AXA Connect

Frequently asked Questions

Below are some common questions we receive from brokers.  

  • What steps do I take following unoccupancy?

    It is not our intention to provide indefinite cover for a permanently unoccupied property, therefore if it becomes permanently unoccupied please contact us on 0330 024 6884.

    If the property becomes temporarily unoccupied the policy can remain in force; however, the policy cover will reduce once the unoccupied period specified in the policy wording has elapsed.

    • AXA First - 30 Days
    • AXA Extra - 30 Days
    • AXA Exclusive - 60 Days
    • AXA Advanced - 60 Days

    The following covers and causes are excluded after the unoccupied period stated in the policy wording has elapsed:

    • Escape of Water
    • Escape of Oil
    • Malicious people/Malicious damage
    • Accidental damage
    • Accidental loss
    • Theft
    • Mirrors and Glass
    • Domestic heating oil
    • Metered water
    • Garden plants
    • Temporary removal

    If the property becomes permanently unoccupied please contact us on 0330 024 6884.

    When someone passes away their estate will go into probate until it is established who should inherit the property and all legal aspects relating to the estate are completed. During this time any financial issues relating to the estate are handled by the executor(s) of the estate.

    The executors could be a family member or a solicitor. They will be able to deal with all issues relating to the insurance. Whilst the policy is in probate the title can be changed to “The Executors Of ………..” 

    Please ensure you comply with the DPA before changing any details or instructing us to do so.

    If the property becomes temporarily unoccupied the policy can remain in force; however, the policy cover will reduce once the unoccupied period specified in the policy wording has elapsed. 

    • AXA First - 30 Days
    • AXA Extra - 30 Days
    • AXA Exclusive - 60 Days
    • AXA Advanced - 60 Days

    The following covers and causes are excluded after the unoccupied period stated in the policy wording has elapsed:

    • Escape of Water
    • Escape of Oil
    • Malicious damage
    • Accidental damage
    • Accidental loss
    • Theft
    • Mirrors and Glass
    • Domestic heating oil
    • Metered water
    • Garden plants
    • Temporary removal

    If the property becomes permanently unoccupied please contact us on 0330 024 6884.

    Buy to Let

    It is a condition of the policy that if the private residence is not lived in for 7 consecutive days or more whilst untenanted, you must ensure that: 

    1. the gas, electricity and water is turned off at the mains and the water or heating system is drained or 
    2. the private residence is maintained at a temperature no less than 10 degrees Celsius and
    3. the premises are visited at least once every 7 days

    If the private residence has been unoccupied (not lived in) for 60 or more consecutive days the following covers and causes are excluded: 

    • Escape of Water or frost damage
    • Escape of oil
    • Malicious people/Malicious Damage
    • Accidental damage
    • Accidental loss
    • Theft
    • Glass and sanitaryware
    • Mirrors and glass
    • Domestic heating oil
    • Metered water

    Residential Let

    It is a condition of the policy that if the private residence is not lived in for 7 consecutive days or more whilst untenanted, you must ensure that:

    1. the gas, electricity and water is turned off at the mains and the water or heating system is drained or
    2. the private residence is maintained at a temperature no less than 10 degrees Celsius and
    3. the premises are visited at least once every 7 days

    If the private residence has been unoccupied (not lived in) for 45 or more consecutive days the following covers and causes are excluded:

    • Escape of Water or frost damage
    • Escape of oil
    • Malicious people/Malicious Damage
    • Accidental damage
    • Accidental loss
    • Theft and theft by tenants
    • Glass and sanitaryware
    • Domestic heating oil
    • Metered water
  • What information do I need to provide in order to backdate a policy cancellation?

    To enable us to review your request, please ensure you send us the necessary supporting documentation.  Please see table below: 

    Reason  Acceptable Proof Unacceptable Proof

    Dual insurance

     

    Alternative insurance certificate

     

    Alternative insurance schedule for proving sale of previous property

    Property sold

     

    Proof of sale

     

    Utility bills at a different address than noted on the policy

        

    Confirmation email from alternate insurer / broker

     

    Please email us at brokerhelp.ins@axa-insurance.co.uk including the following information along with your supporting evidence:

    • Policy Number
    • Policyholder's Name
    • Policyholder's Address
    • Renewal date
    • Effective date of cancellation
    • Cancellation reason

    Upon receipt we will then contact you to enable you to process the backdated cancellation (subject to satisfactory information being provided).

  • How do I check the status of a claim?

    YES

    Log in to eServe and track the claim.

    NO

    Visit our eServe area to learn about our online tracking tool, eServe and how to register.

  • What is the definition of general contents?

