Your Definitive Guide to Contacting AXA UK

Navigating the various contact points for an insurance provider can often feel like a maze, especially when you need swift assistance. Whether you're facing an emergency, have a burning question about your policy, or simply need to make a claim, knowing precisely who to call or where to look is paramount. This detailed guide is meticulously crafted to help you effortlessly connect with AXA in the UK, providing all the essential contact details for a wide array of their insurance products, including car, home, travel, and business policies. We'll ensure you know exactly how to manage your policies, report claims, make payments, and even submit a complaint, making your experience as smooth as possible.

Understanding AXA's diverse contact channels is key to efficient service. From their 24-hour emergency lines to specific departmental numbers and convenient online tools, we've compiled everything you need. This article aims to be your one-stop resource, eliminating the guesswork and getting you the help you need when you need it most. Let's delve into the specifics of contacting AXA for every possible scenario.

Immediate Assistance: AXA Emergency & General Helpline

In the event of an emergency, such as a burst pipe in your home or a road traffic incident, immediate assistance is crucial. AXA provides a dedicated 24-hour helpline to ensure you're never left stranded. For any urgent situation, you can rely on their team to provide support around the clock.

Emergency Helpline

For immediate emergencies, call their 24-hour helpline:

• General Emergency Helpline: 03458 28 28 23 (24 hours a day, 7 days a week)

General Customer Service Opening Hours

For non-emergency enquiries, AXA's main contact centre operates during specific hours:

• Monday to Friday: 8:45am - 6pm
• Saturday: 9am - 4pm

Managing Your AXA Insurance Policy

Good news for existing AXA customers: you often don't need to contact AXA directly to manage your insurance policy. AXA has streamlined policy management through their online platform, MyAXA, offering unparalleled convenience.

MyAXA Online Account

Your MyAXA online account is a powerful tool allowing you to:

• Make changes to your policy, such as updating your name or payment details.
• Cancel your policy.
• Renew your policy.

Changes made online typically take up to 48 hours to reflect on your account. This self-service option means you can manage your policy at any time that suits you, without waiting for contact centre opening hours.

Contacting Customer Service for Policy Management

While online management is convenient, AXA understands that sometimes you'd prefer to speak to a person. They encourage you to call their customer service team if you have specific questions or prefer direct assistance. Be aware that contact numbers can vary by policy type.

AXA Car Insurance Contact Details

Car insurance is a cornerstone of AXA's offerings, and they provide specific contact points for various needs, from general enquiries to claims and breakdown assistance.

Car Insurance Customer Service

For general queries about your car insurance policy:

Making a Car Insurance Claim

If you've had an accident, lost keys, or your car has been stolen, here's how to make a claim. Remember, if you have AXA Breakdown cover, contact their breakdown team first for roadside assistance.

For windscreen repair or replacement, AXA partners with Autoglass, and you can book an appointment directly through them or by calling the dedicated number.

Breakdown Assistance

If you have AXA Breakdown cover and need roadside assistance, these are the numbers to call. Both lines operate 24/7 due to the nature of breakdowns and accidents.

When calling for breakdown assistance, be prepared to provide your full name, home postcode, breakdown cover policy number, vehicle registration, make, model, colour, current location, and the problem with your car. This information helps AXA dispatch assistance quickly.

Managing Your No Claims Discount

To provide proof or enquire about your no claims discount, you have several options:

• Email: [email protected]
• Fax: 0330 024 1261
• Call: 0330 024 1157 (Mon-Fri 8am-8pm; Sat 9am-5pm; Sun closed; Bank Holiday opening times may vary)
• Post: AXA Insurance, PO BOX 925, 9 Fundan Way, Stockton-On-Tees, TS19 1NL

AXA Van Insurance Contact Details

Van insurance has its own specific set of contact numbers for customer service, claims, and breakdown assistance.

Van Insurance Customer Service

For general enquiries about your van insurance policy:

• Phone Number: 0330 159 1509 (Mon-Fri: 8am-5pm; Sat: 9am-2pm)

Making a Van Insurance Claim

AXA Home Insurance Contact Details

Whether it's buildings, contents, or tenants insurance, most AXA home insurance policies share the same contact details, with landlord insurance being an exception.

Home Insurance Customer Service

For general queries about your home insurance policy:

Making a Home Insurance Claim

You can often make claims for buildings, contents, personal possessions, accidental damage, bicycle, or student cover through your MyAXA online account. If you prefer to speak to someone:

• Claims Line: 0330 024 8086 (Mon-Fri: 8am-8pm; Sat: 9am-5pm; Bank holidays: 9am-4pm)

If you call outside these hours, you'll be put through to the AXA out-of-hours claims team who will take your details, and a claims agent will follow up during main operating hours.

