Skip to main content

Our cookie policy

Close

We use cookies to give you the best possible experience of our website. If you continue, we'll assume you're happy for your web browser to receive all cookies from our website. See our cookie policy for more information on cookies and how to manage them.


  • Manage your policy

Like this article Tweet this article Share this article +1 this article
  • Overview

    With AXA home insurance, you can manage your policy yourself from your very own online AXA Account. It means you always have easy access to your documents, and can simply manage your policy to reflect your circumstances at that time.



  • Easy access to your policy documents

    When you buy AXA home insurance, you can access your personal online account any minute of the day from any computer, anywhere in the world. It's secure, it's easy to use and it puts you in control, no matter where you are.

    In your AXA Account you can:

    • view or print your policy documents

    • check your cover - including only the wording for the policy you've bought

    Your AXA Account is the safest place to store all your paperwork. Everything is saved securely online for you to view in an instant.


    Make changes to your policy whenever you want

    To manage your home insurance, simply head to your online AXA Account. You have complete control to update your policy in your online AXA Account. It's the easy way to make changes with no admin charges.

    In your AXA Account you can:

    • add or remove optional cover

    • change your personal details

    Some changes you make may affect the cost of your cover. Your new premium will be worked out in an instant online.

    If you prefer not to make changes or corrections to your policy yourself we can do so for you but we will charge you £10 for any change or correction that we make on your behalf. If you are a HomeSafe customer, you benefit from no administration fees each time a change or correction is made.


    Renew your cover the easy way

    It's so easy to stay with AXA. You don't even have to lift a finger to benefit from our buildings & contents insurance again. We’ll send you an email reminder at least 21 days before your policy is due to renew, so you can review your cover and renewal price. Providing you don't want to make any changes, your policy will renew automatically, payment will be taken using the same method as before, and you'll have the reassurance of home insurance you can trust for another year.

    It is important that you tell us if any of your information has changed. It’s easy to do this via your online account. If for any reason, we’re unable to renew your home insurance automatically for you, your invitation will explain what to do to remain covered.

    If you would prefer not to have the reassurance of automatic renewals, you can opt out after buying your home insurance by emailing your name, policy number and request to opt out to home.help@axainsurance.com

    Whether you choose automatic renewals or not, you can of course use your AXA Account to adjust your policy details and renew online. It's so easy and convenient.


    Cancellations and refunds

    To cancel your home insurance, please call 0330 024 1235. We’re here to help Monday to Friday 8am to 8pm; Saturdays 9am to 5pm; Sundays and bank holidays 10am to 4pm. Calls are recorded and monitored.

    Cancellations following a claim

    If there’s been a claim on your policy before you cancel, you’ll need to pay the full premium for the year – there are no refunds at any time for cancellation after a claim.

    Cancellations within 14 days

    If you change your mind shortly after buying, you have two options to cancel your home insurance within 14 days of the start date:

    • You can cancel the policy back to the start date. This is your statutory right to cancel. We’ll return your payment in full. In effect, this means that your home was not covered by us.

    • Alternatively, we can cover you for up to 14 days. If you cancel during this time, we’ll return your payment for cover after the cancellation date. It’s what’s known as a pro-rata refund, and takes into account the time you’ve been covered by us.

    Cancellations after 14 days

    If you cancel your home insurance after 14 days from the start date you will need to pay a £30 cancellation fee on top of the time you’ve been covered by us. We’ll return payment for cover after the cancellation date (a pro-rata refund), minus the cancellation fee.

    HomeSafe cancellations after 14 days

    HomeSafe customers benefit from no cancellation fees. We’ll return payment for cover after the cancellation date (a pro-rata refund).


    Complaints

    Our aim is to give you the highest standards of customer service, so we take any complaint seriously. If you are not happy with any aspect of our service please let us know.

    For complaints about your policy, email home.complaints@axainsurance.com or call 0330 024 1235*

    * Lines are open Monday to Friday 8am – 8pm, Saturday 9am – 5pm, Sunday & Bank Holidays 10am – 4pm. Calls are recorded and monitored.

    For complaints about claims, email axadirecthome@axaclaims.com or call 0330 024 1277**

    ** Lines are open Monday to Friday 8am – 8pm, Saturday 9am – 5pm, Sunday Closed, Bank Holidays 10am – 2pm. Calls are recorded and monitored.

    At AXA we work quickly and efficiently to resolve all complaints we receive. We regularly publish information on recent complaints.