Step one: Before getting in touch with us:

      • Do what you can to prevent more loss/damage and recover lost property
      • Don’t discuss/accept/negotiate/pay/settle/admit /deny a claim before speaking to us
      • If loss/damage caused by malicious persons (e.g. thieves, vandals or rioters) contact the police immediately for a crime reference number
      • Check policy documents to find out what's covered and what excess is payable

What will we ask for when you make a claim?

      • Your personal details and policy number, if possible – it’s in your AXA account
      • Details relating to the claim
      • If loss/damage caused by malicious persons (e.g. thieves, vandals or rioters) contact the police immediately for a crime reference number
      • Supporting evidence to send to us (photos of damage, crime reports, etc)

Step two: Tell us about your claim

Get in touch by calling or registering online. We’ll assess the issue and record your claim. Have all the relevant details to hand to speed up the process.

If you register online, our specialist team will follow up with a call/email and get your claim underway. (If you register on a weekend, it won’t be followed up until the next working week.)

What would you like to contact us about?

Step three: Track your claim

We’ll do our best to process your claim and get things back to normal as quickly as possible – talking you through next steps and outlining how the process will progress.

We know we need to give customers total clarity over what is and isn’t covered by their insurance.

But why might this happen? Here are the most common reasons for unsuccessful claims:

*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 to 5pm, excluding bank holidays, 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.