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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 most obscure.

Can I change the details of my home 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 and there are no admin charges when you make changes yourself online.

 

Here’s a step-by-step guide to get you started:

• First click the ‘Log in to My AXA Account’ button in the ‘Existing customers’ section near the top right of most web pages. Or you can simply log in to your AXA Account.
• Next type in your email address and the password you chose when you arranged your insurance – or click the help link on screen if you can’t remember.
• When you’ve logged in, pick the policy you need to update, click the details you want to change and follow on the on-screen help to make your change.

Please remember to keep all your details up to date because your cover could be affected if anything isn’t correct.

 

If you have any problems making the change yourself, you can call our help team on 0330 024 1158*.

 

*Lines are open Monday to Friday 8am to 8pm, Saturday 9am to 5pm, Sunday and bank holidays 10am to 4pm. Calls may be monitored and recorded.

Do I get a refund if I cancel my home insurance policy?

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.

 

HomeSafe cancellations after 14 days

HomeSafe customers benefit from no cancellation fees. We’ll return payment for cover after the cancellation date (a pro-rata refund).

 

To cancel your home insurance, please call 0330 024 1235. We’re here to help Monday to Friday 8am to 8pm, Saturday 9am to 5pm, Sundays and Bank Holidays 10am to 4pm. Calls are recorded and monitored.

How do I cancel my home insurance policy?

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 will need to contact our help team on 0330 024 1235*. Cancellations before a renewal invitation has been sent can only be made over the phone.

 

Find out more about cancellations and refunds

 

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

 

*Lines are open Monday to Friday 8am to 8pm, Saturday 9am to 5pm, Sunday and bank holidays 10am to 4pm. Calls may be monitored and recorded.

Where can I find my policy documents?

You can access your policy documents in your 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 change my address?

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 because your cover could be affected if anything isn’t correct.

 

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

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:

Customer service / cancellations

Want to make a change?

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

 

Simply click the button below to log in.

 

Log in to your AXA account

 

Want to talk?

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

 

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

 

UK – 0330 024 1235*

Northern Ireland – 0289 002 0104**

*Lines open: Monday to Friday: 8am - 8pm, Saturday: 9am - 5pm, Sunday: 9am - 3pm and Bank Holiday opening times may vary

**Lines open: Monday to Friday: 8am - 8pm, Saturday: 9am - 4pm, Sunday: closed and Bank Holidays: closed

 

Alternatively, you can contact us using our social channels or email links below.

 

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.

Facebook Messenger

Ask on Facebook

Tweet Us

Send us an email

Get a quote for a new policy

Get a quick quote online

The quickest way to get a quote is online. Simply click the button below. Alternatively, you can retrieve an existing quote - there's one price whether you get a quote online or over the phone.

 

Get a quote online

 

Retrieve a quote online

 

Want to talk?

Need help purchasing a new policy or with an existing quote? Please call the number below:

 

0330 058 4118

Lines open: Monday to Friday: 8am - 9pm, Saturday: 9am - 5pm, Sunday: 9am - 4pm and Bank Holiday opening times may vary

Manage your payments

0330 024 1239

Lines open: Monday to Friday: 8am - 8pm, Saturday: 9am - 5pm, Sunday: Closed and Bank Holidays: Closed

 

Or Send us an email about your Payment or Finance queries.

Make a home insurance claim

Contact us with details of your claim as soon as possible either by phone or by submitting your claim online.

 

Make a claim for:

• Buildings & contents
• Personal possessions
• Accidental damage
• Bicycle cover
• Student cover

If you can't see what you're looking to claim for in this list, please check the Home Assistance tab.

 

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

 

0330 024 8086

Lines open: 24 hours a day, 7 days a week Report a claim or view the status of your existing claim online by logging into your AXA account.

 

Report a claim or view the status of your existing claim online by logging into your AXA account.

 

Submit your claim online

Home assistance

Make a claim for:

• Plumbing
• Drainage
• Heating
• Electrical
• Roofing

If you can't see what you're looking to claim for in this list, please check the Claims tab.

 

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

 

0330 024 1259

Lines open: 24 hours a day, 7 days a week

 

Find out more on how to make a claim

Legal advice and expenses claims

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

 

0330 024 1278

Lines open: 24 hours a day, 7 days a week

 

Call our confidential helpline for expert advice with personal or domestic legal problems.

 

Free legal advice is available for all our home insurance customers. Call our confidential helpline for expert help with:

• Breach of contract
• Personal injury
• Motoring prosecution
• Employment disputes

Use the 24-hour advisory service for telephone advice on any private legal problem of concern to you or any member of your household.

 

Find out more about optional extras including Legal expenses.

Make a complaint

Policy complaints

Contact this team for complaints relating to your policy.

 

0330 024 1235

Lines are open: Monday to Friday: 8am - 8pm, Saturday: 9am - 5pm, Sunday: 9am - 3pm and Bank Holiday opening times may vary

 

Or email us your policy complaint

 

Claims complaints

Contact this team for complaints relating to the handling of your claim.

 

0330 024 1277

Lines are open: Monday to Friday: 8am - 8pm, Saturday: 9am - 5pm, Sunday: Closed and Bank Holidays: 10am - 4pm

 

Or email us your claims complaint

 

Legal expenses complaints

Contact this team for complaints relating to your Legal Expenses cover.

 

01206 615 000

Lines are open: Monday to Friday: 9am - 5.30pm and Bank Holiday opening times may vary

Or email us your legal expenses complaint