Car insurance FAQs

I've missed a payment on my policy, what should I do?

If you miss your monthly payment, we will notify you by email and/or by letter. Please refer to this correspondence for next steps.

In most cases we will reapply to your bank for a second time within 10 days. You can make the payment now and select "Pay missed monthly instalment" from the drop down menu.

Please confirm with your bank prior to paying again as payments may have already been requested a second time.

How do I make a payment on my policy?

You can make a payment on your policy by completing our online payment form. Simply select from the list the type of payment you'd like to make. All you need is your policy number and your email address.

We'll send your receipt by email so you'll have the peace of mind the payment has gone through.

Alternatively, you can give us a call on 02890 020104 to make a payment or you can drop into your local branch.

How can I check if my monthly payment has been taken out of my bank account?

All monthly payments are taken from your bank account on the first working day of the month.

If for some reason your payment wasn't successful, please read "I missed a monthly payment, what should I do?"

Can I get a Car Insurance quote if I don’t have a car registration number yet?

If you're shopping around for a car, and don't know the exact registration number, you can still get an estimated Car Insurance quote by entering the make and model of the car you're looking at.

Once you've bought the car and have the registration number, we'll be able to give you an accurate price and you can choose to go ahead with the insurance.

Any quote you get will be based on an agreed set of assumptions.

How do I report a claim if I am involved in an accident?

We understand that having to report a claim can be a stressful and we are here to try and make that process as easy for you as possible.

We offer a number of ways for you to report a claim.

You can report a claim online by simply filling out our online claims form or through your MyAXA account and a member of our team will be in contact with you at a time that best suits you.
You can also call our dedicated car insurance team on 03458 28 28 23 and they will be on hand to assist you throughout the claims process to make it as easy for you as possible.
Alternatively, you can visit your local branch, where a member of the team will be able to guide you through the claims process in person.

It is important to report a claim regardless of if there has been damage to your vehicle or not.

I haven't bought the car yet - can I still get a quote?

Yes, you can get a car insurance quote online.

Please note: that it is only when you complete the purchase that you can insure the car in your own name. We will only be able to give an accurate quote when you have the registration number.

How do I report a windscreen claim?

You can report a windscreen claim directly with Autoglass or call us on 03458 28 28 23. Please make sure you have your policy number at hand.

How can I get my no claims discount letter?

Your no claims discount letter is attached to your renewal letter.

You can also access it through your MyAXA account 30 days prior to your renewal. To register for MyAXA, you simply need your policy number, date of birth and email address.

You can also request your documents to be sent to you by post by completing the request a document form.

Do I have to report every incident or claim?

Yes, you should report any incident which may result in a claim. Even if you're not sure whether a claim will be made on your policy. Incidents reported to us that don't result in a claim, won't impact your no claims discount.

You can complete our online claims form to notify us about a claim or an incident.

What is car and key rescue?

Car Rescue

Car rescue will cover you when your car breaks down. We will arrange roadside assistance, towing and help you to complete the journey if the repairs cannot be completed on the same day. You can contact our 24-hour car rescue line on 03458 282 823 or 00353 1 858 3200 from ROI when outside the UK.

Car rescue is an optional extra and an additional charge will apply if you want to buy this cover. Terms and conditions apply.

Key Rescue

Key rescue provides up to £1,500.00 (inc. VAT) towards lock and key replacement (including reprogramming of alarms and immobilisers) and costs of transportation in the event of lost or stolen keys or keys broken in any lock of your car. We will also cover up to £40.00 (inc. VAT) per day for up to 3 days for car hire if you are stranded more than 20 miles away from home or alternatively we will cover reasonable public transport or taxi fares for you and up to 4 passengers.

Key rescue is an optional extra and an additional charge will apply if you want to buy this cover. Terms and conditions apply.

Your Schedule will show if you have this cover. You can view this document through your MyAXA account. To register for MyAXA, please visit here.

I am thinking about buying a second car - will I be able to use my no claims discount again?

Unfortunately, you can't use your no claims discount twice.

However, if you are the only driver on both policies, you may be eligible for an introductory discount on your second car.

Get a Car Insurance quote for your second car or give us a call on 02890 020104 if you need to speak to one of the team.

You'll find more information on our Car Insurance page.

What is open driving?

Open driving covers any driver aged between 25-70 with a full UK, Irish, EU licence to drive your car with your permission.

