AXA Life Europe DAC

Complaints Handling Procedure 



1. Purpose of this Document

 
This document sets out AXA Life Europe dac’s (hereinafter referred to as“ALE”, ‘we’, ‘us’, or ‘our’) approach to handling complaints and is made available to customers, employees, and other relevant stakeholders.

Upon request, we will provide you with a hard copy version of this document within 5 business days.

 

2. Complaint Definition


We define a complaint as:

  • An expression of dissatisfaction relating to the provision of, or a failure to provide a specific product or service activity, or
  • A statement by a customer, that they are making, or wish to make a complaint.
  • A complaint can be made either orally, or in writing by post or electronic means


This definition includes any complaint which alleges we have:

  • Caused loss, damage, stress or inconvenience.
  • Breached a regulatory rule or guidance note.
  • Failed to comply with an obligation under the relevant Regulatory or legal requirement.
  • Been negligent or breached the terms of any agreement with the customer or breached any other law which might be applicable.
  • Misrepresented our products, services or ourselves or acted in bad faith or some other malpractice
  • Provided poor quality service or no service at all.

3. Who can make a complaint?


The following are eligible to make a complaint:

  • Any previous, prospective or existing individual customer, or someone authorised to act on their behalf e.g. third party, attorney or receiver appointed under a Court order.
  • A beneficiary, in relation to poor levels of customer service received regarding payment out (upon the death of the policyholder).

How to make a complaint and what information to provide

You can make a complaint either orally, or in writing by post or electronic means. If you make a complaint orally, we will ask you if you want to have your complaint handled in accordance with this Procedure.

 

You can send your complaint by:

  • Email sent directly to: letushelp@layalife.ie
  • Post to: laya life,
    EastGate Road, EastGate Business Park,
    T45E181 Little Island, Co Cork.

 

You can also telephone us on the following number: 021 202 2870

 

So that we can thoroughly assess your complaint, we ask you to provide at least the following information:

  • The policy number about which you are making your complaint;
  • Your full name and, if applicable, that of the person representing you;
  • What role you have in relation to the policy e.g. policyholder, beneficiary, third-party party or appointed representative;
  • Your contact details and, if applicable, those of the person representing you;
  • Description of the reason for making the complaint, indicating the parties involved and the date when the actions giving rise to your complaint occurred.

 

Please note that if you fail to provide relevant information, this may have an impact on our ultimate decision regarding your complaint. We may also need to reach out to you to request additional clarifications or documentation during the course of our investigation.


4. Cases in which AXA Life Europe will not handle your complaint.


We will not handle complaints relating to matters that fall within the exclusive jurisdiction of arbitration or judicial bodies, when the subject of the complaint is pending or has already been decided by those instances; when the complaint consists of a reiteration of a previously submitted complaint regarding the same issue which has already been addressed by us, and also if your complaint has not been made in good faith or its content is considered to be vexatious.


5. Appointment of an independent complaint handler


When we receive your complaint, it will be assigned to a dedicated team member, (the “Complaint Owner”). They will acknowledge receipt of your complaint, and they will be your dedicated point of contact for all future correspondence regarding your complaint.


6. How we handle complaints


It is our policy to take all reasonable steps to resolve your complaint.

All complaints will be treated fairly, consistently, and promptly. All complaints will be assigned to a dedicated Complaint Owner who was not involved in the activities about which you have complained so that your complaints is dealt with impartially.

 

The Complaint Owner will send you a written acknowledgment of receipt of the complaint within 5 business days.

 

We aim to resolve all complaints within 20 business days from receipt. If the complaint is not resolved within 20 business days of receipt, we will send you an update letter indicating when we expect to complete our investigation.

 

If your complaint is not resolved within 40 business days after we received it, we will inform you in writing about:

  • the expected timeframe within which we hope to resolve your complaint, and
  • your right to complaint to the Financial Service & Pensions Ombudsman and provide the respective contact details.

 

We will continue to provide you with an update letter every 20 business days until your complaint is resolved.

 

Within 5 business days of completing our investigation of your complaint, we will send you a final response letter. This letter will set out:

  • a brief summary of the complaint including the date it was made and how;
  • a summary of our investigation;
  • our decision regarding your complaint and the reason for that decision
  • if appropriate, an explanation of the terms of any settlement offer made by us, making reference to the relevant contractual or legal provisions and
  • your right if you are dissatisfied with our Final Response to refer your complaint
  • Financial Service & Pensions Ombudsman and provide the respective contact details.