Frequently Asked Questions

Below is a selection of frequently asked questions about Flood Excess Insurance.



Flood Excess FAQs


Here is a selection of frequently asked questions about Flood Excess Insurance.

If your question is not answered or you would like some further information, please call our customer services team on 0345 241 0950 or e-mail

Flood Excess Insurance is an insurance policy available to landlords or businesses who find themselves with a large flood insurance excess on their property insurance that they wish to protect.

Should the property then suffer flood damage, Flood Excess Insurance will cover the cost of the property insurance flood excess up to a maximum of £100,000.

The insurer for Flood Excess Insurance is AXA XL Insurance Company UK Limited. To find out more about AXA XL click here

You can contact us by telephone on 0345 241 0950 Monday to Friday between 9am and 5:30pm (excluding bank holidays). Alternatively you can email us at

You will need to purchase your Flood Excess Insurance policy through your insurance broker. 

You will be able to purchase a Flood Excess Insurance policy provided the property covered has not flooded more than once in the last 5 years.

You may cancel this policy within the first 14 days and provided you have not made a claim, you will receive a full refund.

After the 14 day cooling off period, you may cancel this policy at any time and provided you have not made a claim, you will receive a refund of premium proportionate to the amount of time left to run on the policy.

Please refer to the policy wording for the full cancellation terms.

To make a claim under your Flood Excess Insurance policy, please contact;

Charles Taylor General Adjusting Services
Cheesemans Lane
PO18 8UE

Telephone: 01243 2199599

Telephone lines are open Monday to Friday 9am to 5pm (excluding bank holidays).

Our Flood Excess Insurance defines as flood as follows;

"Flood" means water from any external source which enters Your property at or below ground level, and does so with an unusual volume or force.

Flood damage by this insurance does not include:

  • rain water entering Your property above ground level before it has fallen to ground level; or
  • an escape of water from anywhere inside Your property (such as internal pipes).

The maximum flood excess you can insure with us online is £50,000, with £100,000 available upon referral.

You can choose to insure part of the excess however you cannot insure for a value in excess of the excess applied by the underlying property insurance insurer.

Please note, there must be an excess applying to the underlying property insurance, we cannot provide cover where there is a flood exclusion in place.

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
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

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:


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.




Frequently Asked Questions


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If you have any queries you can contact us using any of the options below.

Phone: 0345 241 0950
Contact: Contact Us

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