Open driving is an optional extra and an additional charge will apply.

Terms and conditions apply.

Your Schedule will show if you have this cover which you can view and download from the My Documents section of your MyAXA Account.

How can I tell that my claim was settled?

Once your claim is settled, your insurance company will write to you to let you know. You will also be able to find this information on the renewal notice issued after the claim was settled.

Alternatively, you can contact your previous insurer directly.

What does windscreen cover provide?

Windscreen (or glass) cover means we will pay the cost of repairing or replacing cracked, broken or damaged windscreens or windows in your car.

We'll also cover any scratches to the body work as a result of broken glass.

Your schedule will show if you have this cover which you can find in your MyAXA Account.

If you have a glass breakage and wish to make a claim, you can complete our claims form or call us on 03458 28 28 23 .

All claims must be verified prior to any repair or replacement work being carried out.

Terms & Conditions apply. Damaged or broken glass in sunroofs, panoramic glass roofs and mirrors is not covered. Glass claims will not affect your no claims discount.

You'll find more information on glass cover in your policy document.

What is an accidental damage claim?

An accidental damage claim is typically where the policy holder will claim for costs to cover accidental damage to their vehicle under their Motor or Van Insurance policy.

You will find more information in your policy booklet.

What's the difference between Comprehensive and Third Party, Fire and Theft cover?

Comprehensive covers:

Damage by fire or theft
We will also pay any claims or expenses arising from legal action brought against you following a road accident. There is no limit on the amount of personal injury claim settlements we pay on your behalf. If you damage someone else's property, there is a limit of £20 million.
Accidental damage caused by you or others
Malicious damage or vandalism
Windscreen repair or replacement cover
Car stereo cover

Third Party, Fire and Theft covers:

Damage by fire or theft
Any claims or expenses arising from legal action brought against you following a road accident. There is no limit on the amount of personal injury claim settlements we pay on your behalf. If you damage someone else's property, there is a limit of £20 million.

You’ll find more details in your policy booklet.

What is no claims discount protection?

No claims discount protection is an optional extra you can choose on your car or van insurance for an extra cost.

It means you can rest easy knowing you can make one claim on your insurance policy without it affecting your no claims discount.

You must have earned a maximum no claims discount to add this cover and it can only be added at the start of a new policy, or when you are renewing your current AXA policy.

Terms and conditions apply.

Visit our Car Insurance or Van Insurance pages for more information.

Can i get a Car Insurance quote online if I'm a first time driver?

Yes, we offer insurance to first time drivers and drivers who have no previous insurance in their own name.

Read more about what's covered with our Car Insurance and how we support our young drivers.

To get a Car Insurance quote, simply select 'NO PREVIOUS INSURANCE' in the driving experience question.

Or you can give us a call on 02890 020104 and one of the team will be happy to help. and one of the team will be happy to help.

Can I change the car on my policy just for few days when my car is in repair?

Yes, if your car is in for repair you can make a temporary change of car through your MyAXA account.

If you don't have a MyAXA account you can do a temporary change of car through our express self-service. You'll need your policy number, email address and date of birth.

You’ll receive an email and text message confirming the change has been made.

For more help, we’ve put together this short guide on changing your car with MyAXA.

What is comprehensive driving of other cars?

Comprehensive Driving of Other Cars is included on comprehensive Car Insurance, as standard. This means, you can enjoy the same comprehensive cover you have on your own car insurance policy when driving other cars that are not owned, hired or leased by you or your partner.

Please note: There is a £40,000 limit on the borrowed car. Terms and conditions apply.

Please refer to your policy booklet for more details.

Your policy schedule will show the level of cover on your policy. You can view this document through your MyAXA account. To register for MyAXA you'll need your policy number, email address and date of birth.

Am I covered to tow a trailer?

Yes. Third party liability cover to tow a single axel trailer is included with AXA car insurance as standard, provided your licences permits you to tow a trailer.

Please note: This cover only applies when the trailer is attached to your vehicle or if it becomes detached in the course of a journey.

Terms and conditions apply.

You’ll find more details in your policy booklet.

Can I get an online quote if I've had no previous insurance?

Yes, we offer insurance to first time drivers and drivers who have no previous insurance in their own name.

Read more about our Car Insurance cover.

I've sent in my documents, when will I hear back?

