Landlord insurance contact us

Making changes to your policy is quick and easy, though it is important to remember that we can only speak with interested parties or authorised contacts about your policy. To add an authorised contact, please get in touch and a member of our team will be happy to assist you.

You can get in touch via any of the following channels:

Email us at: Landlord.INS@axa-insurance.co.uk

In order to process your query, we need you to include a few key details in your initial email to us. These are as follows: your policy number, full name, date of birth (D.O.B), the first line of your address and your postcode.

Lines open Monday to Friday, 8am to 6pm. Closed during bank holidays. Chats may be monitored and recorded.

Our team are happy to help with any queries relating to your business, landlord or van insurance policy. Unfortunately, we’re unable to assist with any queries regarding policies sold via a broker, or policies relating to personal products.

Adding extra cover to your policy with us is easy. You can make changes to your 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.

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

• First, login to your AXA Account.
• 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.
• Please remember to keep all your details up to date because your cover could be affected if anything isn’t correct.

Still having trouble? Don’t worry, we’re here to help.

Updating your contact details online is simple. Follow this step-by-step guide and you’ll be up to date in no time.

1. Log into your AXA account
2. Navigate to the ‘my details’ tab at the top of your account page
3. From here, you’ll see all the current contact details we have for you
4. Click ‘edit account details’ to change them
5. Once you’ve updated your contact information, be sure to click ‘save changes’, or your details won’t be changed

Still haven’t found the answer to your question? Don’t worry

Changing your address within our online account space couldn’t be easier. Here are the simple steps:

1. Log in to your online AXA account
2. Choose the policy you need to update from the tab menu
3. Under the ‘policy details’ tab, click ‘change policy details’
4. Add the date you’d like the change to come into effect
5. You will then be able to update your address in the ‘details’ section
6. Complete the change

Still having trouble? Don’t worry, we’re here to help.

You can add a property to your Landlord policy online by following these steps:

1. Log in to your AXA account
2. View Policy.
3. Click on Change button next to Policy Number
4. Select the date for change (please be aware that once we have accepted your change, you won’t be able to make any other changes to your policy from an earlier date.)
5. On the 'About your Property' Section Click add property
6. Add the property address, Property Type, how the property is occupied, year built, year purchased, rebuild cost and excess required.
7. If you require Rental Income cover/ Contents or accidental damage cover for this property answer yes beside the cover requires and answer any related questions
8. After you’ve entered this, continue through the quote for change, checking all other details, select 'Next' at the bottom right of the screen, this will generate your quote for change.
9. Click continue and once you’ve read and agreed to the terms and conditions click payment.
10. Check payment method details are correct, or update if needed.
11. Click 'make payment.' the new property is now included on your cover and your documents are available to view or download.

Still having trouble? Don’t worry, we’re here to help.

You can add an interested party in your online account by following the following steps:

1. Log in to your AXA account
2. View Policy.
3. Click on Change button next to Policy Number
4. Select the date for change (please be aware that once we have accepted your change, you won’t be able to make any other changes to your policy from an earlier date.)
5. Once you have selected the property, select next and on the 'Interested Parties' section, click yes, then select type of interested party and enter the name
6. After you’ve added the cover, continue through the quote for change, checking all other details, select 'Next' at the bottom right of the screen, this will generate your quote for change.
7. Click continue and once you’ve read and agreed to the terms and conditions click payment to process the payment.
8. Click 'make payment.' the cover has now been added and your documents are available to view or download

Still having trouble? Don’t worry, we’re here to help

You can remove a property from your Landlord policy in your online account, simple follow these steps:

1. Log in to your AXA account
2. View Policy.
3. Click on Change button next to Policy Number
4. Select the date for change (please be aware that once we have accepted your change, you won’t be able to make any other changes to your policy from an earlier date.)
5. On the 'About your Property' Section, select the address of the property you would like to remove
6. Select remove property.
7. After you’ve removed the property, continue through the quote for change, checking all other details, select 'Next' at the bottom right of the screen, this will generate your quote for change.
8. Click continue and once you’ve read and agreed to the terms and conditions click payment to process the refund (if there is one).
9. Click 'make payment.' the property has now been removed from cover and your documents are available to view or download.

Still having trouble? Don’t worry, we’re here to help.

Finding out when your policy ends is simple, just log into your AXA Account and there on the home screen will be the details about your policy including the status, start date, end date and business type. It will look a little something like this:

Everyone forgets their password at one point or another – it happens to us all. Luckily, resetting your AXA account password is quick, easy, and can be done online in a matter of minutes. Just follow these east steps;

1. Head over to your AXA Account log in page and hit the ‘Forgotten password?’ button
2. Enter the email address associated with your AXA account
3. If the email you’ve given us matches your account, well send you an email with options to reset your password.
4. If you don’t receive an email from us, please double check your email address is correct and doesn’t have any spelling errors

If you’ve followed these steps and still haven’t been able to reset your account password, get in touch and we can help you.