    What are Contents?

    Household goods, personal effects, valuables and money are included provided that they belong to you or your family or you or they are legally responsible for them and they are mainly used for private purposes.

    Household goods

    This includes tenants' fixtures, fittings and interior decorations.

    Personal effects

    This means clothes and articles of a strictly personal nature likely to be worn, used or carried and also

    • Portable radios
    • Portable TVs
    • Sports equipment
    • Pedal cycles.  

    It does NOT include valuables or money.

    Money

    This means:

    • Coins
    • Bank notes in current use
    • Postal orders
    • Postage stamps (which are not part of a collection)
    • Trading stamps
    • Premium bonds
    • Saving stamps or certificates
    • Luncheon vouchers
    • Record book or similar tokens
    • Money orders
    • Travel tickets including season tickets
    • Petrol coupons
    • Gift tokens
    • Phonecards
    • Pre-booked event and entertainment tickets
    • Electronic money cards

    Valuables

    This means:

    • Jewellery (including costume jewellery)
    • Articles of or containing gold, silver, or other precious metals
    • Cameras (which includes video cameras and camcorders
    • Binoculars
    • Watches
    • Furs
    • Paintings and other works of art
    • Collections of stamps, coins and medals

    For further information, visit the product page where you can download the policy wording.

    What are contents?

    Household goods (including tenants' fixtures, fittings and interior decorations), frozen foods, personal effects, office equipment, valuables and money are included provided that they belong to you or your family or you or your family are legally responsible for them and they are mainly used private purposes.

    The following items are NOT included in this definition:

    • Vehicles or Craft
    • Any living creature
    • Documents
    • Lottery tickets and raffle tickets
    • Any part of the structure of the buildings, other than fixtures and fittings, for which you are responsible as the tenant.

    For further information, visit the product page where you can download the policy wording.

    What are Contents?

    Household goods (including tenants' fixtures, fittings and interior decorations), frozen foods, personal effects, office equipment, valuables, business equipment and money are included provided that they belong to you or your family or you or your family are legally responsible for them and with the exception of business equipment they are mainly used for private purposes.

    The following items are NOT included in this definition:

    • Vehicles or craft
    • Any living creature
    • Documents
    • Lottery tickets or raffle tickets
    • Any part of the structure of the buildings, other than fixtures and fittings, for which you are responsible as the tenant.

    For further information, visit the product page where you can download the policy wording.

    What are Contents?

    Household goods, including:

    • Furniture, furnishings, tenants' fixtures and fittings, interior decorations and carpets
    • Gardening equipment
    • Freestanding domestic appliances
    • Food and drink (except wine collections over £5,000)
    • Office equipment
    • Aerials and Satellite dishes
    • Unfixed outdoor items
    • Personal effects
    • Valuables
    • Fine art, antiques and collectables
    • Money
    • Business equipment

    Provided that they belong to you or your family, or you or your family are legally responsible for them, and with the exception of business equipment they are all used mainly for private purposes.

    The following items are NOT included in this definition:

    • Vehicles or craft
    • Any living creature
    • Documents
    • Downloaded audio/visual files
    • Any part of the structure of the buildings, other than fixtures and fittings, for which you are responsible as the tenant.

    For further information, visit the product page where you can download the policy wording.

    What are Contents?

    Definitions are listed as:

    Household Goods

    This includes tenant's fixtures, fittings, and interior decorations.

    Personal effects

    Clothes and items of strictly personal nature likely to be worn, used or carried.  For example MP3 players, mobile phones and also sports equipment and pedal cycles.  This does not include valuables or money.

    Valuables

    Jewellery (including costume jewellery), watches and fine art antiques and collectables.

    Fine art antiques and collectables

    • Works of art including pictures 
    • Paintings
    • Drawings
    • Etchings
    • Photographs
    • Prints
    • Manuscripts
    • Tapestries
    • Rugs
    • Porcelain
    • Glass
    • Sculptures
    • Statues
    • Collection of stamps, coins, and medals
    • Articles of gold, silver and other precious metals.

    This does not include antique furniture, books, jewellery, furs and guns.

    Money

    • Coins and bank notes in current use
    • Cheques
    • Postal orders
    • Postage stamps which are not part of a collection, trading stamps, premium bonds, saving stamps or certificates
    • Luncheon vouchers
    • Music book or similar tokens
    • Money orders
    • Travel tickets including season tickets
    • Petrol coupons
    • Gift tokens
    • Phonecards
    • Pre-booked event and entertainment tickets
    • Electronic money cards

    This does not include credit card, cheque card or dispenser card liability.  This cover is provided under Contents worldwide cover 14 Credit card liability.

