Van insurance - Payments

• I've missed a payment on my policy, what should I do?

  If you miss your monthly payment, we will notify you by email and/or by letter. Please refer to this correspondence for next steps.

  In most cases we will reapply to your bank for a second time within 10 days. You can make the payment now and select "Pay missed monthly instalment" from the drop down menu.

  Please confirm with your bank prior to paying again as payments may have already been requested a second time.

• How do I make a payment on my policy?

  You can make a payment on your policy by completing our online payment form. Simply select from the list the type of payment you'd like to make. All you need is your policy number and your email address.

  We'll send your receipt by email so you'll have the peace of mind the payment has gone through.

  Alternatively, you can give us a call on 02890 020104 to make a payment or you can drop into your local branch.

• How can I check if my monthly payment has been taken out of my bank account?

  All monthly payments are taken from your bank account on the first working day of the month.

  If for some reason your payment wasn't successful, please read "I missed a monthly payment, what should I do?"

• How can I change my direct debit details?

  To change your bank details, call us on 02890 020104 or drop into your local branch.

• When can I pay the settlement balance on my policy?

  You can pay the settlement balance on your policy any time either by contacting us on 0345 828 2822 or by dropping into your local branch.

  If you are a car or home customer, you can view your payment information through your MyAXA account.

  To register for MyAXA you'll need your policy number, email address and date of birth.

• I've lost my card - do I need to update my payment details?

  If you get a new card you don't need to contact us, as long as your bank account details haven't changed.

  To update your bank details, call us on 03458 28 28 22 or drop into your your local branch.

• My monthly payment was taken twice, what should I do?

  If your payment has been taken twice, the best thing to do is contact your bank directly. This is the quickest option as payment is normally back in your account on the same day. Simply request a SEPA cancellation and the bank will refund your direct debit payment accordingly.

  Alternatively, give us a call on 02890 020104 and we'll be happy to help.

• When will my deposit be taken from my bank account?

  If you've just bought your policy, your deposit is usually paid by card on the same day. If you're renewing your policy, your deposit can take up to 14 days after your renewal date to come out of your bank account.

  If you are a car or home customer, you can view a breakdown of your payment information any time under the policy summary section of your MyAXA account.

  You can also download your Policy Schedule from the 'Documents' section to view a full breakdown of payments.

• Do I need to pay a deposit when I renew my policy?

  Yes. Once you renew your policy, a 15% deposit will be taken from your account within 14 working days of your policy start date.

  You'll find more details in your payment schedule.

  You can view your documents through your MyAXA account.

  To register for MyAXA, you'll need your policy number, email address and date of birth.

• When will I get my refund?

  If you're due a refund on your policy and you pay by monthly instalments, we'll send the refund to your bank account within 3-5 working days.

  If you've paid your policy in full, we'll send your refund by cheque in the post to your home address. This can take up to 10 working days.

  If you think you should have received your refund by now, give us a call on 03458 28 28 22 or drop into your local branch.

• Can I choose when my monthly instalment is collected from my bank account?

  Unfortunately, you can’t change the collection date of your direct debit.

  You can stop the payment from coming out of your account by making an early payment on your policy through our payment form.

  Early payments should be made before the 25th of the month to stop the direct debit process. If you pay after the 25th of the month, the direct debit process will run as usual which means you could end up paying too much.

• I'm due a refund, can I get it sent to my card?

  If you pay by direct debit we can issue your refund to your bank account or if you pay in full your refund will be issued by cheque to your home address.