Home Assistance (for included policies)

If your policy includes home assistance for issues like blocked drains, burst pipes, or broken boilers:

• Home Assistance Helpline: 0330 024 1278 (24 hours a day, 7 days a week)

You can also report the issue online via your MyAXA account.

Landlord Insurance Claims

Landlord insurance is categorised as a business insurance type by AXA and has separate contact details for claims:

• Claims Phone: 0345 600 2715 (Mon-Fri: 8am-6pm)
• Claims Email: [email protected]

AXA Travel Insurance Contact Details

For all types of AXA travel insurance, the contact process and emergency medical assistance number remain consistent, regardless of your location.

Travel Insurance Customer Service

For general enquiries about your travel insurance policy:

• Phone Number: 0330 024 1307 (Mon-Fri: 8am-8pm; Sat: 9am-5pm; Sun: 9am-3pm)

Making a Travel Insurance Claim

It's crucial to get in touch within 31 days of your holiday to ensure a successful claim.

• Claims Line: 0330 024 1308 (Mon-Fri: 9am-5pm)

If you can't call during these hours, you can submit your claim online via your MyAXA account. If your travel insurance was arranged through your bank, you'll need to contact them for their claims process, but still inform AXA within 31 days.

Emergency Medical Assistance Abroad

For medical problems or emergencies while abroad, AXA provides a 24/7 helpline. It's advisable to call this number before receiving any hospital treatment:

• Emergency Medical Assistance Helpline: +44 1737 815 626 (24 hours a day, 7 days a week)

Remember to save this number in your mobile phone before you travel.

AXA Business Insurance Contact Details

The contact details for making a claim on your business insurance depend on the specific type of business insurance you hold.

Business Insurance Customer Service

For general enquiries about your business insurance policy:

• Phone Number: 0330 159 1508 (Mon-Fri: 8am-5pm; Sat: 9am-2pm)

Making a Business Insurance Claim

AXA provides specific numbers for various business insurance claims. While lines are typically open Monday to Friday, an out-of-hours team will pick up calls received outside these times and pass them to the main claims team.

Managing Payments and Finances with AXA

Whether you need to update payment details or make a payment, AXA offers convenient ways to manage your finances.

Online Payment Management

You can change payment details, such as direct debit information, through your MyAXA account. This is often the quickest and easiest method.

Contacting AXA for Payments

If you prefer to speak to someone or need to make a payment directly, calling AXA is the best approach. The numbers vary by policy type:

Online Email Form for Payment Queries

For payment-related questions (e.g., 'how do I change my debit card details?'), you can use AXA's online email form. Select the correct general policy type (Motor, Travel, Home, or Business Insurance) from the dropdown. Do not include confidential information like card details in the form.

How to Get a Quote from AXA

Getting a new quote or retrieving an old one from AXA is straightforward, whether you prefer online or phone methods.

Retrieving an Old Quote Online

If you've previously received a quote online or over the phone, it's likely stored in your MyAXA account. Visit the AXA UK website, click 'Retrieve a quote', select your insurance type, and log in to your account.

Getting a New Quote Online

For a new quote, go to the AXA main page, click 'All our products', select your desired policy, and then click the 'Get A...Quote' button. Fill in the required details to receive your quote instantly.

Getting a Quote Over the Phone

If you prefer to speak to someone for a quote, you can call the relevant AXA quotes team. Please note that there is no phone number for travel insurance quotes; these must be obtained online.

Making a Complaint to AXA

If you're dissatisfied with AXA's service, a claim handling, or any aspect of your policy, you can formally lodge a complaint. Contact details vary depending on the specific policy and the nature of your complaint (general policy or claims-related).

Car Insurance Complaints

• General Complaint (Policy): 0330 024 1158 (Mon-Fri: 8am-8pm; Sat: 9am-5pm; Sun: 9am-3pm)
• Claims Complaint: 0330 024 1305 (Mon-Fri: 8am-8pm; Sat: 9am-5pm; Bank holidays: 9am-3pm, closed Christmas Day, Boxing Day and New Year’s Day.)
• Claims Complaint Email: [email protected]

Breakdown Cover Complaints

• Phone: 0870 609 0023 or 01737 815 023

Van Insurance Complaints

• Policy Complaint: 0330 159 1509 (Mon-Fri: 8am-8pm; Sat: 9am-2pm)
• Claims Complaint: 0345 605 2914 (Mon-Fri: 9am-5pm)

Home Insurance Complaints

• Policy Complaint: 0330 024 1235 (Mon-Fri: 8am-8pm; Sat: 9am-5pm; Sun: 9am-3pm)
• Claims Complaint: 0330 024 1277 (Mon-Fri: 8am-8pm; Sat: 9am-5pm; Bank holidays: 10am-2pm)
• Legal Expenses Complaint: 01206 615 000 (Mon-Fri: 9am-5:30pm)
• Claims Complaint Email: [email protected]

