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Online security and fraud

Fraud is a common crime in the UK. Make sure you protect yourself and others. If you fall victim to fraud, report it; we can help.

Fraudulent scams

Keeping your accounts and finances safe and secure is as important to us as it is to you. Online scams are evolving. New technologies are making it easier for fraudsters to trick us into sharing our personal information. We want to help you avoid falling victim to fraud by recognising some common types of scams:

Missed call scams

These scams work by calling your number briefly so that your device registered a missed call. The number calling you will typically from a 070 or 076 which appear to be mobile numbers, but in fact they are premium rate numbers for which you will be charged a considerable amount per minute if you call it back.

Spoofed calls

Fraudsters may call you and pretend to be from your bank or insurance company. They try to trick you into sharing personal details. The call may look like it comes from a real number, but this isn’t true. Scammers can fake their phone number. Be careful with unexpected calls that ask for personal information. If you’re unsure who is calling, hang up. You can then contact the company using the phone number on their official website.

Phishing attempts via text message or messenger apps

A common example is getting a text that asks you to click a link to confirm a delivery address. The message may look like it is from a well-known delivery company. It might also ask you to confirm other details. Scammers use urgent messages to pressure you into acting quickly. Never click a link unless you’re sure it is safe.

Ask yourself: Were you expecting a delivery? Do you recognise the sender? Can you check your delivery in another way?

Phishing attempts via email

New technology allows scammers to create very convincing phishing emails in seconds. They often use real images and branding taken from official websites. Because of this, signs like bad spelling or poor grammar are less common.

This makes it even more important to be careful with unexpected emails that ask you to reply or take action.

Before responding, stop and check:

  • Who sent it: Do you recognise the sender’s name, phone number, or email address?
  • The subject line: Were you expecting this email? Does it seem unusual or surprising?
  • Warning signs: Does it try to scare you, rush you, or promise something too good to be true?
  • What it asks you to do: Does it want you to act straight away, click a link, open an attachment, or share personal information?

If you’re unsure, don’t respond. Check if the email is real by contacting the company another way, such as calling the number on their official website.

Always trust your instincts. If something doesn’t feel right, it probably isn’t.

Fake websites and claims fraud

As people rely on technology more and more, scammers are targeting those who search online to make an insurance claim. They pretend to be real insurance companies and try to get customers to contact them instead of their real insurer.

This means customers don’t speak to their actual insurance company and may not receive the service they expect. Some people may also be bothered or pressured by the scammers afterwards.

These scams can look very real. Fake websites often use similar web addresses and branding to the insurance company they’re copying. We have a checklist of what you should look out for to spot a scammer on our Help Hub.

If you’re not sure that you’re dealing with your insurer, stop all communication with the company and contact your insurer directly.

Protect yourself from insurance fraud

Having the right insurance makes life possible. Whether it’s owning your own home, running a business, or driving a car. Insurance helps you manage risk and protects you from financial loss. But the insurance market is being abused by a small minority who want to defraud the system. This costs the UK economy more than a billion pounds every year. That’s why we’re committed to managing fraud risks and protecting you from financial losses.

There are no guaranteed get-rich-quick schemes. If an offer appears too good to be true, it probably is. Any unexpected contact saying you need to do the following is likely a scam:

  • Take urgent action on an account
  • Make a payment
  • Download software
  • Provide pin numbers
  • Provide remote access

    What is insurance fraud?

    Fraud remains the most commonly experienced crime in the UK. It’s often known to fund other serious crimes. It can be committed by anyone, and through various methods of deception.

    The Fraud Act 2006 defines fraud as a crime. It’s considered to have taken place when a person intends to make a gain or cause a loss to another by:

    • Abusing a position in which they're expected to protect the financial interests of another person
    • Making a false or misleading representation
    • Failing to share, or purposely hiding important information

    The main reason people commit insurance fraud is for money. Whether it’s exaggerating or lying about a claim or providing false information when taking a policy out. This behaviour drives the cost of insurance up and can have serious consequences.

    Your claim could be refused, your insurer may not provide any cover under your policy, or you could be put on the Insurance Fraud Register (IFR). This would affect your ability to get insurance in the future. You could even get civil or criminal sanctions resulting in fines or a prison sentence.

    How do I report fraud?

    If you find that you’ve been a victim of fraud, we’re here to help.

    To talk about insurance fraud, call us on 0345 900 4171 or email the following information to fraud@axa.co.uk:

    1. Your name
    2. Whether your report relates to a Moja policy or a Moja claim
    3. The product your query relates to. It could be:
      • Personal motor insurance
      • Commercial motor insurance
      • Liability insurance
      • Household insurance
      • Commercial property
      • Motor trade insurance
      • Travel insurance
    4. Your policy of claim reference
    5. Your contact number
    6. Any further information that might help us with your query

    Staying safe online

    Steps you can take to protect yourself and keep your personal data safe:

    1. Protect your information

      Don’t send personal / confidential information via email, on the phone or over the internet, unless you know the recipient. You should also check that the process is protected through encryption. Don’t leave passwords written down or easily accessible on your computer.

    2. Secure your networks and protect your devices

      Download trusted online security software to protect you, especially when banking online. Don’t allow third parties to control your devices remotely.

    3. Question unexpected messages

      Before responding to an unexpected message, ask yourself if what you’ve received is real.

    4. Don't click on links or attachments

      Never click on any attachments or links without checking the sender is who they say they are first.

    5. If you’re not sure, contact the company directly.

      Check the company’s website. Call the provider back using a phone number on their website and ask them to validate what you’re being told.

    6. Check for suspicious signs

      For example wrong logos, missing signatures, or uncommon email address.

    7. Think twice about sharing bank details or transferring money

      Never set up new or change existing payment details without verifying the request directly with the person or company you’re paying. Never transfer money out of your account if asked to do so for ‘security reasons’. And don’t send money to someone you talk to online, no matter how urgent it appears, or how well you think you know them. There’s a chance it could be fraud.

    This list doesn’t cover all the posibilites. We encourage anyone who receives any suspicious communication to report them to the FCA and Action Fraud using the links below:

    And one last thing...

    1. Stop

      Take a moment to stop and think before parting with your money or information.

    2. Challenge

      Could it be fake? It’s okay to reject, refuse, or ignore any requests. Only criminals will try to rush or panic you.

    3. Protect

      Contact the company directly if you think you're the victim of a scam and report it to Action Fraud.