For existing claims queries, please contact the dedicated claims handler via the direct dial telephone number provided when the claim was registered. Otherwise, here is a useful guide:
If the policyholder has been involved in an incident please contact our claims team on who will immediately take action to help you.
If you decide to contact us by telephone we will:
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:
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:
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.
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.
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:
Once a claim has been submitted by the Claimant’s solicitor, we have 15 business days to either:
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.
Under the terms of the policy, the policyholder has agreed to make a payment towards the cost of the claim, regardless of who was to blame for the incident. This is called the excess. The amount of the excess is shown in the policy documents and will be confirmed when the claim is registered, as the age of the driver may affect the amount to be paid.
If the vehicle is repaired, the excess must be paid to the repairer upon completion of the repairs. If the vehicle is stolen or is a total loss, we will deduct the excess from the agreed value of the vehicle. If the accident was not the policyholder's fault, the excess can be reclaimed from the responsible party.
Uninsured losses are expenses incurred that are not covered by the insurance policy. Some items that would fall under the heading of uninsured losses are:
Uninsured losses can be recovered from the responsible party pr their insurance company. Therefore, they can only be recovered if you are not responsible or partially responsible for an incident.
At the conclusion of the claim and once/after all payments have been made, we will issue you with a settlement communication confirming the amount of payments made for damage to the policyholder's vehicle and damage or injury suffered by any other party involved.
The policyholder's No Claims Discount will be affected if AXA make a payment that we are unable to recover from a responsible party or their insurer. If you are not responsible for an incident and we do not have anyone to recover from or are unable to make a full recovery, the No Claims Discount will be affected.
If the policyholder has a protected No Claims Discount, and we are unable to secure a full recovery, then the claim will act as one of the lives under the terms of the protected No Claims Discount.
Whether there is personal effects cover and the limit applicable will be detailed within the policy documents / schedule. If a claim is made for personal effects, we may ask to see receipts or documentation in support.
Items used in relation to the policyholder's business are not covered under any applicable personal effects section. A claim cannot be made for cash or tickets. Theft of personal belongings if carried in an open top or convertible car is also not covered, unless contained in the locked boot or locked glove compartment.
If the policyholder's vehicle is stolen or considered a total loss by an AXA motor engineer following an incident, the policyholder/driver is entitled to retain their cherished/personalised registration plate.
AXA Insurance will not have any interest in the plate and it will not enhance the value of the vehicle.
Therefore, to retain it, we will provide the policyholder/driver with a letter stating that we have no interest in the plate and that we have no objections to it being retained by the owner. The policyholder/driver will then need to contact the DVLA directly to arrange transfer of the plate onto an alternative vehicle or into storage pending the purchase of an alternative vehicle.
There may be a fee charged for this by the DVLA which the policyholder/driver will be responsible for.
The DVLA will allocate a new registration plate to the stolen or damaged vehicle and once this has been provided, the details must be forwarded to AXA Insurance along with the replacement Vehicle Registration Document. Any delays in transferring the plate can result in additional costs being incurred and therefore, the DVLA should be approached at the earliest opportunity.
To assist us in dealing with the policyholders claim as quickly as possible, the following documents should be sent to us, by Recorded Delivery, immediately, with either you and/or the policyholder retaining photocopies for your records:
All documentation should be sent by Recorded Delivery to the following address:
AXA Personal Lines Insurance
St Philips Point
0345 608 0230
For security reasons, we recommend that these documents are sent to us by Recorded Delivery. Without them we cannot settle the claim. The Recorded Delivery reference allocated by the Post Office should be retained for safe keeping.
If the items are not delivered to us, we will need this reference to carry out investigations with the Post Office. In addition, the claim number should always be quoted on any correspondence sent to us.
If the vehicle is recovered in a damaged state, and it is repairable, we will arrange for one of our Approved Repairers, where appropriate, to carry out the repair work or arrange to move the vehicle into storage pending an inspection.
If the vehicle is not repairable, we will arrange for the uplift of the vehicle and our engineer will contact you or the policyholder with his valuation of the vehicle.
Please refer to the sections below (Total Loss/Write off) for additional information.
