Making a claim

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We’re here for you when you need us most

We know that no one wants to make a claim or deal with the hassle that goes with it. But our professional support and award-winning claims service* can help make a difficult situation a lot easier – at a time you need it most.

So whether a customer has slipped on a wet floor as they’re leaving your premises, or you arrive at work to find someone has smashed your shop window, our fast response and clear guidance will help get you back on your feet.

At AXA, we settle 20% of all property claims within 24 hours and spend more than £2 million per day on claims. And depending on the extent of the damage, we may appoint independent claims specialists to help guide you through the claims process.

To make sure we can deal with your claim as quickly and clearly as possible, call us on 0345 600 2715** or email directclaims@axa-insurance.co.uk for property claims or liability.claims@axa-insurance.co.uk for liability claims.

Making claims clear

At AXA, we understand we have a responsibility to be much clearer to our customers. So we want to explain some of the most common situations where a claim might not be paid – to help ensure this doesn’t happen to you.

Track your claim online

Once you’ve made your claim, you’ll be able to track the whole thing from start to finish online using our real-time claims tracking tool.

Available via desktop, tablet and mobile, you’ll have 24/7 access to all the claims you have in progress, and all the key information you need, including liability decisions, payment and settlement details.

 

Make a claim

Before you make a shop insurance claim, you should take all reasonable steps to prevent further loss or damage, recover lost property, ensure the building is secure and minimise the claim.

Find out what else you should do before you make a claim on our business insurance claims page.

To make sure we can deal with your claim as quickly and clearly as possible, call us on 0345 600 2715,** or email directclaims@axa-insurance.co.uk for commercial property claims or liability.claims@axa-insurance.co.uk for liability claims.

Your policy details

Find out what’s covered by AXA Employers' Liability Insurance, so you get the protection that’s right for you.


Shop insurance to meet your needs

Whether your shop is online or on the high street, we’ve got you covered with our affordable shop insurance for retailers.

* Our claims team have won leading industry awards at the British Insurance Awards 2012, The Claims Awards 2012, CII Public Interest Awards 2015 and The British Insurance Awards 2015.

** Our claims office is open Monday to Friday 9am – 5pm, 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.