Our service proposition

Our service includes:

  • Highly skilled claims technicians, most with a CII qualification
  • Dedicated teams and handlers that offer case ownership from notification to settlement
  • A proactive approach to claims settlement including active use of mediation and rehabilitation services
  • Award-winning claims investigation team that offers national coverage and provision of risk improvement advice to customers on-site
  • External partnerships with trusted and dedicated loss adjusters on third party property damage claims.

Liability claims offering:

Notification of Claim

  • Notification by email or phone
  • Flexible notification process


  • External Partnerships with Solicitors
  • Rehabilitation
  • Mediation

Claims Handling

  • Case Ownership
  • Expert Claims Handlers

    Use of In House investigators

    • In-house claims investigations team for on-site investigations
    • Provision of risk improvement advice to customers on-site
    • Broker/customer option to attend investigation visits
    • Post investigation broker call to discuss liability

    Supply Chain

    • External partnerships with dedicated loss adjusters


    Making a liability 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

    Our research has shown that, on average, the delay in notification of a liability claim is approximately 6 months.

    In many cases, such delays result in missed opportunities which can have a significant effect in reducing the cost of the claim.

    For example:

    • Being unable to collect detailed witness evidence due to memory fading over time, initiating a rehabilitation expert at an early stage
    • No opportunity to view damage on property cases and
    • Contract documentation not being available

    Therefore, any incident that displays the following characteristics should be notified to AXA immediately:

    Where a claim has been received - Injury and Property Damage

    • Incidents involving a formal claim against the policyholder
    • In all cases, the incident should be notified immediately to AXA

    Where a claim has not been received - Injury

    • Claims involving injury to employees or third parties

    Incidents that include any of the following are, in our experience, likely to lead to a formal claim and should be notified immediately:

    • Injury involving absences from work of 7 days or more (including weekends and bank holidays). This is in line with the RIDDOR reporting criteria.
    • Injury to a minor* excluding trivial bumps and bruises not requiring professional medical treatment.
    • Head injury excluding trivial bumps and bruises not requiring professional medical treatment.
    • Fatalities
    • Incidents requiring ambulance attendance
    • Hospital treatment whether as an in-patient or out-patient
    • Fractures, Loss of finger(s) and all other amputations

    *person under the age of 18.

    Where a claim has not been received - Property damage

    • All incidents that result in damage that could lead to a claim should be reported to us, irrespective of whether the Insured feel that they are liable or not.


    Once a liability insurance claim has been made

    Our estimating philosophy where there is no formal claim

    Our policy is to hold an accurate file estimate against any incident reported to us, including those claims where a formal claim has yet to be received. We take into account all of the circumstances and information provided relevant to the incident, until such time that the case can be closed.

    There are occasions where we do not have sufficient information to place an accurate estimate on a case from day one. In these circumstances, we allocate an estimate as follows:

    No formal claim and value falls below £25,000

    We will place a fixed estimate through the life of the claim until closure or a formal claim is made. If a formal claim is made, we will estimate the claim on a full liability basis. The fixed estimates are as follows:

    • EL Injury £1,599
    • PL Injury £1,399

    Claims that do not meet the criteria listed under Claim Notification Guidelines - £999.

    No formal claim and value is above £25,000

    Our policy is to hold an accurate file estimate against any incident reported to us where a formal claim has been made or in absence of a formal claim we value that claim at £25,000 or more. The estimate will be reduced periodically in absence of a formal claim. Until we are in receipt of sufficient information to accurately estimate the claim, we will place the following ‘Day One’ estimates:

    • EL Injury £13,999
    • PL Injury £3,999

    Following feedback from you, we have introduced guidelines for our estimates for all liability claims where we have no formal claim and the value is above £25,000, in order to improve the service we offer.

    How we investigate a claim

    When we receive a formal claim, in order to establish whether it is a valid claim, we need to investigate. To do this, we appoint one of our claims inspectors. We have a team of claims inspectors providing national coverage with a proven track record of investigating claims for a full spectrum of policyholders ranging from sole traders to multinational corporations.

    The Claims Inspector will liaise with the appropriate individuals within the Policyholder’s business to not only investigate the circumstances of the incident but will also ensure that any subsequent decision on liability is conveyed and understood.

    To assist the Claims Inspector with their investigation it is important that evidence from the accident is preserved. This will include the following:

    • Witnesses to the accident or those who can comment on training, previous incidents or the system of work. Details of those witnesses should be recorded.
    • CCTV or photographic evidence if available. This can be extremely valuable to confirm or refute accident circumstances / locations and it should be kept securely.
    • Documentation for the accident accident book entries, reports to the HSE, internal investigation reports,
    • Background documentation Risk assessments, training records, inspection records, written systems of work or instructions, attendance records, employment history, wage details, previous accidents, product information, leases or contracts

    The Claims Inspector will contact the Policyholder and prior to the investigation will discuss what is available and specifically relevant for that particular case.

    In addition to this, the Claims Inspector will be in a position to provide the Policyholder with advice regarding risk improvement to prevent repetition of a similar incident as well as any other risks identified during his visit. They can also arrange for risk assessment material to be sent to the Policyholder.

    You will also be given the opportunity to attend the site investigation visit if you wish.

    Whether you attend or not, you will also receive a call from the Claims Inspector, post investigation, to discuss the liability findings.


    Liability prevention

    When our claims inspector visits your policyholder to investigate a claim, they may provide them with or will arrange for them to be sent literature which will help them in stopping a similar incident occurring in the future.

    They may also recognise other risks during their visit and offer their advice:


    Commercial liability claims contacts

    Register a claim by telephone

    Please call the number below:

    0345 900 4185

    You can also send us an email.

    Postal enquiries

    AXA House
    4 Parklands
    BL6 4SD