Contact us for your Car and Motor Insurance | AXA UK (2024)

If you’ve had an operation or been diagnosed with a health or medical condition, you should seek advice from your doctor who can advise if you’re fit enough to drive or not. Your doctor will also tell you if you need to advise the DVLA or not.

It’s a legal requirement to tell the DVLA about a health or medical condition that could affect your driving - as you can be fined up to £1,000 if you don’t inform them. Use the DVLA’s A to Z health guide to find out more.

If the DVLA have confirmed that you can continue to drive and have provided a licence there is no need to tell us.

We’re sorry if you no longer want to insure your car with AXA. Depending on when you want to cancel your car insurance, there are different things you need to do.

If you want to cancel after you’ve been sent your renewal invitation

Your renewal invitation includes details on what you need to do if you don’t want to renew your car insurance. You can alsolog in to your AXAAccount to find out how you can decline your renewal.

If you want to cancel before you’ve been sent your renewal invitation

In most circ*mstances you can cancel your policy online in your AXA account but there are some situations where you might not be able to, for example, if you’ve got any outstanding actions or changes on your account.

If you can't cancel online please call on 0330 024 1158 – we’re happy to help.

We’re here to take your call:

• Monday to Friday: 8am to 8pm
• Saturday: 9am to 5pm
• Sunday: closed
• Bank Holidays: hours vary

Please note: you might have to wait a while during our busy times. Call us between 8am and 9am or 5pm and 8pm, Tuesday to Thursday, for the shortest wait.

No refunds will be due if a claim has been made against the policy.

In accordance with the Road Traffic Act 1988 when a policy is cancelled you must declare that you will return or destroy all copies of the Certificate of Motor Insurance relating to your policy (whether held in paper, electronic, digital or any other format). Upon cancellation you will need to confirm that you will do this within the next 7 days.

Please note that from 2011, continuous car insurance has been a legal requirement. Find out more aboutContinuous Insurance Enforcement.

We’re sorry you’re thinking of leaving AXA. Depending on when you want to cancel your car insurance, there are different refund policies:

Cancellations within 14 days

If you change your mind shortly after buying, you have two options to cancel your car insurance within 14 days of the start date:

• You can cancel the policy back to the start date. This is your statutory right to cancel. We’ll return your payment in full. In effect, this means that your car was not covered by us.
• Alternatively, we can cover you for up to 14 days. If you cancel during this time, we’ll return your payment for cover after the cancellation date. It’s what’s known as a pro-rata refund and takes into account the time you’ve been covered by us.

Cancellations after 14 days

If you cancel your car insurance after 14 days from the start date you will need to pay a £52.50 cancellation fee on top of the time you’ve been covered by us. We’ll return payment for cover after the cancellation date (a pro-rata refund), minus the cancellation fee.

If there is a claim on the policy, you'll need to pay the full premium for the year.

Yes, you can change the car or car details on your policy using your AXA Account.

Simply login and select the 'change' link next to where your car is listed and follow the instructions.

Please remember to keep all your details up-to-date otherwise your cover could be affected.

Changing your details could result in your car insurance premium rising or going down. You can make changes yourself online with no admin charges.

You can access your policy documents and certificate in your AXA Account.

Simply log in and select the ‘policy documents’ tab in ‘Your policies’ – you can view or print your policy documents and check your cover - including the wording for the policy you've bought.

Cover for driving other cars is not available for everyone; for example, we can’t provide this cover extension for drivers under 25 and certain occupations.

You must check Section 5 of your car insurance certificate. If we will cover you to drive other cars it will include this sentence:

“The policyholder only may also drive a car not owned by them or hired to them under a hire purchase agreement and which is not used in connection with the motor trade.”

Before driving someone else's car, you must have the owner's permission and their car must have valid insurance already. You can only use the car in the UK for the purposes stated on your certificate.

The extension to drive other cars only applies to the policyholder and NOT named drivers.

It only provides cover for third party damage or injury, and NOT fire, theft or accidental damage.

Only cars are covered by this extension – you are NOT insured to drive vans, buses and minibuses, other commercial vehicles, quadbikes or motorcycles of any description.

