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Useful Information

Useful Information
Useful Information


AXA Data Use Statement

AXA Singapore Data Use Statement

Your privacy is important to us and we are committed to ensuring that our collection, use and/or disclosure of your personal data is in compliance with the Personal Data Protection Act 2012, its subsidiary legislation and the guidelines issued by the Personal Data Protection Commission.

This Data Use Statement set outs how your personal data may be collected, used, and/ or disclosed by us. For the purposes set out below, it may be necessary to collect, use and/or disclose personal data about your beneficiaries, trustees, nominees, dependents, assignees, assureds, or guarantors (where applicable) as well (your personal data and such other personal data to be collectively referred to as the “Personal Data”).

Collection of Personal Data

We may collect the Personal Data in the following ways:

  • when any form is completed and submitted to us with your consent in relation to any product or service offered by us, whether in hard copy or electronic copy through web or mobile applications and whether an insurance policy is issued or not;
  • in the course of any communication or exchange between you and us in relation to any product or service offered by us, including face-to-face exchanges, telephone calls, letters, fax and e-mail;
  • when you visit or access our website or provide any information through our website or web or mobile applications;
  • when we receive information from third parties such as your employer, medical practitioners, hospitals, clinics, motor workshops, travel agencies or banks, etc;
  • when you participate in any events organised by us such as recruitment fairs, functions, seminars, and contests;
  • from cookies, or other technology deployed for the collection of statistical data on our website, web and mobile applications; and
  • images, photographs, videos, CCTV footage or voice recordings.

Use of Personal Data

We may use the Personal Data for the following purposes:

  • evaluating financial needs for the purposes of providing recommendations of products and services offered by us;
  • assessing and processing any application or request received by us in relation to any product or service offered by us;
  • verifying and validating identity;
  • underwriting risks in relation to a contract of insurance;
  • requesting and collecting premiums, payments, or debts;
  • reviewing, assessing and/ or processing insurance claims;
  • making payments;
  • providing communication in relation to any product or service offered by us, including policy updates, changes in applicable terms or conditions, status of policy, etc;
  • administering, maintaining, managing and operating the products and services offered by us;
  • promoting the products and services offered by us;
  • conducting market and actuarial research and analysis to help us improve the products or services offered by us or to develop new products or services;
  • managing our administrative and business operations;
  • facilitating our management of business or commercial risks;
  • insuring or reinsuring our risks;
  • performing or updating transactions on your account;
  • maintaining the security of our premises (including the use of security cameras);
  • provision of training to our employees or financial adviser representatives;
  • facilitating any business transactions, including corporate restructuring, mergers, acquisitions, or asset disposals;
  • in the course of legal proceedings;
  • investigating or addressing feedback or complaints received;
  • reporting, preventing, detecting and investigating potential unlawful or improper activity, including suspicious transactions, fraud and money-laundering;
  • delivery or mailing of certificates, correspondence, statements, invoices, reports or notices to you which may disclose certain personal data about you on the envelopes/mail packages;
  • recruitment;
  • organisation of functions, seminars, and contests and communications with you on the same;
  • ensuring compliance with applicable foreign and domestic laws and regulations, codes of practice and/ or guidelines including disclosure to any stock exchange and any applicable treaty or agreement applicable to us;
  • attending to regulatory or audit enquiries;
  • assisting in regulatory investigations or law enforcement;
  • complying with HSBC Group policies and procedures
  • and any other purposes directly relating to the administering and/or managing your relationship, account and/or policy(ies) with us.

Disclosure of Personal Data

Where necessary, we may, for the purposes set out above and such other purposes as we may have advised you, disclose the Personal Data to the following, whether in Singapore or overseas:

  • corporations within the HSBC Group;
  • prospective or actual business partners, investors, assignees or transferees;
  • our financial adviser representatives;
  • financial advisers, agents, brokers, or affinity partners who distribute or promote our products;
  • agents, contractors or third party service providers we have engaged in connection with insurance underwriting and/ or claims, including medical practitioners, hospitals, clinics, surveyors, loss adjusters, private investigators, motor workshops, and legal advisers;
  • agents, contractors or third party service providers we have engaged to provide such services as marketing and research, communications, telecommunications, telemarketing, customer servicing, information technology, data entry or processing, printing, dispatch, mail distribution, payment, training, data storage or archival, disaster recovery and business continuity;
  • banks, CPF agent banks, credit card companies and their respective service providers;
  • our insurers or reinsurers;
  • our professional advisers, including auditors and legal advisers;
  • Credit Bureau (Singapore);
  • debt collection agencies;
  • the owner of any policy of insurance underwritten by us where you are a named insured, trustee, assignee, dependents or beneficiary or where you are an employee, your employer who has a group insurance policy with us;
  • your family, relatives, appointed administrator(s) or executor(s) of your estate or affairs and their professional advisers;
  • insurance industry associations, including the Life Insurance Association Singapore and the General Insurance Association Singapore;
  • foreign or domestic regulators or law enforcement agencies, including the Police, Corrupt Practices Investigation Bureau, Singapore Customs, Monetary Authority of Singapore, Central Provident Fund Board , Inland Revenue Authority of Singapore, Land Transport Authority, Ministry of Manpower and Ministry of Health;
  • any party to a dispute before (and including) a court of law, tribunal, arbitrator or dispute resolution center such as the Financial Industry Disputes Resolution Centre;
  • any party you authorise us to disclose the Personal Data to; and
  • any fund managers, custodians, clearing houses and brokers etc.

Withdrawal of Consent, Access and Correction of Personal Data

Should you wish to:

  • make any enquiries relating to our collection, use, or disclosure of the Personal Data, or
  • obtain access to your personal data held by us for the preceding 12 months, or
  • make any correction to such Personal Data, or
  • withdraw any consent that you have previously given to us in relation to your personal data,
Please contact us at data.privacy@axa.com.sg or 1800 880 4888.

Please note that:

  • any request for access to your personal data may be subject to a fee;
  • any withdrawals of consents are subject to there being no legal or contractual restrictions preventing you from doing so; and
  • make any correction to such Personal Data, or
  • the withdrawal of certain consents may result in our inability to continue to provide certain products or services or in the termination of a contract or contracts entered into with us, and we hereby reserve our rights in such event.


Should you wish to lodge a complaint regarding treatment of your personal data please contact us at data.privacy@axa.com.sg or 1800 880 4888.

Policy Owner’s Protection Scheme

The Policy Owners' Protection (PPF) Scheme is an additional safety net that protects the interests of life insurance policy holders in the event a life insurer fails. The PPF Scheme is administered by the Singapore Deposit Insurance Corporation (SDIC).

All Life Insurance companies are regulated entities in Singapore. The PPF Scheme provides added assurance that there is a compensation scheme for policy owners to reduce the financial impact on individuals in the event an insurer defaults. Experience in other countries has shown that consumers are less likely to panic if and when things go wrong, if there is a mechanism in place to guarantee the safety of insurance policies.

The PPF Scheme provides 100% coverage for the types of life insurance policies covered under the Scheme.

All insurers registered by the Monetary Authority of Singapore (MAS) to carry out direct life business (other than captive insurers) are members of the Policy Owners' Protection Scheme (PPF Scheme members).

You can get more information from the SDIC Guide on PPF Scheme or contact SDIC at www.sdic.org.sg.

For more information on General and Life Insurance in Singapore, please visit the GIA and LIA websites respectively.

AXA Fair Dealing Mission Statement

'Customer Centricity' and building a culture of 'Trust and Achievement' are two pillars of AXA's strategy. Aligned with these pillars is our belief in 'Fair Dealings'. At AXA, we deliver 'Fair Dealings' through:

  • Embedding fair dealings as a sustainable element of our corporate culture.
  • Offering products and services that are suitable for our Customers.
  • Having financial planners who provide Customers with quality advice and appropriate recommendations.
  • Giving Customers clear, relevant and timely information to make informed financial decisions.
  • Handling Customer complaints in a fair, effective and prompt manner.
By doing these things, AXA continually redefines the standards of Financial Services.
Your Guides from Life Insurance Association of Singapore
  • Your Guide to the Nomination of Insurance Nominees 2013
    This guide outlines how the Insurance Nomination Law, which came into effect on 1 September 2009, applies to various types of policies and the steps in making a trust or revocable nomination.

    Download guide in English.
    Download guide in Chinese.

  • Your Guide to Health Insurance
    This guide provides general information on health insurance and the various products that may meet your needs. It gives you the information you should have before you buy any health insurance product or discuss your needs with a Insurance Adviser.

    Download guide in English.
    Download guide in Chinese.

  • Your Guide to Participating Policy
    This guide sheds light on how a participating life insurance policy works. It provides information you should know before you purchase any participating policy or a 'with profits' policy.

