Car insurance - Claims and emergencies

• 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.

• 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.

• 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 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 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.

• 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.

• 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.

• 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.

• 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.