Coronavirus (COVID-19) is affecting people’s health, travels and businesses. To find out how insurance policies respond, please visit our information hub.
* Our live chat services are open 8am – 6pm, Monday to Friday.
Frequently asked questions
Take a look at our most common FAQs below
Where can I find my policy documents?
Once you’ve purchased your policy, all your documents will be stored in your online AXA Account.
Simply login and select the ‘policy documents’ tab in ‘Your policies’ – you can view or print your policy documents and check your cover - including only the wording for the policy you've bought.
How do I cancel my business insurance policy?
If you’d like to cancel your insurance policy, you’ll need to contact us on 0330 159 1508*.
*Lines are open Monday to Friday, 8am to 6pm.
Providing a claim has not been made, notified or outstanding, it is possible to cancel your insurance at any time. A cancellation fee of £35 may be charged. A refund may be due if you have paid your premium in full in advance.
Where can I get a receipt?
You can take the value of the insurance policy from the policy schedule which can be found in your AXA Account. If you need a written receipt of payment, please contact us through live chat or call us on 0330 159 1508* – our team are always happy to help.
*Lines are open Monday to Friday, 8am to 6pm.
Please note that the insurance premium does not include VAT – it includes insurance premium tax (IPT), IPT cannot be reclaimed.
Can I change the details of my business insurance policy online?
You can make changes to your insurance policy in your AXA Account – your personal and secure area of our website. It’s quick and easy - there’s plenty of help if you need it.
When you’ve logged in, pick the policy you need to update, click the details you want to change and follow the on-screen help to make your change.
There are some changes that you are unable to update in your AXA Account, if the field is greyed out, please call us on 0330 159 1508* - we’ll be happy to help update your policy.
From your ‘to do list’ you can select the task to add your Employer Reference Number or you can update it from within the policy details tab, simply click ‘change’ next to ERN number which can be found under the Employers Liability Insurance heading
Navigate through the pages until you get to the ‘payment’ page, where you will be able to enter your number in the appropriate field
If you have any problems making the change yourself, you can call our help team on 0330 159 1508*.
*Lines are open Monday to Friday, 8am to 6pm.
How do I make a business insurance 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 on our business claims page.
Will you post my business insurance documents to me?
All your documents can be found in your online AXA Account – you can also request to have your documents posted to you from there.
Simply login to your AXA Account and select ‘policy documents’ tab in ‘Your policies’ – you’ll be able to view/print your documents. You can also request for your documents to posted using the ‘request to have your documents posted to you’ link.
Speak to our customer service team
To speak to a member of our business insurance customer service team, please select from a department below to show a list of contact options:
For all types of business insurance – including shop and retail – contact our business insurance team.
Customer services / cancellations (including live chat)
If you contact us via social media, we ask that you only share your personal information via private message. Our privacy policy explains how we use your information. Our live chat, Facebook and Twitter services are open 8am – 6pm, Monday to Friday.
*Our claims office is open Monday to Friday, 9am to 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.
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