Our service proposition

First response

  • Flexible first notification process
  • Proactive third party claims handling
  • A proactive approach to claims settlement including active use of mediation and rehabilitation services
  • Plain and clear expert advice
  • Proactive decision making
  • Approved Repairer and Courtesy Vehicle

Fast track - repair, total loss and theft

  • Bespoke AXA Commercial approved repair network
  • Specialist theft team

Emergency and out of office hours

  • 24/7 access to Roadside Recovery
  • 24/7 access to windscreen suppliers

Customer interaction

  • Flexible methods of communication
  • Option to add customer / broker specific handling instructions
  • Centre of excellence
  • We have preferred partnerships with our suppliers that are integral to our proposition
  • Claims cost control through expert and multi-skilled claims handlers
  • Dedicated claims relationship managers1


Making a commercial motor insurance claim

How to contact us

If the policyholder has been involved in an incident please contact our claims team by phone who will immediately take action to help you.

Our First Response team will:

  • Take details of the loss or damage caused as well as details of anyone else involved. Instruct an approved repairer to contact the policyholder if necessary.
  • Provide you with details of the claim reference number and signpost next steps

Glass claims

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 both 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

Please call Autoglass on 0800 206 1809

  • 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.

What if Autoglass are not used on a glass claim

If Autoglass are not used to repair or replace damaged glass, AXA will only cover up to £100 (Net of excess and VAT (if applicable). If another repairer other than Autoglass is used to repair or replace the glass, the invoice should be settled by the driver/policyholder in full with the repairer and then sent to:

AXA Insurance
PO Box 467

Please ensure that the policy/certificate number is quoted when sending the invoice to us.


Once a motor insurance claim has been made

If legal proceedings are issued

In this instance, please contact us immediately.

We will review the claim and where applicable, instruct a solicitor to act on the policyholder's behalf.

Uninsured Loss Recovery (ULR)

We recognise that there will be costs that the policyholder/driver incur that are not able to be claimed from the insurance policy. If the policy has ULR cover, we will instruct a solicitor to deal with their losses at your request.

If your vehicle is a total loss

If your vehicle is determined to be a total loss, the DVLA may need to know that there’s been a change of registered keeper. In these circumstances, we’ll contact you to confirm the process for this, so please don’t change the registered keeper before you hear from us.


Motor claims hints and tips

Here are some useful ideas to help prevent future motor claims.


Commercial motor claims contacts

Commercial motor claims

Vehicle claims management

1 Please note that the availability of Dedicated Claims Relationship Managers is subject to the size of the account.