Making claims clearer

We know that making a claim can be a stressful time. At AXA, we want your experience making a claim with us simple and hassle-free, so you can get back on your feet as soon as possible after a loss.

We know the last thing you need when you make a claim is to find any surprises that delay the process or result in a claim not getting paid. So, we’ve put this guide together to help you understand the claims process, what we’ll need from you, and why some claims are rejected.

Step one: Before getting in touch with us:

Before you get in touch with us, there are a few things that you can do to minimise the severity of the claim and prepare for the next steps. For example:

      • Do what you can to prevent more loss/damage and recover lost property
      • Don’t discuss or try to settle a claim before you've spoken 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

Step two: What we'll ask for when you make claim

When you get in touch with us, we’ll ask you for some details. Having these details ready ahead of time will help make the claims process much easier and allow us to help you faster.

Here’s what we’ll as for:

  • Your personal details
  • Your policy number, if possible – you can find this in your AXA account if you don’t have it to hand
  • Any details relating to your claim
  • A crime reference number, if the loss or damage was caused maliciously
  • Any supporting evidence you can provide, such as photos or the damage, police reports etc

    Step three: Getting in touch to make a claim

    It’s important that you tell us about your claim as soon as possible. If you’re worried about a situation that could potentially turn into a claim, make sure you contact us in plenty of time so that our claims specialists can take through your concerns with you and help you decide on the best course of action going forward.

    To tell us about you claim and help us deal with it as quickly as possible, there are a few options available to you depending on the type of claim you need to make.

    What would you like to contact us about?

    Step four: Let us handle the rest

    We know that waiting for the outcome of a claim can be stressful, that’s why we do everything we can to process your claim and get things back to normal as quick as possible.

    We’ll make a point of talking you through next steps and outlining how the process will progress past your first contact. We want to give you as much clarity as we can when it comes to the claims process, whether that’s a quick resolution or keeping you informed about any delays or unsuccessful claims.

    To give you a bit more context, here are some of the most common reasons claims are unsuccessful.

    Contacted by a fraudster or fallen victim to a scam?

    Report this to us right away and we’ll take it from here and let you know what to do to stay safe.

    *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.