Frequently Asked Questions

The following are the main exclusions that apply to the Flood Excess Insurance policy and a claim will not be valid if;

1. You did not register your claim with the claims administrator as soon as practically possible after you claimed under your primary home insurance policy;
2. Your claim occurs within 14 days of the start date of this policy. Please note this exclusion does not apply if You have renewed this flood excess Insurance policy with us and cover has been continuous from your previous policy;
3. the incident that gave rise to the claim under your primary insurance policy happened before the start date of this policy or after this policy ends;
4. the property where the loss or damage occurred is not the Premises shown on your schedule;
5. a third party waived or reimbursed your flood claim excess amount due under your primary insurance policy;
6. Your claim under your primary insurance policy does not fall within its terms and conditions but your primary policy insurer settles your claim on a goodwill or without prejudice basis;
7. Your claim under your primary insurance policy, or this policy, is fraudulent, false or exaggerated in any way;

Please refer to the policy wording.

No, Flood Excess Insurance does not cover burst pipes (commonly known as escape of water claims).

If you wish to make a complaint, you can do so at any time by referring the matter to:

Complaints Manager
AXA XL Insurance Company UK Limited
20 Gracechurch Street, London, EC3V 0BG
Email: axaxlukcomplaints@axaxl.com
Telephone Number: +44 (0) 20 7743 8487

If you remain dissatisfied after the Complaints Manager has considered your complaint, or you have not received a final decision within eight weeks, you can refer your complaint to the Financial Ombudsman Service at:

Exchange Tower, London, E14 9SR
Email: complaint.info@financial-ombudsman.org.uk

From within the United Kingdom
Telephone Number: 0800 0234 567 (free for people phoning from a "fixed line", for example, a landline at home)
Telephone Number: 0300 1239 123 (free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02)

The Financial Ombudsman Service can look into most complaints from consumers and small businesses. For more information contact them on the above number or address, or view their website: www.financial-ombudsman.org.uk.

There are many different websites and a few apps that allow you to check if your property is at risk of flooding.

Click here to link through to the Environment Agency web site where you will find lots of information on flood risk.