Frequently asked questions
Take a look at our most common FAQs below or take a look through our full range of customer queries from the most common to the most obscure.
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.
Log in to your account and manage your car insurance policy online
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.
Log in to your account and manage your car insurance policy online
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.
Log in to your account and manage your car insurance policy online
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.
Log in to your account and manage your car insurance policy online
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.
Log in to your account and manage your car insurance policy online
Please remember to keep all your details up to date because your cover could be affected if there are any inaccuracies.
Need to talk to us?
Our team are here to help. Just pick one of the options below to get started:
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.
Make changes online with no admin fees
No need to call, customers who make a change online can save up to £25
Make a change online and manage your policy online
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:
How do I renew my policy? How do I find details about my policy, such as my excess? What changes to my car do I need to tell you about? Do I need to let you know about changes to my details? How do I make changes to my policy or get a quote for changes? Can I temporarily add another vehicle to my policy? Can I drive other cars under my insurance? How can I add a trusted person to my policy? When does my cover end? How do I cancel my policy? Can I cancel if I’ve made a claim? I’ve sold or scrapped my car – can I cancel? The policyholder has passed away – what happens to the policy? How do I reset my password?
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.
Log in to your 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:
Fill in our contact form and a member of our customer services team will get back to you
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:
Get a quote for car insurance Retrieve a quote
Frequently asked questions
Looking for an answer quickly? Here are some of the most common questions we get:
Can I get a quote for my next car if I don't know the registration number or date of collection yet? How do I see my saved quote? Why is a new quote a different price to my renewal? Why is my quote unavailable due to IP location? Can I pay for my quote with someone else’s payment details if I have their permission?
Providing your No Claims Discount (NCD)
If we’ve asked you to send proof of your NCD, you can upload this online:
Upload your No Claims Discount documents
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?
Complete our contact form for additional support with providing proof of your No Claims Discount documents
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.
Log in to your account
Frequently asked questions
Looking for an answer quickly? Here are some of the most common questions we get:
How do I change how I pay for my policy? How do I change my payment date? What happens if I miss a payment?
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
What would you like to do?
Make a claim online
You can register most claims with us through your online account. This can be done any time of the day, and is by far the easiest and quickest way to make your claim.
Make a claim online for your car insurance
If you need help making a claim then you can call our team:
0330 024 1305
If you’re calling from outside of the UK, please call:
+44 (0)1217 520 685
If you’re making a new claim, you can call us:
- Monday to Friday: 9am to 5pm
- Saturday: 9am to 5pm
- Sunday: closed
- Bank Holidays: 9am to 4pm
Please note: 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.
Outside of these hours you will be assisted by Auto Rescue Logistics, our recovery partners who will arrange to recover you and your vehicle.
Get an update on a claim
Already started a claim and looking for an update? Just log in to your online account to get started.
Go to my account
If you need help with an existing claim you can call our team:
0330 024 1305
We’re here to take your call:
- Monday to Friday: 9am to 5pm
Book a repair or replacement for chipped, cracked or broken glass
For repairs and replacements for chipped, cracked or broken glass, please book online with Autoglass:
If you need to talk to our team about windscreen repairs, please call:
0330 024 1306
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:
Fill in our contact form to make a general complaint
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:
Email us to make a complaint about your claim or request an update on a complaint you have already submitted
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
Contacted by a fraudster or fallen victim to a scam?
Report this to us right away and we’ll take it from here and let you know what to do to stay safe.
Report an incident of fraud