We’ve compiled a list of our most frequently asked questions by our brokers. It’s constantly being updated in line with new changes so check back here to keep up to date. If you can’t find the answer you are looking for, contact us and we’ll be happy to help. Updated 27/04/2020.
Our latest underwriting questions
Does AXA support the ABI’s pledges on Home Insurance?
My client is now working from home because of the Government advice. Does their home insurance cover them?
•If the insured is an office-based worker and needs to work from home because of government advice or because they need to self-isolate, their home insurance cover will not be affected & they do not need to contact us.
•If they have contents insurance, which includes cover for business equipment, then cover will be provided for the equipment they own and use from home, up to the limit specified on their policy.
•In order to be fully covered for Accidental Damage (AD) whilst at home, you must ensure the relevant AD cover has been purchased.
•If their employer has given them equipment to work from home, this would usually be covered under their employer’s business insurance, so they don’t need to add this to their policy.
My customers occupational status has changed, and they have now become unemployed or “furloughed” as a result of coronavirus. Should the policy be amended to reflect this?
Customers do not need to inform us of any unemployment/furlough as a result of coronavirus until the Government lifts its restrictions. You should not amend the policy if notified during this time.
My client’s income from their usual occupation has been affected by the impact of the Coronavirus and they have taken up a second occupation. Do I need to make you aware?
We do not need to be made aware of any secondary occupations that have been taken up during this period. If this involves working from home, then your client is automatically covered for office work only. Please refer to our FAQ in relation to working from home for more information.
If your client continues to work in their secondary occupation or this becomes their primary occupation after the Coronavirus restrictions are lifted, they should inform you of this as part of their subsequent renewal disclosure to ensure policy information is kept up to date.
My client is conducting voluntary work to support the national effort in relation to Coronavirus. Do we need to make you aware?
Your clients are not expected to disclose any voluntary work being undertaken to support the Coronavirus crisis, so there is no requirement to update the policy and we will continue to provide cover in accordance with normal terms and conditions.
My client has been quarantined and is unable to travel home from abroad and therefore their home may be left unoccupied for longer than the unoccupied limit on their policy. Will they still be fully covered?
Yes – if they’ve been unable to return to their home as a result of coronavirus, for example due to enforced quarantine, travel restrictions / cancellations or self-isolation, they will remain fully covered under their policy until it is safe for them to return. You do not need to contact us
However, if the insured has chosen to leave their property unoccupied to stay elsewhere, the un-occupancy limit shown in their policy documents will apply.
Due to Government guidelines my client is self-isolating at a different address to their home address. Will their belongings they have with them still be covered?
Most of our owner- occupied products include temporary removal cover but this will be restricted to certain causes. Personal Possessions cover should therefore be included on the policy to ensure all personal belongings are covered outside of their usual address.
My client has a guest staying with them during Coronavirus lockdown, will their personal possessions be covered whilst they are staying?
If the guest has their own home insurance policy, this may cover their personal possessions away from home while they are temporarily staying at the insureds property. There may be a limit to the cover provided, so they should check their policy wording. If the guest cannot obtain cover via their own home insurance provider, then we will only consider cover, where “Visitors personal effects” forms part of the terms and conditions. Cover will be subject to the limits provided. If the guest has no personal cover and there is no “Visitor’s personal effects” cover in force, then cover cannot be provided.
My client’s tenant/paying guest is unable to pay rent as their financial income has been affected by Coronavirus.
For owner occupied private residences, there is no cover for loss of rent due to Coronavirus impacting the tenants/paying guests’ financial ability to pay, as this is not an insured peril.
What do we do if my client is unable to comply with the security requirement that’s been applied to their policy?
•For policies under a broker branded product please contact the applicable broker in the first instance, or follow the below guidance if your query relates to one of our core household products.
•New business quotes are driven by our acceptance/decline rules. If security is required but cannot be complied with, then you should decline the risk and the client should remain with their existing insurer.
•For existing clients, if we have previously accepted the risk and allowed the client 30 days to fit the security, but the contractor is now unable to complete this due to Coronavirus restrictions, then we would expect the client to update their security as soon as they are able once lockdown restrictions are lifted.
•If AXA changes the area rating of a risk and security becomes a requirement at the subsequent renewal, we would expect the client to update their security as soon as they are able once lockdown restrictions are lifted.
•If clients are unable to comply with conditions relating to alarm or security maintenance due to Coronavirus, cover will not be affected providing the client complies with the condition as soon as they are able once lockdown restrictions are lifted.
My client is meant to be moving to a new house, but now the moving date has been pushed back. Can they delay a change to the policy?
If the customer has exchanged, then it is likely they may still require insurance for the new risk address.
1.Where the policy was set up as new business to cover the new risk address specifically-
Normally the insured must occupy the new property within 30 days of the exchange date. As they are unable to complete/move in, cover can continue for the new property if cover is required, however this will be restricted in accordance with the unoccupancy/unfurnished exclusions. (You should ensure the customer has enough cover in place for their former home in which they may still reside)
2.Change of Address already completed for new property on an existing policy-
If we were insuring the former address already and you had completed a Change of address to insure the new risk effective from the exchange date, & the customer is now not able to complete/move in within the usual 30 days, you will need to revert the address back to the former risk address. Cover for the new risk address can still be offered but will now need to be placed onto a separate new business policy and will be subject to Unoccupancy/Unfurnished exclusions.
Claims questions, answered
Have your opening hours changed?
As part of our response to Coronavirus, we’ve had to reduce our opening hours across our Customer Service and Claims teams. This may mean that some of the opening hours listed have now changed.
We are constantly reviewing our opening hours based on call patterns to ensure that we can offer the best service at the busiest times.
Our current Sales and Service working hours are Mon - Friday 9am-5 pm. Contact can be made via phone or our Live Chat service during these times.
Our Home Claims opening hours are Mon – Friday 9am -5 pm and Saturday 9-1pm.
My client is concerned that there is a higher risk of accidental damage occurring to their contents or their property now they are at home more. Does their home insurance cover them for this?
In order to be fully covered for Accidental Damage (AD) you must ensure the relevant AD cover has been purchased.
Will home insurance cover the cost of a deep clean to a property should it become contaminated by Coronavirus?
No, our home insurance policies do not provide cover for the costs of cleaning a property.
My client’s property has suffered damage (from a fire, flood or other named peril) and it’s uninhabitable. They’re self-isolating, so will AXA help them find alternative accommodation?
Yes, if their property becomes uninhabitable due to loss or damage covered under their policy, we will continue to provide Alternative Accommodation cover.