Frequently asked questions about 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.

If you need further help you can call us on 02890 020104, but please be aware that, due to measures put in place to prevent the spread of COVID-19, you may have to wait longer than usual to speak to someone.

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.

If you need further help you can call us on 02890 020104, but please be aware that, due to measures put in place to prevent the spread of COVID-19, you may have to wait longer than usual to speak to someone.

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.

If you need further help you can call us on 02890 020104, but please be aware that, due to measures put in place to prevent the spread of COVID-19, you may have to wait longer than usual to speak to someone.

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.

If you need further help you can call us on 02890 020104, but please be aware that, due to measures put in place to prevent the spread of COVID-19, you may have to wait longer than usual to speak to someone.

*Terms and conditions apply.

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.

If you need further help you can call us on 02890 020104, but please be aware that, due to measures put in place to prevent the spread of COVID-19, you may have to wait longer than usual to speak to someone.

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

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

(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?

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

If you need further help you can call us on 02890 020104, but please be aware that, due to measures put in place to prevent the spread of COVID-19, you may have to wait longer than usual to speak to someone.

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

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.

If you need further help you can call us on 02890 020104, but please be aware that, due to measures put in place to prevent the spread of COVID-19, you may have to wait longer than usual to speak to someone.

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.

If you need further help you can call us on 02890 020104, but please be aware that, due to measures put in place to prevent the spread of COVID-19, you may have to wait longer than usual to speak to someone.

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.

If you need further help you can call us on 02890 020104, but please be aware that, due to measures put in place to prevent the spread of COVID-19, you may have to wait longer than usual to speak to someone.

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

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.

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.

If you need further help you can call us on 02890 020104, but please be aware that, due to measures put in place to prevent the spread of COVID-19, you may have to wait longer than usual to speak to someone.

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.

If you need further help you can call us on 02890 020104, but please be aware that, due to measures put in place to prevent the spread of COVID-19, you may have to wait longer than usual to speak to someone.

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.

Yes, you can cover bicycles on your home insurance policy. The maximum cover amount is £4,000. Please note that we can only cover bikes for personal use.

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.

If you need further help you can call us on 02890 020104, but please be aware that, due to measures put in place to prevent the spread of COVID-19, you may have to wait longer than usual to speak to someone.

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.

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.

If you need further help you can call us on 02890 020104, but please be aware that, due to measures put in place to prevent the spread of COVID-19, you may have to wait longer than usual to speak to someone.

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.

If you need further help you can call us on 02890 020104, but please be aware that, due to measures put in place to prevent the spread of COVID-19, you may have to wait longer than usual to speak to someone.

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.

If you need further help you can call us on 02890 020104, but please be aware that, due to measures put in place to prevent the spread of COVID-19, you may have to wait longer than usual to speak to someone.

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.

If you need further help you can call us on 02890 020104, but please be aware that, due to measures put in place to prevent the spread of COVID-19, you may have to wait longer than usual to speak to someone.

This information is noted on your Certificate of Insurance; please refer to section 6 on this document. You may also access this document in your MyAXA account.

If you need further help you can call us on 02890 020104, but please be aware that, due to measures put in place to prevent the spread of COVID-19, you may have to wait longer than usual to speak to someone.

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 03458 28 28 23 or visit one of our branches, if you have any queries.

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

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

Replacement car cover is included as standard for car insurance policies. This benefit applies if you have Comprehensive cover, or Third party fire and theft cover and the damage is caused by fire, theft or attempted theft.

If your car is damaged as a result of an accident, fire or theft, we will provide you with a replacement car for as long we are dealing with an accidental damage claim. You will need to use an AXA-approved repairer. If your car is a write-off we will arrange for a replacement car for up to 21 days while you source an alternative vehicle.

Your schedule will show you the details of this cover. You can access this document in your MyAXA account. If you need further help you can call us on 02890 020104, but please be aware that, due to measures put in place to prevent the spread of COVID-19, you may have to wait longer than usual to speak to someone.

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.

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.

If you need further help you can call us on 02890 020104, but please be aware that, due to measures put in place to prevent the spread of COVID-19, you may have to wait longer than usual to speak to someone.

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

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”.

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.

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.

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

Please note these valuables are excludded;

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

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.

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:

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

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:

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. If you need further help you can call us on 02890 020104, but please be aware that, due to measures put in place to prevent the spread of COVID-19, you may have to wait longer than usual to speak to someone.

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

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:

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.

If you need further help you can call us on 02890 020104, but please be aware that, due to measures put in place to prevent the spread of COVID-19, you may have to wait longer than usual to speak to someone.

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

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.

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.

If you need further help you can call us on 02890 020104, but please be aware that, due to measures put in place to prevent the spread of COVID-19, you may have to wait longer than usual to speak to someone.

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

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.

If you need further help you can call us on 02890 020104, but please be aware that, due to measures put in place to prevent the spread of COVID-19, you may have to wait longer than usual to speak to someone.

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

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

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.

If you need further help you can call us on 02890 020104, but please be aware that, due to measures put in place to prevent the spread of COVID-19, you may have to wait longer than usual to speak to someone.

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

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

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

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.

If you need further help you can call us on 02890 020104, but please be aware that, due to measures put in place to prevent the spread of COVID-19, you may have to wait longer than usual to speak to someone.