    Business equipment

    All computers and equipment (excluding data) used for business trade, profession or employment purposes which includes stock but excludes business money.

    For further information, please refer to the policy wording.

  • What is the definition of valuables?

    This means jewellery (including costume jewellery), articles of or containing gold, silver or other precious metals, cameras (which includes video cameras and camcorders), binoculars, watches, furs, paintings, and other works of art, collections of stamps, coins and medals.

    For further information, visit the product page and download the policy wording.

    Jewellery (including costume jewellery), articles of or containing gold, silver or other precious metals, cameras (which includes video cameras, camcorders and digital cameras), binoculars, watches, furs, paintings and other works of art and collections of stamps, coins and medals.

    For further information, visit the product page and download the policy wording.

    Jewellery (including costume jewellery), articles of or containing gold, silver or other precious metals, cameras (which includes video cameras, camcorders and digital cameras), binoculars, watches, furs, paintings and other works of art and collections of stamps, coins and medals.

    For further information, visit the product page and download the policy wording.

    Jewellery

    Jewellery (including costume jewellery), watches, furs and fine art, antiques and collectables.

    Fine art, antiques and collectables

    Individual items, collections and sets that have artistic or historical value, or are rare or unique including:

    • Paintings, drawings, etchings, photographs, prints, manuscripts, sculptures, statues and other works of art
    • Tapestries and rugs
    • Stamps, coins and medals
    • Articles of or containing gold, silver, or other precious metals or gemstones
    • Collectable items made of china, glass or porcelain
    • Other antique items including furniture, books, clocks and barometers
    • Wine collections greater than £5,000 in value
    • Guns.

    This does not include music collections or collections of books or other memorabilia that are not antique, historical, rare or unique or jewellery, watches or furs.

    For further information, visit the product page and download the policy wording.

    Valuables

    Jewellery (including costume jewellery), watches and fine art antiques and collectables.

    Fine art antiques and collectables

    Works of art including pictures, paintings, drawings, etchings, photographs, prints, manuscripts, tapestries, rugs, porcelain, glass, sculptures, statues, collections of stamps, coins, and medals and articles of gold, silver or other precious metals.  This does not include antique furniture, books, jewellery, furs and guns.

    For further information, visit the product page and download the policy wording.

  • What is the definition of personal possessions

    Personal effects

    This means:

    • Clothes and articles of a strictly personal nature likely to be worn, used or carried
    • Portable radios
    • Portable TVs
    • Sports equipment
    • Pedal cycles.  

    It does NOT include valuables or money.

    Valuables

    This means:

    • Jewellery (including costume jewellery)
    • Articles of or containing gold, silver or precious metals
    • Cameras (which includes video cameras and camcorders)
    • Binoculars
    • Watches
    • Furs
    • Paintings and other works of art
    • Collections of stamps, coins and medals.

    Money

    This means:

    • Coins
    • Bank notes in current use
    • Postal orders
    • Postage stamps which are not part of a collection
    • Trading stamps
    • Premium bonds
    • Saving stamps or certificates
    • Luncheon vouchers
    • Record book or similar tokens
    • Money orders
    • Travel tickets including season tickets
    • Petrol coupons
    • Gift tokens
    • Phonecards
    • Pre-booked event and entertainment tickets and electronic money cards.

    For further information, visit the product page where you can download the policy wording.

    Personal effects

    Clothes and items of a personal nature likely to be worn, used or carried.  For example portable radios and TVs, hand held games consoles, MP3 players, mobile phones and sports equipment.

    Valuables

    This means:

    • Jewellery (including costume jewellery)
    • Articles of or containing gold, silver or other precious metals
    • Cameras (which includes video cameras, camcorders and digital cameras)
    • Binoculars
    • Watches
    • Furs
    • Paintings and other works of art
    • Collections of stamps, coins and medals.

    Money

    This means:

    • Coins and bank notes in current use
    • Cheques
    • Postal orders
    • Postage stamps which are not part of a collection
    • Trading stamps
    • Premiums bonds
    • Saving stamps or certificates
    • Luncheon vouchers
    • Record or book or similar tokens
    • Money orders
    • Travel tickets including season tickets
    • Petrol coupons
    • Gift tokens
    • Phonecards
    • Pre-booked event and entertainment tickets
    • Electronic money cards

    This does NOT include credit card, cheque card or cash dispenser card liability.

    For further information, visit the product page and download the policy wording.

    Personal effects

    Clothes and items of a personal nature likely to be worn, used or carried.  For example portable radios and TVs, hand held games consoles, MP3 players, mobile phones and sports equipment.

