Home insurance contact us

Manage your policy online

It's quick and easy to manage your home insurance policy online in your AXA account - here's a few of the things you can do:

Make a claim online
Make changes to your policy details for free 24/7, including when you move address
Access your documents anytime
Easier renewals, review your cover and make changes
Get a quote for other AXA insurance products, such as Car Insurance

Make changes online with no admin fees

No need to call, customers who make a change online can save up to £17

Make a change online and manage your policy online

Frequently asked questions

Take a look at our most common FAQs below, or take a look through our full range of customer queries, from the most common to the more obscure.

You can make changes to your insurance policy in your AXA Account. It’s quick and easy, there’s plenty of help if you need it and there are no admin charges when you make changes yourself online.

Once you’ve logged in, pick the policy you need to update, select the details you want to change, and follow on the on-screen help.

Please remember to keep all your details up to date because your cover could be affected if there are inaccuracies.

Find out more about making changes or quotes for changes

If you have any problems making the change yourself, you can call our help team on 0330 024 1235.

We’re here to take your call:

Monday to Friday: 8am to 8pm
Saturday: 9am to 5pm
Sunday: closed
Bank Holidays: hours may vary

Please note you might have to wait a while on Mondays where we are busier. Call us Tuesday to Thursday for the shortest wait time.

We’re sorry you’re thinking of leaving AXA. Depending on when you want to cancel your home insurance, there are different refund policies:

Cancellations following a claim

If there’s been a claim on your policy before you cancel, you’ll need to pay the full premium for the year – there are no refunds at any time for cancellation after a claim.

Cancellations within 14 days

If you change your mind shortly after buying, you have two options to cancel your home insurance within 14 days of the start date:

You can cancel the policy back to the start date. This is your statutory right to cancel. We’ll return your payment in full. In effect, this means that your home was not covered by us.
Alternatively, you can cancel from any time after the start date within the 14 day period. If you cancel during this time, we’ll will treat the policy as having been in force from the start date until the cancellation date and return the unused premium to you.

Cancellations after 14 days

If you cancel your home insurance after 14 days from the start date you will need to pay a £30 cancellation fee on top of the time you’ve been covered by us. We’ll return payment for cover after the cancellation date (a pro-rata refund), minus the cancellation fee.

We’re sorry if you no longer want to insure your home with AXA. Depending on when you want to cancel your home insurance, there are different things you need to do.

If you want to cancel AFTER you’ve been sent your renewal invitation

Your renewal invitation includes details on what you need to do if you don’t want to renew your home insurance. You can also log in to your AXA Account to find out how you can decline your renewal.

If you want to cancel BEFORE you’ve been sent your renewal invitation

You can usually do this in your AXA Account. Simply log in, choose the policy you want to cancel, and then scroll down to ‘Cancel Policy’ at the bottom of the page.

Find out more about cancellations and refunds

No refunds will be due if a claim has been made against the policy.

You can access your policy documents in your AXA Account.

Simply log in 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.

You can change your address yourself using your AXA Account.

Select the policy you would like to update, then click on the 'change' link next to your address
Enter a start date for the change, then enter your new house name/number and postcode
Select 'continue' and follow the on-screen instructions
It takes up to 48 hours for any changes to show on your policy.

Please remember to keep all your details up-to-date otherwise your cover could be affected.

Changing your details could result in your insurance premium rising or going down. You can make changes with no admin charges yourself in your online account.

Speak to our customer service team

To speak to a member of our home insurance customer service team, please select from a department below to show a list of contact options:

Need to make a change?

Did you know you can make changes to your existing home insurance policy in your online account to avoid paying the admin fee?

Make changes online with no admin fees

No need to call, customers who make a change online can save up to £17

Make a change online and manage your policy online

Frequently asked questions

Looking for an answer quickly? Here are some of the most common questions we get:

How do I reset my password? When does my policy end? How do I make changes to my policy or get a quote for changes? Do I need to let you know about changes to my details? How can I add a trusted person to my policy? How do I cancel my home insurance policy? Do I need to tell you if I have any building work done at home? The policyholder has passed away – what happens to the policy?

Live chat

If you need help making a change, you can talk to our team through live chat. You can access live chat through the ‘Make a change’ section in your online account.

Our live chat team are on hand to answer your queries:

Monday to Friday: 8am to 8pm
Saturday: 9am to 5pm
Sunday: closed
Bank Holidays: hours vary

Outside of these hours:

Fill in our contact form and a member of our customer services team will get back to you

Want to talk?

Our customer service team can help you with making changes to your policy, general enquiries and cancellations.

Calling from England, Scotland or Wales

It's helpful to have your policy number handy when you call.

0330 024 1235

We’re here to take your call:

Monday to Friday: 8am to 8pm
Saturday: 9am to 5pm
Sunday: closed
Bank Holidays: hours may vary

Please note you might have to wait a while on Mondays where we are busier. Call us Tuesday to Thursday for the shortest wait time.

Calling from Northern Ireland

0289 002 0104

Lines are open:

Monday to Friday: 8am to 8pm
Saturday: 9am to 4pm
Sunday: closed
Bank holidays: closed

The quickest way to get a quote is online:

Get a quote for AXA home insurance Retrieve a quote

Frequently asked questions

Looking for an answer quickly? Here are some of the most common questions we get:

How do I see my saved quote? Why is a new quote a different price to my renewal? Can I pay for my quote with someone else’s payment details if I have their permission?

Make a payment or change an existing payment method

The quickest way to make a payment, or change your payment method is through your online account:

Frequently asked questions

Looking for an answer quickly? Here are some of the most common questions we get:

How do I change how I pay for my policy? How do I change my payment date? What happens if I miss a payment?

Need to talk to us?

You can call us on:

0330 024 1239

We’re here to take your call:

Monday to Friday: 8am to 8pm
Saturday: 9am to 5pm
Sunday: closed
Bank Holidays: closed

To make a home insurance claim, report details of your claim to us as soon as possible.

Make a claim for:

Buildings & contents
Personal possessions
Accidental damage
Bicycle cover
Student cover

Can't see what you're looking to claim for in this list? Please check the section.

Register your claim online

You can register most claims with us through your online account. This can be done any time of the day, and is by far the easiest and quickest way to make your claim.

Frequently asked questions

Looking for an answer quickly? Here are some of the most common questions we get:

How do I make a home insurance claim? When will my claim be approved? If I'm making both a buildings and contents claim - do I have to make two separate claims? How are lost or damaged items repaired or replaced? Do I need proof of purchase for the items I am claiming for?

Need to speak to someone?

If you need help making a claim then you can call our team:

0330 024 8086

It's helpful to have your policy number handy when you call.

We’re here to take your call:

Monday to Friday: 8am to 8pm
Saturday: 9am to 5pm
Sunday and bank holidays: closed

If you call outside of these times, you’ll reach our out of hours service. You’ll be able to leave the details of your claim, and we’ll get back to you during our main office hours.