Claims FAQ

General

  • My branch is closed, how do I report a claim?

    While branches are closed, there are three ways to report a claim:

  • I have an existing claim and expected this to be settled in the coming days. Will I still get paid?

    Yes, we are continuing to operate as normal and would ask you to have your bank account details available and be ready to accept a payment via electronic means, which will be quicker for you.

  • I need to track the progress of a claim, what’s the best way?

    You can track a claim online or you can contact us on 1890 24 7 365 and your claims handler will update you. This service is operating as normal currently.

  • I need to register or manage an existing claim on behalf of a vulnerable person. How can I do this?

    You will need to get written confirmation from the policyholder. This is called a mandate. The easiest way to facilitate this, and to enable us to deal with you as the appointed representative is to send your claims handler an email approval signed by our policyholder allowing you consent to act on their behalf. You can also email us on claims@axa.ie.

  • Will the progress of my claim be delayed?

    We will do our best to minimise any impact to the progress of your claim, however there’s likely to be some delays, particularly to the investigation. We would ask you to bear with us during this difficult time, the service we provide to you is a priority and we will make every effort to reduce disruption.

  • I have made a personal injury claim and have legal representation; will this claim progress?

    Our claims teams are operating as normal, however please contact your appointed solicitor to discuss the progress of your claim.

Motor

  • My vehicle is currently in an AXA approved garage for repairs. The garage is closed, and I have a hire/courtesy car, what happens now?

    You can keep your courtesy/hire car until we are able to get your repaired vehicle back to you. We will contact you after the lockdown to make the necessary arrangements.

    If you are an AXA customer your insurance will cover your rental vehicle for the duration.

    If you are not insured with AXA you will need to contact your own insurance company to arrange temporary cover on the rental vehicle until you have you own vehicle back.

  • My vehicle is currently in a garage I nominated myself for repairs. The garage is now closed, and I have a hire/courtesy car, what happens now?

    If your vehicle is in a garage that is not an AXA approved garage you will need to contact them directly about the hire or courtesy car. You will need to keep us informed of any extension of cover required for any vehicle they have provided to you. You can call us on 1890 24 7 365.

  • I have been in an accident; can you recover my vehicle from the crash site?

    Please contact us on 1890 24 7 365 and we will assist you. If your vehicle is causing an obstruction on a roadway, then we expect to be able to get some assistance out to you to provide a tow to a safe location.

  • My vehicle has broken down, can you tow me?

    If you have Motor Rescue cover we will be able to provide a tow of your broken-down vehicle for you to a suitable and secure location. Call us on 1890 24 7 365.

  • I have been in an accident; the Gardai have recovered my vehicle. What do I do?

    You should contact us via phone 1890 24 7 365 or register a claim online.

    To progress your claim here are some key steps to take:

    • Do you know the name and location of the tow operator that was used? If not, please contact the Gardai to obtain that information and pass it on to us
    • We will contact the tow operator to ensure they are aware of our involvement and to see if we can get photos from them to help assess the vehicle.
  • I need to track the progress of a claim, what’s the best way?

    You can track a claim online in MyAXA. Alternately you can phone us on 1890 24 7 365 and your claims handler will update you.

  • I am a Health Care worker and need a courtesy vehicle following an accident

    We are committed to providing you with a rental vehicle to ensure you can complete your valuable work in the fight against COVID-19, and will make the necessary arrangements for you when you register your claim.

  • I have been in an accident, my vehicle is a write off, can I progress my claim?

    You should register your claim as normal by calling us on 1890 24 7 365 or report a claim online. We will then contact you to progress your claim. You will be asked to provide pictures and we will help you through the process.

  • I have been in an accident, my vehicle is a write off, can you provide me with a rental vehicle?

    You should register your claim as normal by calling us on 1890 24 7 365 or report a claim online. We will then contact you to discuss your specific needs and to reach a solution that suits you best during the lockdown period.

  • I have been in an accident, my vehicle is roadworthy, (there is only cosmetic damage) so I can still drive it for the time being, what should I do now?

    You should register your claim as normal by calling us on 1890 24 7 365 or report a claim online. We will then contact you to talk you through the process. We will book you in for repairs once the garages reopen. Once the lockdown is lifted, we will contact you to have your vehicle inspected and repaired.

  • My car is damaged as a result of an accident. I have found a garage that will complete the repairs during the lockdown period. Can I use them?

    You should register your claim as normal by calling us on 1890 24 7 365 or report a claim online. We will then contact you to talk you through the process. Our AXA Engineers will work with your nominated garage to review images and agree a repair figure to allow your repair to progress.

  • I’m injured as a result of an accident with an AXA policyholder; can I make a claim?

    Yes, we are operating as normal. Whilst physically attending medical appointments will be restricted your recovery and rehabilitation is a priority for AXA so please contact our claims department on 1890 24 7 365 at the earliest opportunity.

  • I have a crack in my windscreen, can I claim?

    You can call us on 1890 24 7 365 to register a windscreen claim. We will register your claim and discuss with you an approach to fixing the damage.

Home

  • My property is damaged, and I want to make a claim, what should I do?

    You should register your claim as normal by calling us on 1890 24 7 365 or report a claim online. We will then contact you to talk you through the process. If we are unable to physically inspect your property, we may seek some pictures from you. Don't worry, we will talk you through the process and help you to do this.

  • I have registered a claim and am expecting a representative from AXA to call out to me (this could be loss adjuster/Investigator/motor engineer). Will they still call to see me?

    At the moment we are conducting some investigations remotely using technology, in agreement with individual policyholders. Please contact your claims handler who will provide you with clarity on your claim.

  • My property is damaged, and I need immediate emergency assistance.

    You should contact us on 1890 24 7 365 immediately, so we can attempt to support you.

    The level of emergency will predict the best solution for you. We may be able to deploy an approved AXA Builder to make the necessary emergency repairs. Alternatively, if you have sourced a repairer locally, we will engage with them directly to agree what repairs need to be done and we will pay them directly.

  • My property has been damaged by fire, we cannot stay in the property, can we get alternative accommodation?

    You should contact us on 1890 24 7 365 immediately, so we can attempt to support you. If you and your family need emergency accommodation, we will work with you to source a suitable arrangement.

  • My property is being repaired by an AXA approved builder, will he complete the works?

    Your AXA approved builder and/or your claims handler will be available to discuss progress with you. If, for example, the works are external then we will continue to complete them, respecting social distancing. However, if your repairs are internal and you are living in the property, the AXA approved builder may need to withdraw and return once the situation improves.