    Valuables

    This means:

    • Jewellery (including costume jewellery)
    • Articles of or containing gold, silver or other precious metals
    • Cameras (which includes video cameras, camcorders and digital cameras)
    • Binoculars
    • Watches
    • Furs
    • Paintings and other works of art
    • Collections of stamps, coins and medals.

    Money

    This means:

    • Coins and bank notes in current use
    • Cheques
    • Postal orders
    • Postage stamps which are not part of a collection
    • Trading stamps
    • Premiums bonds
    • Saving stamps or certificates
    • Luncheon vouchers
    • Record or book or similar tokens
    • Money orders
    • Travel tickets including season tickets
    • Petrol coupons
    • Gift tokens
    • Phonecards
    • Pre-booked event and entertainment tickets
    • Electronic money cards

    This does NOT include credit card, cheque card or cash dispenser card liability.

    For further information, visit the product page and download the policy wording.

    All contents are covered worldwide.

    Please see definitions of contents in your policy booklet to understand what is covered.

    For further information, visit the product page and download the policy wording.

    All contents are covered worldwide.

    Please see definitions of contents in your policy booklet to understand what is covered.

    For further information, visit the product page and download the policy wording.

     Product  Unspecified items
     AXA First
    •  Min Sum Insured £250
    •  Maximum Sum Insured £5,000
    •  Single item limit £2,200
    •  Any one pedal cycle £400
     AXA Extra, AXA Extra Plus & Broker Network/Countrywide  AXA  Extra
    •  Min Sum Insured £250
    •  Maximum Sum Insured £15,000
    •  Single item limit £10,000
    •  Any one pedal cycle £10,000
    •  Max £25,000 in total for all personal possessions (including specified items).
     AXA Exclusive

     Contents covered for worldwide all risks  automatically.

    •  Single item limit £10,000
    •  Any one pedal cycle £10,000
     AXA Advanced

     Contents covered for worldwide all risks  automatically.

    •  Single item limit £15,000
    •  Any one pedal cycle £15,000
     AXA ABC
    •  Min Sum Insured £1,500
    •  Maximum Sum Insured £15,000
    •  Single item limit £2,000
    •  Any one pedal cycle £400
     AXA Buy to Let & AXA Residential Let Not covered
    Max

     

     Product  Specified items
     AXA First
    •  Max £2,000 any one item
    •  Max £1,500 any one cycle
    •  Max £3,000 total for all cycles
    •  Max £5,000 in total for all personal possessions (including unspecified items)
     AXA Extra, AXA Extra Plus & Broker Network/Countrywide AXA Extra
    • Max £15,000 any one item
    • Max £10,000 any one cycle
    • Max £25,000 in total for all personal possessions (including unspecified items)
     AXA Exclusive
    • Contents covered for worldwide all risks automatically.
    • Specified Single item limit: £25,000
    • Total limit for specified items must be included in the contents sum insured.
    • Specified items can be added under the contents section or personal possessions section.
     AXA Advanced
    • Contents covered for worldwide all risks automatically.
    • Specified Single item limit: £25,000
    • Specified pedal cycle £15,000
    • Total limit for specified items must be included in the contents sum insured.
    • Specified items can be added under the contents section or personal possessions section.
     AXA ABC
    • Max £10,000 any one item
    • Max £1,500 any one cycle
    • Max £25,000 in total for all personal possessions (including unspecified items).
  • My client has informed me their property is about to undergo structural alterations / extensions and renovations

    For MTA's and New Business we would like you to refer these instances and it would be helpful if you could establish the following information before contacting us:

    Type of work being carried out; 

    • Cosmetic Works e.g. Fitting a new kitchen and/or bathroom / new windows etc… 
    • Minor Works e.g. Loft Conversions / New Porch
    • Major Works e.g. Two or more storey's being extended

    If the alteration means that the finished construction will no longer be acceptable to us (i.e. number of bedrooms/rooms/bathrooms or above sum insured limits) then cover will be DECLINED.

    • Buildings sum insured must be adequate to cover the rebuild cost once work is completed
    • Occupancy of property whilst work is being undertaken 

    Once you have established the above information please contact us on 0330 024 6884.

  • My client has declared non-clerical business use at the risk address

    For MTA's and New Business we would like you to refer to AXA and it would be helpful if you could establish the following information before contacting us:

    • Type of business
    • Where applicable, how many visitors go to the insured property  each week - all visitors should be by appointment only
    • Sum insured of all Business equipment and stock kept at the risk address
    • Do any employees work at the property?
    • Is specific business insurance held elsewhere?

    Once you have established the above information please contact us on 0330 024 6884.