Home insurance FAQs

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?"

What is wear and tear on a Home Insurance policy?

Wear and tear is a damage to the property as a result of ordinary use or damage that occurs gradually over time.

Damage caused by wear and tear is not covered, as it's your responsibility to maintain your home.

Some examples of wear and tear are:

Small scratches on the walls or paint.
Worn or slightly stained carpets.

Terms and conditions apply. You can find more information on wear and tear in your policy booklet.

Why do I need home insurance?

Although home insurance is not required by law, many mortgage providers will require you to have buildings insurance in order to receive your loan. This is to make sure your building is protected which helps protect their investment.

For most people, their home is their most valuable asset, which is why it's important to have it protected.

Without home insurance, in the event of any incident you may be left to pay out of pocket, which often can be quite a financial burden.

Our Home Insurance policies help protect you, your home and all your belongings from the unexpected giving you the peace of mind that we are always here to help.

How can I change my direct debit details?

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

What is Personal Accident Cover?

Personal Accident Cover covers you, your partner and children up to the age of 18 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 Schedule will show if you have this cover included on your policy. You can access this document through your MyAXA account. To register for MyAXA, please visit here.

Terms and conditions apply.

You’ll also find more details in your policy booklet.

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 am renting at the moment, can I get a Home Insurance policy for my contents?

Yes, you can take out contents insurance while you are renting to cover items such as:

Jewellery
TV's
Laptops
Smartphones
furniture

Get a Quote for your Contents Insurance.

What does automatic renewal mean?

When you choose automatic renewal, your policy will automatically renew on your renewal date each year. If you are happy with the renewal terms and the premium quoted there is no need for you to take any action.

Unless you contact us prior to the renewal date, your policy will renew, and your monthly instalments will continue to be debited. Car and home insurance customers can check if you have automatic renewal in your MyAXA account.

How do I report an insurance claim?

You can report an insurance claim through your MyAXA account.
To register for MyAXA, you'll need your policy number, email address and date of birth.

If you don't have a MyAXA Account, you can still report your claim online. Simply visit report a claim.

You can also call us on 03458 28 28 23 to speak to one of the team or on 0044 345 8 282823 if you are calling from outside Northern Ireland or the UK. Our claims helpline is open 24/7 for emergency calls.

Our dedicated team will take your details and do their best to settle the claim as soon as possible

What is liability cover on my Home Insurance?

Liability cover is offered with all of our home insurance policies, to the value of £2 million. This means that we will cover the amounts that you are legally responsible to pay anyone who has been injured on your property, along with any damage or loss of material property.

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.

You'll find more details in your policy booklet.

If I buy Car or Home Insurance online, when will i get my documents?

Your policy documents will be available once the initial payment is made and you can download them through your MyAXA account. If you haven't got an account you can easily register for MyAXA.

You can also download your documents through express self-service, all you need is your policy number, email address and date of birth.

Please note: You will also receive your documents in the post within 5 working days.

Can I cover bicycles on my Home Insurance policy?

Yes. You can cover bicycles on your Home Insurance policy and the maximum cover amount is £4,000. Your policy schedule will show if you have this cover. You can find your schedule in your MyAXA account.

Please note: We can only cover bicycles for personal use.

You’ll find more details in your policy booklet.

What is a multiproduct discount?

We offer a discount on your car insurance if you, or anyone living at your address, has an AXA direct policy.

We offer a discount on your home insurance if you have an existing car policy with AXA directly.

Please note: All discounts are subject to the minimum premium.

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.

Where can I find my Home Insurance documents?

You can view and download all documentation relating to your Home Insurance in your MyAXA Account. You can also request your documents through our document request form.

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: some restrictions apply for this cover.

You'll find more details in your policy booklet.

How do I get a Home Insurance quote?

Get a Home Insurance quote online to get 10% discount and choose the cover to best suit your needs.

If you need to get in touch, call us on 02890 020104 or drop into your local branch. You can now call us from 8.45am to 6pm (Monday - Friday) or from 9am to 4pm on Saturdays.

Are my garden furniture and shed covered by my Home Insurance policy?

Garden furniture and sheds are covered depending on the level of cover provided by your policy.

Your Home Insurance policy can be tailored to provide the level of cover you need.

Building Insurance
With our building insurance, we cover all physical buildings on the property. This includes your garden sheds and any outhouses you may have.
It does not however cover any contents/furniture you may have in the garden.

Contents Insurance
Much like within the home, our contents insurance also covers any contents you may have in the garden of to £1000, including your garden furniture.
It does not however, cover any buildings.

Building & Contents Insurance
This insurance cover gives you the best of both worlds if you own your home as it covers all buildings and contents.

Terms and conditions apply.

Can someone else discuss my claim on my behalf?

We won't discuss your claim with anyone else without your permission.

To give another person permission to discuss your claim on your behalf, please call us on 03458 28 28 23 and one of the team can help you.

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.

What is accidental damage on my Home Insurance?

Accidental Damage is sudden, unintentional and unexpected physical damage to your buildings or contents, that can be seen.

Examples of accidental damage are:

unintentionally putting a foot through the attic floor
suddenly spilling paint on the carpet

You'll find more information on accidental damage in your policy documents.

Terms and conditions apply.

Where should I send documents relating to my claim?

The easiest way to send us your documents is to take a photo of each, unless the orginal document is requested, and upload them through your MyAXA account.

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

Alternatively, you can send them as attachments by email to claims@axa.ie. Please include your claim number in the subject line of the email followed by "i" (e.g. 123456789i).

You can also drop them into your local branch, or post them to:

AXA Insurance dac,
The Ewart Building,
3 Bedford Square,
Belfast,
BT2 7EP

My policy is up for renewal - how can I cancel it?

Your policy won’t renew unless we receive a payment. So if you've previously paid in full, there’s nothing you need to do. Your policy will automatically expire.

If you paid by monthly direct debit, simply call us on 02890 020104 or drop into your local branch.

You’ll find more detailed instructions in your renewal letter.

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.

How much should I insure my buildings for?

When you're buying home insurance, the amount you should insure your building for, should be the rebuild value of your property. The rebuild value of your property is the amount of money it would take to rebuild your home from scratch - not the market value of your home if you were to sell it.

When calculating the rebuild value you will need to take into account the price of labour and materials, along with the cost of the site clearance, and architect fees. 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 Association of British Insurers website and using their calculator to work out the rebuilding cost.

What is Unspecified Belongings Cover?

Unspecified Belongings Cover is an umbrella type cover which allows you to select a total amount of cover for valuable items. 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 for. This cover is designed for low value items up to £1,000. 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
Watches

Unspecified Possessions Cover is an optional cover that you can choose for an additional cost.

Your schedule will show if you have this cover included on your policy. You can view and download your Schedule through your MyAXA account.

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

Terms and conditions apply.

You’ll find more details in your policy booklet.

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've just bought a new policy, can I cancel it?

If you've just bought a policy with us, you can cancel your policy within the first 14 days and we'll give you a full refund, provided that no claims have been made during this period.

You’ll find more information around policy cancellations in your policy booklet.

Can I get additional cover on my Home Insurance?

We offer a range of additional extras which you can choose from to extend your insurance coverage and create your ideal home insurance.

Our range of extras include extended personal belongings and valuables cover, accidental damage cover, personal accident cover and bicycle cover.

You can view our full list of benefits on our Home Insurance page.

Does my Home Insurance cover accidental damage?

Accidental damage cover provides additional protection for those accidents that can happen in any home.

Accidental damage cover can be added as an optional extra to your Home Insurance. These accidents can include:

Paint spills
Accidentally dropping a computer or TV
Putting your foot through the attic floor

Your schedule will show if you have this cover. You can find it in your MyAXA Account.

Terms and conditions apply.

How do I make a change to my Home Insurance policy?

You can make changes to your Home Insurance policy by calling us on 02890 020104 or dropping into your local branch.

Please note: Changes to your policy may affect your annual premium.

Can I insure my holiday home?

We offer holiday home insurance which offers extra protection, so you have peace of mind that your home and contents are protected, even when you are not there.

Much like with our regular home insurance, we offer Holiday Home Insurance with varying levels of cover.

Buildings & Contents Insurance - cover for your property and contents.

Buildings Only Insurance - covers any buildings which you may have on your property; your house, along with all permanent fixtures such as kitchen units.

Contents Only Insurance - covers any furnishings for the property, such as furniture, along with any personal belongings and valuables.

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 £1,000, we will pay £900 of the claim settlement amount and you'll be asked to pay the £100 excess amount.

Your excess amount is noted on your policy schedule.

Car and Home Insurance customers can view their policy schedule in their MyAXA account.

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

Does my Home Insurance cover me if I work from home?

Over the last few years working from home has become a popular way to work. We understand that having protection of your work equipment is important to you.

Under our Contents Insurance, as well as our Buildings & Contents Insurance, we do offer cover for business equipment. This means that if you are working from home, you have peace of mind that all of your office furniture, furnishings, office equipment including documents and computer equipment that are owned by the business are protected in the event of any unexpected incidents.

For more information on what is protected, see your policy booklet.

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.

Section E of your Schedule will show if you have this cover included in your policy. You can access this document through your MyAXA account. To register for MyAXA you'll need your policy number, email address and date of birth.

Terms and conditions apply. The most we will pay for any claim is £1000.

You’ll find more details in your policy booklet.

Am I covered for home emergency repairs?

We want to be there when you need us most. That's why we offer Emergency Home Assistance on all our Home Insurance policies, giving you peace of mind that we are always on hand to help.

Our Emergency Home Assistance is designed specifically for minor emergencies that may occur in your home, such as a plumbing issue or a broken window. We will send you an AXA-approved tradesman who will temporarily fix your issue, allowing you to have it permanently fixed at a later date.

We will organise and pay up to £500 per claim for call out, labour, parts and materials to carry out an emergency repair.

While we will, where possible, provide a temporary fix under Emergency Home Assistance, the duty is on you, the policy holder to have a permanent repair by a qualified tradesperson as soon as possible.

So, if you have a minor home emergency, like a broken window or burst pipe, our team are here to support you anytime, day or night. Simply contact us on 02890 020104.

Please note: This is a complimentary service we offer completely free of charge and is available anytime day or night, up to 4 times a year. It is not designed to replace your buildings and contents insurance and will not provide assistance for normal day to day home maintenance.

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.

What is covered under AXA Home Insurance?

We want to make sure that whatever type of home you have – whether it's a rented property or property that you own, we are here to protect you.

Our Home Insurance covers buildings and contents against unexpected accidents such as fire, theft, flood and storm, along with much more.

You can choose from three different packages, allowing you to choose the best policy for your home.

Is my engagement ring covered under my Home Insurance?

For many people, an engagement ring is a large investment and needs to be insured. That's why we cover valuables such as engagement rings under both our Contents insurance and Building & Contents insurance.

If you need additional cover for your engagement ring when you're outside the home then you can specify it on your home insurance policy as an optional extra, for an additional premium.

For more information on your cover see your policy booklet. To specify your engagement ring on your policy call us on 03458 28 28 22.

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 excluded;

Money
Plants
Shrubs
Trees
Bicycles

Terms and conditions apply.

You’ll find more details in your policy booklet for more information.

Will my Home Insurance premium be affected if I make a claim?

Making a claim on your Home Insurance can be a daunting task and can often become a stressful situation, particularly surrounding your next insurance premium and how the cost may increase.

If you have consecutive, claim-free periods of home insurance with us, we'll reduce your premium at your next renewal date in line with our discount scale.

If you have a claim during your insurance year, your no-claims discount will reduce to 0%.

You can report a Home Insurance claim, or call us on 03458 28 28 23.

How much should I insure my house contents for?

The value you insure your contents for 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 and carpets.

Please note: Fixtures and fittings such as bathroom suites and kitchen units shouldn't be included in your contents value calculation.

Please see your policy booklet for a full description of contents and limitations.

See What is personal belongings cover.

Can I cancel my Home Insurance mid term?

You can cancel your Home Insurance at any time. Call us on 03458 28 28 22 or drop into your local branch.

You'll find more information on cancellations and related charges in your policy booklet.

Can I get Home Insurance if I am renting a room in my house?

We want to help you find the best insurance for your home and your lifestyle. So, if you're renting out a room in your home you can still get Home Insurance.

Just let us know how many rooms you are renting out in your home when you are getting your home insurance quote. We don't currently quote for this online so if this is the cover you need, give us a call on 02890 020104 or drop into your local branch.

Please note: We do not cover short-term lettings.

What type of Home Insurance does AXA offer?

Buildings Insurance

Buildings Insurance covers the property’s structure, fixed appliances along with any sheds/outhouses in the event of fire, flooding or storm damage. It also includes any damage to your underground services, windows, or any escaped water from the likes of kitchen pipes. This does not cover any belongings or contents you may have within the home.

Contents Insurance

Contents cover provides protection for any of your personal belongings or valuable contents within the home. This type of insurance is recommended to those who are renting their house as it will only protect your contents and not the building structure.

Buildings & Contents Insurance

Buildings and Contents cover protects both the physical building, along with all contents/belongings within the home from unexpected events.

For more information on what your home insurance covers see our policy documents.

Can I insure my home if my property is in a flood-prone area?

For more information, feel free to contact us on 03458 28 28 22 and a member of the team will be able to help you. You can now call us from 8.45am to 6pm (Monday - Friday) or from 9am to 4pm on Saturdays.

What is Personal Belongings cover?

Personal Belongings cover is an optional cover you can choose to add to your home insurance.

This cover is designed for high value items over £1,500 such as;

Jewellery
Laptops
Smartphones
Cameras

Personal Belongings cover offers protection for valuable items while you are anywhere in Europe, or anywhere in the world for up to 60 days during the policy year.

Your schedule will show if you have this cover. You can view and download your policy documents from your MyAXA account.

Terms and conditions apply. You’ll find more information on Personal Belongings cover in your policy booklet.

I've moved house, do I need a new Home Insurance policy?

If you move house during your policy year, you can move your insurance from one property to another. Much like you'd do when you buy a new car.

To change your address, call us on 03458 28 28 22 or drop into your local branch.

Terms and conditions apply.

Please note: Changes to your policy may affect the cost of your insurance.

Does my Home Insurance policy cover me for jury service?

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

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

Terms and conditions apply.

You’ll find more details in your policy booklet.

How do I change the value of my buildings or contents on my Home Insurance?

To change the value of your buildings or contents cover, call us on 02890 020104 or drop into your local branch.

Please note: Changes to your policy may affect the cost of your insurance.

How can I renew my policy?

If you pay by monthly direct debit and have opted in for automatic renewal, we'll renew your policy without you having to contact us. If you've opted out of automatic renewal please contact us before your renewal date as your policy will not automatically renew and there will be no cover in place after the renewal date.

If you pay by monthly direct debit, we'll automatically renew your policy for you.

If you'd like to pay the full amount up front, you can do so by selecting 'Pay renewal in full' from the drop-down menu on our payment form. You can also renew your policy through your MyAXA account. To register for MyAXA, please visit here.

If you've paid in full previously and would now like to pay by direct debit, simply call us on 02890 020104 or drop into your local branch.

Need help? We’ve put together a simple guide.

You can view your payment information any time through your MyAXA account.

Am I covered if I lose property outside of my home?

You can add cover for loss or damage to personal belongings that you usually bring outside of your home, like your watch, camera or laptop.

Your schedule will show if you have this cover. You can download and print your schedule from your MyAXA Account.

To get personal belongings cover added to your home insurance, call us on 02890 020104 or drop into your local branch.