Step one: Before getting in touch with us:

Before you get in touch with us, there are a few things that you can do to minimise the severity of the claim and prepare for the next steps.

For example:

  • Do what you can to prevent any further damage and reduce risk of worsening the claim
  • Don’t discuss or try to settle a claim before you’ve spoken to us
  • If the damage was caused maliciously or intentionally (e.g. by thieves or vandals), make sure you contact the police immediately to report the crime and get a crime reference number
  • Consult your policy documents as these will contain the terms and conditions relevant to your policy, and will help you find out what you’re covered for and what excess will be payable

Step two: What we'll ask for when you make claim

When you get in touch with us, we’ll ask you for some details. Having these details ready ahead of time will help make the claims process much easier and allow us to help you faster.

Here’s what we’ll as for:

  • Your personal details
  • Your policy number, if possible – you can find this in your AXA account if you don’t have it to hand
  • Any details relating to your claim
  • A crime reference number, if the loss or damage was caused maliciously
  • Any supporting evidence you can provide, such as photos or the damage, police reports, etc

    Step three: Getting in touch to make a claim

    When an accident happens, it’s vital that you tell us about a claim as soon as possible. Likewise, if you find yourself in a situation that you think could potentially turn into a claim, make sure you contact us in plenty of time. That way our claims specialists can talk through your concerns with you and help you decide on the best course of action going forward.

    To tell us about you claim and help us deal with it as quickly as possible, there are a few options available to you:

    What would you like to contact us about?

    Step four: Let us handle the rest

    We know that waiting for the outcome of a claim can be stressful, that’s why we do everything we can to process your claim and get things back to normal as quick as possible.

    We’ll make a point of talking you through next steps and outlining how the process will progress past your first contact.

    We want to give you as much clarity as we can when it comes to the claims process, whether that’s a quick resolution or keeping you informed about any delays or unsuccessful claims.

    Once you’ve called us, we’ll:

    • Register your claim
    • Give you a claim number to quote when get in touch with us
    • Talk you through the claims process, including confirming what you’re covered for
    • Arrange the next steps

    Making claims clearer

    Here at AXA we’re committed to making our claims process as simple and clear as possible. Payments for successful claims will be in your bank account within 2 hours of being authorised. We also have UK claim offices that are there for you 24/7, 365 days of the year to support you in your time of need.

    Why are some landlord insurance claims rejected?

    Like the rest of our policies, our landlord insurance policies include certain conditions and requirements that you’ll need to meet. To give you a bit more context, here are some of the most common reasons claims are unsuccessful. So that you can do your bit to ensure they don’t happen to you.

    We may refuse your claim if:

    • You don’t make a ‘fair presentation of risk’ to us. This means that you’ll need to tell us everything that might influence our decision to insure you, whether it has happened before the start of your policy, or if something has change during your time insured
    • You haven’t informed us of changes in the tenancy/occupancy of the property
    • The damage that has been caused to your property was caused by gradual deterioration or wear and tear
    • Your property hasn’t been kept in good condition, or the damage has occurred over time as a result of a lack of proper maintenance
    • You haven’t complied with the conditions laid out in your policy

    Contacted by a fraudster or fallen victim to a scam?

    Report this to us right away and we’ll take it from here and let you know what to do to stay safe.

    *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.

    Underwritten by AXA Insurance UK plc. Terms, conditions, eligibility and exclusions apply.