Privacy Policy

This privacy notice describes how AXA Assistance France (also referred to as "we" or "us") processes the personal data of our policyholders, service users and related individuals, and other enquirers and users of our website ("you").

Pursuant to the definition provided by the EU regulation General Data Protection Rule of 2016, April 27th, we are acting as Data Controller. We are accountable of any usage of your personal data made by us or on our behalf.

We may update this notice from time to time, and will publish the new version on our website. This notice was last updated on 11/04/2022.

1. Who are we?

AXA Assistance France / Truck Assistance International is part of the AXA Group. Our website is
We offer professional vehicle assistance as well as a Assistance to the driver and passengers and Services for information, prevention and online advice.

We have appointed a Data Protection Office (hereafter “DPO”) who is responsible for overseeing the use of your personal data by AXA Assistance France. You may contact the DPO for any queries concerning our processing of your personal data and in order to exercise your data protection rights (see section 8 below).

The DPO’s contact details are set out in the section 9 below.

2. The information we collect and how we use it

As Data Controller, we undertake to respect the following principles :

  • We will only collect the relevant data necessary for the services;
  • We will use your personal data only for clear, lawful and specific purposes in relation to our business. We may collect sensitive data (health data) but we will not transfer them to third parties (except to your doctor for purposes of the medical telecommunication and only with your approval) nor will we transfer them outside of the European Union or to countries which don’t ensure an adequate level of protection – except as part of the execution of your medical assistance contract, when it is necessary to the organisation and performance of the services;
  • We will keep your data for the period necessary for the performance of our services, in accordance with the legal data retention period.

Your data will be used for the following purposes :

  • Contracting, managing and implementing your insurance/assistance contracts;
  • Fighting against money laundering and the financing of terrorism by monitoring and submitting suspicious activity reports or enforcing an assets freeze;
  • Statistics elaboration and analysis, and actuarial study;
  • Exercising our right to appeal and managing claims and litigation;
  • Implementing the applicable legal, regulatory or administrative provisions with the exception of those which fall under a particular formality required by the French data protection law.

If you provide us with the contact details of other individuals (for example, those you included in your policy or contract, the passengers of your vehicle when you travel,…), please ensure that they consented to our use of their details for the purposes of the relevant insurance or assistance policy and/or services, and direct them to this privacy notice for more information.

When you subscribe to a contract with our business partners, they will send us some of your personal information in order to determine whether you’re eligible to our services.

These details may include, without being limited to :

  • Name (of policyholder or service user, and any other individuals who may benefit from the policy or services);
  • Address and contact details, including email address;
  • Level of cover and details regarding your insurance or assistance contract or any other contract.

Your call to our assistance services may be recorded for training and quality improvement purposes. These recordings are kept for 6 months.

3. Sharing your information and our relationship with third parties

We may share your personal data for the above mentioned purposes with our services providers, intermediaries, business partners, other AXA Group entities, our processors, lawyers, experts, supervisory authorities and professional public or private authorised bodies which need it for purposes of their activities.

Except for the previously mentioned data recipients, and subject to being compelled to it by a juridical authority or by the law, or protecting our rights and interests, we will not disclose, share, make available or sell your personal data to third parties without your approval.

The collected data may be disclosed to other AXA Group entities for better customer knowledge and/or customer information, for marketing purposes.
If you do not wish for your data to be transferred to AXA Group entities for marketing purposes, you can write us to: AXA Assistance France - 8/10 rue Paul Vaillant Couturier - 92240 Malakoff or by email to:
If you do not wish to be called for marketing purposes, you can register for free on the BLOCTEL opt-out system. For more information, please visit the website

4. Legal basis for the use of your information

We collect, use and disclose your personal data in order to handle your claims, respond to your requests, administer your policy, assistance services or any other services specified in your contract.

The use of your personal data may be based on a lawful legal ground such as managing litigation cases, handling fraud or fighting against money laundering and the financing of terrorism.

We may collect, process and disclose your personal data on the basis of a legal obligation, when a public or supervisory authority requires it.

We will collect and process sensitive data (such as information about your health) as part of your medical assistance contract or we will seek your explicit consent, as part of the medical teleconsultation.

5. International Personal Data transfers

Should we be lead to transfer your personal data outside of the European Union to countries which don’t ensure an adequate level of protection, we will comply with the legal and regulatory provisions applicable to such transfers.

Your personal data are transferred in compliance with the standard contractual clauses of the CNIL (French data protection authority).

We may also transfer your personal data to other AXA Group entities worldwide. Such transfers are covered by AXA Group’s BCR (Binding Corporate Rules) which AXA Assistance France adheres to.

AXA is the first insurance group to have BCR approved by sixteen (16) European data protection authorities, including the CNIL. These rules ensure a minimum and unchanging level of data protection by the AXA Group entities worldwide. The BCR are a contractual data protection tool and determine the minimum data protection measures to take when personal data (such as customer, employees, and other parties’ data) are transferred within global companies.

6. Data retention

Your personal data shall be retained as long as needed for the authorised purposes. This includes the retention of some personal data following the end of our contractual relationship in order to comply with our legal obligations and defend our legal rights.

We undertake to keep your data safe, confidential and accurate during the hereby authorised usage period.

7. Security of your information

We undertake to keep your personal data safe by using logical and physical security measures.

We regularly review the technical and organisational security measures that we implemented in our information and communication systems in order to prevent the loss, misuse or unauthorised alteration of your personal data.

The communications made on our website, our social networks or by email rely on the Internet which is a public network.

AXA Assistance France has implemented an adequate procedure to identify and notify any data breach incident within a period of seventy-two (72) hours and resolve it within a reasonable delay.

