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We understand the nuances and unique challenges of local jurisdictions, and are locally empowered to address and resolve claims promptly and fairly. With AXA XL's global footprint, culture of service and unparalleled expertise, we'll be there for you -wherever and whenever you need us. At AXA, we understand that no-one wants to make a claim on their home insurance. But with our professional support, we can help make a difficult time feel a lot easier, at the time you need it most, our claims specialists will be there to help you every step of the way. AXA will usually pay up to £5000 for Trace and Access cover.
Anyone will tell you that if you have to make an insurance claim, it can be a very stressful time, especially when your life’s already busy. And we get that, that’s why we’re committed to making the claims experience as clear and as smooth as possible for you. If your home has damage to its rendering, or its pointing is in a poor condition, you should get it repaired as soon as possible. This could leave you vulnerable to water and storm damage, and you may not be covered if you claim.
How do I make a claim?
All the cover for your vehicle offered by AXA in Luxembourg.
If you're an AXA Plus Car Insurance customer then cover for misfuelling is included with your policy. If you're an AXA Plus Car Insurance customer then cover for lost or stolen keys is included with your policy. According to the Environment Agency, over five million people in England and Wales live and work in properties that are at risk of flooding from rivers or the sea. We’ll keep you updated using the contact details you gave us when you made your claim. Simply choose your specific product from the icons below, and you’ll find the quickest way to make your claim. Before you get in touch with us, there are a few things that you can do to minimise the severity of the claim and prepare for the next steps.
Accidental damage and personal possessions cover
If you need help with this, you can talk to our team through live chat. You can access live chat through the ‘Policy Change’ section in your online account. Changing your details could result in your insurance premium rising or going down. AXA Premier Home Insurance customers benefit from no cancellation fees.
To see just what you’re covered for, log into your AXA account using the button below and check your policy documents. Once you have a specialist referral from your GP, give us a call. Before we find you a specialist, we need a few details from you in order to assess your claim. It helps us out if you have your GP referral letter to hand when you call and we may ask to see a copy of this. You can also register a new claim and upload documents to your online account via Member Online if you'd prefer.
AXA & You
But your AXA policy will cover you for any resulting damage caused by the escaping water. If you have chosen the additional Home Emergency cover, you can register a claim with them and they can arrange for an emergency plumber to come out. If you have not selected this cover, you will need to arrange your own emergency plumber. We may repair, reinstate or replace the lost or damaged property. If we cannot replace or repair the property we may pay for the loss or damage in cash or cash alternative (including vouchers and/or store cards). If no equivalent replacement is available, then we’ll pay the full replacement cost of the item with no discount applied.
After registering your claim online, you’ll be contacted by a claims handler to discuss the details. We’ll then explain the next steps and how your claim will progress. This may involve submitting a quote for approval or we may appoint one or more of our approved suppliers or loss adjusters to help manage your claim to settlement. If calling us about an accident outside of our working hours, we’re only able to provide emergency assistance for the recovery of your vehicle if it’s undriveable. If this service isn’t required, please call us during office hours.
How to contact AXA in the event of a car claim?
Give us a call and we can see how we may be able to support you when using the NHS for treatment. Our Fast Track Appointment service can find a suitable appointment for you and make sure you get seen as soon as possible. This initial stage of your treatment is referred to as ‘Primary Care’ and it isn’t usually covered by our plans. We may appoint an approved supplier to act on our behalf to validate the claim. The policyholder must not dispose of any damaged items as we may need to see them. 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.
Turn on/use any electrical items that have been affected by water condensation. Smoke alarms save many lives and huge amounts of damage every year. We recommend they are fitted and checked regularly to make sure the batteries are working. The policyholder must not abandon any property for us to deal with. Where necessary, please arrange for someone to contact you or the policyholder as soon as possible to discuss your claim. Instruct an approved supplier or loss adjuster to contact the policyholder.
We may ask you to provide a quotation for repair or replacement. We may appoint one of our approved suppliers or loss adjusters to validate and manage the claim on our behalf. Some claims will benefit from the video streaming app which means we can survey the damage without you needing to take time out of your day to wait in for a surveyor.
We’ll return payment for cover after the cancellation date (a pro-rata refund). Alternatively, you can cancel from any time after the start date within the 14 day period. If you cancel during this time, we’ll will treat the policy as having been in force from the start date until the cancellation date and return the unused premium to you. Check out our handy guide on how to make sure you’re prepared. Here are some of the most common situations where a claim might not be paid. We're sharing these to help you understand why this is, and help ensure that this does not happen to you.
Reigning in water risks before mold takes hold, Water intrusion and mold risks are sizable risk exposures for building owners. Gregg Shields, AXA XL’s environmental risk engineering team leader, offers suggestions to help property owners and managers plot their course. We hold ourselves accountable, and value hearing from you on whether we're getting it right and how we can make it better. For the 4th consecutive year by Gracechurch Report and ranked one of the leading carriers for both overall claims service satisfaction and broker favorability in 2019.
Although not a common situation, if you haven’t insured your property for the right value, this can lead to your claim being reduced in value, or in extreme cases, rejected in full. Take reasonable precautions to protect your property, as we won’t typically cover something that has been left unsecured in the open. Higher valued items may also be specified for an additional premium (items valued at more than £1,500 will not be fully covered unless specified). To protect any items you take with you away from your home, you’d need to take out Personal Possessions cover. This covers items up to £1,500 each and you will need to select the total value you require ranging from £ £15,000. If you register your claim on a weekend, you'll receive a follow-up call on Monday.
Get started with your home insurance claim
You should read your policy in full along with your policy schedule. Claims handlers are unable to offer advice regarding coverage queries. We’ll only be able to assess the coverage of your claim once we have fully registered and fully questioned the circumstances. Once you've check that your policy is in-date, you can either chat to our UK-based call team or register your claim online. Whether you call us or register your claim online, it’ll speed things up if you have the right documentation to hand.
We’ll do our very best to get things back to normal for you as quickly as possible. We will explain the next steps and how your claim will progress. Customers will reach the out of hours service if they call outside of the main office hours, where claim details will be taken and followed up during office hours. It’s best to have all the information about what happened to hand, before you get in touch with us to make your claim. But don’t worry if you don’t, we can still get your claim underway, and we’ll give you all the support you need to help make it all as stress-free as possible. With van insurance from AXA, you can choose the right kind of insurance to fit your needs.
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