We usually process documentation within 2 days of receiving them. If it's been more than 2 days and your documents are still showing as outstanding on your MyAXA account, please get in touch with one of the team on 03458 28 28 22.

I'm thinking of changing my car, can I get a quote?

If you're thinking about changing your car, you can get an estimate of how much it will cost in your MyAXA account.

If you don't have a MyAXA account, you can get an estimate to change your car through the express self-service.

All you need is your policy number, email address and your date of birth.

Please note: Changes to your car may affect the cost of your Car Insurance.

How can I change my direct debit details?

To change your bank details, call us on 02890 020104 or drop into your local branch.

When can I pay the settlement balance on my policy?

You can pay the settlement balance on your policy any time either by contacting us on 0345 828 2822 or by dropping into your local branch.

If you are a car or home customer, you can view your payment information through your MyAXA account.

To register for MyAXA you'll need your policy number, email address and date of birth.

How can I check who is insured to drive my car?

You can find out who is insured to drive your car by checking your insurance certificate. The drivers are listed on section 6 of your certificate of insurance.

You can view and download your certificate from your MyAXA account.

You can also request a copy of your insurance certificate by completing the document request form.

Please note: If you've added a temporary driver to your policy, they won't appear on your insurance certificate.

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How can I check who can or cannot drive my car?

My Republic of Ireland car registration is covered on my policy but I have re-registered my car in the UK - how can I change my car registration?

To update your car registration, simply call us on 02890 020104 or drop into your your local branch.

What does automatic renewal mean?

When you choose automatic renewal, your policy will automatically renew on your renewal date each year. If you are happy with the renewal terms and the premium quoted there is no need for you to take any action.

Unless you contact us prior to the renewal date, your policy will renew, and your monthly instalments will continue to be debited. Car and home insurance customers can check if you have automatic renewal in your MyAXA account.

Where can I find my policy renewal date?

You can find your expiry date on your policy documents which are available in your MyAXA account.

If you don't have an account and think your policy is expiring soon, give us a call on 03458 28 28 22 and one of the team will be happy to help.

We will send out your renewal invite by post approximately 4 weeks before your renewal date.

Am I covered if personal belongings are stolen from my car?

If you have Comprehensive, or Third Party, Fire and Theft cover on your car insurance, you will be covered if personal are stolen from your car subject to a limit of £450.

A claim under this section will not affect your no claims discount. Your policy schedule will show you if this cover which you can find in your MyAXA account.

Please note that some items are not covered, for example:

Money
Tickets
Jewellery

You are not covered for personal belongings if your car is left unattended and it's unlocked or the windows or sunroof are left open.

You’ll find more details in policy booklet.

Terms and conditions apply.

How can I add a driver to my Car Insurance policy?

You can add a driver to your Car Insurance through your MyAXA account.

If you don’t have an account you can add a driver through express self-service. You'll need your policy number, email address and date of birth.

You'll also need personal details of the additional driver, claims experience and driving history along with the drivers permission to get a quote.

For temporary additional drivers, give us a call on 03458 28 28 22 or drop into your local branch.

Need help? Check out our quick guide to adding a driver to your policy

If I buy Car or Home Insurance online, when will i get my documents?

Your policy documents will be available once the initial payment is made and you can download them through your MyAXA account. If you haven't got an account you can easily register for MyAXA.

You can also download your documents through express self-service, all you need is your policy number, email address and date of birth.

Please note: You will also receive your documents in the post within 5 working days.

Am I covered to drive abroad?

If you're planning to travel abroad within the EU and bring your car with you, you can rest assured that you're covered. Our Car Insurance covers you to drive your car in the following countries:

Great Britain
Republic of Ireland
Isle of Man
Channel Islands.

Your policy is also automatically extended to cover you to travel to EU member states for up to 90 days in any period of insurance.

Please note: Some of the sections of your policy cover apply only while driving in the Republic of Ireland, Northern Ireland and Great Britain.

Please call us on 02890 020104 or drop into your local branch if you are in any doubt regarding your cover.

Terms and conditions apply.

You’ll find more details in your policy booklet.

What is Comprehensive Car Insurance cover?

Comprehensive Car Insurance is the highest level of cover you can get, and it's the most popular choice for our customers.

Comprehensive Car Insurance covers you for third party claims after an incident and for damage caused to your own vehicle. With our comprehensive cover, the following are included as standard:

Replacement car cover
Injury cover
Legal expense cover
Glass cover
Comprehensive driving of other cars (if you were 25 or over at the beginning of your policy or renewal). Terms and conditions apply.

