Claims

Making a business insurance claim

We’re here to support you when you need us most

If you’re faced with a claim, you can rely on our award-winning claims service* to support you. Even at the most difficult times, our fast response and clear guidance will help you get back on your feet.

But we also know we have a responsibility to be as transparent as possible so you’re better prepared in the event of a claim.

That’s why as well as the contact details of our specialist claims teams, we’ve also included information on what to do before you contact us and some of the most common reasons why a claim might not be paid.

Before you contact us

  • Take all reasonable steps to prevent further loss or damage, recover lost property and minimise the claim.
  • Do not discuss, accept, negotiate, pay, settle, admit or deny any claim before speaking to us.
  • In the event of any loss or damage caused by malicious persons such as thieves, vandals or rioters, contact the police immediately and get a crime reference number.
  • Check your policy documents to find out what's covered and what excess is payable.
  • Before contacting us, please make sure you have your policy number to hand along with any other relevant information that you may need to refer to.

Make a claim

It's important to tell us about a potential claim as early as possible. If you’re worried about a situation that could lead to a claim, don’t hesitate to contact us – our claims specialists will be able to talk you through your concerns and identify the best course of action.

You can find the contact details of our specialist claims teams in the dropdown menu below.

Before You Contact Us

*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 – 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.

Making claims clear

At AXA, we understand we have a responsibility to be as clear as possible to our customers and give you greater clarity over what is and isn’t covered by an insurance policy.

Because if you do need to make a claim, we know the last thing you need is for the claim to be turned down. 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.

You don’t meet your policy conditions

Depending on the nature of your business, its location or the sums insured, we may have agreed to provide cover for your business on the understanding that you agree to comply with certain requirements, such as security measures. These will all be detailed in your policy. If you’ve agreed to comply with these requirements but don’t actually meet them, your claim may not be paid.

You don’t have the right amount of cover

When you’re choosing your level of cover, you should take a few minutes to consider a limit you feel comfortable with and which you feel will cover the costs of any compensation you may owe – as this is the maximum amount we will pay up to in the event of a claim.

It’s also important that you properly calculate the value of your valuables and assets, such as stock, contents or buildings, rather than just estimating them. This value (the sum insured) is the maximum amount we’ll pay in the event of a claim, regardless of the circumstances. If you underinsure your assets, even unintentionally, it could have serious consequences when it comes to settling your claim. Remember that all sums insured should be regularly reviewed and kept up to date.

Your claim is less than your excess amount

Your excess is the amount of a claim you’re responsible for when it comes to making a claim – and the amount you’re required to pay before your policy will pay out.

If your claim is less than your excess, you won’t be able to make a claim as you are ultimately responsible for this amount. For example, if you make a claim for £150, but your excess is £200 – you won’t be able to make a claim.

You make a fraudulent or exaggerated claim

If you knowingly make a fraudulent or exaggerated claim, a false statement in support of a claim, or submit a false or forged document in support of a claim – whether or not the claim itself is genuine – we may refuse to pay the claim.