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  • Personal insurance contact page

    Making a change to your policy?

    Make it in your AXA account.

     

    Frequently asked questions:

    Car Insurance FAQs

    The simplest way to prove your No Claims Discount, if we've asked you to, is to send us your renewal invitation from your previous insurer – providing it meets the criteria shown in the next section.

    Alternatively, you can ask your previous insurer to send you proof of the No Claims Discount you have earned. This is a service they are obliged to provide for you.

    What you need to send us

    Your proof of No Claims Discount must:

    • show your name as the policy holder
    • show the number of years No Claims Discount you are entitled to
    • be issued by your previous insurer in the UK
    • be earned on a private car, company car, fleet vehicle, motorbike or mobility vehicle
    • be less than 24 months old if earned on a private car
    • show the expiry date of your previous policy
    • be earned on a UK or EU licence
    • not be currently used to insure another vehicle.

    You must be over 22 if you have earned No Claims Discount on a motorbike. If you have earned your No Claims Discount driving a company car, your proof must be on your company letterhead, signed by a director of the company or the fleet manager, and be less than 6 months old.

    Please do not send us your Certificate of Motor Insurance as you may need this for future reference.

    How you can send us your proof of No Claims Discount

    You can e-mail your proof to ncd@axainsurance.com

    Please make sure your AXA car insurance policy number is indicated in the e-mail.

    You can fax your proof to us on 0330 024 1261

    Please write your AXA car insurance policy number on the proof before you fax it to us.

    Calls may be monitored and recorded.

    You can post the original document to AXA Insurance, PO Box 925, 9 Fudan Way, Stockton on Tees, TS19 1NL.

    Please write your AXA car insurance policy number on the proof before you post it to us. We won’t be able to return your proof so you may want to take a copy for your records first.

    What happens when you send us your proof of No Claims Discount when we've asked you to?

    Your proof will be checked and used to validate your insurance

    We will send you a confirmation email within 3 working days of checking your proof – you don’t need to call us to see if we’ve received it!

    We will also display the information in your AXA Account.

    What happens if you do not send us proof of No Claims Discount

    We will send you e-mails and letters to remind you to send us your proof

    Your No Claims entitlement could be reduced which will increase the cost of your car insurance

    You will be liable to pay an admin fee as stated in the terms and conditions

    You could be at risk of a claim being delayed or settled on a third-party only basis

    We may no longer be able to insure you.

    We reserve the right to charge an admin fee of £10 should a change or correction be made to your policy by a member of our team. This includes reduction of NCD entitlement.

    If you have difficulty proving your No Claims Discount

    You can email us at ncd@axainsurance.com. We’ll give you the help we can.

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    Yes, you can change the car or car details on your policy using your AXA Account.

    Simply login and select the 'change' link next to where your car is listed and follow the instructions.

    Please remember to keep all your details up to date because your cover could be affected if anything isn’t correct.

    Changing your details could result in your insurance premium rising or going down. You can make changes with no admin charges yourself online.

    Cover for driving other cars is not available for everyone; for example we can’t provide this cover extension for drivers under 25 and certain occupations.

    You must check Section 5 of your car insurance certificate. If we will cover you to drive other cars it will include this sentence:

    ‘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’

    Before driving someone else’s car, you must have the owner’s permission and their car must have valid insurance already. You can only use the car in the UK for the purposes stated on your certificate.

    The extension to drive other cars only applies to the policyholder and NOT named drivers. It only provides cover for third party damage or injury, and NOT fire, theft or accidental damage.

    Only cars are covered by this extension – you are NOT insured to drive vans, buses and minibuses, other commercial vehicles, quadbikes or motorcycles of any description.

    If you intend to drive another car regularly, adding it as a temporary additional vehicle in your AXA Account will increase the cover from third party only.

    Please remember to keep all your details up to date because your cover could be affected if anything isn’t correct.

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    We’re sorry if you no longer want to insure your car with AXA. Depending on when you want to cancel your car insurance, there are different things you need to do:

    If you want to cancel AFTER you’ve been sent your renewal invitation:

    Your renewal invitation includes details on what you need to do if you don’t want to renew your car insurance. You can also log in to your AXA Account to find out how you can decline your renewal.

