Coronavirus information for AXA car insurance customers

To keep up to date with the general situation, please read the information the Government is sharing with the public. And consult the NHS website for health advice. We will continue to monitor and update the information as it develops.

Car Insurance FAQs

Here are the questions we’ve received on car insurance in relation to coronavirus:

I am struggling to pay
I am changing my car use
I need to cancel my policy due to coronavirus
I’ve sold my car, or am buying a new one
I am self-isolating / my neighbours are self-isolating
I need to contact AXA
I am having other issues due to coronavirus

I am struggling to pay

I pay for my cover in monthly instalments, and I’m struggling to make the payments. What will happen to my cover?: We understand that it may be difficult to cover your monthly payments if your income has been affected by the coronavirus outbreak. If you have an AXA car insurance policy, please contact us on 0330 024 1229. Please note it may take us longer to answer your call than usual.
I have a security tracker on my vehicle and can’t afford to keep the subscription going in the current circumstances. Will my cover be affected?: In this situation we would advise you to talk to the supplier and see if they will allow a delayed payment. Your cover could be affected if the subscription on your tracker is not kept up to date, and the tracker unit does not respond if your car is stolen.

I am changing my car use

I am not using my car; can I suspend my car insurance?

Unfortunately it is not possible to suspend your policy. If your car is parked anywhere on a road or other public place, it must be insured unless you register your vehicle off the road and apply for a SORN.

Even if you aren’t using your car, your policy still provides cover for damage, fire and theft – all of which could still affect it.

Please let us know if you are worried about payments.

If you decide to declare your vehicle SORN because of the coronavirus situation, and want to cancel your policy, we will waive the cancellation fee.

If I have to drive to work now instead of getting public transport, will my car insurance still cover me?

Yes, we will provide short-term commuting cover. You do not need to advise us or change your cover.

I’m classed as a key worker and I have been advised that I need to use my vehicle for the essential work rather than my work van or company vehicle. Do I need to let you know?

If your work is critical to the national response to coronavirus and you need to use your own car to drive to different locations for work purposes because of the impact of coronavirus, your cover will not be affected. However, please contact us so we can make a note on your policy.

I have registered with the NHS Volunteer Responders (Royal Voluntary Service) / Scotland Cares scheme and will be volunteering as part of the coronavirus response. Am I covered?

Yes we will provide cover for the delivery of goods and medication, and the transport of patients, as part of these schemes during this time. There is no need to change your cover or contact us.

As I’m not using my car, I want to hire it out on a car sharing or hiring website. Am I covered?

No, we don’t cover this. You are only covered if the person driving your car is named on your policy. You can add drivers to your policy via your online account.

If we have to make a payment which we would otherwise not have paid under this policy, we may recover any claim payment from you or from the person who the claim was made against.

I need to cancel my policy due to coronavirus

I’ve cancelled my policy due to coronavirus. Can I restart my policy with you at my current rate once this is over? Will cancelling have any negative effect on my ability to purchase car insurance with you in the future?: Cancelling your policy will not have any effect on your ability to get cover with us in future but we cannot guarantee that your premium will be the same as it was when you took out or renewed your original policy. Our premiums are reviewed regularly to ensure they are competitive so the best way to find out is to get a quote with us.
I’ve cancelled my policy due to coronavirus. Do I need to declare my car SORN? Do I still need to tax it?: If you have cancelled your policy due to Coronavirus you can only declare your car SORN if it is kept off the road. You will still need to tax and insure your car if it is parked on the road even if you are not using it.
Will I still earn my no claims discount if I cancel my policy in the middle of the year?: You will still be provided with proof of your no claims discount however as you will not have completed a full year this will show the no claims discount earned at the beginning of the year.
If I cancel my policy, can I transfer my no claims discount to my other vehicle with AXA?: It is possible to transfer your no claims discount to most types of vehicle insured with AXA if it has not already been used on that vehicle (mirrored). The other policy must also be in your name or the name of your spouse or partner and cover a car or van.
Will you send me proof of my no claims discount after I cancel?: Yes you will be provided with proof of your no claims discount following cancellation, however as you will not have completed a full year this will show your no claims discount earned at the beginning of the year.

I’ve sold my car, or am buying a new one

I’ve ordered a new car but the garage has delayed collection / I’ve already sold my existing car and changed my policy. What should I do?: Please contact us to discuss if there is a short delay in picking up your new car, as we can keep your policy running until you collect it.
I was due to part-exchange my car this week but the garage have delayed this – I have already processed the change of vehicle on the policy – what do I do?: Please contact us as we may be able to change the policy back, if you still have your old car.
I’ve sold my car and was due to pick up another car but am unable to do this as I’m self-isolating. What should I do?: Please contact us to discuss if there is a short delay in picking up your new car, as we can keep your policy running until you collect it.

I am self-isolating / my neighbours are self-isolating

If I have to self-isolate and need someone to drive my car to the shop to pick up supplies for me, will they be insured?

If the person who is helping you has car insurance that includes a 'Driving Other Cars' section and they use your car with your permission, they can drive your car. However, they will only get third-party cover.

