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This FAQ has been created to answer most of your queries on our car insurance policy. Should you not find the answer you're looking for, feel free to contact us on 1890 24 7 365.

1. How do I make a claim?More

The easiest way is to ring us on 1890 24 7 365. We will handle everything and try to make things as painless as possible.

2. What if someone wants to claim off me?More

Contact us and we will handle everything. Do not reply to any correspondence – instead, pass it on to us.

3. I need to get my car repaired as soon as possible and in the meantime I need a replacement car. How do I make this happen?More

If you use an AXA approved repairer, your car will be repaired (with a 3 year guarantee on parts) in the fastest possible time and, in the meantime, we will provide you with a replacement car for a maximum of 7 days.

4. Can you settle a claim without my agreement?More

Yes, but we would only do so if absolutely necessary.

5. Can AXA discuss my claim with someone I nominate?More

Under the Central Bank of Ireland consumer protection code, we can only communicate with the policyholder for the duration of any claim. If, for any reason, you wish to nominate a representative, under the code you must give us your written permission to deal with that representative. This must be submitted as a letter or an email.

Please contact us on 1890 24 7 365 if you have any queries.

6. If my car is a write-off how do you work out the value?More

We will give you the market value of your car (less the policy excess) unless you have previously purchased depreciation cover.

7. What if it’s a new car?More

If you have comprehensive or third party fire & theft car insurance cover and your car was bought new, is less than 12 months old and the cost of repairs is more than 60% of the replacement cost, we will pay for a new identical model.

8. What’s an excess?More

If you claim for accidental damage to your car, you have to pay the first portion of any claim. The amount you pay is called an excess. Please check your policy schedule to find out the amount of your excess.

9. How does the no claim discount work?More

For every year where you do not claim on the policy (up 5 years), we will give you a discount. The maximum no claims discount is 75%. If you claim you could lose some or all of this.

10. Can I protect my maximum no claims discount?More

Yes, you can protect your no claims discount for a small extra charge. And, when you have had a maximum no claims discount with us for 10 years we will protect it free of charge for life.

11. What claims do not affect my no claims discount?More
  • The following claims will not affect your no claims discount;
  • Fire
  • Theft (or attempted theft)
  • Windscreen/glass breakage
  • Loss/damage to personal effects
  • Fire brigade charges
  • Replacement locks
12. My car was stolen what do I do?More

You must tell us and the Gardai. As long as you have theft cover, we will give you the market value of your car if it is not recovered.

13. In simple terms what is motor breakdown assistance?More

If your car breaks down or just won’t start, one phone call to our Motor Breakdown Assistance centre will put things right. We’ll send a mechanic to help you. If things can’t be fixed on the spot, we will tow your car to your home or aa local garage (whichever is nearer) and, if needs be, help you to complete your journey.

14. What can I do if I locked myself out of my car?More

If you have bought Motor Breakdown Assistance, we can help you. We will pay for one hours labour to get into your vehicle.

15. I have lost my car keys. Am I covered?More

If you have comprehensive or third party, fire & theft cover and your keys were taken from your home by burglars, we will pay up to €750 to get new keys or an alarm remote control made up. Otherwise your policy does not cover you.

16. If I use my car to drive to or from work (or during the working day) am I breaking the social, domestic and pleasure wording on my certificate?More

Your policy will cover your journey to and from work. If you use it in connection with your work, please contact us to make sure you are protected.

17. If I leave my keys in the ignition and my car is stolen am I covered?More

No. Loss or damage caused by theft or attempted theft if the keys (or keyless entry system) are left unsecured or left in or on an unattended car is not covered.

18. Can I drive someone else’s car?More

Most of our customers (aged over 25 years and with a full licence) have automatic third party cover to drive someone else’s car. The easiest way to see if you are covered is to check your certificate of insurance.

When you’ve been with us for 3 years with comprehensive cover, we will upgrade your third party “driving of other cars” to comprehensive driving of other cars, at no extra cost.

19. How can I be sure who can or cannot drive my car?More

The easiest way is to read your certificate of insurance. Paragraph Six will clearly explain who can drive. Other drivers will be named or described.

20. How do I make a complaint?More

If you are not happy with the service we give you, contact your branch. If you are still unhappy, contact our customer care team on 1890 24 7 365.

21. What am I not covered for?More

You are not covered for wear and tear, routine mechanical faults, loss in value, punctures or tyre damage and parking, speeding fines and so on.