    If you want to cancel BEFORE you’ve been sent your renewal invitation:

    You will need to contact our help team on 0330 024 1158*. Cancellations before a renewal invitation has been sent can only be made over the phone.

    Find out more about cancellations and refunds

    No refunds will be due if a claim has been made against the policy.

    In accordance with the Road Traffic Act 1988 when a policy is cancelled you must declare that you will return or destroy all copies of the Certificate of Motor Insurance relating to your policy (whether held in paper, electronic, digital or any other format). Upon cancellation you will need to confirm that you will do this within the next 7 days.

    Please note: From 2011, continuous car insurance is a legal requirement.

    Find out about Continuous Insurance Enforcement

    *Lines are open Monday to Friday 8am to 8pm, Saturday 9am to 5pm, Sunday and bank holidays 10am to 4pm. Calls may be monitored and recorded.

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    Yes, if you are eligible for business use you can choose it when you first get a car insurance quote or add it to your cover at any time using your AXA Account - simply select 'Social & Business' as your answer to 'Use of vehicle'.

    To add business use while you’re insured you will need to:

    • Log in to your AXA Account using your username and password
    • Within the ‘Policy Details’ section go to ‘Car Details’
    • Select ‘Change’
    • Enter the date you wish the change to start and select ‘Continue’
    • On the next page select ‘Change other car details’
    • Under ‘Use of Vehicle’ the option for ‘Social & Business’ will be available from the dropdown provided you are eligible
    • Select ‘Continue’.

    There are a few conditions:

    • You must select the correct class of vehicle use and check that your insurance certificate shows that you have business use
    • Business use is restricted to driving for your business or the business of your spouse, civil partner or partner.

    You will only be able to select business use if you qualify for this cover. Some occupations will not be covered. A number of the more common exclusions are listed below, but this is not a comprehensive list.

    • Housewife or Househusband
    • Motor Trader
    • Unemployed

    Please remember to keep all your details up to date because your cover could be affected if anything isn’t correct.

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    Home Insurance FAQs

    You can change your address yourself using your 'AXA Account'.

    Select the policy you would like to update, then click on the 'change' link next to your address

    Enter a start date for the change, then enter your new house name/number and postcode

    Select 'continue' and follow the on screen instructions

    It takes up to 48 hours for any changes to show on your policy.

    Please remember to keep all your details up to date because your cover could be affected if anything isn’t correct.

    Changing your details could result in your insurance premium rising or going down. You can make changes with no admin charges yourself online.

    You can make changes to your insurance 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 and there are no admin charges when you make changes yourself online.

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

    First click the ‘Log in to My AXA Account’ button in the ‘Existing customers’ section near the top right of most web pages. Or you can simply log in to your AXA Account here.

    Next type in your email address and the password you chose when you arranged your insurance – or click the help link on screen if you can’t remember.

    When you’ve logged in, pick the policy you need to update, click the details you want to change and follow on 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.

    If you have any problems making the change yourself, you can call our help team on 0330 024 1158*.

    *Lines are open Monday to Friday 8am to 8pm, Saturday 9am to 5pm, Sunday and bank holidays 10am to 4pm. Calls may be monitored and recorded.

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    We’re sorry if you no longer want to insure your home with us. Depending on when you want to cancel your home insurance, there are different things you need to do.

    If you want to cancel AFTER you’ve been sent your renewal invitation:

    Your home insurance renewal invitation includes details on what to do if you don’t want to renew. You can also log in to your AXA Account to find out how to decline your renewal.

    If you want to cancel BEFORE you’ve been sent your renewal invitation:

    You will need to call home insurance customer service. Cancellations before a renewal invitation has been sent can only be made over the phone.

    All your documents are stored in a safe and secure area of our website. To view or print your policy documents, simply go to axainsurance.com and log in to your 'AXA account'. It's all there waiting for you.

    Buildings insurance covers the structure of your home and its outbuildings, along with any permanent fixtures and fittings like kitchen units and bathrooms.

    It covers the cost of repairing or re-building your home if it's damaged by flood, fire or any of the other risks detailed in the policy.

    AXA buildings insurance also includes property owner's liability cover.

