Frequently asked questions about claims and emergencies

How do I report a claim?

  • There are many ways to report a claim. Please visit our claims section for or contact information, or visit one of our branches. We are also available day and night on 02890 020104.


    We will take your details and try our best to settle the claim as soon as possible.

In case of emergency can I contact AXA?

  • In case of emergency such as burst pipe in your home or road traffic incident you can contact our 24-hour helpline. Just ring 02890 020104.

Do I have to report every incident or claim?

  • Yes, it is very important that you contact us immediately in relation to all incidents that may lead to a claim. Please fill in our claims form to notify us about a claim or an incident.


    Alternatively you can contact us on 02890 020104 or visit one of our branches.

I would like to report a windscreen claim, how will I go about this?

  • You can report a windscreen claim simply by using our online claim form.


    Alternatively, you can contact us on 02890 020104 or visit one of our branches.

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

  • Please contact our claims department as soon as possible to register a claim. If you receive any correspondence from the other party or their insurers please do not reply to it, instead pass it on to us.


    Alternatively you can contact us on 02890 020104 or visit one of our branches.

I have lost my car keys. What should I do?

  • Please notify our Claims Department as soon as possible.


    If you have purchased 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 and 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 reasonable public transport or taxi fares for you and up to 4 passengers.


    Alternatively, you can contact us on 02890 020104 or visit one of our branches.

My car was stolen, what do I do?

What does windscreen cover provide?

  • If you have glass breakage cover and want to make a claim, you must telephone us 02890 020104 on before any repair/replacement work is carried out. Cover is unlimited if you use our approved repairers.


    If you use your own repairer, cover will be limited to £150. In addition, an excess of £75 will apply where glass is replaced. No excess applies if glass is repaired.


    Please contact us on 02890 020104 or visit one of our branches, if you have any queries.


    Terms and conditions apply, please refer to your policy document for more information.

What is Replacement Car Plus cover?

  • If your car is damaged as a result of an accident, fire or theft, or if it is stolen and not recovered, we will provide you with a courtesy car provided we are dealing with an accidental damage claim. Cover will be for up to 14 days in a row for any one incident.


    Your schedule will show if you have this cover. You can access this document in your MyAXA account.


    Replacement Car Plus is optional cover and an additional charge will apply if you want to buy this cover.


    Alternatively, you can contact us on 02890 020104 or visit one of our branches.

Some personal belongings were stolen from my car, am I covered?

  • Yes, you are covered for up to £250 for personal belongings carried in your car if they are lost or damaged caused by accident, fire, theft or attempted theft.


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


    • Money
    • Stamps
    • Property covered under a different policy

    Terms and conditions apply, please refer to your policy document for more information.

How can I report a home insurance claim?

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