Once we have paid the claim, the ownership of the vehicle passes to AXA Personal Lines Insurance. We will notify the DVLA of the change of ownership but there may be instances where the police notify the policyholder of the vehicle being recovered due to the identity of the person that reported the theft in the first instance.
If this happens and as the vehicle is the property of AXA Personal Lines Insurance, the policyholder needs to inform us of the whereabouts of the vehicle. We will then arrange for collection of the vehicle.
The policyholder will be required to send to AXA the relevant vehicle documentation into AXA Vehicle Claims Management. Our Motor Engineer will request these documents.
The documents required are:
All documents need to be sent to:
AXA Personal Lines Insurance
Total Loss Team
St Philips Point
For security reasons, we recommend that these documents are sent to us by Recorded Delivery. Without them we cannot settle the claim. The Recorded Delivery reference allocated by the Post Office should be retained for safe keeping. If the items are not delivered to us, we will need this reference to carry out investigations with the Post Office. In addition, the claim number should always be quoted on any correspondence sent to us.
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.
If the policyholder does not accept the pre-accident valuation placed on the vehicle, to help them replace the vehicle as soon as possible, we will be able to place the policyholder in funds, for the sum we have offered less the claim excess and any outstanding finance.
They will also need to advise the motor engineer that has made the offer that they do not agree with his valuation and he will provide them with some advice on what they need to do to support an increase in the offer made. The balance of any increase will then be sent to the policyholder once an agreement has been reached.
Once the approved repairer has received our instructions, they will contact the policyholder within 24 hours to agree a date for their vehicle to be booked in for repair.
If an approved repairer is used, the elected repairer will contact the policyholder/driver throughout the repair period providing them with progress reports on authorisation and repairs. Some of our approved repairs also have websites that will allow the policyholder/driver to track the repair themselves.
Repairers where this is available will provide the policyholder/driver with details once they have taken possession of the vehicle.
If a non-approved repairer is used, the policyholder/driver will receive a telephone call or SMS message from our Vehicle Claims Management team confirming that the repairs have been authorised.
If the policyholder uses an AXA Approved Repairer, subject to availability, a replacement Class A car will be provided for the duration of the repair period.
The type of courtesy vehicles our approved repairers supply are Class A vehicles. e.g. Vauxhall Corsa, Nissan Micra etc.
Once the vehicle has been assessed as a total loss, the policyholder will have 24 hours to return the courtesy vehicle to the approved repairer.
If the vehicle was damaged as a result of a road traffic accident and it was not the policyholder's fault, if you have sold the policyholder a Legal Expenses Policy, you can contact the appropriate Legal Expenses Insurer to source an alternative vehicle for the policyholder.
We will keep you and/or the policyholder updated on the progress on the claim.
This can be done in a number of different ways:
We recognise that there will be costs that the policyholder/driver incur that are not able to be claimed from the insurance policy.
If you have sold ULR cover to your client, we will co-operate with the ULR recovery agent you have instructed.
Taking action to prevent claims from happening is ideal, but where accidents do happen, it’s important to know what to do. That’s why we’ve developed some tips that you can share with the policyholder.
No matter how good a driver is, accidents do happen and can be a very stressful experience. Below are some instructions on what should be done at the scene of an accident:
Having a vehicle stolen can be a very upsetting experience. Below is some advice on what the policyholder / driver should do if their vehicle is stolen:
Report the claim to AXA at the earliest opportunity.
The following can help when driving in rain:
Driving on snow and ice can be extremely hazardous and frightening. Stopping distances can be up to 10 times that of a dry road.
The following can help maintain control:
The following can help when driving in fog:
Driver fatigue is a major cause of accidents.
Drivers are most likely to feel tired in two 'low spots' of the day. These are early afternoon (2pm - 4pm), especially after lunch, and the early hours of the morning (2am - 5am).
Regular breaks should be taken of at least 15 minutes every 2 hours.
On long journeys, a short nap for around 15 minutes, followed by a 5 minute walk in a safe place can help as can caffeinated drinks (Tea, coffee, cola etc).
If tiredness is felt before being able to safely stop remember:
Please call the number below:
Lines are open 24 hours a day, 7 days a week.
AXA PLI Motor Claims
PO Box 7074
If you need to make a complaint, please send us an email.