    Download guide in English.
    Download guide in Chinese.

  • Your Guide to Life Insurance
    This guide describes the various types of life insurance products and distribution channels and provides general information about life insurance. It gives you the basic information you need so you can discuss your insurance needs with your Insurance Adviser.

    Download guide in English.
    Download guide in Chinese.

  • Your Guide to Investment-Linked Insurance
    This guide provides general information about what you should know before purchasing an investment-linked insurance plan – from key features and benefits and how they work to investment returns and fees and charges.

    Download guide in English.

  • Your Guide to LIA Code of Life Insurance Practice
    Download guide in English.
    Download guide in Chinese.

AXA Singapore Facebook Page Disclaimer

AXA Singapore Facebook Page Disclaimer

Content available from AXA SINGAPORE Facebook page
is for the purpose of disseminating information free of charge for the benefit of the public.

AXA SINGAPORE does not guarantee, and accepts no legal liability whatsoever arising from or connected to, the accuracy, reliability, currency or completeness of any material contained on its Facebook page or on any linked site.

AXA SINGAPORE recommends that users exercise their own skill, care, common sense and judgment with respect to their use of AXA SINGAPORE's Facebook page and that users carefully evaluate the accuracy, currency, completeness and relevance of the material on the website for their purposes. The term "user" shall include any reader of AXA SINGAPORE's Facebook page, whether or not that person follows the AXA SINGAPORE's Facebook page.

The material on AXA SINGAPORE's Facebook page is a summary only of the subject matter covered and is not intended to be nor should it be relied on as a substitute for professional advice. Users should obtain any appropriate professional advice relevant to their particular circumstances.

The material on AXA SINGAPORE's Facebook page may include the views or recommendations of third parties, which do not necessarily reflect the views of AXA SINGAPORE, or indicate its commitment to a particular course of action.


AXA SINGAPORE's Facebook page may contain links to other websites that are external to AXA SINGAPORE. AXA SINGAPORE takes reasonable care in linking to websites but has no direct control over the content of the linked sites, or the changes that may occur to the content on those sites. It is the responsibility of the user to make its own decisions about the accuracy, currency, reliability and correctness of information contained in linked external websites.

Links to external websites do not constitute an endorsement or a recommendation of any material on those sites or of any third party products or services offered by, from or through those sites. Users of links provided by AXA SINGAPORE's Facebook page are responsible for being aware of which organisation is hosting the website they visit.

More generally, any content, views, opinions and/or responses to questions uploaded, expressed or submitted by the creators, sponsors, advertisers or users of AXA SINGAPORE's Facebook page utilised by AXA SINGAPORE, other than the content provided by AXA SINGAPORE, are solely the views, opinions and responsibility of the person submitting them and do not necessarily reflect the opinions of AXA SINGAPORE. AXA SINGAPORE is not responsible for content that third parties publish, post, upload, distribute, disseminate or claim

While AXA SINGAPORE will endeavour to maintain the currency and accuracy of information published via AXA SINGAPORE's Facebook page, AXA SINGAPORE does not warrant the accuracy, completeness or usefulness of the information available on its Facebook page.

AXA SINGAPORE, its subsidiaries, staff, agents and contractors, accept no liability in any way for the currency, accuracy or completeness of any material posted on its Facebook page and disclaims all responsibility for any loss or damage which may arise from the use of information provided via this vehicle.

Users should check the accuracy and currency of information before taking any action. Any reliance a user places on such information is strictly at his/her own risk.

AXA SINGAPORE may include links or references to other web pages or sites as part of its tweet postings, but these links are not an endorsement of their content. In more general terms, AXA SINGAPORE is not responsible for the content of any web site not operated by AXA SINGAPORE.


  • does not control or guarantee and can therefore not be held responsible for the accuracy, relevance, timeliness or completeness of information contained on a linked website;
  • does not endorse, support or agree with the organisations sponsoring linked websites or the views they express or the products/services they offer;
  • cannot and does not authorise the use of copyrighted materials contained in linked websites: users must request such authorisation from the sponsor of the linked website.


Users are reminded that AXA SINGAPORE's Facebook page constitutes a public space on the internet and interactions are publicly viewable and searchable over time. Facebook provides its own disclaimers and policies on collection and use of visitor information, over which AXA SINGAPORE has no control. AXA SINGAPORE encourages users to familiarise themselves with the terms of use of Facebook before use.


