Frequently asked questions about customer care

How do I complain if I'm unhappy with the service provided?

What is a cooling off period?

  • If you cancel within the first 14 days after receiving the policy documents within the first year of insurance, we will refund your full premium, providing no claims have been made on your policy.


    For more information, you may download your relevant policy booklets.

How can I contact you from abroad?

I want to cancel my car insurance policy. How can I do this?

  • Cooling off cancellation (new business cancellation)

    If you change your mind after you take out a car, home or van insurance policy with AXA, you can cancel this policy within 14 days. This is called the “cooling off” period.


    For more information please see your relevant policy booklets.


    Mid-term cancellations

    If you wish to cancel your policy mid- term please return your certificate of insurance with a written request to:

    Our Postal Address

    AXA Direct

    Derry Contact Centre

    2 Springtown Business Park

    Derry, BT48 0GY


    Alternatively you may also return your certificate to your local branch.


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


    Renewal cancellations

    If your policy renewal is due and you do not wish to continue with your cover please contact our Customer Service Centre on 02890 020104 or alternatively you can visit one of our branches.

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