AXA PRIVACY POLICY AND TERMS OF USE FOR THE WHATSAPP BUSINESS CHANNEL

Pursuant to the General Data Protection Regulation, AXA SEGUROS GENERALES S.A. DE SEGUROS Y REASEGUROS (hereinafter ‘AXA’) here tells you about its Data Protection Policy.

Who is the controller?

Your personal data will be processed by:

  • WhatsApp Inc. as the controller for the instant messaging service. WhatsApp and you are responsible for how the platform is used. AXA accepts no liability whatsoever for your use of the service and does not warrant that the service will be operational and secure at all times. You can view WhatsApp Inc.’s privacy policy at any time at this link: https://www.whatsapp.com/legal.
  • AXA SEGUROS GENERALES, S.A. DE SEGUROS Y REASEGUROS as the controller, registered address Calle Monseñor Palmer nº1, 07014 Palma de Mallorca (Spain).

For what purposes and on which lawful bases do we process your data?

Your personal data will be processed solely for the following purpose:

  • Responding to enquiries received in connection with your insurance policy and handling claims made under your insurance policy.

The lawful basis for processing your personal data is the performance of the insurance contract.

What personal data categories are processed?

  • The phone number provided by its owner to AXA.

Who are the recipients of the data?

Using WhatsApp Business may involve the transfer of personal data to countries with a level of data protection equivalent to that of the European Union (for example, the US under the Data Privacy Framework) and also to other countries which do not provide a level of data protection equivalent to that of the European Union, pursuant to the WhatsApp Business Privacy Policy: www.whatsapp.com/legal

How long will we retain your personal data for?

AXA will retain the personal data processed via WhatsApp Business for five years.

This period may be extended if you agree or if there is any special processing derived from the contractual relationship which remains in effect after such period.

What are your rights concerning our processing of your data?

As the data subject you may write to AXA, Ejercicio derechos de privacidad - Atención Cliente, Calle Emilio Vargas, 6, 28043, Madrid, or email buzon.lopd@axa.es at any time including verifiable proof of your identity to exercise the following rights:

  • Access: you have the right to be told by AXA about whether or not we are processing your personal data, and if we are, to access such data and receive information including about the purposes for which they are being processed, the categories of data concerned, the recipients to which your data are disclosed and the expected retention period for the data.
  • Rectification and erasure: you have the right to ask for erasure of personal data provided that the applicable legal requirements are met, and also rectification of inaccurate data concerning you when among other reasons they are no longer required for the purposes for which they were gathered.
  • Restriction of processing, withdrawal of consent and objection to processing: in certain circumstances (for example if you contest the accuracy of your data during a period when we are verifying their accuracy) you can ask us to restrict our processing of your personal data and only process them for the purpose of exercising or defending legal claims. You also have the right to withdraw your consent and object, on grounds related to your particular situation, at any time to processing of personal data concerning you which is based on our legitimate interest or the legitimate interest of a third party. In this case, AXA will no longer process the personal data unless we demonstrate compelling legitimate grounds.
  • Data portability: you have the right to receive the personal data which you have provided to AXA in a structured, commonly used and machine-readable format and to transmit those data to another controller without hindrance from the controller to which your personal data have been provided in the legally specified cases.
  • Automated individual decision-making: in cases of automated individual decision-making based on profiling, you have the right to obtain human intervention on the part of AXA, to express your point of view and to contest the decision.
  • Other: when your personal data are transferred to a third country or an international organisation, you have the right to be informed about the safeguards relating to the transfer.

If you have any queries or concerns, please contact our Data Protection Officer at DPOAXA@axa.es. You may also make a complaint to the Spanish Data Protection Agency at C/Jorge Juan, 6, 28001 Madrid, tel. 912663517.

Terms of Use for the WhatsApp Business Instant Messaging Service

To enhance the customer experience and enable instant communication, AXA can handle basic enquiries concerning your motor insurance policy via WhatsApp.

Before using the service, AXA will ask you to agree to the use of this communication channel, and you will need to accept it in accordance with WhatsApp’s Privacy Policy and these terms.

Limitations of the channel and your liability

  • These terms only govern the use of WhatsApp for motor insurance enquiries and do not replace the legal notices for AXA’s digital assets or WhatsApp’s terms of service.
  • To use WhatsApp, you must be the policyholder and over the age of 18.
  • Support will be provided by text only; audio messages, images or video calls will not be accepted and will be deleted if sent.
  • You may not provide personal information about yourself or third parties and are expected to act respectfully and in good faith.
  • Inappropriate use may lead to the suspension or blocking of your account, and you are liable for any content generated.

Last update: April 2026