You can add Employers' Liability insurance to your policy from within your online account. Simply follow these steps:

1. Log in to your AXA account
2. View Policy
3. Click on Change button next to Policy Number
4. Select the date for change (please be aware that once we have accepted your change, you won’t be able to make any other changes to your policy from an earlier date.)
5. Once you have selected the property, select next and on the 'Employers Liability' section, click yes, then answer the two new questions this generates
6. After you’ve added the cover, continue through the quote for change, checking all other details, select 'Next' at the bottom right of the screen, this will generate your quote for change.
7. Click continue and once you’ve read and agreed to the terms and conditions click payment to process the payment.
8. Click 'make payment.' the cover has now been added and your documents are available to view or download

Still having trouble? Don’t worry, we’re here to help.

You can add Accidental Damage cover to your policy from within your online account. Simply follow these steps:

1. Log in to you AXA account
2. View Policy.
3. Click on Change button next to Policy Number
4. Select the date for change (please be aware that once we have accepted your change, you won’t be able to make any other changes to your policy from an earlier date.)
5. On the 'About your Property' Section, select the address of the property you would like to add Accidental Damage cover to.
6. On the next page, select yes to add cover and use the dropdown box select the excess level £100/£200/£350/£500
7. After you’ve added the cover, continue through the quote for change, checking all other details, select 'Next' at the bottom right of the screen, this will generate your quote for change.
8. Click continue and once you’ve read and agreed to the terms and conditions click payment to process the payment.
9. Click 'make payment.' the cover has now been added and your documents are available to view or download

Still having trouble? Don’t worry, we’re here to help.

You can change the level of Property Owners' Liability insurance you have from within your online account. Simply follow these steps:

1. Log in to your AXA account
2. View Policy.
3. Click on Change button next to Policy Number
4. Select the date for change (please be aware that once we have accepted your change, you won’t be able to make any other changes to your policy from an earlier date.)
5. Once you have selected the property, select next and on the 'Property owners Liability' section, select the level of cover you need from the drop down box
6. After you’ve  added the cover, continue through the quote for change, checking all other details, select 'Next' at the bottom right of the screen, this will generate your quote for change.
7. Click continue and once you’ve read and agreed to the terms and conditions click payment to process the payment.
8. Click 'make payment.' the cover has now been added and your documents are available to view or download.

Still having trouble? Don’t worry, we’re here to help.

You can add cover for your rental income from your online account. Simply folllow these steps:

Log in to your AXA account

View Policy.

Click on Change button next to Policy Number

Select the date for change (please be aware that once we have accepted your change, you won’t be able to make any other changes to your policy from an earlier date.)

On the 'About your Property' Section, select the address of the property you would like to Add Rental Income cover to and select yes to cover

On the Next page, under Rental income, input the monthly rent for the property, then from the dropdown box select the number of months you require cover for - 12 months/24 months/36 months

After you’ve added the cover, continue through the quote for change, checking all other details, select 'Next' at the bottom right of the screen, this will generate your quote for change.

Click continue and once you’ve read and agreed to the terms and conditions click payment to process the payment.

Click 'make payment.' the cover has now been added and your documents are available to view or download.

Still having trouble? Don’t worry, we’re here to help.

You can add Terrorism cover to your policy from within your online account. Simply follow these steps:

1. Log in to your AXA account
2. View Policy.
3. Click on Change button next to Policy Number
4. Select the date for change (please be aware that once we have accepted your change, you won’t be able to make any other changes to your policy from an earlier date.)
5. Once you have selected the property, select next and on the 'Terrorism' section, click yes, then answer the two new questions this generates
6. After you’ve added the cover, continue through the quote for change, checking all other details, select 'Next' at the bottom right of the screen, this will generate your quote for change.
7. Click continue and once you’ve read and agreed to the terms and conditions click payment to process the payment.
8. Click 'make payment.' the cover has now been added and your documents are available to view or download

Still having trouble? Don’t worry, we’re here to help.

You can add Landlord's Contents insurance to your policy from within your online account. Simply follow these steps:

Log in to your AXA account

1. View Policy.
2. Click on Change button next to Policy Number
3. Select the date for change (please be aware that once we have accepted your change, you won’t be able to make any other changes to your policy from an earlier date.)
4. On the 'About your Property' Section, select the address of the property you would like to add landlord contents cover to 
5. On the next page, select yes to cover and enter the sum insured for the contents you have in the rented property
6. After you’ve added the cover, continue through the quote for change, checking all other details, select 'Next' at the bottom right of the screen, this will generate your quote for change.
7. Click continue and once you’ve read and agreed to the terms and conditions click payment to process the payment.
8. Click 'make payment.' the cover has now been added and your documents are available to view or download.

