• Making a business insurance claim

    We’re here to support you when you need us most

    If you’re faced with a claim, you can rely on our award-winning claims service* to support you. Even at the most difficult times, our fast response and clear guidance will help you get back on your feet.

    But we also know we have a responsibility to be as transparent as possible so you’re better prepared in the event of a claim.

    That’s why as well as the contact details of our specialist claims teams, we’ve also included information on what to do before you contact us and some of the most common reasons why a claim might not be paid.

    Before you contact us

    • Take all reasonable steps to prevent further loss or damage, recover lost property and minimise the claim.
    • Do not discuss, accept, negotiate, pay, settle, admit or deny any claim before speaking to us.
    • In the event of any loss or damage caused by malicious persons such as thieves, vandals or rioters, contact the police immediately and get a crime reference number.
    • Check your policy documents to find out what's covered and what excess is payable.
    • Before contacting us, please make sure you have your policy number to hand along with any other relevant information that you may need to refer to.
  • Make a claim

    It's important to tell us about a potential claim as early as possible. If you’re worried about a situation that could lead to a claim, don’t hesitate to contact us – our claims specialists will be able to talk you through your concerns and identify the best course of action.

    You can find the contact details of our specialist claims teams in the dropdown menu below.

  • Be sure to tell us as soon as possible if a professional indemnity insurance claim is made against your business or if you become aware of a situation that may result in a claim being made (for example, if you’ve received a letter of complaint or a client is refusing to pay due to a mistake made in your work). This is a condition of our cover.

    To find out more about professional indemnity claims, you can visit our dedicated professional indemnity claims page.

    The professional indemnity insurance claims team expertly handles claims relating to:

    • Breach of professional duty and claims costs
    • Breach of confidentiality
    • Defamation
    • Dishonesty of employees
    • Infringement of copyright
    • Loss of documents

    New claims: call 0345 600 2715 (lines are open Mon-Fri, 9am to 5pm**) or email them on prof.indclaims@axa-insurance.co.uk

    Existing claims: call 0844 381 4418 (lines are open Mon-Fri, 9am to 5pm) or email axaclaims@collegiate.co.uk

    Registered professional indemnity insurance claims will be handled on behalf of AXA by Collegiate Claims, a trading name of Collegiate Management Services Ltd.

  • These are accidental injury or property damage claims made by a member of the public.

    Be sure to tell us as soon as possible if a public liability insurance claim is made against your business or if you become aware of a situation that may result in a claim being made (such as a member of the public suffering an injury in your workplace). This is a condition of our cover.

    To find out more about public liability claims, visit our dedicated public liability claims page.

    New and existing claims: call 0345 600 2715 (lines are open Mon-Fri, 9am to 5pm**) or email liability.claims@axa-insurance.co.uk

  • These are claims for injury and illness made by someone working for you.

    Be sure to tell us as soon as possible if an employers' liability insurance claim is made against your business or if you become aware of a situation that may result in a claim being made (such as an employee being injured at work). This is a condition of our cover.

    To find out more about employers’ liability claims, visit our dedicated employers’ liability claims page.

    New and existing claims: call 0345 600 2715 (lines are open Mon-Fri, 9am to 5pm**) or email liability.claims@axa-insurance.co.uk

  • If you’ve selected business equipment cover as part of your policy, you can make a claim if your business equipment has suffered accidental damage or loss.

    New and existing claims: call 0345 600 2715 (lines are open Mon-Fri, 9am to 5pm**) or email directclaims.ins@axa-insurance.co.uk

  • Before contacting us about a claim, it’s a good idea to have your policy number and details of the incident to hand. We’ll register your claim and give you a claim number. We’ll also talk you through the claims process and arrange the next steps.

    New and existing claims: call 0345 600 2715 (lines are open Mon-Fri, 9am to 5pm**) or email directclaims@axa-insurance.co.uk

  • We know it can be stressful when your van is involved in an accident – but the sooner you report it, the sooner we can help. It’s a good idea to have your policy number and details of the incident to hand. We’ll register your claim and give you a claim number. We’ll also talk you through the claims process and arrange the next steps.

    New and existing claims: call 0345 366 5529 at any time

  • *Following the 2011 riots in the UK’s major cities, we were recognised with a leading industry award for the quality of support we gave to affected businesses (July 2012, British Insurance Awards, Major Losses category).

    **Our claims office is open Monday to Friday 9am – 5pm, but any calls outside of these hours are picked up by our out-of-hours claim team on a 24/7 basis. Calls are charged at local rate and may be recorded or monitored.

  • Making claims clear

    At AXA, we understand we have a responsibility to be as clear as possible to our customers and give you greater clarity over what is and isn’t covered by an insurance policy.

    Because if you do need to make a claim, we know the last thing you need is for the claim to be turned down. So we want to explain some of the most common situations where a claim might not be paid – to help ensure this doesn’t happen to you.

    You don’t meet your policy conditions

    Depending on the nature of your business, its location or the sums insured, we may have agreed to provide cover for your business on the understanding that you agree to comply with certain requirements, such as security measures. These will all be detailed in your policy. If you’ve agreed to comply with these requirements but don’t actually meet them, your claim may not be paid.

    You don’t have the right amount of cover

    When you’re choosing your level of cover, you should take a few minutes to consider a limit you feel comfortable with and which you feel will cover the costs of any compensation you may owe – as this is the maximum amount we will pay up to in the event of a claim.

    It’s also important that you properly calculate the value of your valuables and assets, such as stock, contents or buildings, rather than just estimating them. This value (the sum insured) is the maximum amount we’ll pay in the event of a claim, regardless of the circumstances. If you underinsure your assets, even unintentionally, it could have serious consequences when it comes to settling your claim. Remember that all sums insured should be regularly reviewed and kept up to date.

    Your claim is less than your excess amount

    Your excess is the amount of a claim you’re responsible for when it comes to making a claim – and the amount you’re required to pay before your policy will pay out.

    If your claim is less than your excess, you won’t be able to make a claim as you are ultimately responsible for this amount. For example, if you make a claim for £150, but your excess is £200 – you won’t be able to make a claim.

    You make a fraudulent or exaggerated claim

    If you knowingly make a fraudulent or exaggerated claim, a false statement in support of a claim, or submit a false or forged document in support of a claim – whether or not the claim itself is genuine – we may refuse to pay the claim.

  • Our professional support and award-winning claims service* means making a shop insurance claim is as seamless as possible.

    To find out more about shop insurance claims, visit our dedicated shop insurance claims page.

    New and existing claims: call 0345 600 2715 (lines are open Mon-Fri, 9am to 5pm**) or email directclaims@axa-insurance.co.uk for commercial property claims or liability.claims@axa-insurance.co.uk for liability claims.