Making a household insurance claim

When your policyholder needs to make a claim, contact our claims team who will immediately take action to help. Having the policy number to hand will help make the claims process quicker.

If you or the policyholder decide to telephone us, we will:

  • Take details of the loss or damage caused.
  • Instruct an approved supplier or loss adjuster to contact the policyholder.

Where necessary, please arrange for someone to contact you or the policyholder as soon as possible to discuss your claim.

What the policyholder should do

First of all, check the cover

  • We recommend that the cover should be checked. The policy booklet contains details of what is covered. The policy schedule will show what sections are in force.

Then immediately afterwards

  • Urgently inform the Police and obtain a crime or lost property reference number if property is lost or stolen or theft or malicious damage is suspected.
  • Contact us as soon as possible.
  • Take all reasonable steps to recover missing property.
  • Take all reasonable steps to prevent further damage.

After reporting the claim

  • The policyholder may be asked to provide evidence to support their claim such as receipts or utility bills. If this is the case AXA will pay any reasonable associated costs.

What not to do after reporting the claim

  • The policyholder must not admit or deny any claim made by a third party against them or a member of their family or make any agreement with the third party.
  • The policyholder must not abandon any property for us to deal with.
  • The policyholder must not dispose of any damaged items as we may need to see them.

 

How we settle household insurance claims

We may at our option repair, reinstate or replace the lost or damaged property. If we cannot replace or repair the property we may at our option pay the loss or damage in cash.

If we do pay cash the amount we pay will reflect any discounts we may have received had we replaced the property. The cover limits will not be reduced by any claim.

We may appoint an approved supplier to act on our behalf to validate the claim. They are authorised to arrange a quotation, a repair or a replacement.

Contents

We will settle claims for loss or damage to items which are not capable of economic repair on the basis of cost as new as long as:

  • The contents have been maintained in good repair
  • The limit shown in the policy schedule is sufficient to cover the full value of the property.

Buildings

We will settle claims for loss or damage to the buildings without taking off an amount for wear and tear as long as:

  • The buildings have been maintained in good repair
  • The limit shown in the policy schedule is sufficient to cover the full value of the buildings
 

Household claims hints and tips

Making changes to prevent claims is ideal, but where accidents do happen, damage limitation is also possible. That’s why we’ve developed some hints and tips that you can share with the policyholder.

 

Personal household claims contacts

Contents, personal possessions and buildings claims

For immediate help and to make a claim, call our claims team.

0330 024 6842

Lines are open 24 hours a day, 7 days a week.

Legal helpline and family legal protection

For legal or family legal protection assistance call us on the number below.

0330 024 6861

Lines are open 24 hours a day, 7 days a week.