AXA Equitable Customer Service — Expert Guide

Overview and corporate identity

What the industry historically called “AXA Equitable” now operates under the Equitable brand; the change was implemented publicly in 2020 after the company separated its U.S. operations from AXA. Equitable Holdings trades under the ticker EQH (NYSE) and traces corporate roots to Equitable Life Assurance, founded in 1859. The corporate headquarters is located at 1290 Avenue of the Americas, New York, NY 10104; the primary public website for policyholder resources and verified contact information is https://www.equitable.com.

For customers this matters because corporate transitions change product names, internal routing, and which entity is responsible for regulatory filings and complaint handling. When you refer to “AXA Equitable” in older paperwork (policy contracts issued before 2020), make sure you cite the original contract number and issue date; Equitable’s modern customer-service teams will map those legacy contracts to current servicing platforms using exact account identifiers.

Customer service channels and expected timelines

Equitable supports multiple channels: secure online portal (policy/annuity owner portal), dedicated email/secure message, phone-based service for routine inquiries and transactions, and written mail for notarized forms or original-document submissions. Best practice for complex account requests (beneficiary changes, in-force policy loans, full-surrender processing for annuities) is to initiate via the secure portal so a documented audit trail is created and the request receives a ticket number.

Operationally, reasonable service-level expectations are: acknowledgment of receipt within 1–3 business days; routine transactional changes (address, beneficiary updates) completed within 5–10 business days; underwriting or claims decisions for life/health claims within 15–45 calendar days depending on required evidence; and full surrender/annuity processing often set at 30–60 calendar days once all documentation is received. If you do not receive an acknowledgment within 5 business days, escalate (see escalation section).

Product-specific issues, fees, and measurable details

Different products produce different customer-service workflows. Typical industry benchmarks you should expect when dealing with life insurance, fixed/variable annuities or retirement accounts: surrender charges for deferred annuities commonly start in the 0–8% range and decline annually over a 5–10 year schedule; policy loan interest rates (for life insurance) commonly range from 5.00%–8.00% depending on the policy’s crediting rate and contract language; required free-look periods on life/annuity contracts are usually 10–30 days depending on state law and the product form.

Claims and benefits teams will require hard-copy or e-signed documentation (original policy, certified death certificate, physician statements, proof of loss forms). For variable products, expect additional processing tied to fund NAV valuation dates; redemptions submitted on non-trading days can add 1–3 business days to standard timelines. Fees, surrender schedules, guaranteed minimum income benefits, and any market value adjustments are always specified in the contract’s SCHEDULE and ILLUSTRATION pages — keep copies of those pages to avoid calculation disputes.

Documents to have ready (concise checklist)

• Policy/contract number and full legal name exactly matching the contract; Social Security Number or last 4 digits for verification.
• Copy of the contract and recent policy illustration; if unavailable, request a certified contract copy from the company’s servicing center.
• Proof of identity (driver’s license/passport), certified death certificate for claims, physician statements or medical records when requested, and banking information (voided check) for ACH payments.
• Signed, dated forms required by the contract for loans, surrenders, or beneficiary changes — many forms require medallion or notarized signatures depending on payout method and dollar thresholds.

Escalation, regulatory remedies and practical scripts

If frontline service does not resolve your issue within the timelines above, escalate internally first: reference your ticket number, request the supervisor’s name, and ask for a written escalation note and target resolution date. If internal escalation fails, regulatory and external remedies include filing a complaint with the U.S. Consumer Financial Protection Bureau (https://www.consumerfinance.gov/complaint) and your state insurance department; the National Association of Insurance Commissioners (NAIC) maintains a state filing lookup (https://content.naic.org) to identify the correct regulator and complaint forms.

Sample escalation script (use in email/secure message): “My name is [Full Name], policy number [XXXXXXX]. I initiated [type of request] on [date] via [channel]. Ticket/confirmation number: [####]. I received acknowledgment on [date] but no resolution by [target date]. Requested resolution: [specific action]. Please escalate to the supervisor in the servicing department and confirm a completion date within 10 business days.” Document all replies and dates; regulators will expect this evidence when you submit a complaint.

Key contacts and practical resources

• Company website for verified service channels and secure login: https://www.equitable.com — use the “Contact” or “Customer Service” sections to obtain the most current phone numbers, mailing addresses, and secure messaging options.
• Regulatory resources: CFPB (https://www.consumerfinance.gov/complaint), NAIC state lookup (https://content.naic.org), and your state insurance department (search via NAIC) for formal complaints and policyholder protections.

Is AXA Equitable a good company?

Equitable is a large life insurance and retirement savings company. It was known as AXA Equitable until a name change in 2020. It’s a solid option for life insurance shoppers, offering a wide range of term and permanent life insurance policies, along with other financial products.

What time does Equitable customer service open?

Our toll-free number (800) 777-6510, Monday through Thursday 8:30 AM – 7:00 PM, Friday 8:30 AM – 5:30 PM.

What is AXA Equitable called now?

Equitable Advisors Background
However, the firm can trace its history back all the way to 1859, when Henry Hyde founded its distant predecessor, the Equitable Life Assurance Society of the United States. As stated above, this firm changed its name from AXA Advisors to Equitable Advisors on June 15, 2020.

Who took over AXA Equitable?

In 1991, French insurance firm AXA acquired majority control of Equitable. In 2004, the company officially changed its name to AXA Equitable Life Insurance Company. In January 2020, it changed its name to Equitable Holdings, Inc. following its spinoff from AXA and the related public offerings beginning in May 2018.

How to get out of AXA Equitable?

How to Get Out of AXA/Equitable

1. Cease contributions to AXA/Equitable by filling out a new Salary Reduction Agreement (SRA) with your employer.
2. Open a new account with a lower-cost vendor available through your employer.
3. Start contributions to new vendor via a new SRA.

How do I contact AXA Equitable customer service?

AXA Equitable Life Insurance Company

1. AXA Equitable Life Insurance Company.
2. 1859.
3. New York, NY.
4. (877) 222-2144.
5. Claims:
6. Payments:
7. Claims: