Frequently asked questions about cover

What is a multiproduct discount?

  • We offer a 10% discount on your car insurance if you, or anyone living at your address, has an existing car, home, van or taxi insurance policy with AXA directly.


    Please note that all discounts are subject to the minimum premium.

What is third party only cover?

  • It is a legal requirement to have at least third party only car insurance in the UK. This is to ensure that third parties involved in an incident are protected.


    So, for example, if you were to crash into another car (the third party) and the accident was deemed to be your fault, then your liability to the driver of the other car would be covered, although you would not be able to claim for damage to your own car.


    Your schedule will show the level of cover on your policy. You can access this document in your MyAXA account.


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

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 £1000, we will pay £900 in the claim settlement amount.


    The excess amount is noted on your policy schedule. You can access this document in your MyAXA account.


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

What is a voluntary excess?

  • You can choose to increase or decrease your excess. The voluntary excess is the amount you volunteer to pay in the event of an accident. The higher your voluntary excess, the lower your quote will be. Similarly lowering the excess will increase the cost of your car insurance.


    The excess amount is noted on your policy schedule. You can access this document in your MyAXA account.


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

What is open driving?

  • Open driving covers any driver aged 25-70 with a full UK, Irish or EU licence while driving your car with your permission.


    With open driving there is no need to add named drivers to your policy. Open driving* is an optional extra and an additional charge will apply if you want to buy this cover.


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


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


    *Terms and conditions apply.

What is driving other cars?

  • Driving other cars is a policy extension which lets you drive somebody else's car, that is not owned by you, hired or leased to you or a company car. This cover only applies to the policyholder not to the named drivers. Driving of other cars* is an optional cover and additional charges may apply.


    You can access this document in your MyAXA account.


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


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

What is no claims discount protection?

  • No claims discount protection is one of the benefits that you can add to your car or van insurance policy. With this cover if you make one claim in the insurance year your no claims bonus will not be affected. To add this cover you must have earned at least 5 years no claims discount. NCD protection* is an optional cover and an additional charge will apply if you want to buy this cover.


    No claims discount protection does not protect the overall price of your insurance policy. The price of your insurance policy may increase following an accident even of you were not at fault.


    No Claims Discount (NCD) Protection allows you to make one or more claims before your number of No Claims Discount years falls. Please see the step back procedures for details.


    This allows you to make 2 claims in a 3 year period without affecting your No Claims Discount. Your premium may increase if you make claims, receive penalty points or convictions.

    The tables below show:

    (i) the average NCD awarded to AXA motor insurance policyholders last year according to their number of NCD years

    (ii) What would happen to your NCD years if you were to make one or more claims in the next 12 months with and without this protection.


    (i) Average NCD awarded


    NCD Years NCD %
    0 15
    1 45
    2 55
    3 63
    4 70
    5 75
    >5 75

    (ii) What would happen to your NCD years if you were to make one or more claims in the next 12 months with and without this protection?


    Number of years No Claims Discount for this period of insurance @ncdYears.ToString()
    Without NCD Protection
    Claims in next 12 months NCD Years at renewal
    1 Claim in next 12 months 4
    2 Claims in next 12 months 2
    3 Claims in next 12 months 0
    4 Claims in next 12 months 0
    With NCD Protection
    Claims in a 3 year period NCD Years at renewal
    1 Claim in a 3 year period 5
    2 Claims in a 3 year period 5
    3 Claims in a 3 year period 3
    4 Claims in a 3 year period 1


    Check your policy document for more information. You can access this document in your MyAXA account.


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


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

What is third party, fire and theft cover?

  • Third party, fire & theft cover means we will pay for loss or damage to your car caused by fire or theft. It also provides third party injury and third party property damage. It is important to note that there are exclusions to third party, fire & theft cover. You may find information on third party, fire and theft under "Car Insurance" in our policy documents section


    Your schedule will show the level of cover on your policy. You can access this document in your MyAXA account.


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

What is comprehensive cover?

  • By taking out comprehensive cover, you are not only covered for third party claims after an incident, you are also covered for damage caused to your own vehicle. You may find further information in the "Car Insurance" section of our policy documents section.


    Your schedule will show the level of cover on your policy. You can access this document in your MyAXA account.


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

What is motor rescue?

  • Motor 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 on 03458 282 823 or 00353 1 858 3200 from ROI when outside the UK.


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


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


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

What is car and key 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

    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 30 kilometres away from home or alternatively 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 access this document in your MyAXA account.


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

What is injury cover?

  • Injury cover is an additional benefit that covers you in the event of an accident. With this benefit, we will cover you or any named drivers up to £10,000 in the event of an injury or £30,000 in the event of death. It also includes hospital and temporary disability benefits for you. Injury cover 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 access this document in your MyAXA account. Click here to log in/register.


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

Am I covered for home emergency repairs?

  • We will be able to help you if you have an emergency in the home such as:


    • Burst pipes
    • Storm damage
    • Break-ins

    Please call our AXA Assistance team on 0345 399 5335.


    We will offer practical advice. If you need, we will find a suitable tradesman and let you know the call-out time and price.

Can I cover bicycles on my home insurance policy?

  • Yes, you can cover bicycles on your home insurance policy. The maximum cover amount is £1,500.


    Please note that we can only cover bikes for personal use.

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.

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

  • Comprehensive covers you for:

    • 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.
    • 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.

What is my policy duration?

  • Your policy will run for 12 months from the date and time shown in your policy schedule. If you have car or home policy with us you can access your schedule in MyAXA account.


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

When is my renewal date?

  • Your cover dates can be found on your Certificate of Insurance or the policy schedule. If you have a car or home policy with us you can access these policy documents from your MyAXA account.


    You will be notified of your renewal date approx. 3 weeks in advance. If you previously paid by direct debit then your policy may renew automatically.


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

If I use my car to drive to or from work (or during the working day) what class of use should I have on my policy?

  • If you use your car to drive to work you should have Social Domestic and Pleasure plus Commuting cover on your policy. Please refer to Section 3 on your Certificate of Insurance to check the level of your cover. You can access this document in your MyAXA account.


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

Can I drive someone else’s car?

  • You can drive someone else`s car with their permission, on a third party basis if you have driving of other cars cover on your policy.


    If you do not have this cover please check with the owner of the car, as you may be covered to drive under the terms of their insurance policy. Remember, it is the driver’s responsibility to ensure cover is in place before driving another vehicle. This cover applies only in the Northern Ireland, Republic of Ireland and Great Britain.


    This information is noted on your Certificate of Insurance; please refer to section 5b on this document. You can access this document in your MyAXA account.


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

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

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.

Am I covered to drive abroad?

  • Yes, you are covered to drive in Europe for up to 90 days during the period of your insurance policy.

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.

What is the excess on my home insurance policy?

  • The standard excess on our home insurance policy is £50. Claims for water escaping are subject to £300 excess and subsidence claims have an excess of £1000.


    You can also opt for an additional voluntary excess in a return for a premium reduction. The excess amount is noted on your policy schedule, which you can access this in your MyAXA account.


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


    Please note: Policies purchased/renewed between May 2015 to November 2015 will still have an escape of water excess of £200. This will be reduced on your next renewal.

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

How can I calculate the amount I should insure my contents for?

  • Your contents sum insured should represent the total value of the possessions in your home. The general rule is that contents are all items that you would take with you if were to move home, in other words “moveable objects”.


    For example, this will include;
    • Furniture
    • Clothes
    • Personal belongings

    You should also take into account items such as;

    • Curtains
    • Carpets

How can I calculate the amount I should insure my buildings for?

  • To calculate how much you should insure your property for, you need to calculate the rebuilding costs of your home. This is the amount of money needed to rebuild your home from scratch.


    When calculating this amount you will need to take into account the price of labour and materials as well as the cost of the site clearance. The calculation should also include any outbuildings/ sheds boundary walls located on your property.


    Please note: that the current market value of your home is not the rebuilding cost of the property, as it takes into account the land on which your home is built. If in doubt we recommend visiting the Society of Chartered Surveyors website and using their calculator to work out the rebuilding cost.

Are the contents of my shed/garage covered by my home insurance policy?

  • Yes, our standard home insurance policy with buildings and contents cover also extends to any outbuildings located on your property, which also includes the structure and the contents of your garage or shed.


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

Am I covered for property stolen from my garden?

  • Yes, your home insurance policy will cover your garden furniture up to £1,000


    Please note these valuables are excludded;


    • Money
    • Plants
    • Shrubs
    • Trees
    • Bicycles

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

Am I insured if someone is injured when they are working in my house?

  • Yes, your home insurance policy covers liability for injuries to domestic employees such as cleaners or gardeners. Please note that some restrictions apply for this cover.


    For full details please go to our policy document for more information.

What is Personal Possessions Cover?

  • You can choose from two different types of cover: Specified Possessions and Unspecified Possessions.


    Personal Possessions Cover is an optional extra that you can add to your home insurance policy.


    Under this section you can insure your valuable items away from your home, such as:


    • Jewellery
    • Laptops
    • Cameras

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

What is Specified Possessions Cover?

  • With Specified Possessions Cover you can insure individual items away from your home and specify their value on your policy.


    The examples of such items include:


    • Jewellery
    • Watches
    • Hearing aids
    • Sports equipment

    Please note: that there are limits to the amount you can insure individual items on your policy.

    Specified Possessions Cover is an optional cover and the additional charge will apply if you want to buy this cover.


    Section D of your policy schedule will show if you have this cover included on your policy. You can access this document in your MyAXA account. Alternatively, you can contact us on 02890 020104 or visit one of our branches.



    Terms and conditions apply, please refer to your policy booklet and schedule for more information specific to your policy.

What is Unspecified Possessions Cover?

  • Unspecified Possessions Cover is an umbrella type cover which allows you to select a total amount of cover for valuable items away from your home. There is no need to list each of the items individually.


    You can select a set amount for which you would like to insure the unspecified items. This cover it designed for small values items up to £1,500. This means that the most we will pay for any claim is the amount you set less your policy excess.


    Examples of items that can be covered include:


    • Jewellery
    • Laptops
    • Hearing aids

    Unspecified Possessions Cover is an optional cover and the additional charge will apply if you want to buy this cover.


    Section D of your policy schedule will show if you have this cover included on your policy which you can access in your MyAXA account.


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


    Terms and conditions apply, please refer to your policy booklet and schedule for more information specific to your own policy.

I rent out one of the rooms in my home can I still get home insurance?

  • Yes, you can still buy a home insurance policy if you have a paying tenant in your home. Please make sure you let us know about this when getting your quote and setting up the policy.


    To get a quote or amend our existing policy, please contact us on 02890 020104 or visit one of our branches as this cover is not available online.

Does my home insurance policy cover my contents in my freezer?

  • Yes, your home insurance policy covers you for loss or damage to your freezer contents. The most we will pay for any claim is £1,000.


    Section E of your policy schedule will show if you have this cover included your policy. You can access this document in your MyAXA account.


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


    Terms and conditions apply, please refer to your policy booklet and schedule for more information for more information specific to your own policy.

Does my home insurance policy cover me for jury service?

  • Yes, your home insurance policy covers you for you for jury service. The most we will pay is £50 a day for each day you go to court for jury service. The most we will pay for any one claim is £1,000.


    Please note: you will have to give us a written proof of your jury service.

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


    Terms and conditions apply, please refer to your policy booklet and schedule for more information for more information specific to your own policy.

What is Personal Accident Cover?

  • Personal Accident Cover covers you, your partner and children up to the age of 18 for in the event of;


    • Injury
    • Loss of limb
    • Loss of sight
    • Permanent total disability

    The most we will pay for any one claim is £50,000.


    Personal Accident Cover is an optional cover and an additional charge will apply if you want to add this cover to your policy. Section I of your policy schedule will show if you have this cover included on your policy. You can access this document in your MyAXA account.


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


    Terms and conditions apply, please refer to your policy booklet and schedule for more information for more information specific to your own policy.

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