You’ll find more details in your policy booklet.

Your Schedule will show the level of cover on your policy. You can access this document through your MyAXA account. To register for your MyAXA Account, you'll need your policy number, email address and date of birth.

What is Third Party, Fire and Theft cover?

Third party, Fire and Theft is a level of cover you can choose on your Car Insurance.

With Third Party, Fire and Theft, we cover you against damage caused to your car by fire, theft or attempted theft. It includes your legal liability to others; up to £20 million for property damage and unlimited liability cover for injury to others.

Third Party Fire and Theft doesn't cover accidental damage caused to your vehicle.

Your policy documents will show the level of cover you have on your car insurance. You'll find these in your MyAXA account.

You’ll find more information about Third Party, Fire and Theft cover in your policy booklet.

What is a multiproduct discount?

We offer a discount on your car insurance if you, or anyone living at your address, has an AXA direct policy.

We offer a discount on your home insurance if you have an existing car policy with AXA directly.

Please note: All discounts are subject to the minimum premium.

I've lost my card - do I need to update my payment details?

If you get a new card you don't need to contact us, as long as your bank account details haven't changed.

To update your bank details, call us on 03458 28 28 22 or drop into your your local branch.

How do I amend my car policy from a provisional to a full licence?

To amend your policy from a provisional to a full licence, simply call us on 02890 020104 or drop into your local branch.

My monthly payment was taken twice, what should I do?

If your payment has been taken twice, the best thing to do is contact your bank directly. This is the quickest option as payment is normally back in your account on the same day. Simply request a SEPA cancellation and the bank will refund your direct debit payment accordingly.

Alternatively, give us a call on 02890 020104 and we'll be happy to help.

I can't see my Certificate on MyAXA?

Your can access your Certificate of Insurance from the My Documents section of your MyAXA account.

If you can't see your Certificate there could be a technical issue so please get in touch on 03458 28 28 22 so we can help you troubleshoot the problem.

How do I make a change to my car insurance policy?

You can make most changes to your car insurance policy in your MyAXA account.

To view a list of all the changes you can make visit manage your policy.

To remove a driver, cancel your policy or make changes to your renewal, call us on 02890 020104 or drop into your local branch.

Please note: Changes to your policy may affect your annual premium.

What should I do if someone wants to report a claim against my policy?

You or your legal representative must give us full details within 48 hours of any event which could lead to a claim under this policy. To report a claim complete our online claims form or call the claims helpline 03458 28 28 23

You must also immediately send us any letters and documents you receive in connection with the event without replying to them. If there is another car involved you should swap details with the other driver. Never accept liability without discussing with your claims handler.

Can someone else discuss my claim on my behalf?

We won't discuss your claim with anyone else without your permission.

To give another person permission to discuss your claim on your behalf, please call us on 03458 28 28 23 and one of the team can help you.

Can you settle a claim without my agreement?

We'll always try to work with you to settle your claim to your satisfaction.

To help us with your claim, you must give us or our appointed representative any information or documentation required to investigate the claim.

In the event where we can't reach agreement, we may take over and deal with the defence or settlement of any claim for you or the driver.

I have lost my car keys - what should I do?

If you've lost your car keys you should notify our claims team on 03458 28 28 23.

If you have chosen Car and Key Rescue we will cover lost, damaged or stolen car keys. This cover provides up to £1,500.00 (Inc. VAT) towards lock and key replacement.

It also provides up to £40.00 (inc. VAT) per day for up to 3 days for car hire in the event that you are stranded more than 30km away from home. Alternatively, it provides reasonable public transport or taxi fares for you and up to 4 passengers.

You can check if you have Car and Key Rescue included on your policy schedule which you can view and download from your MyAXA Account.

Register your claim for lost, stolen or damaged keys.

Why did I get a letter to say documents are outstanding?

If you've recently received a letter to say your documents are outstanding and you've already sent them to us, we may not have got to them yet as it can take up to 2 days to process.

You can check if your documentation is still outstanding in your MyAXA account.

If you need to speak to a member of the team you can contact us on 03458 28 28 22 or drop into your local branch.

When will my deposit be taken from my bank account?

