wealth Europe - 1 Place de l’Etoile - L-1479 Luxembourg, or an e-mail to the following adresse : dpo@axa.lu

Complaints:

All complaints in connection with the processing of personal data can be sent to the Commission Nationale sur la Protection des Données Personnelles (CNPD) – Service des Plaintes – 15 Bd du Jazz, 4370 Esch-Belval.

2 - Complaints relating to the policy

2.1 Mediation

The paragraph below sets out the terms for reviewing complaints and the mediation process. However, this procedure is not a prerequisite to exercising your right to instigate proceedings before the court of competent jurisdiction. It is therefore possible to lodge and appeal with the Insurance Ombudsman, an independent body, which in Luxembourg is the ACA, the association of insurance companies, by visiting the website: https://www.aca.lu/fr/mediateur-assurance

The ACA contact details are:

E-mail: mediateur@aca.lu

Address: ACA c/o Médiateur en Assurance B.P. 448 L-2014 LUXEMBOURG

Document for download "Médiation ACA"

2.2 Other Alternative Dispute Resolution System of the FIN.NET Network

FIN-NET is a network of national organizations established in the countries of the European Economic Area, responsible for handling consumer complaints in the financial services sector through alternative dispute resolution methods.

2.3 Your adviser

In case of problems, please first speak to your adviser who can answer any questions and deal with any complaints you may have.

2.4 The insurance company

In addition to the above, you can also send a letter explaining your grievance to our Customer Service department at: AXA Wealth Europe - 1 Place de l’Etoile - L-1479 Luxembourg, specifying the name and number of your policy as well as your full contact details. If there are any problems, the Customer Service department will deal with your case in person.

If misunderstandings persist, you can contact the management team of AXA Wealth Europe by sending a letter to our Customer Service department at: AXA Wealth Europe - 1 Place de l’Etoile - L-1479 Luxembourg, specifying the name and number of your policy as well as your full contact details, and stating that the letter is intended for the company’s general manager.

You can also fill out the form on the website www.axa-wealtheurope.lu - "Contactez nous” (contact us) section or send it by e-mail to : reclamation.lifinity@axa.lu

Your case will be given careful consideration and you will be sent a confirmation of receipt within 3 days. You can then expect a response to your complaint within 30 days at the latest (unless there are exceptional circumstances which we will inform you of).

3 - The Commissariat aux Assurances

Pursuant to the Regulation of the Commissariat aux Assurances (supervisory body for the insurance sector) No. 19/03 of 26 February 2019 on out-of-court dispute resolution, Where the claimant has not received a reply or a satisfactory reply within the period referred to in the previous paragraph, they may refer their request to the CAA within a period of one year from the date on which they lodged their prior complaint with the professional.

The request must be made in writing to the following address Commissariat aux Assurances:

11, rue Robert Stumper, L-2557 Luxembourg

Tel.: (+352) 22 69 11 - 1

Fax: (+352) 22 69 10

caa@caa.lu

Or directly online on the CAA website.

To make it easier to submit a claim, the CAA provides a form which you will find below:

Out-of-court complaint resolution form.

4 - Making a report:

AXA Luxembourg encourages the reporting of any violations of the Code of Conduct, local anti-corruption policies and generally inappropriate, unethical or illegal behavior. Possible violations can be reported via a dedicated communication channel or directly by e-mail to whistleblowalert@axa.lu.