AXA SINGAPORE will not guarantee to reply individually to comments and messages received via its Facebook page. Likewise, if a user follows AXA SINGAPORE on Facebook, AXA SINGAPORE will not automatically follow him/her back. For responses to queries or complaints, please consult AXA SINGAPORE's corporate website at https://www.axa.com.sg/customer-care/contact-us for the appropriate channels of information.

Comment moderation

While AXA SINGAPORE does not wish to stifle conversation on its Facebook page, users must not post or upload any comments or links to AXA SINGAPORE's Facebook page that are unlawful, or may defame, discriminate, offend, interfere with privacy or infringe copyright or other intellectual property rights. AXA SINGAPORE reserves the right to moderate comments and may remove any comments that, in AXA SINGAPORE's opinion, are inappropriate.

Term of Use

AXA SINGAPORE takes a strong stance on deleting content which could be discriminatory, hateful or threatening and actions which may offend, insult, humiliate or intimidate.

When contributing views to AXA SINGAPORE's Facebook page, the user should ensure that they:

  • Do protect his/her personal privacy and that of others (including his/her customers) by not including personal information about himself/herself or others in his/her comments, (such as names, email addresses, private addresses or phone numbers);
  • Do post material to AXA SINGAPORE's Facebook page that is relevant to the issues being consulted on;
  • Do represent his/her own views and do not impersonate or falsely represent any other person;
  • Do not abuse, harass or threaten others;
  • Do not make defamatory or slanderous comments;
  • Do not use insulting, provocative or hateful language;
  • Do not use obscene or offensive language;
  • Do not post material to the forum that infringes the intellectual property rights of others;
  • Do not post multiple versions of the same view to the forum;
  • Do not incite, encourage or make reference to conduct that may constitute a criminal or civil offence or otherwise violate national laws;
  • Do not promote commercial interests in his/her posts to AXA SINGAPORE's Facebook page;
  • Do not post comments promoting personal professional interests;
  • Do not include internet addresses, videos, images or any email addresses, in his/her contribution.

Do not post anything which:

  • racially or religiously vilifies others;
  • incites, induces or aids violence, discrimination, harassment, victimisation or hatred towards others, or;
  • is likely to offend, insult or humiliate others, particularly on the basis of their race, colour, descent, national origin, religion, ethnicity, gender, age, sexual orientation or any disability.

Moderation policy

AXA SINGAPORE expects that users will treat each other with respect. AXA SINGAPORE will delete posted comments that contain vulgar or abusive language, pornography, personal attacks of any kind, offensive terms that target specific ethnic or racial groups or incite violence. AXA SINGAPORE will delete comments that are spam, are clearly "off topic" or that promote services or products. Comments that make unsupported accusations will also be taken out of the discussion.

AXA SINGAPORE does not undertake to inform users when their comments and posts are moderated, however AXA SINGAPORE will warn and take appropriate action to suspend and expel users who regularly and consistently submit inappropriate content. Repeat offenders may be blocked from using AXA SINGAPORE's Facebook page indefinitely.

  • The use of vulgar, offensive, threatening or harassing language is prohibited;
  • AXA SINGAPORE's Facebook page is not open to the promotion or advertisement of a business or commercial transaction;
  • This moderation policy is subject to amendment or modification at any time to ensure its continued use is consistent with its intended purpose.


AXA SINGAPORE will monitor and remove as soon as feasibly possible any abnormal cyber activity that appears to be a cyber threat or cybercrime such as phishing or hacking.

Important Legal Information and Cautionary Statements Concerning Forward-Looking Statements

Important Legal Information and Cautionary Statements Concerning Forward-Looking Statements Certain statements contained on AXA SINGAPORE's Facebook page may contain forward-looking statements, including, but not limited to, statements that are predictions of or indicate future events, trends, plans or objectives. Undue reliance should not be placed on such statements because, by their nature, they are subject to known and unknown risks and uncertainties. AXA SINGAPORE undertakes no obligation to publicly update or revise any of these forward-looking statements, whether to reflect new information, future events or circumstances or otherwise.

AXA Pay Terms and Conditions
  1. You must be 18 years of age and above and have appropriate authority and capacity to validly accept and meet your obligations to accept the online payment terms.
  2. The credit/debit card ("Card") used for the purchase of products is issued in your name or you are authorized to use the Card.
  3. The Card information supplied by you is true and correct.
  4. Credit card payment is disallowed for renewal of all Life/Shield policies with the exception of GlobalCare.