If you've just bought your policy, your deposit is usually paid by card on the same day. If you're renewing your policy, your deposit can take up to 14 days after your renewal date to come out of your bank account.

If you are a car or home customer, you can view a breakdown of your payment information any time under the policy summary section of your MyAXA account.

You can also download your Policy Schedule from the 'Documents' section to view a full breakdown of payments.

Do I need to pay a deposit when I renew my policy?

Yes. Once you renew your policy, a 15% deposit will be taken from your account within 14 working days of your policy start date.

You'll find more details in your payment schedule.

You can view your documents through your MyAXA account.

To register for MyAXA, you'll need your policy number, email address and date of birth.

Can I get my proof of no claims discount sent by email?

Unfortunately not. Your proof of no claims discount is included in your renewal pack. We can also send you a copy by post by completing the document request form.

Alternatively, you can contact call us on 03458 28 28 22 or drop into your local branch and the team will be happy to help.

What is a third party claim?

A third party claim is is where a person claims for damage caused to their vehicle, property, or injury as a result of an accident caused by another person.

You will find more information in your policy document.

Do I have no claims discount protection on my Car Insurance?

If you have more than 5 years claim free and have earned the maximum no claims discount, it makes sense that you'll want to keep it protected.

No claims discount protection is a perfect way of making sure that if you do have an accident, your discount will not be removed.

We offer no claims discount protection as an optional extra on your Car Insurance. This means that at an additional cost you can protect your no claims discount from being affected if you make one claim in the insurance year.

Your policy schedule will show if you have protected no claims discount which you can view in your MyAXA account.

For more information on your no claims discount protection, read your policy booklet under Protected No Claims Discount.

Where should I send documents relating to my claim?

The easiest way to send us your documents is to take a photo of each, unless the orginal document is requested, and upload them through your MyAXA account.

To register for MyAXA you'll need your policy number, email address and date of birth.

Alternatively, you can send them as attachments by email to claims@axa.ie. Please include your claim number in the subject line of the email followed by "i" (e.g. 123456789i).

You can also drop them into your local branch, or post them to:

AXA Insurance dac,
The Ewart Building,
3 Bedford Square,
Belfast,
BT2 7EP

I have a temporary car on my policy - can I extend the cover?

You can extend or cancel your temporary cover any time through your MyAXA account.

To register for your MyAXA account you'll need your policy number, email address and date of birth.

I got a quote online but I would like to update it?

You can use your quote reference to retrieve your quote and make the required changes.

You'll be provided with the quote reference once you complete your quote online. You'll also receive the quote reference by email.

I haven't received my Certificate of Insurance?

You should receive your certificate in the post within a few days of taking out your insurance policy. If you haven't received your certificate it will be available in your MyAXA account to view and download.

You can also get a copy by completing the document request form.

If you're unsure of what documents you need to send, you can log into your MyAXA account where your outstanding documents are listed. You can also call us on 03458 28 28 23 or drop into your local branch where one of the team will be happy to help.

I hold a provisional licence, can I drive on my own?

Legally, you're not permitted to drive on your own if you hold a provisional licence. For your own safety you must always be accompanied by a fully licenced driver who is at least 21 years old and holds a full licence for a minimum of 3 years.

Why does my no claims discount show my policy as live?

If your no claims discount is showing as 'Live', this means your policy was active when it was issued.

If you have since cancelled your policy you can request a new one through the document request form. If you'd prefer you can contact on 03458 28 28 22, or call into your local branch and we'll be happy to help.

My policy is up for renewal - how can I cancel it?

Your policy won’t renew unless we receive a payment. So if you've previously paid in full, there’s nothing you need to do. Your policy will automatically expire.

If you paid by monthly direct debit, simply call us on 02890 020104 or drop into your local branch.

You’ll find more detailed instructions in your renewal letter.

What is a voluntary excess?

A voluntary excess is the amount you agree to pay in the event of an accident. You can choose your voluntary excess amount when you buy or renew your car insurance policy. The higher your voluntary excess, the lower your quote will be. Similarly, lowering the excess will increase the cost of your car insurance.

Please note: Car policy holders under the age of 25 cannot reduce their excess.

The excess amount is noted on your Schedule. You can view this document through your MyAXA account.

To register for MyAXA, you'll need your policy number, date of birth and email address.

What is injury to driver cover?

Injury to driver cover provides cover for you and any named driver in the event of injury or death (comprehensive cover only).

