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 or track a claim
- 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 to your policy online - free of charge
No need to call, customers who make a change online can save up to £17
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.
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 to your policy online - free of charge
No need to call, customers who make a change online can save up to £17
Frequently asked questions
Looking for an answer quickly? Here are some of the most common questions we get:
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: 9am to 5pm
- Saturday: closed
- Sunday: closed
- Bank Holidays: closed
Outside of these hours:
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.
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
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:
Frequently asked questions
Looking for an answer quickly? Here are some of the most common questions we get:
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:
Need to talk to us?
You can call us on:
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:
Need to speak to someone?
If you need help making a claim then you can call our team:
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: closed
- Bank Holidays: 9am to 1pm
Customers will reach the out of hours service if they call outside of the main office hours, where claim details will be taken and followed up during office hours.
Get an update on a claim
Already started a claim and looking for an update? Just log in to your online account to get started.
If you purchased home emergency cover as part of your policy you can 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 section.
Register your claim online
The quickest way to make your home emergency claim is online:
Frequently asked questions
Looking for an answer quickly? Here are some of the most common questions we get:
Need to speak to someone?
You can call us on:
It's helpful to have your policy number handy when you call
Lines are open 24 hours a day, 7 days a week.
Call our confidential helpline for expert advice with personal or domestic legal problems, including:
- Breach of contract
- Personal injury
- Motoring prosecution
- Employment disputes
It's helpful to have your policy number handy when you call.
Lines are open 24 hours a day, 7 days a week.
Use the 24-hour advisory service for telephone advice on any private legal problem of concern to you or any member of your household.
Policy complaints
For complaints relating to your policy
or call us on
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.
Claims complaints
For complaints relating to the handling of your claim
or call us on
We’re here to take your call:
- Monday to Friday: 9am to 5pm
- Saturday: closed
- Sunday: closed
- Bank Holidays: closed
Or email us your claims complaint.
Legal expenses complaints
For complaints relating to your Legal Expenses
or call us on
Lines are open:
- Monday to Friday: 9am to 5.30pm
- Saturday: closed
- Sunday: closed
- Bank Holidays: closed
Contacted by a fraudster or fallen victim to a scam?
Report this to us right away and we’ll take it from here and let you know what to do to stay safe.