Making a personal motor insurance claim
How to contact us
If the policyholder has been involved in an incident please contact our claims team who will immediately take action to help you.
If you decide to contact us by telephone we will:
- Take details of the loss or damage caused as well as details of anyone else involved
- Where policy cover applies, Instruct an approved repairer to contact the policyholder if necessary
- Provide you with details of the dedicated claims handler and their contact information
What information do we need to register the claim?
In order to successfully register the claim and allow us to commence any additional enquiries we need to follow-up on, we require the following information at the time of reporting the claim:
- Policy / Certificate number
- Accident Date
- Accident location and circumstances
- Vehicle registration number
- Driver’s details including date of birth (if driver is not the policyholder)
- The date the driver passed their driving test
- The vehicle registration number of any other vehicles involved (if applicable)
- The details of any other party involved (if applicable)
- The details of any witnesses (if applicable)
When you need to make a Glass Claim
AXA has appointed Autoglass to be its recommended provider of vehicle glass services.
Autoglass can repair or replace most types of glass on most vehicle makes and models and operate a ‘repair first’ philosophy. This means that whenever possible, they will repair the windscreen rather than replace it with a new one, saving time, money and the environment.
All Autoglass technicians are ATA trained at its national Skills Centre, which is accredited by The Motor Insurance Repair and Research Centre (Thatcham).
How to contact Autoglass
- Autoglass are available via the telephone on 0800 363 636 or via the internet at
- Autoglass will arrange a mutually convenient time and place to carry out the repairs or replacement.
- Autoglass will collect the excess (shown on the policy schedule) and VAT (if applicable) from the driver.
- Autoglass will send the remainder of the invoice directly to AXA for approval and payment.
AXA use a specialist provider to manage our motorcycle claims. The provider is 4th Dimension. They are at the forefront of motorcycle repair providing innovative solutions to manufacturers and racing teams.
Our customers will receive a high level of service from a specialist in this niche market with the ability to answer any technical questions about cover and immediate fulfilment of the claim.
If you need to register a motorcycle claim with us, please call 0345 608 0230 selecting option 2 and then option 2 again.
The provider will also offer an online claims tracking facility, removing any duplication and ensuring that you and the policyholder have an up-to-date position of the claim and repair.
When can you register a claim?
You can contact us any time. We are available 24/7 in the event that you need to report a claim. This can be done using the telephone or online.
It is important that we are notified of an incident as soon as possible due to the Ministry of Justice Reforms (see below) and therefore, if your policyholder reports the claim to us direct, we will provide you with the full details of the claim.
Why the Ministry of Justice (MOJ) reforms have affected the speed by which we need claim notification.
On the 30th April 2010, the Ministry of Justice (MOJ) reforms for low value personal injury claims arising from a road traffic accident came into force.
The new process for these claims is to deliver a fair compensation to an injured claimant as soon as possible at a more realistic cost. At the moment, the reforms apply to claims with an expected value of between £1,000 - £10,000. There is no age limit so cases involving children will be included.
The following scenarios are excluded from the MOJ reforms:
- Claims involving Employers Liability and/or Public Liability
- Claims where the Claimant or Defendant is deceased
- Claims where the Claimant is bankrupt
- Claims where the Claimant or Defendant is a protected party
- Contributory negligence other than not wearing a seat belt
- MIB untraced drivers agreement cases
Once a claim has been submitted by the Claimant’s solicitor, we have 15 business days to either:
- Admit liability
- Admit liability but allege contributory negligence
- Deny liability
The big challenge for you and AXA is to ensure that a claim is reported as early as possible. This will allow us time to make any liability investigation pending receipt of an injury claim, prior to the commencement of the 15 business days whereupon we need to make one of the three decisions shown above. In order to comply, we need prompt registration of any claim.