Terms and conditions apply.

Your Schedule will show if you have this cover. You can view this document through your MyAXA account. To register for MyAXA, please visit here.

How can I get a letter of named driving experience?

You can request a copy of your named driving experience by completing the document request form.

You will need the following:

Policy number
Full name of the policy holder
Email address associated with the account

The named driving experience letter will be sent by post to the policy holders address.

Alternatively you can give us a call on 02890 020104 or drop into your local branch and one of the team will be happy to help.

I had a claim - what claims details do I need to get a Car Insurance quote?

If you've previously had a claim and you'd like to get a quote for your Car Insurance, you'll be asked to provide some information about the claim when getting your quote.

When filling out the quotation form we will ask you to share the following details:

The name of the driver that the claim relates to
The date of the incident
The type of claim (e.g windscreen or accidental damage)
How much has been paid out
If it's settled or ongoing

When will I get my refund?

If you're due a refund on your policy and you pay by monthly instalments, we'll send the refund to your bank account within 3-5 working days.

If you've paid your policy in full, we'll send your refund by cheque in the post to your home address. This can take up to 10 working days.

If you think you should have received your refund by now, give us a call on 03458 28 28 22 or drop into your local branch.

What is a theft claim?

A theft claim is where you make a claim on your policy if your vehicle has been stolen or there’s been an attempted theft of your vehicle.

If your car or van is stolen, you should contact us on 03458 28 28 23 as soon as you can to report the incident. You must also tell the appropriate law enforcement authorities.

You will find more information in your policy document.

Do I need a Green Card?

Car Insurance

With effect from the 2nd of August 2021, the European Commission have now agreed that Green Cards are no longer required for any motor vehicles registered in Northern Ireland when being driven in the Republic of Ireland or any part of the European Economic Area.

We are currently working on updating MyAXA to remove the GreenCard from your list of documents, so you may still see the option to download a Green Card on your MyAXA account.

Van Insurance

With effect from the 2nd of August 2021, the European Commission have now agreed that Green Cards are no longer required for any motor vehicles registered in Northern Ireland when being driven in the Republic of Ireland or any part of the European Economic Area.

Please note: there is no requirement for you to have a Green Card with you when travelling.

If I use my car to drive to or from work what class of use should I have on my policy?

If you use your car to commute to and from the same work location, you should have 'Social Domestic and Pleasure plus Commuting' cover on your policy. Section 3 of your certificate of insurance will show the class of use you have on your policy.

You can view and download your certificate of insurance from your MyAXA account.

Can I get Car Insurance as a learner driver?

Yes, we offer Car Insurance for learner drivers with a provisional licence.

Terms and conditions apply.

Am I covered if I leave my keys in my vehicle, and it is stolen?

Unfortunately, loss or damage caused by theft or attempted theft is not covered if the keys (or keyless entry system) are left unsecured or left in an unattended car. You should never leave your vehicle unattended with the keys in or around the vehicle

You’ll find more details in your policy booklet.

Terms and conditions apply.

Am I covered for a courtesy car after an accident if my own car is in for repair?

Yes, if your car is repairable and we are dealing with your claim, a courtesy car will be provided to you while repair to your car is being carried out by an AXA approved repairer. However long it takes.

Can I choose when my monthly instalment is collected from my bank account?

Unfortunately, you can’t change the collection date of your direct debit.

You can stop the payment from coming out of your account by making an early payment on your policy through our payment form.

Early payments should be made before the 25th of the month to stop the direct debit process. If you pay after the 25th of the month, the direct debit process will run as usual which means you could end up paying too much.

I've just bought a new policy, can I cancel it?

If you've just bought a policy with us, you can cancel your policy within the first 14 days and we'll give you a full refund, provided that no claims have been made during this period.

You’ll find more information around policy cancellations in your policy booklet.

I'm thinking of adding a driver to my Car Insurance policy, can I get a quote?

If you’re thinking of adding a driver to your policy, you can get an estimate for an additional driver through your MyAXA account. MyAXA account.

If you don't have a MyAXA account, you can get a quote to add a driver through the express self-service.

You'll need your policy number, email address and date of birth.

Please note: Changes to your policy may affect your annual premium.

What type of claims don't affect my no claims discount?

If you're a car customer, the following claims will not affect your no claims discount:

Fire
Theft (or attempted theft)
Windscreen/glass breakage
Loss/damage to personal belongings
Car and Key Rescue

You’ll find more details in your policy booklet.

