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  • Make a claim

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  • 24 hour car insurance claims lines

    AXA's UK-based claims team is ready to help. It's reassuring to know you can call on expert support when you need it most.

    - If your personal car policy was purchased with AXA directly, please call us on 0330 024 1305* 

    - If your personal car policy was NOT purchased with AXA directly, please call us on 0345 608 0230** 

    - If your vehicle is insured mainly for business use, please call 0345 900 4185*** 

    It's helpful to have your policy number handy when you call. If you hold a personal car policy with us, you can find it in your AXA Account, along with your policy wording and excess details.

    * Lines open: 24 hours a day, every day. The AXA claims team can be contacted Monday to Friday 8am to 8pm and Saturday 9am to 5pm (Sundays and public holidays closed). Emergency support is available at all other times.

    ** Lines open 24 hours a day, every day. The AXA claims team can be contacted Monday to Friday 9am – 5pm (Weekends and public holidays closed). Emergency support is available at all other times.

    *** Lines open 24 hours a day, every day. The AXA claims team can be contacted Monday to Friday 8am – 6pm. (Weekends and public holidays closed). Emergency support is available at all other times.


    Claims checklist if accidents happen

    • Safety is the priority

    Once everyone involved is safe or is being safely looked after, it's time to make a car insurance claim.

    • Take down the details

    You will need to tell us what happened and who was involved. Note all the details of the other vehicles, drivers, passengers and witnesses. Taking photos of the scene and the cars helps too.

    • Don't discuss who caused the accident

    For expert help, contact us as soon as possible. We'll take care of the claim for you - including investigating who was responsible.

    • Make your claim without delay

    Leaving it late to report your claim could affect how much we can help. For expert support, please call us from the scene as soon as you can.


  • It's helpful to have your policy number handy when you call. You can find it in your AXA Account, along with your policy wording and excess details.

    Please note: Courtesy cars may only be used in England, Wales and Scotland.

    If your car is stolen, vandalised or broken into, please contact the police and get a crime reference number before making your claim.

    It's helpful to have your policy number handy when you call. You can find it in your AXA Account, along with your policy wording and excess details.

    If you have comprehensive car insurance, you can make a claim for repair or replacement of chipped, cracked or broken glass.

    It's helpful to have your policy number handy when you call. You can find it in your AXA Account, along with your policy wording and excess details.

    If you use a supplier other than our approved windscreen repairer, the most we will pay is £100 towards glass replacement and £50 towards glass repair.

    Invoices for a glass repair or replacement you have arranged should be sent to:

    AXA Direct Glass Team

    PO Box 7063

    Willenhall

    WV1 9ZR

    Or email to glass@axadirect.com

    If you've chosen breakdown cover, you can count on a rapid response from AXA Assistance.

    Call the 24 hour hotline on 0800 197 1121

    You will need to give the Rescue Controller:

     

    • your name
    • your contact number
    • your car registration
    • the problem with your car
    • the location of your breakdown

     

    It's helpful to have your policy number handy when you call. You can find it in your AXA Account, along with your policy wording and excess details.

    As soon as your claim's been validated, breakdown help will be on the way to you.

     

    If you've chosen breakdown cover, you can count on a rapid response from AXA Assistance.

    You will need to give the Rescue Controller:

    • your name
    • your contact number
    • your car registration
    • the problem with your car
    • the location of your breakdown

     

    It's helpful to have your policy number handy when you call. You can find it in your AXA Account, along with your policy wording and excess details

    As soon as your claim's been validated, breakdown help will be on the way to you.


  • The AXA claims service

    At AXA, we understand that no-one wants to make a claim on their car insurance. Our professional support can help make a difficult time feel a lot easier, at the time you need it most*. 

    Our UK-based team is here to give you expert care, whether registering a car insurance claim quickly and efficiently, keeping you up to date with everything going on, or organising our nationwide network to take care of your car. 

    AXA car insurance gives you much more than peace of mind. We offer a lifetime guarantee on repairs** from our network of approved specialists following a car insurance claim. That’s reassuring. What’s more, when your car’s looked after by our approved repairers, we offer free collection and delivery, and will even clean your car inside and out before it’s returned to you, repaired and ready to drive. 

    *The claims line is open 24 hours a day, every day. The AXA claims team can be contacted Monday to Friday 8am to 6pm and Saturday 9am to 12 noon (Sundays and public holidays closed). Emergency support is available at all other times.

    **For as long as you own the car. 

     

  • Making claims clear

    AXA is committed to making claims clearer. We paid over 99% of customers’ car insurance claims in the last year*.

    12% of our car insurance policy holders needed to make a claim in the last year, with an average claim pay out of £2,801. This includes the cost of claims made against our policy holders*.

    *Data relates to personal motor insurance claims for policies underwritten by AXA Insurance UK plc from October 2015 to September 2016 inclusive

    However, all insurance policies contain exclusions and conditions, so we wanted to remind you of some of the things your policy does not cover, and some of the conditions of your insurance policy that you must follow so there are no misunderstandings.

    We also wanted to share some of the most common situations where a claim might not be paid to help you understand why this is, and help ensure that this does not happen to you.

    Security

    • Always make sure your vehicle is properly secured. Don’t leave your keys in the car or leave your car unlocked while you are not in it.

    Driving under the influence

    • It goes without saying that, if you are under the influence of drugs or alcohol, DON’T get behind the wheel of a car.
    • If you have an accident while you are under the influence of drugs or alcohol, your insurance will not be valid.

    Check before letting others drive your car

    • Before you let anyone else drive your car, check that they are legally covered to drive (full driving licence, no legal reasons preventing them from driving ) and have the appropriate insurance to cover them in case an accident occurs.
    • Remember, even if your friend is allowed to drive your car under the DOC (driving other cars) cover on their own insurance policy, this only covers third party claims, and would not normally cover any damage they cause to your car.
    • To remove any risk to yourself, you can add relatives and/or friends to your policy as named drivers. This is particularly important if they’ll be driving your vehicle on a regular basis.
    • Remember to consider the above if you are driving someone else’s car.

    Claims and convictions

    • When you take out your car insurance policy, always remember to disclose any motoring convictions or past insurance claims you may have made to the best of your ability. Not doing so can result in your policy being cancelled.

    Keep your details up to date

    • A change in circumstances could affect your premiums, both positively and negatively.
    • Please let us know immediately if you move house, sell your car, receive a non-motoring conviction, or change the use of your vehicle from what it states on your certificate of motor insurance.
    • You can let us know at renewal if you changed jobs, or you or any named driver has received a motoring conviction.