Independent guide — VIP Claims is not affiliated with AXA.
How to Make an AXA Car Insurance Claim
AXA Insurance UK plc
The short answer
AXA lets you start a car insurance claim either online, using a short question-based tool that routes you to the right process, or by phone on the 24-hour claim line. The number to call depends on whether your policy was bought direct from AXA or through a broker, so check your documents or use the online tool first.
Official AXA claim contacts
These are AXA's own contact details, published on AXA's website. They are not VIP Claims numbers.
Claim online at AXA- New car insurance claim (24-hour claim line)0330 024 1305
Official AXA contact number · 24 hours a day, every day
For AXA-branded direct car policies; confirm the number on your certificate as broker-arranged policies may differ.
- Claims adviser line (alternative)0345 608 0230
Official AXA contact number · Not published
Listed for AXA car policies arranged through a broker; check your documents to confirm which number applies to you.
- Emergency roadside assistance (UK, direct policy)0330 024 1305
Official AXA contact number · 24 hours a day
Selected via the online claim wizard when choosing an AXA-purchased policy.
- Emergency roadside assistance (UK, broker policy)0345 608 0230
Official AXA contact number · 24 hours a day
Selected via the online claim wizard when choosing a broker-purchased policy.
- Emergency assistance while abroad (route 1)+44 (0)1217 520 685
Official AXA contact number · 24 hours a day
Call costs from outside the UK may vary; selected for direct policies in the online wizard.
- Emergency assistance while abroad (route 2)+44 (0)161 938 5678
Official AXA contact number · 24 hours a day
Call costs from outside the UK may vary; selected for broker policies in the online wizard.
Policy types: AXA car insurance is sold both directly and through brokers, and the correct claims and roadside assistance number depends on how the policy was purchased. AXA's online claim tool asks a short series of questions to route customers to the right number, so it's worth using it, or checking the number printed on your policy schedule or certificate of motor insurance, before calling.
VIP Claims — independent
Was the accident not your fault?
If another driver was at fault, you may have options beyond claiming on your own AXA policy. VIP Claims Ltd is an independent accident management company and can check, free of charge, whether we're able to manage the claim for you. Eligibility depends on the circumstances of the accident, and nothing is guaranteed.
This is a VIP Claims contact number, not an AXA number. VIP Claims Ltd is not affiliated with or endorsed by AXA.
Step by step
How to start a AXA claim
- 1Go to the AXA 'Make a claim' page and answer the initial questions about whether you need emergency roadside assistance and how you bought your policy.
- 2If you already have an online account, log in to report or track a claim digitally.
- 3If you need to call, use the number the online tool gives you (or the one on your certificate of motor insurance) and have your policy details ready.
- 4For emergency recovery after an accident, use the emergency assistance option in the online tool to get a dedicated 24-hour number.
Before you call
Information to have ready
- Policy number and registration
- Date, time and location of the incident
- Names and contact details of anyone else involved, including witnesses
- Details of any other vehicles, drivers and insurers involved
- Whether the police attended and any crime or incident reference number
- Photos of the damage or scene if it's safe to take them
Our car accident checklist covers what to record at the scene.
What happens next
After you report the claim
- AXA will confirm your claim reference and talk you through next steps for repairs or recovery.
- You can log in to your AXA online account to track the progress of your claim.
- If AXA arranges a repairer for you, they will coordinate the estimate and repair timeline directly with the garage.
Costs
Excess and your no-claims discount
Any policy excess and no-claims discount effect depends on your individual policy and fault status; check your schedule and policy wording, or ask your claims handler, for figures specific to your cover.
Your policy schedule sets your compulsory and voluntary excess — check it before assuming an amount. See also our guide to non-fault claims.
Staying mobile
Courtesy car or replacement vehicle
Courtesy car availability depends on the level of cover and options chosen on your policy; check your policy schedule and wording for confirmation of whether this applies to you.
Provided under your own cover, usually only while the car is with an approved repairer, and typically a small standard model.
Where another driver is at fault and you are eligible, a like-for-like vehicle may be arranged as part of the claim against them.
A hire vehicle supplied on credit, with the cost pursued from the at-fault insurer. Subject to eligibility and your obligations if the claim fails.
None of these is automatic. Read more in our replacement vehicle guide.
Repairs
Approved repairers and your choice of garage
AXA can arrange for your vehicle to be repaired through its approved repairer network as part of the claims process; ask your claims handler about repairer options when you report your claim.
Your options
If the accident wasn't your fault
After a non-fault accident you generally have three routes. Which suits you depends on your cover, your excess, and how quickly you need a vehicle.
Claim through AXA
- Simplest single point of contact.
- Your excess is usually payable first and recovered later if liability is admitted.
- The claim is recorded against your policy, which can affect renewal even when you are not at fault.
Claim against the at-fault insurer
- No excess payable to your own insurer.
- You deal directly with the other side, which can be slower if liability is disputed.
- You are responsible for evidencing your losses.
Use an independent accident manager
- VIP Claims can handle repairs, recovery and the claim where you are eligible.
- Services are subject to eligibility and the circumstances of the accident.
- Not guaranteed, and not a substitute for your policy obligations.
Whichever route you choose, most motor policies require you to notify your own insurer of the accident, even if you do not make a claim on your own policy. Check the notification condition in your policy wording.
VIP Claims — independent
Was the accident not your fault?
If another driver was at fault, you may have options beyond claiming on your own AXA policy. VIP Claims Ltd is an independent accident management company and can check, free of charge, whether we're able to manage the claim for you. Eligibility depends on the circumstances of the accident, and nothing is guaranteed.
This is a VIP Claims contact number, not an AXA number. VIP Claims Ltd is not affiliated with or endorsed by AXA.
Existing claims
Tracking an existing AXA claim
If you've already started a claim, you can track its progress by logging into your AXA online account, or by calling the number provided in your claim confirmation.
If something goes wrong
Complaining about a AXA claim
AXA asks customers to first contact the team handling their claim, or their usual policy contact, if something has gone wrong. If you're not satisfied with the response, AXA has a complaints process that can lead to referral to the Financial Ombudsman Service if the matter isn't resolved. See AXA's contact and complaints-data pages for current routes and published complaint volumes.
Questions
AXA claims: frequently asked questions
Does it matter whether I bought my AXA policy directly or through a broker?+
Can I report a claim without calling AXA?+
What if I'm abroad when I need help?+
How do I make a windscreen or glass claim with AXA?+
Where this came from
Sources
The AXA details on this page were taken from AXA's own published information on the dates shown. Insurers change contact details and processes, so please confirm anything important in your policy documents.
- AXA - Make a car insurance claim — checked 5 June 2025
- AXA - Contact us for car insurance — checked 5 June 2025
- AXA Car Insurance policy wording (direct) — checked 5 June 2025
- AXA help centre - windscreen and glass cover — checked 5 June 2025
Read our editorial policy and correction process.
Related guides
- Non-fault claims explainedYour rights and options when the accident wasn't your fault.
- What accident management isHow an independent accident manager differs from your insurer.
- Replacement vehiclesCourtesy cars, like-for-like hire and who pays for them.
- Car accident checklistWhat to do and record in the first minutes after a crash.
- Write-offs and total lossHow valuations work and how to challenge a low offer.
Other insurer claim guides
VIP Claims Ltd is an independent UK accident management company. We are not affiliated with, appointed by or endorsed by AXA, and we are not an insurer. This guide is general information, not legal or financial advice.
Our services — including replacement vehicles, repairs and excess recovery — are subject to eligibility and the circumstances of your accident, and are not guaranteed. You should check your own policy for its accident notification requirements.