What happens if my car is written off after an accident?

If your car is written off as a result of a claim, we will settle your claim by replacing your car or by offering you the market value (or purchase price of your car whichever is lower) of your car at the time of the incident.

Our engineers will carry out the research to assess the appropriate market value of your car. We may then take ownership of the damaged car and you must send all items relating to the car, including the licensing documents and keys.

Terms and conditions apply. To find out more you can read your policy booklet under section Loss and damage to your car.

What is an excess?

An excess is the first part of a claim that you will have to pay.

For example, if you have an excess of £100 and make a claim worth £1,000, we will pay £900 of the claim settlement amount and you'll be asked to pay the £100 excess amount.

Your excess amount is noted on your policy schedule.

Car and Home Insurance customers can view their policy schedule in their MyAXA account.

To register for MyAXA you'll need your policy number, date of birth and email address.

Where should I send my documents for my car insurance?

The easiest way to send us your documents is to take a clear photo of each item, then you can simply upload them through;

You can also send them by email to axadocuments@axa.ie, drop them into your local branch or send them by post to:

AXA Direct,
Derry Contact Centre,
Springtown Business Park,
Derry,
BT48 0GY

From time to time we may request to see the original documentation. If you've been asked to send in the originals, you can drop into your local branch or send them to the address above.

What Car Insurance cover options does AXA offer?

We offer the choice of three levels of Car Insurance cover which you can choose from depending on your needs.

Third Party Only – this is the standard car insurance cover that is required by law. It covers damages to the third parties involved when an accident occurs.
Party, Fire and Theft – this is our mid-level cover which provides coverage for fire and theft, as well as damage to third parties involved.
Comprehensive – our comprehensive cover provides a more complete coverage. It includes all that is covered in third party fire and theft, plus additional benefits such as windscreen or misfuelling cover.

What is no claims discount?

No claims discount is the percentage discount you earn for each year you’ve been claim free on your own car insurance policy, up to a maximum of 75%.

Read more about the discounts we offer on our Car Insurance page.

What is Third Party Only cover?

Third Party Only Car Insurance is our most basic cover option which means that third parties involved in an incident are protected. It's a legal requirement that you have at least Third Party Only car insurance in the UK.

For example, if you had an accident with another driver (the third party) and the accident was your fault, then your liability to the driver of the other car would be covered. So we would cover the cost for the other drivers car, property and any personal injury.

With third party only, cover for your car is not included.

Your Schedule will show the level of cover on your policy. You can view and download your schedule in your MyAXA account.

To register for MyAXA you'll need your policy number, date of birth and email address.

Can I cancel my policy mid term?

You’re free to cancel your policy mid-term. Simply return your Certificate of Insurance along with a written request to:

Postal Address:

AXA Direct,
Derry Contact Centre,
Springtown Business Park,
Derry,
BT48 0GY.

You can also call us on 02890 020104 or drop into your local branch.

You’ll find more information on cancellations and related charges in your policy booklet.

My car was stolen, what do I do?

If your car has been stolen you should contact the local law enforcement authority as soon as it's safe to do so.

Once you've reported the theft, you should call our claims line on 03458 28 28 23 and one of the team will record the incident and talk you through the next steps.

I'm due a refund, can I get it sent to my card?

If you pay by direct debit we can issue your refund to your bank account or if you pay in full your refund will be issued by cheque to your home address.

How do I add a driver temporarily to my Car Insurance policy?

You can add a temporary driver to your policy for up to 28 days. Simply call us on 02890 020104 or drop into your local branch.

Please note: Changes to your policy may affect your annual premium.

What is named driving experience?

If you are named as a driver on another policy, you can earn a discount for each year you have been named and are claim free.

We will reward you with a named driving experience discount up to a maximum of 6 years if each year is continuous without gaps.

You can get a car insurance quote online, just make sure to select 'insured as a named driver' when asked about your previous insurance.

If you're not sure how many years you're entitled to, call us on 02890 020104 and we'll be happy to help. Or visit car insurance.

Terms and conditions apply.

What is Replacement Car cover?

If your car is damaged in an accident but is still repairable, we'll provide you with a replacement car while yours is being repaired, for however long it takes.

Check your schedule to see if you've got replacement car cover, which you can view and download from your MyAXA account.

