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  • Making a claim

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  • Making a shop insurance claim

    We’re here for you when you need us most

    We know that no one wants to make a claim or deal with the hassle that goes with it. But our professional support and award-winning claims service* can help make a difficult situation a lot easier – at a time you need it most.

    So whether a customer has slipped on a wet floor as they’re leaving your premises, or you arrive at work to find someone has smashed your shop window, our fast response and clear guidance will help get you back on your feet.

  • At AXA, we settle 20% of all property claims within 24 hours and spend more than £2 million per day on claims. And depending on the extent of the damage, we may appoint independent claims specialists to help guide you through the claims process.

    To make sure we can deal with your claim as quickly and clearly as possible, call us on 0345 600 2715** or email for property claims or for liability claims.

  • Making claims clear

    At AXA, we understand we have a responsibility to be much clearer to our customers. So we want to explain some of the most common situations where a claim might not be paid – to help ensure this doesn’t happen to you.

    Like most insurers, we only cover theft involving ‘forcible and violent entry or exit’ to your premises. That means if someone just walks in through an open door and takes something, without any violence or threat of violence, there’s no cover for the theft. That’s because shops and commercial premises by their nature are vulnerable to shop lifting and petty theft.

    Depending on the nature of your business, its location or the sums insured, we may have agreed to provide cover for your business on the understanding that you agree to comply with certain requirements.

    This might include security measures, which will be detailed in your policy. If you’ve agreed to comply with these requirements but don’t actually meet them, you may find that your claim won’t be paid.

    It’s important that you properly calculate the value of your stock, contents or buildings rather than just estimating them. This value (the sum insured) is the maximum amount we’ll pay in the event of a claim, regardless of the circumstances.

    Remember that all sums insured should be regularly reviewed and kept up to date – as you may receive a reduced claims settlement payment if you’re underinsured.

    If you’re unsure about any aspect of your shop insurance policy, you can read and download the policy summary and policy wordings.


    If you’re VAT registered, you’ll be able to reclaim VAT in the normal way on any invoices associated with your claim, so any settlement we make will exclude VAT.
  • Track your claim online

    Once you’ve made your claim, you’ll be able to track the whole thing from start to finish online using our real-time claims tracking tool.

    Available via desktop, tablet and mobile, you’ll have 24/7 access to all the claims you have in progress, and all the key information you need, including liability decisions, payment and settlement details.

  • Make a claim

    Before you make a shop insurance claim, you should take all reasonable steps to prevent further loss or damage, recover lost property, ensure the building is secure and minimise the claim.

    Find out what else you should do before you make a claim on our business insurance claims page.

    To make sure we can deal with your claim as quickly and clearly as possible, call us on 0345 600 2715,** or email for commercial property claims or for liability claims.

  • *Our claims team have won leading industry awards at the British Insurance Awards 2012, The Claims Awards 2012, CII Public Interest Awards 2015 and The British Insurance Awards 2015.

    **Our claims office is open Monday to Friday 9am – 5pm, 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.

  • Find out more

    Your policy details

    Your policy details

    Find out all you need to know about our shop insurance cover by reading and downloading the policy summary and policy wordings.

    Shop insurance to meet your needs

    Shop insurance to meet your needs

    Whether your shop is online or on the high street, we’ve got you covered with our affordable shop insurance for retailers.