    Examples of Life/Shield products include but are not limited to: CritiCare, SmartCare Critical.

    We will refund any credit card payments made with the intention of paying for Life/Shield policy renewals using other product categories.
  5. Secured Payment
    • When you complete your payment online, funds with be deducted from your Card in SGD currency, unless otherwise stated. All payments are debited to AXA Insurance Pte Ltd.
    • Every Card transaction occurs within a secure environment and securely encrypted.
  6. Credit card information verification
    • When you submit your Card information, including CVV, your information will be encrypted and securely transmitted to card issuers for payment verification and approval.
    • Before purchasing our products, it is recommended that you shall make necessary enquiry about the charges or fees payable (if any).
    • It is your sole responsibility to ensure that the information entered in the relevant fields are correct. It is recommended that you record and retain a copy of the transaction for record keeping purposes, which might assist in resolution of any disputes that may arise out of usage of the service.
    • It is your sole responsibility to ensure that the premium to be paid via AXA Pay matches the amount on your Renewal Notices / Quotations.
    • You represent and warrant that the Card details provided for use of the purchase are correct and accurate and that you shall not use a credit/debit card that is not lawfully owned by you or the use of which is not authorized by the lawful owner thereof.
  7. Confirmation of payment
    • If successful, you will receive a confirmation notice of your completed payment. Else, you will be advised that your payment has failed. You may contact us for enquiries. Alternatively, you could also contact your Card provider for advice if the payment fails.
    • Your completed payment will be updated in AXA Insurance Pte Ltd system within 5 working days.
  8. AXA Insurance Pte Ltd reserves the right to suspend the processing of any transaction or disable or limit the use of the Card in the event of any error in transaction which results in decline or chargeback from the financial institution or where AXA Insurance Pte Ltd reasonably believes that the Card has been used for a transaction that may be fraudulent, illegal or involves any criminal activity or where AXA Insurance Pte Ltd reasonably believes you to be in breach of the Terms of Use.
  9. You agree that you will cooperate in relation to any financial crime screening that is required and to assist AXA Insurance Pte Ltd in complying with any prevailing laws or regulations in place.
  10. Refund Policy
    • A full refund is to be requested by customers within 5 working days after the transaction is made, subject to management’s approval.
    • If your full refund is approved, we will initiate a refund to your Card (or original method of payment). Full refund will be sent to the card-issuing bank within 5 working days, the processing time of the refund would be dependent on your bank / card issuer.
    • Partial refund due to cancellation of policies would be handled via cheques / banks transfer.
  11. We express our regret that we would not be able to change the payment mode (lump-sum / instalment) after the payment transaction is completed.
Customer Service Contract

If you have any questions or concerns, please contact our customer care support by:

  1. Submitting an enquiry form at https://www.axa.com.sg/customer-care/contact-us or;
  2. Call us at 1800 880 4888 (Within Singapore)
MyAXA Privacy Policy

View the privacy policy for MyAXA app here.

Our Service Commitment

At AXA, we are committed to service excellence. We make every effort to ensure that all of your interactions with us are dealt with in a fair, ethical and professional manner.

We value your feedback so that we can provide the best possible services to you. If we have exceeded your expectations, we would be glad to hear from you.

While we are committed to deliver the service you expect, we may not always get things right. If on any occasion our service standard falls below your expectation, please send us an email to axacares@axa.com.sg and we will look into your feedback and endeavor to provide you with a resolution within 14 working days.

There may be occasions we will require additional time to provide a resolution depending on the nature of the issue raised. We appreciate and seek your patience and understanding while we look into the matter. We give you our assurance that we will communicate the final resolution to you.

In the event the final resolution is not to your satisfaction, you may wish to refer the matter to the Financial Industry Disputes Resolution Centre Ltd (FIDReC) for a third party opinion. FIDReC is an independent and impartial institution specialising in the resolution of disputes between financial institutions and consumers.

The details for FIDReC are

Financial Industry Disputes Resolution Centre Ltd
36 Robinson Road, #15-01
City House
Singapore 068877
Telephone: (+65) 6327 8878
Fax: (+65) 6327 1089
Email: info@fidrec.com.sg
Website: www.fidrec.com.sg

Please remember to quote your Policy reference in your communication with us if you have an existing policy with AXA.