We want to make sure you know exactly what you’re covered for and that you have the information
you need should you need to make a claim.

Unlimited Buildings and Contents Cover*
We don’t ask you to calculate the exact cost of rebuilding your home or replacing your contents. There is no total sum insured limit, but single article and total valuable limits apply, which are set out below.

Limits for valuable items
We want to make sure your valuables are fully covered, that’s why we have a limit of £30,000 cover for items such as jewellery, watches or cameras, with a maximum value of £15,000 per item.

Personal Possessions away from home
If you have Personal Possessions Cover, your belongings are protected against loss and damage anywhere in the
world. For example, they’re covered if you take them with you on holiday. The cover starts at £2,500 with
our Classic policy and can be increased up to £25,000. You can also choose to add this cover to our Flex policy.

New for Old
If the item you’re claiming for is no longer available, we will replace it with the latest model – regardless of
how much you originally paid or the age of the item.

Like for Like
If we can’t replace the exact item, we’ll find you a replacement that matches the same quality and specification of the item you’re claiming for.

Wear and Tear
Gradual damage can occur to your property and contents over time and this wouldn’t be covered by your policy. For example, loose roof tiles or rotten wooden window frames.
Read our top tips on preventing wear and tear in your home.

Please refer to your policy document for full information about your cover.

Here are a few practical hints that could prevent you having to make a claim. We hope they’re useful.

Burst pipes
Burst internal pipes are one of the most common causes of damage to homes – especially during the winter months. Here’s how you can help prevent them:

• Set your central heating to come on for at least 15 minutes every morning and evening. This will maintain a flow of warm air.
• You could drain your system if you’re going to be away for a long time over the winter.
• Insulate your loft, cold water storage tank and water pipes to reduce the risk of freezing.
• Leave your loft hatch open to allow warm air to reach the loft.

Security
Most burglars are opportunists and will usually target homes that are easy to break into. You can deter them by fitting strong locks on your exterior doors and windows. You may also want to:

• fit an alarm if your property is empty for long periods of time
• install a CCTV system
• use a plug-in timer or leave lights on and draw your curtains if you’re away for the evening
• consider using a house sitting service, that will arrange for your home to be looked after while you’re away
• remove keys from inside locks and keep them out of sight
• avoid leaving spare keys in hiding places, such as under the doormat or close to the property entrance – thieves know to look here first
• install outdoor security lighting
• keep tools and ladders securely locked away
• mark your property, as this could help the police identify it if it’s been stolen.

General upkeep
Keeping your home well-maintained can prevent minor problems going on to cause major damage to your property, which might not be covered by your policy.

It's advisable to:

• Check your roof for missing tiles and general wear and tear – especially after a storm.
• Make sure your guttering is free from blockages.
• Get an expert to check that gas fires, boilers and central heating are in good working order and serviced every 12 months.
• Check fencing and outbuildings are sturdy and secure.
• If you have a chimney ensure it is swept regularly and that it’s free from soot.

Flood protection
The weather can be unpredictable, but there are a number of things you can do to help you and your home be more prepared. Such as:

• Checking, clearing and unblocking drains regularly so that heavy rain can run freely.
• Keeping sandbags if you are in an area that receives a flood or weather warning.
• Make sure you know where to turn off your gas and electricity supply and keep personal documents in a sealed bag.
• Be prepared to react quickly – unplugging all electrical items and moving furniture as high up as possible.
  

Subsidence
Ground movement can cause severe damage to your home, but there are ways to prevent subsidence causing major damage:

• Always keep an eye out for diagonal cracks running away from your windows and door frames. These are the most common signs of excessive ground movement.
• Ensure any split pipes are repaired as soon as possible as flooding could wash away the soil from your foundations.
• If you notice any damage caused by ground movement, inform us immediately. If we can deal with the subsidence straightaway it could stop the repairs becoming difficult and lengthy.*

* Subsidence excesses are likely to be higher than the normal excesses you have selected.
Check your policy for full details.

We know that making a claim can be daunting, that’s why we want to make sure you get the best possible service from start to finish.

• You will always be offered the option of repair or replacement first, but if you would prefer to carry out
  repairs or replace an item yourself, we will happily consider an agreed cash settlement amount.
• If your property is uninhabitable while repairs are taking place, we’ll arrange alternative accommodation for you and your pets.
• If you make an escape of water, flood or subsidence claim, you will be allocated a single claims handler who will support you throughout the entire process of your claim.
  

It’s worth noting that when you make a claim – even if it’s for a small amount – your premium may increase when you renew your policy.

If there’s an emergency in your home, you might need help straightaway. If your cover includes our Home Emergency service, all you have to do is call us and we'll send a reliable tradesperson to come and fix the problem. We'll also pay up to £1,500 towards parts and labour.

Typical examples of home emergencies are:

• burst internal pipes, blocked drains and sewage pipe or leaking radiators
• leaking roofs
• broken or damaged windows that mean the property is not secure
• vermin inside the property.
  

When you need help, our advisors are available 24 hours a day to:

• provide immediate advice on how to deal with the emergency
• organise a qualified tradesperson to come and repair the damage – usually in under two hours for uncontrollable emergencies
• pay up to £1,500 towards parts and labour.

If you have an emergency in your home, all you have to do is call 0845 603 1274 (lines are open seven days a week, 24 hours a day).

You can also write to us at:
AXA Assistance
The Quadrangle
106 - 118 Station Road
Redhill
Surrey
RH1 1PR

Please check your policy summary to see if you have this service.

After the repair is complete, if there is any damage to your property caused by the emergency, you will need to contact the Claims helpline on 0845 610 0301.

Home Emergency claims will not affect any No Claims Discount you may have or impact on your claims record.