Still having trouble? Don’t worry, we’re here to help

You can amend your building sum insured (also known as your rebuild cost) in your online account. Just follow these steps:

1. Log in to your AXA account
2. View Policy.
3. Click on Change button next to Policy Number
4. Select the date for change (please be aware that once we have accepted your change, you won’t be able to make any other changes to your policy from an earlier date.)
5. On the 'About your Property' Section, select the address of the property you would like to amend the Rebuild Cost
6. Amend the required Sum Insured.
7. After you’ve amended the details, continue through the quote for change, checking all other details, select 'Next' at the bottom right of the screen, this will generate your quote for change.
8. Click continue and once you’ve read and agreed to the terms and conditions click payment to process the refund (if there is one).
9. Click 'make payment.' the cover has now been amended and your documents are available to view or download.

Still having trouble? Don’t worry, we’re here to help.

If you need to make changes to your policy, such as amending your levels of cover or adding an optional extra to your policy, you can do this online.

1. Log into your AXA account
2. Navigate to the ‘policy details’ section
3. Here, you can choose the cover you’d like to change or add to your policy
4. You’ll be taken back into the quote journey, where you can make any necessary changes and complete your purchase

Our claims office is open Monday to Friday 9am to 5pm, excluding bank holidays, 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.

Our team are happy to help with any queries relating to your business, landlord or van insurance policy. Unfortunately, we’re unable to assist with any queries regarding policies sold via a broker, or policies relating to personal products.

Once you’ve bought your policy, you can access all your documents through your AXA account.

1. Simply log in and select the ‘policy documents’ tab in ‘your policies’
2. Here, you’ll be able to view or print your policy documents and check your cover

Please note: We are only able to provide you with an insurance certificate if you have Employers’ Liability insurance.

Here at AXA, we're no longer sending paper documents unless requested. If you need to see your documents you can view these online or print them at home.

It's easier than ever to view, download and print your own policy documents. If you’re happy to do that, you can access your documents from your account following these simple steps:

1. Create or log into your AXA account
2. On the left-hand side of your screen, select ‘Policy documents’
3. Click on the ‘View’ button beside the document your wish to download or print
4. The document will open in a new tab where you can view, download or print your document

We’re sorry to hear that you won’t be renewing with us. If you’d like to refuse the offer to renew your policy with us, then the easiest way to do this is to set your renewal preferences to manual.

Doing this ensure that once your cover with us comes to an end, your policy will lapse, and you won’t be charged.

You can do this by logging in to your AXA account and follwing the steps outlined here:

1. Once logged into your account, you will see a section titled ‘Your policy renewal status’ near the top of your screen,
2. Here, you’ll see a button labelled ‘Change’, click this button to change your renewal status
3. On the next screen you’ll see the details of your property and your policy number, as well as two buttons below
4. Here you can choose to either ‘Stay on automatic renewal’ or ‘Remove automatic renewal’
5. Click ‘Save new preferences’ to make the change

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

1. 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 – if 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.
2. 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.

If none of your details have changed in the time you've been insured with us, you won't need to get in touch when it's time to renew. However, if there have been any changes during your policy term that may affect your renewal or the cover you have, please get in touch to make us aware.

Need to talk to a member of the team?

If your policy is due to be renewed soon, you might get an email through from us with details about your renewal. You can expect an email from us 25 days before your policy is due to renew, and then again 7 days before.

You can find all the details of your renewal online within your AXA account.

If you’re not sure whether your policy is set to renew automatically, you can check this quickly and easily online. Simply follow these easy steps:

1. Log in to your AXA account
2. Near the top of your screen, you will see a section titled ‘Your policy renewal status’ (see below) which will tell you If our policy is automatic or manual

Our policies are set to automatic renewal upon purchase as standard. But, if you would like to switch to manual renewal, you can do this within your AXA account. Simply follow these simple steps:

1. Log in to your AXA account
2. Near the top of your screen, you will see a section titled ‘Your policy renewal status’
3. Here, you’ll see a button labelled ‘Change’, click this button to change your renewal status
4. On the next screen you’ll see the details of your property and your policy number, as well as two buttons below
5. Here you can choose to either ‘Stay on automatic renewal’ or ‘Remove automatic renewal’
6. Click ‘Save new preferences’ to make the change

