Claim

Car Insurance 
How to declare your claim

1. What to do in case of an accident?

You must obtain a police report as this is required by law to process your claim. This is also required by the workshop to carry out the repairs on your vehicle.

2. What documents do I require to report a claim?

• Original police report;
• Copy of the registration card of the vehicle;
• Copy of the driving license of the driver at the time of the accident.

3. How to report a claim?

You no longer need to come to the AXA office to report a claim. You simply have to call the AXA Motor Claims toll free number 800 4845 (24 hours) to open your claim. To submit your claim online  click here.

We will record details of the incident and advise you of the next steps.
Please remember it is important that you report any accident /damage to your vehicle first to police and then to us immediately.

Once the claim is opened, you will receive an SMS with a claim reference number and the contact details of a garage appropriate to the type of policy & the insured vehicle.

4. How is my No-claims Discount affected when the accident/damage to my vehicle is not my fault?

If you have comprehensive cover, we will repair your vehicle in accordance with the terms of your policy.

Where the "at fault third party” is known, we will then seek to recover our costs from the person at fault and no excess is payable on recoverable claims. Your No-claims Discount will not be affected by this claim.

Where the at fault third party is not known, your No-claims Discount may be affected because we cannot recover the cost of your claim.

5. Which garages will you use to repair my vehicle?

If you have selected Agency Repairs then your vehicle will be repaired at the vehicle’s authorized dealership. Otherwise AXA will select one of its own authorized repairers. We only use garages that adhere to our strict quality controls. Garages must have experienced qualified personnel and access to sophisticated repair equipment. For this reason we are able to offer a 12-month guarantee on repairs carried out at non-agency garages.

6. Why am I charged with multiple excess?

The Policy excess is applicable to any non-recoverable claim. This is specified in your policy schedule.

In the event that you report multiple claims at the same time, a separate excess for each claim / event may be applied by AXA. Examples of multiple claims include scratches and dents to the vehicle which cannot clearly be attributed to one single event.

7. What to do in case of an accident outside UAE?

In the event that you have an accident whilst you are travelling outside UAE and wish to open your claim and have the vehicle repaired in that country, you may do so by contacting our Claims Department in the country you are in:

Submit your Claim

Submit your claim online by clicking the button above. You may also visit AXA office near you to submit your claim.

Home Insurance 
How to declare your claim

 Claims Settlement

At your option we will indemnify you by replacement reinstatement repair or payment where we are able to replace the property payment will be limited to the cost of replacement by our preferred supplier. 

Contents and Personal Belongings (Sections 1, 2 & 3) 

The total amount payable by us in respect of loss or damage under Sections 1, 2 & 3 arising out of one occurrence shall not exceed the sum(s) insured.

The sum(s) insured will not be reduced by the amount of any claim payment unless stated otherwise in any cover.

Valuables

In respect of valuables

1. No one item shall be deemed of greater value than the Valuables Single Article Limit unless insured as a separate item.
2. In respect of Sections 1 & 2, the total value of Valuables shall not exceed one third of the total sum insured by these Section unless otherwise stated in the Schedule.

Wear and tear

1. In setting claims for total loss or damage beyond economic repair there will be no deduction for wear tear and depreciation except for:
   1. Any claim in respect of clothing household linen and pedal cycles.
   2. Any claim resulting from accidental damage to radio receivers television sets and games recording and audio equipment computers and carpets all more than 5 years old.
2. In respect of property not belonging to you or your domestic helper a deduction for wear tear and depreciation will be made unless you or they are legally responsible for the cost of replacement as new under the terms of an agreement.

Matching items

1. We will not pay for the cost of replacing any undamaged items forming part of a matching set or articles or suite of furniture. Where carpeting is damaged beyond repair only the damaged carpet will be replaced and not undamaged carpet in adjoining rooms.
2. If any claim arises for loss of or damage to an article constituting one of an insured pair no regard shall be had to any special value as such and the amount payable under this Policy shall be calculated as though the article had been separately insured at pro-rata of the value of the pair or set.

Excess

An amount of BHD/OMR 25 or AED/SAR 250 will be deducted from any claim under each of the Sections 1, 2 and 3 of the Policy unless a specific excess has been mentioned for any cover or in the Schedule. Only one Excess may apply in the event of a claim under more than one item arising out of the same occurrence at the same time.

Any article exceeding single article limit

Proof of value will be required when making a claim for an item valued in excess of the Single Article Limit. We recommended that you retain copies of receipts, valuations, photographs, instructions booklets and guarantee cards to assist in the event of a claim.

Buildings (Sections 4 & 5)

At our option we will indemnify you by payment reinstatement replacement or repair. However we will not pay any reduction in the market value of the Home resulting from reinstatement.

Excess

An amount of BHD/OMR 100 or AED/SAR 1000 will be deducted from any claim under Sections 4 and 5 of the Policy. Only one excess will apply in the event of a claim under more than one item arising out of the same occurrence at the same time.

Submit your Claim

Submit your claim online by clicking the button above. You may also visit AXA office near you to submit your claim.

Travel Insurance 
How to declare your claim

You must notify us in respect of the Medical Claim for Section A,B,C,D,E,F,G,H,I,J, and K – immediately after occurrence of any event the consequence of which could result in a claim, you or any other person acting on your behalf should contact as soon as possible the Alarm Centre in order to receive our prior approval and indication on the procedure to follow.

Contact AXA +441 892 55 6767 - 24 hours a day, 7 days week

Email : medex.travel@axa-gulf.com

Please refer to terms and condition for complete details and other additional local numbers for claims.

You should state:

• Your family name and first name
• The name of the insurance company (AXA Gulf Insurance) as well as the insurance policy number and period of insurance
• The date of entry in the visited country
• The Name, address and telephone number of the Medical Centre to which the Insured Person has been admitted
• The name and address of the Medical Practitioner in charge of the Insured Person
• A Brief description of the problems encountered.

For all other Sections L, M, N, O, P, Q & R, kindly contact our offices on the below mentioned numbers  as soon as possible, but not later than 31 days of the end of the Trip.

Theft claims you must provide written proof from the police that the incident has been reported.

Baggage delay claim you should get a letter /report from the airline confirming the delay and delivery dated and time of baggage.

You may visit AXA office near you to submit your claim.

Health Insurance
How to declare your claim

What do I need to do in order to be reimbursed for my claim?

For reimbursement you need&

• A fully completed and original claim form signed and dated by you and the medical practitioner giving treatment (by original we mean we must have a form with all the details and signatures as originally written, not as a photocopy).
• Original receipts for consultation, diagnostics, medications, investigations etc& (i.e. any medical service you have paid for).
• Check the claim form and ensure that all required sections are completed. If the Medical Practitioner has missed anything you will need to go back to him and ask him to properly complete his sections of the form.
• You must do this before sending the form to us or we will not be able to process your claim.
• Once this is done take a photocopy for your own records (in case something gets lost in the post) and secure all the papers together.
• Send/deliver them to AXA see Contact us section.

Settlement outside the A.G.C.C

Will my bill be settled directly if I have an out-patient appointment while outside the AGCC?

If you are outside the A.G.C.C. it is not possible for us to arrange to settle bills for out-patient treatment directly with the clinic or hospital. You will need to use the reimbursement process for all out-patient services.

Will you be able to settle my bills directly if I am admitted to hospital within the International network of hospitals?

If you are to be admitted to a hospital within our international network of hospitals we will be able to settle your bills directly with the hospital. We will still need you to contact us in advance.

Who can I contact to answer my queries?

Our Customer Service Team and Medical Board are available 24 hours a day,7 days a week and 365 days a year: