Need a little extra support? We’re here to help
Here at AXA, we’re working hard to make sure that every customer can use our website in a way that suits them. Here you can find out what measures we’ve got in place to make AXA more accessible:
Visual and audio support
If you’re using our website on a desktop, you can magnify the screen or increase text size. Head to the ‘Settings’ menu on your internet browser (like Google Chrome or Microsoft Edge) and depending on the browser you use, you'll find the option to increase the text size under ‘Preferences’ or ‘View’.
Alternative document format
If you’re blind, have a visual impairment or are partially sighted, we can provide any AXA document in Braille, large font or audio versions.
If you’d like your documents in Braille, large font or audio please email us at help@axainsurance.com, call us on 0330 024 1158 or contact us. There’s no charge for these documents and once requested, we’ll aim to send them to you within 14 working days.
To help you talk with us, we can take calls through Typetalk or Minicom.
We’re here to take your call:
- Monday to Friday: 8am to 8pm
- Saturday: 9am to 5pm
- Sunday: closed
- Bank Holidays: hours vary
Please note: you might have to wait a while during our busy times. Call us between 8am and 9am or 5pm and 8pm, Tuesday to Thursday, for the shortest wait.
Disability support
If you require disability support, there are several resources we can direct you to that can offer support. For example:
- Government benefits and financial support if you're disabled or have a health condition
When you’re making a claim with AXA, please let us know of any support needed. An example of this may be if you require a non-standard courtesy car, when making a claim against your car insurance policy.
Mental health support
Mental health is extremely important, and we know that if you’re going through a tough time then it can be hard to get things done. If you need help and support, there are lots of resources out there to help.
First and foremost, make sure you’re speaking with a GP. There are also many dedicated online resources and charities who can help, a few of which are listed below.
Mind
Mind have a team that gives info on lots of topics like types of mental health problems and where to get help. They can also signpost you to services in your local area that offer support
SANE
SANE give practical help, emotional support and specialist info to people affected by mental health, their family, friends and carers
YoungMinds Crisis Messenger
YoungMinds Crisis Messenger is a free, 24/7 support line for young people going through a mental health crisis. All texts are answered by trained volunteers, with support from experienced clinical supervisors
Samaritans
Samaritans are there 24/7 for anyone who’s struggling to cope, who needs someone to listen without judgement or pressure. Samaritans are not only a moment of crisis, but there to help to prevent one
CALM
With a focus on male mental health, CALM believe that everyone deserves support – that's why their helpline and webchat service is free, confidential, anonymous and above all - there for anyone who needs it
Sometimes, problems with mental health can also lead to financial difficulties. Similarly, if you are diagnosed with a health condition, or are simply noticing that problems with your health are affecting your finances, please don’t hesitate to get in touch.
Money worries
It’s important that you keep up to date with your payments, but we know sometimes things aren’t as simple as that.
If you’ve lost your job or recently retired, please contact us to discuss repayment or any ways we can support you further.
Also, if you know ahead of time that you’re going to miss a payment, or if you’ve already missed one and are looking to catch up, you can contact us to let us know that as well.
There are also several online resources that can help you with your finances:
Trusted alternative contact
If you’re finding it difficult to talk to with us, we can speak with someone else on your behalf if you would prefer. We call this a trusted alternative contact.
What is a trusted alternative contact?
An alternative contact is someone that you as the policyholder can nominate to act on your behalf. This contact is authorised to talk to us on your behalf if, for any reason, you are unable to. They can discuss your policy, any claims and can make changes on your behalf - the only thing they can’t do is cancel the policy, as we’ll still need to speak to the policyholder for that.
If you’ve recently experienced a bereavement, you may want us to speak with a trusted contact on your behalf. We’re more than happy to do this, all you have to do is contact us to make us aware.
If you’d like us to do this, please contact us first with the simple information below:
- Your full name
- Your policy number
- The name, date of birth, and contact details for your alternative contact
If you are a Car or Home insurance customer, you can name your alternative contact in your online account. For all other products, please contact us and a member of the team can assist you.
Contact us
Knowing about any challenges our customers are facing in advance can help us make sure you’re getting the right help when you need it.
Whether you’re taking out a new policy, making a mid-term adjustment or renewing your policy, we highly recommend that you update your circumstances to reflect any changes so that we have the most up to date information.
If you need to make us aware of any changes you can do this in your online account or via the contact us page.