    I would like a buildings insurance quote

    Travel Insurance FAQs

    Yes you do, and AXA has made it easy for you to do so. If you have an existing medical condition, simply answer a few quick and confidential questions during our quote process and we should be able to offer you a quote which covers you and the conditions you have declared. So you can feel confident with AXA insurance on your trip.

    Claims relating to any conditions not declared to us will not be covered.

    You can find out more about the cover options available to you by reading our policy summary and booklet.

    I would like a travel insurance quote

    Emergency medical assistance from abroad

    If anyone insured under your travel policy has an illness, injury or accident and you need to make a claim for costs which you think will be over £300, you need to call our emergency medical helpline on +44 (0)1737 815626. Lines are open 24 hours a day, every day. Call charges from outside the UK may vary.

    Travel claims which do not require immediate medical support can be made when you return to the UK.

    All travel claims (except legal expenses)

    Contact our UK based travel team within 31 days of the incident on 0330 024 1308^. Lines are open Monday to Friday 9.00am to 5.00pm.

    You can also register your claim online from anywhere in the world – simply log in to your online account and follow the simple steps on the claims page.

    Legal expenses travel claims

    To make a claim for legal expenses, call 0330 024 1309^ if you have chosen this cover option. Lines are open Monday to Friday 8.30am to 7.00pm and Saturday 9.00am to 5.00pm, Sundays and bank holidays closed.

    You’ll need to let us know your policy number and a description of the incident – giving us as much useful information as possible will help us to process your claim quickly and efficiently.

    ^Calls may be monitored and recorded.

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    If you’re buying travel insurance for Europe, AXA will also cover you in some non-European countries with a Mediterranean coastline.

    The countries we define as Europe are:

    Albania; Andorra; Austria; Belarus; Belgium; Bosnia and Herzegovina; Bulgaria; Canary Islands; Channel Islands; Corfu; Corsica; Crete; Croatia; Cyprus; Czech Republic; Denmark; Egypt; Estonia; Finland; France; Fuerteventura; Germany; Gibraltar; Gozo; Gran Canaria; Greece; Hungary; Ibiza; Iceland; Irish Republic; Italy; Kos; Lanzarote; Latvia; Liechtenstein; Lithuania; Luxembourg; Macedonia; Madeira; Majorca; Malta; Menorca; Moldova; Monaco; Montenegro; Morocco; Netherlands; Norway; Poland; Portugal; Rhodes; Romania; Russia (West of Ural Mountains); San Marino; Sardinia; Serbia; Sicily; Slovakia; Slovenia; Spain; Sweden; Switzerland; Tenerife; Tunisia; Turkey; Ukraine; Vatican City.

    Yes, it is possible to upgrade or change certain aspects of your travel policy. You can do this yourself in your AXA Account online. There’s no need to call. It’s the easy way to make changes with no administration charges.

    If you’ve bought single trip travel insurance you can adjust your cover in your AXA Account before you travel. If you’ve chosen annual multi-trip travel insurance, you can make changes online any time you wish.

    Some changes may affect the cost of your travel insurance, but as there’s no administration fee if you make the adjustment online you save money by using My AXA Account.

    Upgrade your policy in your AXA Account

    Please remember to keep all your details up to date because your cover could be affected if anything isn’t correct.

    AXA’s travel disruption cover gives you the peace of mind you need if unexpected events like a volcanic eruption or a sudden strike disrupt your holiday. With this valuable protection you can claim back unrecoverable costs up to £5,000, depending on the level of cover you’ve chosen, after a delay of at least 12 hours.

    I would like a travel insurance quote

  • phone iconCall us:

    Still have a question? Clicking the product name below will show you a list of contacts to choose from:

    Car Insurance

    It's helpful to have your policy number handy when you call

    Claims

    phone icon0330 024 1305

    +44 1892 502799 (from abroad)

    Lines open: 24 hours a day, every day to log a new claim. To discuss an existing claim, the AXA claims team can be contacted Monday to Friday 8am to 5pm (Saturdays, Sundays and public holidays closed). Emergency support is available at all other times.

    Windscreen repair

    phone icon0330 024 1306

    Lines open 24 hours a day, 7 days a week.

    Home Insurance
    Travel Insurance