You are responsible for the confidentiality of the password you use to access our website. We will not ask for your password, except when you log in to our website.

8. Your legal rights

In accordance with the applicable data protection laws, you have a right to:

  • Obtain a copy of the personal data we hold about you;
  • Request the rectification of inaccurate data concerning you;
  • Oppose to a processing of your personal data or request the erasure of your data, unless a legal obligation precludes it or we have a legitimate interest in keeping it;
  • Request the restriction of a processing of your personal data, in the circumstances provided by law;
  • Obtain a copy or have us transmit to another company a copy of the personal data you have provided us (data portability), in a machine-readable format, and which we have processed electronically;
  • Withdraw at any time the consent you have given us to process your personal data, including your consent to direct marketing (see section 3 above);
  • Make a complaint to the CNIL about how we handle your data.

Please note that, depending of the circumstances, certain limitations and exceptions are applicable to these rights.

You can refer to the contact details under section 9 in order to exercise or obtain further information about the exercise of your rights. Do not forget to specify the topic of your request.

For more information, we invite you to visit the website of the CNIL (

9. Our contact details

Délégué à la Protection des Données
8/10, rue Paul Vaillant Couturier
92240 Malakoff, FRANCE
Email :

10. Terms and conditions and Cookies Policy

What are cookies?

A cookie is a small text file that is saved on your device when you visit a website. It enables the website to remember the preferences and choices you made during your last visit.

How and for which purpose do we use cookies?

We use cookies to provide you with the best browsing experience and make your visit on our website more intuitive.
The cookies we use enable us to customise the content of our website and adapt the services and ads to your needs.

Security of your Personal Data

Our cookies do not store any personal information (e.g. your name, address, phone number or e-mail address) in a format which allows it to be read by third parties. The cookies we use cannot, in any case, access the information held in your computer, smartphone, or any other digital device connected to the Internet. They cannot access your personal information, the personal information of your family nor can it access the information held on your hard drive.
A minority of the cookies we use stores encrypted information, e.g. when you click on the “Remember me” function which allows us to automatically save your username when you visit our website. The data is encrypted so that only AXA Assistance can read this information.

Link to third party websites

If you click on links directing you to third party websites, please note that such websites have their own Privacy and Cookies policies. As we cannot be held liable for such third party websites, we recommend you to check their policies beforehand.

Categories of cookies used on our website

Strictly necessary cookies

These cookies are required for browsing and the functioning of the website. They collect and store the information needed for the website to operate correctly. These cookies are only active during your browsing session and will be deleted as soon as you leave the website.

Functionality cookies

These cookies enable the website to remember your choices and browsing preferences and enable us to offer them to you again and provide you with a customised web page in accordance with your device’s display preferences (language, resolution, display, etc.). These cookies improve your browsing experience.

Performance cookies

These cookies collect anonymous information about the way visitors use our website (the path used to access our website, the most often visited web pages, etc.) for optimisation purposes (i.e. fixing bugs). These cookies are stored until the expiration date set by our website or the browser.

Cookies improving online communication

These cookies remember the information you entered on the website and facilitate the establishment of quotes, online simulations and the subscription to our products for example.

How to manage and delete cookies?

Via your browser

You can choose at any time to block all cookies. Your browser can also warn you about the cookies being stored onto your device(s) and ask you whether you want to accept them or not. You can either accept or refuse cookies on a case-by-case basis or refuse them once and for all.

Please note that if you set your browser to refuse cookies, you may not be able to buy products nor use all the features of our website (e.g. add items to your cart or receive customised recommendations, etc.). For a better browsing experience, we recommend to set your browser settings according to the purposes of the cookies as defined above.

How to manage or prevent the storage of cookies

Each browser has different settings. They are detailed in the help function of you browser which will guide you through the steps of changing the cookies settings according to your needs.

You can delete our cookies by following these steps:

1. If you use Internet Explorer

  • Click on the “Tools” button and select “Internet Options”,
  • In the “General” tab, click on the “Settings” button under the “Browsing History” section,
  • Click on the “Show Cookies” button,
  • Look for the files which begin by “Cookies” (all the cookies start with this prefix and is usually followed by the name of the website),
  • Select the Cookies which have the name “AXA Assistance” and delete them,
  • Close the window with the list of files and click on “Ok” twice in order to go back to Internet Explorer.

2. If you use Mozilla Firefox

  • Go to the Menu button and select “Options”,
  • Select the “Privacy & Security” panel and go to the “Cookies and Site Data” section,
  • Click the “Manage Data” button, a dialog will appear,
  • In the “Search websites” field, type “AXA Assistance”,
  • Select the entries you want to delete and click on the “Remove Selected” button,
  • In the “Removing Cookies and Site Data” confirmation dialog which opens, click “Ok”.
  • Close the page « about:preferences ».

3. If you use Safari

  • Go to the Safari Menu and click on “Preferences”,
  • Click on the “Privacy” tab and go to the “Cookies and website data” section
  • Click the “Manage Data” button, a dialog will appear,
  • In the “Search” field, type “AXA Assistance”,
  • Select individual cookies and click on the “Remove” button.

4. If you use Chrome

  • At the top right, click “More” and select ”Settings”.
  • At the bottom, click “Advanced”.
  • Under "Privacy and security," click “Content settings”.
  • Click “Cookies” and select “See all cookies and site data”.
  • At the top right, search for “AXA Assistance”
  • To the right of the site, click “Remove” .

Our Cookies policy provides information relating to the use of cookies on our website. On your first visit, we will ask for your consent, in accordance with the policy previously mentioned.

You can find the Terms of Use on our website.