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How to make a motor insurance claim
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:
How to contact us
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:
Take details of the loss or damage caused as well as details of anyone else involved
Where policy cover applies, Instruct an approved repairer to contact the policyholder if necessary
Provide you with details of the dedicated claims handler and their contact information.
What information do we need to register the claim?
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:
Policy / Certificate number
Accident Date
Accident location and circumstances
Vehicle registration number
Driver’s details including date of birth (if driver is not the policyholder)
The date the driver passed their driving test
The vehicle registration number of any other vehicles involved (if applicable)
The details of any other party involved (if applicable)
The details of any witnesses (if applicable)
When you need to make a Glass 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:
Autoglass are available via the telephone on 0800 363 636 or via the internet at www.autoglass.co.uk.
Autoglass will collect the excess (shown on the policy schedule) and VAT (if applicable) from the driver.
Autoglass will send the remainder of the invoice directly to AXA for approval and payment.
Motorcycle Claims
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.
When can you register a claim?
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.
Why the Ministry of Justice (MOJ) reforms have affected the speed by which we need claim notification.
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:
Claims involving Employers Liability and/or Public Liability
Claims where the Claimant or Defendant is deceased
Claims where the Claimant is bankrupt
Claims where the Claimant or Defendant is a protected party
Contributory negligence other than not wearing a seat belt
Fraud
MIB untraced drivers agreement cases
Once a claim has been submitted by the Claimant’s solicitor, we have 15 business days to either:
Admit liability
Admit liability but allege contributory negligence
Deny liability
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.
Frequently asked questions
When is the excess paid?
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.
What are the uninsured losses?
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:
Policy excess
Hire costs
Alternative travelling expenses
Personal injury
Loss of use
Loss of earnings
Incidental expenses
Damaged personal items in excess of the policy limit
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.
How will I be notified once a claim has been settled?
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.
When is the policyholder's No Claim Discount affected?
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.
Can the policyholder / driver claim for damaged or stolen personal effects?
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.
How does the policyholder retain a cherished or personalised registration plate if their vehicle is stolen or is a total loss?
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.
What documentation should be sent to AXA?
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:
Vehicle Registration Document (V5) - Please send in the complete document but sign the lower red section (V513) adding our details as Motor Trader or complete section 9 if your V5 is a new format document
MOT Certificate (If applicable)
Mileage at the time of theft (If known)
Service history documentation
Vehicle purchase invoice / receipt
Details of any hire purchase / lease agreement including a valid settlement figure
Full copy of the last driver's driving licence
Where appropriate - car keys / keyless entry cards / Alarm fobs / Immobiliser fobs, Immobiliser keys / Alarm keys (All available sets of each)
Non-standard stereo documentation (If applicable)
Anything considered relevant to help us in valuing the vehicle as at the time of the theft e.g. a recent photograph of the vehicle
Identify the police station the theft was reported to along with their telephone number and the crime reference number provided.
Where should original documents be sent?
All documentation should be sent by Recorded Delivery to the following address:
AXA Personal Lines Insurance MTI Team St Philips Point Birmingham B2 5AF
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.
What happens if the vehicle is recovered?
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.
What if the vehicle is recovered after the claim has been settled?
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.
What happens if the vehicle is a total loss?
In the event that the policyholder's vehicle is deemed by AXA to be a total loss, the valuation offered is based on the current market value (At the date of the incident). This will take into consideration the condition, mileage and any accessories fitted that are standard manufacturers fitted items. Additional accessories and modifications fitted after the manufacture will be considered if they have been declared on the policy
The value indicated when the policy started is NOT the current market valuation. This value is used by AXA to ensure adequate funds exist for all policyholders in the event of significant claims
AXA has a legal obligation to ensure the correct disposal of any vehicle that has been categorised as waste, through a fully licensed salvage agent. Therefore, if our motor engineer has assessed the salvage as waste, we will be unable to allow the policyholder to retain the damaged vehicle
If the vehicle is not wholly owned by the policyholder (i.e. Hire Purchase or Lease Purchase), AXA will settle initially with the finance company. If the amount we pay does not cover the outstanding balance, the finance company will contact the policyholder directly with regards to the outstanding amount. If there is a surplus after settling with the finance company, the balance, net of excess, will be issued to the policyholder
If it is clear that the vehicle will be a total loss at the time of reporting the claim (Description and severity of damage, age of vehicle) we will instruct Copart to collect the vehicle. They will do so within 48 hours and will submit digital images to us for valuation purposes
The policyholder should be reminded to remove all personal effects and the tax disc from the vehicle prior to collection from Copart.
If the vehicle is a total loss, what does the policyholder need to do?
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:
Vehicle Registration Document (V5)
Original MOT Certificate (If applicable)
All sets of vehicle keys if not already provided when the vehicle was collected
All documents need to be sent to:
AXA Personal Lines Insurance Total Loss Team St Philips Point Birmingham B2 5AF
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 valuation isn't agreed, what can the policyholder do?
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.
What are the benefits of having an Approved Repairer?
The AXA Approved Repairer Network is focused on delivering excellent customer service.