This cover will apply if there is a valid claim under the Comprehensive or the Fire & Theft section of your policy.

Terms and conditions apply. An AXA approved repairer must be used.

Am I covered if my car breaks down?

We know that sometimes your car can break down when you least expect it, that's why we offer Car and Key Rescue as an optional extra that can help you avoid this stress and have peace of mind that you are protected, should the unexpected happen.

Car and Key Rescue can be added to your policy at an additional cost and covers you for home starts and roadside assistance so you can get on with your day with minimal disruption.

If you need us, give us a call on 02890 020104, and we will arrange roadside assistance for you. This includes towing and assistance if you need to complete your journey and the repairs cannot be completed in the same day.

Your schedule will show if you have this cover. You have access to all your policy documents in your MyAXA account.

Read more about cover options available on your car insurance.

Terms and conditions apply. You can add Car and Key Rescue to your policy when you buy or renew your car insurance.

How can I remove a driver from my policy?

To remove a driver from your policy at your renewal call us on 02890 020104 or drop into your local branch.

Please note: If you'd like to remove a driver mid-term, you'll be asked to return your insurance certificate to the address below.

AXA Direct,
Derry Contact Centre,
Springtown Business Park,
Derry,
BT48 0GY

How can I renew my policy?

If you pay by monthly direct debit and have opted in for automatic renewal, we'll renew your policy without you having to contact us. If you've opted out of automatic renewal please contact us before your renewal date as your policy will not automatically renew and there will be no cover in place after the renewal date.

If you pay by monthly direct debit, we'll automatically renew your policy for you.

If you'd like to pay the full amount up front, you can do so by selecting 'Pay renewal in full' from the drop-down menu on our payment form. You can also renew your policy through your MyAXA account. To register for MyAXA, please visit here.

If you've paid in full previously and would now like to pay by direct debit, simply call us on 02890 020104 or drop into your local branch.

Need help? We’ve put together a simple guide.

You can view your payment information any time through your MyAXA account.

What documents do I need to send for my Car Insurance?

We will advise you which documents to forward when you set up your policy.

You’ll also be able to see a list of these documents, along with the ones that you have left to submit, through your MyAXA account. To register for MyAXA please visit here.

Some of the documents we may request include:

Driver licence:

ROI and UK licence holders will have to provide their driver licence number. Licences issued outside the ROI and UK must provide the original document. Terms and conditions of the licence must be adhered to. To check the validity of your licence please contact the Driver and Vehicle Licensing Agency (DVLA).

Driving history:

No claims discount

If you have a no claims discount earned in your own name, we will require the original document confirming the number of years without claims, claims details, matching vehicle registration, expiry date and policy number. Please refer to FAQ "What is no claims discount?" for more details.

Driving experience earned as a named driver

If you were named on another policy as a named driver, we will ask you to provide a letter from your previous insurer confirming drivers named, period of cover, details of any claims disclosed and policy number.

Driving experience earned on a company car

If you were driving a company car, we will ask you to provide a letter from the insurance company confirming that you were covered on the company policy, number of claim free years and the period of cover.

We will also ask that you provide a letter from your employer confirming the following:

Period of cover
Full time exclusive use of the vehicle
Exclusive use of the vehicle
No claims made on the vehicle during this period of time
Confirmation that you no longer have the use of the company car

Details of previous claims:

If you have any previous claims, we will ask you to provide a letter from your previous insurer outlining date of loss, claim type, status and settlement amount of the claim.

Please note: that we may also ask you to forward additional documentation. This will be explained to you at the time of purchase.

When is my renewal date?

You can find your renewal date on your Certificate of Insurance or your policy Schedule.

You can view and download your policy documents through your MyAXA account.

We'll be in touch with your renewal notice approximately 3 weeks in advance of your renewal date. If you've previously paid by direct debit then your policy may renew automatically. You can check your MyAXA account to confirm if you have automatic rollover.

Do I have windscreen cover?

If you have Comprehensive Car Insurance policy with us you can rest assured that you have windscreen cover.

If you have broken glass coverage and would like to make a claim, either complete the online claims form or call us on 02890 020104 before you proceed with fixing the damage.

We will then advise you to contact one of our AXA approved repairers and the repairs will be fully covered.

If you decide to use your own repairer, we will cover a replacement of up to £250, or a repair of up to £50.

Terms and conditions apply.