Who are AXA and what do they do?

AXA are a global and world-leading insurance company. They’ve been offering home emergency services for over 30 years. Working with a UK-wide network of qualified engineers, electricians, locksmiths, plumbers and drainage professionals, they’re here to put things right for customers in an emergency.

What emergencies are covered?

AXA provide protection for a wide range of emergencies that can affect your home, including:

- Boiler or hot water failure

- Plumbing problems related to leaking pipes, blocked drains or leaking radiators

- Toilet waste pipe blockages

- Electrical failure within the property

- Boiler breakdown

- Broken or damaged windows

- Broken locks and replacement of property keys

Please check your policy document for full information.

Is Home Emergency cover the same as Home Insurance?

No. Home Insurance covers your belongings against theft, loss or damage. Home Emergency covers emergencies such as boiler breakdowns, leaks or electrical faults.

Are AXA's contractors fully approved to carry out the work?

Yes. All of their Network Contractors are fully vetted and must belong to a recognised trade association. They’re required to have relevant certificates covering gas, electricity and health and safety, where appropriate.

What happens if I move or need to make changes to my policy?

Please let AXA know if you move. And do keep AXA informed of any changes to your contact details, including telephone number, address or email. To tell AXA about any changes, just call them on 0800 028 1654 or email axa.home.emergency@axa-assistance.co.uk. If you move house or get a new boiler, please check if you still need the same level of cover, as your new boiler may be covered by a manufacturer’s guarantee.

How do I make a claim?

Just call AXA on their 24-hour emergency helpline 0800 023 4978 to log your claim, and they’ll arrange for someone to come out to fix your problem. They'll always aim to fix it on the spot, but if that’s not possible they’ll make a temporary repair to ensure your home is safe and secure.

Is there a limit per claim?

Yes. AXA's policies will cover you for up to £1000 (incl. VAT) per claim, with a limit of five claims you can make per year.

If I make a claim, do I have to pay an excess?

It’s up to you. AXA offer a choice of excess levels on their products. You can choose between having no excess, £50 or £99. So, for example, if you opt for an excess of £50 on Boiler Cover Plus and you needed an emergency repair to your boiler, you would pay the first £50 of the repair cost.

Are there any exclusions on my policy?

Full details of what’s excluded from your policy can be found in the Policy Terms and Conditions, but some of the general exclusions include:

- Damage that you were aware of before the start of the policy

- Claims within the first 14 days of your policy (unless this is a renewal)

- Any damage that’s covered by other kinds of insurance

- Repairs where there has been deliberate damage or misuse

Can I cancel the policy?

The policy is taken out for a year, but you can cancel your policy at any time. If you cancel after the 14 day cooling-off period, you’ll get a refund of your premium in proportion to how much time there is left to run on your policy from AXA.

How do I renew my policy?

AXA will write to you a few weeks before your renewal date. They’ll let you know if there have been any changes to your current policy and the amount you have to pay. Unless you tell AXA not to, they’ll renew your policy for another year to ensure your cover continues without a break.

What if I can’t find the answer I’m looking for?

If you can’t find the answer to your question in our FAQs, please feel free to call AXA on 0800 028 1654.