AXA Connect

Making a commercial property insurance claim

How to contact us

If the policyholder has an incident or claim they need to report to us, then please contact our claims team who will immediately take action to help you.

Claim notification guidelines

The information required for us to register a claim and assist us in adopting our One and Done claims process:

General

  • Policy number quoted on the policy schedule
  • Name and address of Policyholder
  • Full address of loss (Including flat number / unit number)
  • Trade / Description of business
  • Description of premises (Including construction type if known)
  • Full circumstances of loss
  • Date & time discovered
  • Who discovered the loss
  • Full details of nature and extent of the loss together with the dimensions of damage and/or supporting evidence of loss (e.g. estimates for repair, original purchase invoices etc)
  • Estimated value of the loss
  • Policyholder’s VAT Status
  • Has the Policyholder’s ability to trade been affected?
  • Is the property still habitable?
  • Date & time the premises were last occupied
  • Is the Policyholder responsible for any loss under the terms of their lease?
  • If we select the claim to go through the one and done process and we settle by cheque, whom should the cheque be payable to?
  • If we select the claim to go through the one and done process and we settle by Electronic Funds Transfer (EFT) we will need the account name, number and sort code.

In addition to the above, for specific types of claim, we will also require the following:

Theft

  • How the perpetrator got into the property?
  • How the perpetrator left the property?
  • Was there evidence of forcible and violent entry / exit to the property?
  • Has the incident been reported to the police? We  will need the date & time reported together with the crime reference number  provided.
  • If there are warranties on the policy (e.g. alarm  clause, minimum security standards) we will need evidence that they have been adhered to.

Fire

  • Where was the fire? (Which building and where in  the building)
  • What caused the fire? (Please preserve the evidence. Do not let the supplier or manufacturer take it away)

Storm

  • What brought the problem to the Policyholder’s attention? (What did they notice and when?)
  • What part of the building is damaged?
  • What is the construction / age of the roof?
  • Is water getting into the property? (If so, how  much and where?)
  • What is the extent of any internal damage?

Escape of water

  • What caused the escape of water?
  • Where is the escape of water within the building?
  • Has the leak been repaired?
  • Is there a potential of recovery against a negligent party or faulty piece of equipment? (e.g. leaking washing machine,  newly installed boiler. If so, tell the Policyholder to preserve the evidence and not to allow the supplier or manufacturer to take it away).
  • Details of any negligent party.

Impact

  • Is the building structurally sound?
  • Does the Policyholder have the identity of any third party?
  • Can the third party be identified via police involvement etc?

Malicious damage

  • Is the Policyholder sure that the damage is malicious and not theft related?
  • Have there been any similar previous incidents?
  • Have the perpetrators been identified and if so, have their details to hand?
  • Have the relevant warranties been complied with?
  • Are the premises now secure?
  • Time & date the police were notified and the  crime reference number

Personal Accident

  • The Policyholder’s usual occupation
  • Full details of how the injury was sustained
  • Did the accident occur during the course of their employment?
  • What is the exact nature of the injury?
  • Check whether there is any excess (It is usual for there to be a time excess of 7 or 14 days)
  • Check for any policy endorsements that exclude  certain types of injuries or parts of the body

Goods in Transit – Haulier

  • When were the goods picked up and where from?
  • Where was the destination (UK or abroad)?
  • Was the damage caused in transit? If not, where and  by whom?
  • Who is making the claim?
  • We will require a copy of the consignment note to  prove the type of goods carried, the destination and if signed, proof of delivery.
  • If there is no consignment note, we will require  the collection and delivery note. If this is removals, we will require the quote for removal.
  • Who carried the goods (Insured or sub-contractor)?  If sub-contractor, we will require their details.
  • Were there any conditions of carriage (e.g. RHA,  CMR) and if so, were the conditions brought to the attention of the customer.  If they were, how was this done?
  • What vehicle was being used – Make, model and  registration number?
  • If the policy has unspecified vehicles, what is the  turnover?
  • Does the carrier have a valid operators licence?
  • A description of the goods being carried
  • Have the Police been notified? If so, we will need  to know where, when and the crime reference number.
  • What was the value of the goods and how can this be substantiated?
  • Where are the goods now and do they have any salvage value?

Goods in Transit – Own Goods

  • When were the goods picked up and where from?
  • When was the loss discovered and by whom?
  • Who carried the goods (Insured or sub-contractor)?  If sub-contractor, we will require their details.
  • What vehicle was being used Make, model and  registration number?
  • A description of the goods being carried.
  • A description of the loss or damage.
  • What is the value of the goods and how can this be substantiated?
  • Where are the goods now and do they have any salvage value?

Goods in Transit – Sendings

  • When were the goods picked up and by whom?
  • Who carried the goods?
  • When was the loss discovered?
  • Under what conditions of carriage were the goods  being carried?
  • Has a claim been made against the carrier and if so, has compensation been received?
  • A description of the goods,
  • The damage to the goods
  • The value of the goods and how this can be substantiated.
  • Had the goods been sold to a customer?

Business Interruption

  • Will there be a loss of turnover or revenue (e.g.  will orders or appointments be delayed rather than lost)?
  • How has the production or turnover been affected?
  • What is the extent of the loss (e.g. loss of  takings / reduction in turnover)?
  • Does the estimated loss include VAT?
  • How has this been calculated?
  • What does it include?
  • What is the annual turnover?
  • What is the rate of gross profit?
  • Is the loss based on an exceptionally busy period that will not be repeated during the indemnity period?
  • Has anything extra been spent to save a loss of  turnover (Increase cost of working)?
  • Have there been any savings as a result of the interruption?
  • We will require the last set of profit and loss  accounts (To establish the rate of gross profit)
  • Details of takings eight weeks before and after the incident and the same period last year.

Subsidence

  • All potential subsidence claims will be  investigated by our appointed loss adjusters
  • All relevant information will be obtained during  the course of the investigations.
  • It should be noted that on a large number of cases,  following investigation, cracking in buildings is not subsidence related

This guide is for assistance purposes only and  further information may be required depending on the individual circumstances  of the claim.

At AXA we take fraud very seriously as we don't believe genuine customers  should pay increased premiums to account for the actions of fraudsters. If you  want to make us aware of anything please visit our Fraud area.