AXA Claims Management Companies annual report: A statement

We agree wholeheartedly with Axa's view that nuisance calls are unacceptable and must be stamped out.

Nuisance calls are not only an unethical marketing practice, but can often go beyond a mere inconvenience, instead becoming something that has the potential to cause people real distress and harm.

National Accident Helpline has been campaigning on this issue since 2012. We never cold call, text or email (although frustratingly rogue companies carry out calls in our good name) and believe the industry has a responsibility to stamp out bad practices. To drive this change, we founded the Ethical Marketing Charter. Now with 58 signatories, our charter encourages organisations from the personal injury sector to commit to ethical marketing practices. In addition, National Accident Helpline was closely involved in the personal injury workstream of the Government's Insurance Fraud Taskforce and played a significant role in supporting the formulation of recommendations on nuisance calls.

The claims management industry must do everything it can to stamp out unethical marketing practices and reduce fraud in the sector. However, it is imperative that we don't overlook the needs of genuine claimants. Personal injuries can have a devastating financial and emotional impact on people's lives. We want to maintain support and access to justice for the people who need it most, and this cannot get lost in our discussion.

Simon Trott, Managing Director, National Accident Helpline