Our policies are set to automatic renewal upon purchase as standard. But, if you’ve previously switched to manual renewal, it’s easy to switch back if you change your mind. You can do this by following these few easy steps:

1. Log in to your AXA account
2. Near the top of your screen, you will see a section titled ‘Your policy renewal status’
3. Here, you’ll see a button labelled ‘Change’, click this button to change your renewal status
4. On the next screen you’ll see the details of your property and your policy number
5. At the bottom of the page, you’ll be asked ‘Would you like us to automatically renew your policy?’
6. Choose either ‘Yes’ or ‘No’ then ‘Save new preferences’ to make the change

We’re sorry to hear that you won’t be renewing with us. If you’d like to refuse the offer to renew your policy with us, then the easiest way to do this is to set your renewal preferences to manual.

Doing this ensure that once your cover with us comes to an end, your policy will lapse, and you won’t be charged.

You can do this by logging in to your AXA account and follwing the steps outlined here:

1. Once logged into your account, you will see a section titled ‘Your policy renewal status’ near the top of your screen,
2. Here, you’ll see a button labelled ‘Change’, click this button to change your renewal status
3. On the next screen you’ll see the details of your property and your policy number, as well as two buttons below
4. Here you can choose to either ‘Stay on automatic renewal’ or ‘Remove automatic renewal’
5. Click ‘Save new preferences’ to make the change

Insurance premiums aren’t always easy to understand, and they can increase for a variety of reasons. If you’ve come to your renewal period and noticed thar your price has increased this year, here are few of the most common reasons why this might be.

• Inflationary increases
• You’ve made a change to your policy during your policy term
• You were benefitting from a promotional discount that has now ended

To find our more about the recent changes that might affect our premiums and to learn more about where your money goes, you can check out our premiums change page where we explain these changes in more detail.

Still not sure why your price has increased? No problem, we’ll be happy to help, simply get in touch.

If you need to pay an outstanding balance of premium or a Direct Debit that missed its normal collection date, it’s easier than you think. All you need to do is give us a quick call using the button below and we'll help you get this sorted.

If you’re making a change to your policy that has resulted in a change to your premium, or you’re accepting a renewal with us, then you can change your payment details when making your purchase.

Please note: If you’re not making a change to your policy that requires payment, you can’t change your bank or card details online. In this case, please call us using the number below and we’ll help you get these details changed.

You can pay for your insurance in monthly instalments or in a one-off annual payment using a credit or debit card. We accept:

• Direct Debit
• Mastercard
• Mastercard Debit
• Visa
• Visa Debit

Please note, we do not accept American Express.

We’re sorry you’re considering cancelling your policy with us. Depending on when you plan to cancel your policy, we have different refund policies.

If you’re not happy with your policy and contact us within 14 days of receipt of your documents, you’ll be entitled to a full refund – provided 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 need to cancel after that 14-day period, 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.

Please note, if you’ve made a claim or a claim has been registered against you before you cancel, you won’t be entitled to a refund.

We're sorry, but we can’t complete transactions from outside the UK due to potential general taxation issues that may arise as we aren’t authorised to transact general insurance business outside the UK.

We understnad how frustrating this must be, however we can arrange for your documents to be sent via email, or you can authorise a trusted person to accept renewal or make payment on your behalf.

To do this, please send an email to Landlord.INS@axa-insurance.co.uk stating:

• The person you have authorised
• Your full name
• The policy number
• The first line and postcode of the correspondence address on the policy

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.

If your building becomes unoccupied you must notify us immediately through live chat or by giving us a call.

Unoccupied 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 6pm. Closed during bank holidays. Chats may be monitored and recorded.

Our team are happy to help with any queries relating to your business, landlord or van insurance policy. Unfortunately, we’re unable to assist with any queries regarding policies sold via a broker, or policies relating to personal products.

You can take the value of the insurance policy from the policy schedule which can be found in your AXA account. Please note that the insurance premium does not include VAT – it includes insurance premium tax (IPT). IPT cannot be reclaimed.

If you need a written receipt of payment, please contact us:

Email Landlord.INS@axa-insurance.co.uk

In order to process your query, we need you to include a few key details in your initial email to us. These are as follows: your policy number, full name, date of birth (D.O.B), the first line of your address and your postcode.

Lines open Monday to Friday, 8am to 6pm. Closed during bank holidays. Chats may be monitored and recorded.

Our team are happy to help with any queries relating to your business, landlord or van insurance policy. Unfortunately, we’re unable to assist with any queries regarding policies sold via a broker, or policies relating to personal products.

Yes, we can cover your outbuildings as part of your landlord insurance.

If you have any outbuildings that need to be covered, please make sure that your re-build sum insured includes the cost of rebuilding the outbuildings that you would like to be covered.