22. What's the difference between Comprehensive and Third Party, fire & theft cover?More


  • Damage by fire or theft.(fire and theft claims will not reduce your no claims discount)
  • We will also pay any claims or expenses arising from legal action brought against you following a road accident. There is no limit on the amount of personal injury claim settlements we pay on your behalf. If you damage someone else’s property, there is a limit of €30 million.
  • Accidental damage caused by you or others
  • Malicious damage or vandalism
  • Windscreen repair or replacement cover
  • Car stereo cover

    Third Party, Fire and Theft

  • Damage by fire or theft.(fire and theft claims will not reduce your no claims discount)
  • We will also pay any claims or expenses arising from legal action brought against you following a road accident. There is no limit on the amount of personal injury claim settlements we pay on your behalf. If you damage someone else’s property, there is a limit of €30 million.
23. What does windscreen cover provide?More
  • Glass cover is automatic if you have comprehensive insurance. You can add it to a Third Party or Third Party Fire and Theft policy for an additional premium.
  • We will cover the cost of having your glass replaced or repaired. This includes replacing or repairing broken or damaged windscreens and windows of your car.
  • If you have glass breakage cover and want to make a claim, you must telephone us on 1890 24 7 365 before any repair/replacement work is carried out.
  • If you use one of our nominated repairers (AllGlass or Mr. Windscreen) cover will be unlimited.
  • If you use your own repairer, cover will be limited to €250 for replacement glass or €50 for a repair.
24. Can I cancel my policy at any time?More
  • Yes. If you cancel within 14 days of buying, we will refund part of your premium (less an administration charge) provided you have not had any claims.
  • It is important that you know that if you cancel after 14 days in the first year of cover, you will not get a proportionate return of your premium (less an administration charge). For example, if you cancelled your policy after 6 months, you would only get 35% of your premium back (less an administration charge). And after 9 months, you would not get any refund at all.
  • However, if you cancel in your second or subsequent year, we will give you a proportionate refund (for example, cancellation after 6 months would see a refund of 50% of your premium, less an administration charge).
  • We can only cancel cover when we receive the insurance certificate and disc back from you.
25. How do I make a change to my policy?More
  • It couldn’t be easier. Just log onto "My AXA" and follow the simple steps. We can handle changes of car, driver, address and a host of other routine alterations there and then.
  • If something falls outside of these changes just contact us online Or phone us at 1890 24 7 365
26. How can I make sure the emails aren't blocked or put in my spam box?More

To ensure that you receive e mails from you may need to review your email settings for spam blockers. We have compiled some guidance on how to do this for the major commercial UK email providers. Please follow the instructions below:

If you have a separate spam-filtering software program installed on your computer then you will need to add to any filters or whitelists which are specified within your particular program.


  • Click on the ‘Settings’ link in the top right hand corner of the page
  • Click on ‘Filters’ and then on ‘Create a new filter’
  • Type in in the ‘from’ text box and click ‘Next Step’.
  • Select ‘Never send it to spam’ and click ‘Create filter’.

Yahoo Mail / BT Internet

  • Open your Yahoo! / BT Internet Mailbox
  • Click on ‘Options’ (on the top right hand side of the screen)
  • Click on ‘Filters’
  • Click on ‘Add’. From here enter AXA as the name for the filter. In the ‘From Header’ make sure ‘this contains’ is selected on the drop down menu. Click on the text box next to this and enter
  • At the bottom of the screen you will be given the option: ‘Move the Message to’. Select ‘Inbox’ from the drop down menu and then click ‘Add Filter’.


  • Open your Hotmail account
  • Click on the ‘Options’ link in the top right hand corner of the page
  • Click on ‘Contacts’ and then on ‘Safe List’
  • Type in in the available text box and click ‘Add’.


  • Open your AOL email account
  • Click on ‘Settings’
  • Click on ‘Spam Controls’
  • Click on ‘Control from whom I get Email’ link under Additional Spam Filters
  • Click on ‘Custom sender list’
  • Type in the available text box and click Add
  • Click on ‘Save’ on the following two pages


Unfortunately it is not possible to override NTL’s automatic spam filtering mechanism. The best option we can suggest is to set up a spam folder and review its contents regularly. This would be done as follows:

  • Open your NTL email account
  • Click on the ‘Options’ link on the left of the page
  • Click on ‘Spam’
  • Click on ‘Send to Webmail Spam folder for 7 days’ and click ‘OK’

This will send any suspected spam into the folder called ‘Spam’. You should then regularly check this folder to see if has been wrongly identified as spam. If it has then put a tick against and click on the ‘Move to Folder’ drop down list and select ‘Inbox’.

27. Where should I send my proof documents once I purchased my policy online?More

You can send your proof documents required in your My AXA account to:

The Internet Team
AXA Insurance Limited
Wolfe Tone House
Wolfe Tone Street
Dublin 1

Making a claim?
Need help with an insurance claim?
Our claims department are available 24 hours on 1890 24 7 365
Click here to notify us or track your claim online. We are available 24 hours on 1890 24 7 365