Landlord Insurance Complaints

• Phone: 0330 159 1512 (Mon-Fri: 8am-5pm; Sat: 9am-2pm)

Travel Insurance Complaints

• Policy Complaint: 0330 024 1307 (Mon-Fri: 8am-8pm; Sat: 9am-5pm; Sun: 9am-3pm)
• Claims Complaint: 0330 024 1308 (Mon-Fri: 8:30am-7pm; Sat: 9am-5pm (closed bank holidays)
• Claims Complaint Email: [email protected]

Business Insurance Complaints

• Policy Complaint: 0330 159 1508 (Mon-Fri: 8am-6pm)
• Claims Complaint: 0345 600 2715 (Mon-Fri: 9am-5pm - calls picked up by out-of-hours claims team 24/7)

You can also use the AXA online email form to make a complaint.

General Enquiries and Other Contact Methods

For questions not covered by the specific categories above, or if you prefer alternative communication methods, AXA offers several options.

Online Email Form

You can detail your question to AXA using their online email form. This is suitable for general queries about coverage options, policy renewals, or any other information you might need.

Social Media

AXA often responds to private messages on social media platforms, providing another avenue for general enquiries.

AXA Help Centre / FAQs

Before contacting AXA directly, it's highly recommended to check their extensive online help centre and FAQs page. You might find that your question has already been answered, saving you time and effort.

AXA Health Insurance Contact Details

It's important to note that AXA Health Insurance operates with different contact details and a separate account system compared to other AXA insurance policies.

Getting a Health Insurance Quote

• If you don't have AXA private medical insurance: 0800 111 4004 (Mon-Fri: 9am-7pm)
• If you have AXA private medical insurance provided by your employer: 0800 032 1965 (Mon-Fri: 8am-7pm; Sat: 9am-1pm)

Making a Health Insurance Claim

• To make a new claim: Call 0800 132 203
• To follow up on a claim: Call 0800 029 4 233
• For back, joint or muscle treatment: Call 0800 029 4 236
• You can also log in to your member account to register your claim.

Managing Your Health Insurance Policy

• Log in to your member account.
• To make changes to your policy: Call 0345 607 6280
• For customer support with your account: Call 0800 302 9133
• To cancel your policy: Call 01892 512 345

Health Insurance Complaints

• If you’re in the UK: 0800 132 203
• If you’re overseas: +44 1892 512 345
• Send a letter to: AXA PPP healthcare, Phillips House, Crescent Road, Tunbridge Wells, Kent, TN1 2PL

Frequently Asked Questions (FAQs)

Q: Can I contact AXA 24 hours a day for non-emergencies?

A: While AXA has a 24-hour helpline for emergencies (e.g., burst pipe, road traffic incident), their general contact centre for non-emergency enquiries operates during specific hours: Monday to Friday from 8:45am - 6pm, and Saturday from 9am - 4pm. For many policy management tasks, you can use your MyAXA online account 24/7.

Q: Do I always need to call AXA to manage my insurance policy?

A: No, in most cases, you do not. AXA strongly encourages customers to use their MyAXA online account to manage policies. You can make changes to your name, payment details, cancel, or renew your policy online at any time. Changes typically appear within 48 hours.

Q: What if I have a car breakdown but don't have AXA Breakdown Cover?

A: If your car is undrivable and you're in an emergency situation (e.g., stranded on the motorway), you can call the general car insurance claims line (0330 024 1305 in the UK) for emergency assistance. However, if your car is still drivable, you'll need to get it home yourself and claim during AXA's operating hours for non-emergency situations.

Q: How do I report a chipped or cracked windscreen with AXA car insurance?

A: For windscreen repairs or replacements, you should book an appointment directly with Autoglass. You can do this online or by calling 0330 024 1306, which operates 24 hours a day, 7 days a week.

Q: What's the best way to get a new insurance quote from AXA?

A: You can easily get a new quote online through the AXA UK website by selecting the product you're interested in and filling out the details. Alternatively, you can call the relevant quotes team for car, van, home, landlord, or business insurance. Note that travel insurance quotes must be obtained online.

Q: Can I complain about my AXA policy or a claim online?

A: Yes, in addition to calling specific complaint lines for various policy types, you can often make a complaint by using the AXA online email form. For claims complaints, some policies also offer dedicated email addresses.

This comprehensive guide should equip you with all the necessary contact information to reach AXA for any of your insurance needs. Whether it's an emergency, a policy query, a claim, or a complaint, having these details readily available will save you time and provide peace of mind.

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