Home insurance - FAQs

• What is wear and tear on a Home Insurance policy?

  Wear and tear is a damage to the property as a result of ordinary use or damage that occurs gradually over time.

  Damage caused by wear and tear is not covered, as it's your responsibility to maintain your home.

  Some examples of wear and tear are:

  • Small scratches on the walls or paint.
  • Worn or slightly stained carpets.

  Terms and conditions apply. You can find more information on wear and tear in your policy booklet.

• Why do I need home insurance?

  Although home insurance is not required by law, many mortgage providers will require you to have buildings insurance in order to receive your loan. This is to make sure your building is protected which helps protect their investment.

  For most people, their home is their most valuable asset, which is why it's important to have it protected.

  Without home insurance, in the event of any incident you may be left to pay out of pocket, which often can be quite a financial burden.

  Our Home Insurance policies help protect you, your home and all your belongings from the unexpected giving you the peace of mind that we are always here to help.

• What is liability cover on my Home Insurance?

  Liability cover is offered with all of our home insurance policies, to the value of £2 million. This means that we will cover the amounts that you are legally responsible to pay anyone who has been injured on your property, along with any damage or loss of material property.

• 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.

• How do I get a Home Insurance quote?

  Get a Home Insurance quote online to get 10% discount and choose the cover to best suit your needs.

  If you need to get in touch, call us on 02890 020104 or drop into your local branch. You can now call us from 8.45am to 6pm (Monday - Friday) or from 9am to 4pm on Saturdays.

• 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.

• Can I insure my holiday home?

  We offer holiday home insurance which offers extra protection, so you have peace of mind that your home and contents are protected, even when you are not there.

  Much like with our regular home insurance, we offer Holiday Home Insurance with varying levels of cover.

  Buildings & Contents Insurance - cover for your property and contents.

  Buildings Only Insurance - covers any buildings which you may have on your property; your house, along with all permanent fixtures such as kitchen units.

  Contents Only Insurance - covers any furnishings for the property, such as furniture, along with any personal belongings and valuables.

• 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.

• Will my Home Insurance premium be affected if I make a claim?

  Making a claim on your Home Insurance can be a daunting task and can often become a stressful situation, particularly surrounding your next insurance premium and how the cost may increase.

  If you have consecutive, claim-free periods of home insurance with us, we'll reduce your premium at your next renewal date in line with our discount scale.

  If you have a claim during your insurance year, your no-claims discount will reduce to 0%.

  You can report a Home Insurance claim, or call us on 03458 28 28 23.

• Can I get Home Insurance if I am renting a room in my house?

  We want to help you find the best insurance for your home and your lifestyle. So, if you're renting out a room in your home you can still get Home Insurance.

  Just let us know how many rooms you are renting out in your home when you are getting your home insurance quote. We don't currently quote for this online so if this is the cover you need, give us a call on 02890 020104 or drop into your local branch.

  Please note: We do not cover short-term lettings.

• Can I insure my home if my property is in a flood-prone area?

  For more information, feel free to contact us on 03458 28 28 22 and a member of the team will be able to help you. You can now call us from 8.45am to 6pm (Monday - Friday) or from 9am to 4pm on Saturdays.