Car Hire Excess Insurance claims


AXA Assistance

The easiest way to submit a claim is through the AXA online claims portal.

 

Alternatively, you can request a claim form from the AXA claims team by:


For all claims

All claims will require you to provide the following documentation:

  • your signed rental agreement, confirmation of the condition of the hire vehicle at the time the rental agreement commenced and evidence from the rental company that you are being held liable in relation to your claim

  • original bills or invoices you have been asked to pay

  • details of any other insurance you have that may cover the same loss
  • as much evidence as possible to support your claim
  • a copy of the driving licence of the person driving the hire vehicle at the time of any incident
  • a detailed account of the circumstances surrounding the event, including photographs and video evidence (if this applies)
  • a detailed account of the circumstances that led to the damage of the hire vehicle, including a written police report (if appropriate)

Additional requirements for claims involving personal possessions and hire vehicle keys
 

For claims involving personal possessions or keys, you will need to:

  • report the theft, damage or loss to the police within 24 hours of discovery and ask them for a written policy report

  • inform your hotel or apartment manager (if appropriate) and ask for a written report
  • keep any damaged items as they may need to be inspected
  • obtain an estimate for repair or replacement of all damaged or lost items

Please keep photocopies of all the information you send during the claims process. Please refer to your policy wording for full information about additional details that may be required during your claim.



Car Hire Excess Insurance complaints


Claims complaints

If you have a complaint relating to a claim on your policy, please contact the AXA Insurance complaints team by:


All other complaints

 

We always aim to provide you with a first class product and service. However, there may be times when you feel we have not done so. If this is the case, please tell us about it so we can make sure it doesn’t happen again in the future. Making a complaint does not affect your legal rights. In the first instance, please contact our Sales and Service team by:

Please provide your name, address, policy number and copies of any relevant correspondence as this will help us respond to your complaint as quickly as possible.