Once we have notified the approved repairer, they will contact the policyholder to book the vehicle in for repair within 24 hours. There is no need for the policyholder to spend valuable time obtaining alternative estimates.
Once the vehicle is on site, the repairs can commence immediately without having to wait for an engineer to inspect. There is also a collection and delivery service available upon request.
The policyholder will be kept informed throughout the repair process. Our approved repairers have controls in place to ensure this happens.
Subject to availability, a Class A replacement car will be provided for the duration of the repair period.
The approved repairer will give the policyholder an automatic 5 year guarantee on the workmanship carried out (Unless the vehicle is sold). If the policyholder has an existing warranty in place that is longer than 5 years, we will match this warranty.
When can an Approved Repairer be used?
If the policy cover is Comprehensive, an approved repairer can be used for any damage caused to the policyholder's vehicle when the damage has been caused by a road traffic accident, theft, break-in, malicious damage, fire or flood.
If the policy cover is Third Party Fire & Theft, an approved repairer can be used for any damage caused to the policyholder's vehicle when the damage is as a result of theft, break-in or fire.
If the policy cover is Third Party Only, there is no cover for damage to the policyholder's vehicle.
How long will it take the Approved Repairer to contact the policyholder?
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.
Will the policyholder/driver be notified once the repairs have been authorised?
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 vehicle is damaged, is the policyholder entitled to a courtesy vehicle?
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.
What type of courtesy car is the policyholder entitled to?
The type of courtesy vehicles our approved repairers supply are Class A vehicles. e.g. Vauxhall Corsa, Nissan Micra etc.
What happens if the driver has a courtesy vehicle and it is assessed as a total loss?
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.
Once a motor insurance claim has been made
Keeping you updated
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 will keep you updated on progress by proactively contacting you by telephone with any developments
We are able to send the policyholder relevant SMS message updates throughout the claim.
Uninsured Loss Recovery (ULR)
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.
Motor claims hints and tips
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.
What to do after an accident
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:
Stop at the scene of the incident. If there are any injuries or damage to someone else's property (Including other vehicles) it is an offence not to stop. If a dog or farm animal is hit, the driver is required by law to report the incident to the police. If a cat or wild animal is involved, there is no obligation to contact the police but the driver should ensure the animal is not injured or suffering.
Ensure the scene and everyone involved is safe. Switch off all engines, turn on hazard lights and alert oncoming traffic about the incident.
It is useful to keep an accident pack in the vehicle. This should contain a notebook, a pen or pencil and a disposable camera (This is in case the driver's mobile phone does not have a camera). It is also useful to have a note of the insurance details to hand (Policy number and insurer contact details).
Only take photos of the accident scene from a safe position.
Exchange names, addresses, telephone numbers and insurance details with all of the other parties involved. Also write down a description of the other driver and vehicle (Registration number, Make, Model and any distinguishing features).
Look for anyone that may have witnessed the accident and take their details. Independent witness evidence is very valuable as evidence when establishing fault for the incident.
If possible, draw a quick sketch of the accident scene, noting the road names in addition to taking photos.
Try and make a note of how many passengers were in each vehicle. If an injury claim is made later, we need to be sure the person making the claim was involved.
If there was property damage caused as a result of the incident (Buildings, fences, bollards etc) take a note of the amount of damage. Only the damage caused by the accident should be claimed.
Report the incident to AXA at the earliest opportunity.
What to do after the vehicle has been stolen
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 theft to the police and obtain a crime / incident reference
If the vehicle has been broken into and items have been stolen, the police should be asked whether they need to inspect the vehicle and conduct a search for possible fingerprints. If they do, it is recommended that the vehicle is not touched until the police have concluded their investigations.
Report the claim to AXA at the earliest opportunity.
Driving in the rain
The following can help when driving in rain:
Stopping distances could be at least double that of a normal, dry road.
Keep back from the vehicle in front for better visibility and increased thinking and stopping time.
If you aquaplane (Tyres losing grip because of excess water), ease off the accelerator and slow down gradually whilst maintaining control.
Driving in snow and ice
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:
Use a high gear to avoid wheel spin (e.g. Second gear rather than first)
Drive slowly, allowing extra time for braking
Manoeuvre gently, avoiding harsh steering, braking and acceleration
To avoid locking the wheels whilst breaking, get into a lower gear earlier; allow your speed to fall and brake gently
If the wheels start to spin, ease off the accelerator. Do not brake suddenly
Should the wheels lock, release the brake and use a pumping action to stop.
Driving in fog
The following can help when driving in fog:
Drive slowly, using dipped headlights
Use fog lights if visibility is seriously reduced, but switch them off when visibility improves
Don't hang on to the rear lights of the vehicle in front. It can generate a false sense of security
Don't accelerate rapidly. Fog is often patchy and you can suddenly find yourself back in thick fog.
Driving whilst tired
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:
Slow down
Put on some music
Open a window
Turn down the heating
Sit upright and try to look around as much as possible
These will help maintain alertness until it is safe to stop.
Personal motor claims contacts
Register a claim online
If emergency roadside assistance is needed, please call 0345 608 0230
