Car insurance contact us

The simplest way to prove your No Claims Discount, if we've asked you to, is to send us your renewal invitation from your previous insurer – providing it meets the criteria shown in the next section.

Alternatively, you can ask your previous insurer to send you proof of the No Claims Discount you have earned. This is a service they are obliged to provide for you.

What you need to send us - your proof of No Claims Discount must:

• show your name as the policy holder
• show the number of years No Claims Discount you are entitled to
• be issued by your previous insurer in the UK
• 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
• show the expiry date of your previous policy
• be earned on a UK or EU licence
• not be currently used to insure another vehicle

You must be over 22 if you have earned No Claims Discount on a motorbike.

If you have earned your No Claims Discount driving a company car, your proof must be on your company letterhead, signed by a director of the company or the fleet manager, and be less than 6 months old.

Please do not send us your Certificate of Motor Insurance as you may need this for future reference.

• You can e-mail your proof to ncd@axainsurance.com

Please make sure your AXA car insurance policy number is indicated in the e-mail.

• You can fax your proof to us on 0330 024 1261.

Please write your AXA car insurance policy number on the proof before you fax it to us.

• You can post the original document to AXA Insurance, PO Box 2796, Bolton, BL6 9LZ.

Please write your AXA car insurance policy number on the proof before you post it to us. We won’t be able to return your proof so you may want to take a copy for your records first.

What happens when you send us your proof of No Claims Discount when we've asked you to?

• Your proof will be checked and used to validate your insurance
• We will send you a confirmation email within 3 working days of checking your proof - you don't need to call us to see if we've received it
• We will also display the information in your AXA Account.

What happens if you do not send us proof of No Claims Discount

• We will send you e-mails and letters to remind you to send us your proof
• Your No Claims entitlement could be reduced which will increase the cost of your car insurance
• You will be liable to pay an admin fee as stated in the terms and conditions
• You could be at risk of a claim being delayed or settled on a third-party only basis
• We may no longer be able to insure you.

We reserve the right to charge an admin fee of £25 should a change or correction be made to your policy by a member of our team. This includes reduction of NCD entitlement.

If you have difficulty proving your No Claims Discount

You can email us at ncd@axainsurance.com – we'll give you the help we can.

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 also log in to your AXA Account to find out how you can decline your renewal.

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

In most circumstances 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: 9am to 3pm
• Bank Holidays: 9am to 3pm

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 about Continuous 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 ‘Policy Change’ section in your online account.

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

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

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: 9am to 3pm
• Bank Holidays: 9am to 3pm

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

This easiest way to send us proof of your No Claims Discount is by email.

Or you can call us on 0330 024 1157

We’re here to take your call:

• Monday to Friday: 8am to 8pm
• Saturday: 9am to 5pm
• Sunday: 9am to 3pm
• Bank Holidays: 9am to 3pm

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 “How to prove your no claims discount guide” in our Frequently Asked Questions above.

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

How to make a claim

We’ve made registering your claim quick and easy, just follow the simple steps below.

Register your 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.

Need to speak to someone?

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

For existing claims, you can call:

• Monday to Friday: 9am to 5pm

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.

Windscreen repair

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:

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: 9am to 3pm
• Bank Holidays: 9am to 3pm

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