Coronavirus information for AXA home 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.

Home Insurance FAQs

Here are the questions we’ve received on home insurance in relation to coronavirus.

My home is affected or unoccupied due to coronavirus
I am now working from home / staying at home more
My personal circumstances have changed due to coronavirus
I have other questions related to coronavirus
I want to contact AXA

My home is affected or unoccupied due to coronavirus

I have been quarantined or am unable to travel home from abroad and therefore my home may be left unoccupied for over the 30 or 60 day limit on my policy. Will I still be fully covered?

Yes – if you have been unable to return to your home as a result of COVID-19, for example due to enforced quarantine, travel restrictions / cancellations or self-isolation, you will remain fully covered under your policy until it is safe for you to return. You do not need to contact us.

However, if you’ve chosen to leave your property unoccupied to stay elsewhere, the unoccupancy limit on your policy will apply. If you’re unsure of what that is, please view your policy documents in your online account.

Due to Government guidelines I am self-isolating at a different address to my home address. Will the belongings I have with me still be covered whilst I’m here?

You would need to have Personal Possessions cover included in your home insurance policy for your belongings to be covered outside of your usual address. You can check whether you have this cover included by checking your policy documents in your online account. If you don’t have this cover and wish to add it, you can also do so in your online account.

Will my home insurance cover the cost of a deep clean to my property should it become contaminated by COVID-19?

No, our home insurance policies do not provide cover for the costs of cleaning a property.

My property has suffered damage (from a fire, flood or other named peril) and it’s uninhabitable. I am self-isolating, so will my insurer help me find alternative accommodation?

Yes, if your property becomes uninhabitable due to loss or damage covered under your policy, we will continue to provide Alternative Accommodation cover.

I am now working from home / staying at home more

I’m now working from home because of the Government advice. Does my home insurance cover me?

Yes - our home insurance policies automatically cover you to carry out office work from home. You do not need to contact us or update your policy.

If you have contents insurance, this includes cover for any office equipment you own and use from home, up to the limit specified on your policy. If you need to check this, you can view the details in your policy documents in your online account.

If your employer has given you equipment to work from home, this would usually be covered under their insurance, so you do not need to add this to your policy.

I’m concerned that there is a higher risk of accidental damage occurring to my contents or my property now I’m at home more. Does my home insurance cover me for this?

Some of our home insurance policies include accidental damage cover as standard, or you may have purchased this as an optional extra. You can check if you have this cover included by viewing your policy documents in your online account. If you don’t have this cover included and want to add it, you can also do this in your online account.

My personal circumstances have changed due to coronavirus

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

No, you don’t need to let us know. We don’t ask for your occupation or employment status when you take out a home insurance policy with us.

My income from my usual occupation has been affected by the impact of the Coronavirus and I have taken up a second occupation. Do I need to make you aware?

We do not need to be made aware of any secondary occupations that you have taken up during this period. If this involves working from home, then you are automatically covered for office work only. Please refer to our FAQ in relation to working from home for more information.

If you continue to work in your secondary occupation or this becomes your primary occupation after the Coronavirus restrictions are lifted, you should inform us to ensure policy information is kept up to date.

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 home insurance policy please contact us on 0330 024 1239. Please note it may take us longer to answer your call than usual.

I am conducting voluntary work to support the national effort in relation to Coronavirus. Do I need to make you aware?

No, if you are wishing to conduct voluntary work for a temporary period to support the Coronavirus crisis, there is no requirement for you to inform us, and we will continue to provide cover in accordance with normal terms and conditions.

I have other questions related to coronavirus

I’m meant to be moving house, but now my moving date has been pushed back. Can I delay a change to my policy?: We’re sorry to hear this. We will be as flexible we can when your circumstances change suddenly and unexpectedly. Please contact us.
I plan to exercise using a bicycle. What cover do I have under my policy?: Cover for bicycles is not included as part of our standard policies. You can check to see if you have this cover included by checking your policy documents in your online account. If you don’t have this cover and want to find out more information or want to add it, you can also do so in your online account.
I have a guest staying with me during Coronavirus lockdown, will their personal possessions be covered whilst they are staying with me?: If your guest has their own home insurance policy, this may cover their possessions away from home while they are temporarily staying at your property. There may be a limit to the cover provided, so they should check their policy wording. If your guest cannot obtain cover via their own home insurance provider, then we will consider cover under the “Visitors personal effects” section of your policy. Cover will be subject to the limits provided.

I want to contact AXA

Can I get a quote for a home insurance policy and purchase it over the phone?: We’ve stopped providing quotes or selling new business home 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 home insurance page.
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 our contact us page. We’ll keep this page updated regularly.
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. Find out how to register your home insurance claim online via your AXA account.

Home insurance and coronavirus (COVID-19)