If you intend to drive another car regularly, adding it as a temporary additional vehicle in your AXA Account will increase the cover from third party only.

Please remember to keep all your details up to date because your cover could be affected if there are any inaccuracies.

Need to make changes to your policy?

Did you know you can make some changes to your existing policy yourself? This can be done in your online account. The best bit? You won’t have to pay any admin fees for these changes.

You can make the following changes yourself:

• Changing your car
• Updating your car details
• Changing to a private number plate
• Changing your address
• Adding an additional driver
• Updating driver details
• Adding optional cover

Frequently asked questions

Looking for an answer quickly? Here are some of the most common questions we get:

Live chat

If you need help making a change you can talk to our team through live chat. You can access live chat through the ‘Make a change’ section in your online account.

Our live chat team are on hand to answer your queries:

• Monday to Friday: 8am to 8pm
• Saturday: 9am to 5pm
• Sunday: closed
• Bank Holidays: hours vary

Outside of these hours:

Want to talk to us?

Sometimes you just need a hand, we’re here to give you just that.

It's helpful to have your policy number handy when you call.

Calling from England, Scotland or Wales

0330 024 1158

We’re here to take your call:

• Monday to Friday: 8am to 8pm
• Saturday: 9am to 5pm
• Sunday: closed
• Bank Holidays: hours vary

Please note: you might have to wait a while during our busy times. Call us between 8am and 9am or 5pm and 8pm, Tuesday to Thursday, for the shortest wait.

Calling from Northern Ireland

0289 002 0104

Lines are open:

• Monday to Friday: 8am to 8pm
• Saturday: 9am to 4pm
• Sunday: closed
• Bank Holidays: closed

The quickest way to get a car insurance quote with us is online:

Frequently asked questions

Looking for an answer quickly? Here are some of the most common questions we get:

Providing your No Claims Discount (NCD)

If we’ve asked you to send proof of your NCD, you can upload this online:

Alternatively, you can email it to us via ncd@axainsurance.com.

What must your proof of No Claims Discount show?

Your proof of No Claims Discount must be issued by your previous insurer in the UK, and needs to show:

• Your name as the policy holder
• The number of years No Claims Discount you are entitled to
• The expiry date of your previous policy

Your previous No Claims Discount must also meet the following conditions:

• Be earned on a private car, company car, fleet vehicle, motorbike or mobility vehicle
• Be less than 24 months old if earned on a private car
• Be earned on a UK or EU licence
• Not be currently used to insure another vehicle

For more information, you can take a look at our in our Frequently Asked Questions above.

Need more help?

You can also call us on 0330 024 1157

We’re here to take your call:

• Monday to Friday: 8am to 8pm
• Saturday: 9am to 5pm
• Sunday: closed
• Bank Holidays: hours vary

Make a payment or change an existing payment method

The quickest way to make a payment, or change your payment method is online. You can do this through your online account; just click the button below to get started.

Frequently asked questions

Looking for an answer quickly? Here are some of the most common questions we get:

Need to talk to us?

You can call us on:

0330 024 1229

We’re here to take your call:

• Monday to Friday: 8am to 8pm
• Saturday: 9am to 5pm
• Sunday: closed
• Bank Holidays: closed

Broken down?

Our helpline is open 24 hours a day to help if you breakdown.

For assistance in the UK, please call us on:

0345 602 9761

For assistance in Europe, please call us on:

+44 1737 334051

Or you can visit our free, online breakdown recovery tool, e-Rescue:

You’ll need to have breakdown cover with us to use this service. Not got it? Don’t worry, you can get a quote for it.

General complaints

We’re sorry to hear that you’re not happy with our service. Please raise a complaint with us and we’ll see how we can help.

You can raise a complaint with our team by filling in our contact form:

Or you can call our team on:

0330 024 1158

We’re here to take your call:

• Monday to Friday: 8am to 8pm
• Saturday: 9am to 5pm
• Sunday: closed
• Bank Holidays: hours vary

Claims complaints

If you need to make a claims complaint or request an update, please email our team:

Alternatively, you can call our team on:

0330 024 1305

We’re here to take your call:

• Monday to Friday: 9am to 5pm
• Saturday: closed
• Sunday: closed
• Bank Holidays: closed