If you have comprehensive insurance and want to ensure that damage to your own car is covered when someone else uses your car, you should add the other driver as a named driver to your own policy. You can do this yourself in your online account.

I’m helping my neighbours who are self-isolating by delivering food and medicine to them / I am part of a voluntary organisation or community group that is delivering food to help people who can’t leave their homes. Does my car insurance cover me for this?

Yes, your car insurance covers you for this, as long as you are not being employed to deliver food or medication, there is no element of profit involved and you aren’t using your car in connection with a fast food delivery business. You do not need to advise us or change your cover.

Can I drive my neighbours’ car to its MOT as they are self-isolating?

Check your insurance certificate. If section 5 says ‘The policyholder only may also drive a car not owned by them or hired to them under a hire purchase agreement and which is not used in connection with the motor trade provided’, you are covered to drive their car. However you will not be covered for any damage caused to the car itself. You should also make sure there is an insurance policy in force on the car and that you use the car for the purposes shown in your certificate. You cannot use this cover to release your neighbour’s car if it has been impounded by the police.

If your certificate does not allow driving other cars you may be able to add your neighbour’s car to your policy as a temporary car via your online account.

If neither of these options are available, your neighbour may be able to add you on their policy as a temporary driver.

I’m self-isolating and cannot tax my vehicle online. What should I do?

If you are unable to access the internet to tax your vehicle, we would advise asking a friend or relative to help you do this. You will need to provide them with the V11 reminder document or V5C log book to do this.

I’ve had to move away from my normal address because other household members are self-isolating, and I can’t. Do I need to let you know my new temporary address?

You don’t need to change your address, but please contact us so we can make a note of the temporary address on your policy.

I need to contact AXA

Have your opening hours changed?: As part of our response to coronavirus, we’ve had to reduce our opening ours across our customer service and claims teams. This may mean that some of the opening hours listed in your insurance documents are now incorrect. For the latest opening hours across our different teams, please check on our contact us page. We’ll keep this page updated regularly.
I need to email you. What information should I include?: If you need to email us, please include your full name, first line of your address, postcode, policy number and date of birth so we can help you more quickly.
I need to make a change to my policy and can’t get through to you. What should I do?: We’re experiencing very high call volumes at the moment. You can make most changes to your policy online yourself, in your AXA account.
I need to make a claim and can’t get through to you. Can you help?: We’re experiencing very high call volumes at the moment. Please use our online car insurance claim service where possible.
Can I get a quote for a car insurance policy and purchase it over the phone?: We’ve stopped providing quotes or selling new business car insurance policies over the phone. This is so our teams can prioritise serving existing customers. If you’d like to get a quote or purchase a new policy, please go to our car insurance page.

I am having other issues due to coronavirus

If I have an accident, will I be able to have my car repaired or replaced?

Our main priority is to make sure our customers can continue to have their claims handled and paid in this challenging environment. Given the disruptions to international transport and manufacturing because of coronavirus, it may take longer to get the necessary parts to repair your car.

I’m stuck abroad and I’m going to go over my foreign use limit allowance. Will I be covered?

Yes you will still be covered. If you are unable to return to the UK within the time limit provided on your policy because of the current travel restrictions due to coronavirus, we will extend your cover until you’re able to return home.

I can’t arrange my car MOT because of coronavirus. Will my insurance be affected?

If your MOT is due up to and including the 29^th March 2020

If you are not self-isolating, you need to book your MOT test at any open test centre. MOT centres and garages are still allowed to stay open. If you’re not self-isolating or classed as extremely vulnerable, you still need an MOT to make sure your vehicle meets road safety and environmental standards.

If you or someone you live with has symptoms of coronavirus you should book an MOT test after your period of self-isolation is over.

If you are extremely vulnerable from coronavirus, you must not take your vehicle for its MOT. For people in this situation, the Department for Transport is working with insurers and the police to make sure you are not unfairly penalised for not being able to get an MOT. We will keep this section updated when we know more.

If your MOT is due after the 30^th March 2020

The government has announced that from Monday 30th March, it is granting a 6-month exemption from MOT testing for drivers whose MOT date falls within that time period. You can find more detailed information on the Government website. This will continue until confirmed otherwise.

You must keep your vehicle in a roadworthy condition. Drivers can be prosecuted if they drive an unsafe vehicle.

My driver awareness course has been cancelled, how will this affect my policy or renewal?

This will not affect your policy or renewal. We do not record speed awareness courses on your policy as these are not treated in the same way as a motoring conviction.

I’m having trouble getting proof of my no-claims discount from my previous insurer. What should I do?

Please check your renewal documents from your previous insurer as the number of years No Claims Discount may be included on them.

I have to have a non-emergency operation for a condition that affects my ability to drive, however this operation has been postponed to free up beds. What should I do?

Please speak to your GP and check if you should continue to drive. Please contact us if you are advised not to drive.

I have become unemployed or furloughed as a result of coronavirus. Do I need to tell you?

If you become unemployed or are furloughed by your employer as a result of coronavirus you do not need to contact us to update your employment status. If you continue to be unemployed once the UK Government restrictions on movement / working have been lifted, you will need to update us.

Car insurance and coronavirus (COVID-19)