Can I change the details of my landlord insurance policy online?
Yes, you can make changes to your landlord insurance policy in your My 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, click ‘change’ and follow on 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 1512* - we’ll be happy to help update your policy.
If you have any problems making the change yourself, you can call our help team on 0330 159 1512*
*Lines are open Monday to Friday 8am to 8pm, Saturday 9am to 2pm. Calls may be monitored and recorded.
Where can I find my policy documents?
Once you’ve purchased your landlord policy, all your documents will be stored in your online My AXA Account.
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 find out the building sum insured?
The building sum insured is the sum insured shown on the policy schedule.
The building sum insured is the cost would be to rebuild the property if the worst were to happen to it – this amount should be greater than £50,000. Please note, this is not the same as the market value of the property.
The rebuild value that you enter should include fixtures and fittings, internal decoration, fence and gates. It should also include any roads, pavements, or underground pipes and cables that either belong to you or that you’re responsible for, as well as an allowance for professional feeds and debris removal costs resulting from the loss.
It’s important that you provide us with an accurate rebuild value for your property. If you don’t, you may not be fully protected in the event of a claim. If you need help, you can use the Association of British Insurers rebuilding cost calculator as a guide for residential properties only or contact a qualified surveyor or valuer.
Once you’ve completed your calculation, we’d suggest that you save a copy for your records.
What happens if my building becomes un-occupied?
If your building becomes un-occupied you must notify us immediately, call us on 0330 159 1512*
Un-occupied refers to Wholly unoccupied, mainly unoccupied or not in use by you or any of your tenants for more than 45 consecutive days.
*Lines open: Monday to Friday, 8am to 8pm, Saturday, 9am to 2pm. Calls may be monitored and recorded.
Will I get a refund if I cancel my landlord insurance policy?
We’re sorry you’re thinking of leaving AXA. Depending on when you want to cancel your landlord insurance, there are different refund policies:
If you’re not satisfied with your policy, you can contact us within 14 days of receipt of your documents and you’ll be entitled to a full refund – as long as your cover hasn’t started yet. If your cover has started, you’ll receive a proportional refund based on the cover you haven’t used yet.
If you cancel after 14 days, you may receive a proportional refund based on the cover you haven’t used yet – but you’ll also have to pay a cancellation fee of £35.
In all cases, if you’ve made a claim or a claim been registered against you before you cancel, you won’t be entitled to a refund – and the £35 cancellation charge will still apply.
How do I make a landlord 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
Speak to our customer service team
To speak to a member of our landlord insurance customer service team, please select from a department below to show a list of contact options:
Customer services / cancellations
Phone number: 0330 159 1512
Lines open: Monday to Friday, 8am to 8pm, Saturday, 9am to 2pm.
Or contact us by email (select business insurance in the product drop-down menu)
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.
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