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What to do if you need to claim. Here are 3 tips for you

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Claims are just as different as people are. Every situation is different. But one thing is the same for all of them: a claim has to be filed with the insurance company. When you do so, it is important that everything is as easy as possible for you. 

Water damage, household contents damage, personal liability claim, storm damage, theft, car breakdown or car accident....just the thought of having to deal with a claim is often enough to make your hair stand on end. Thankfully most claims involve damage to property or car bodywork. As long as nobody suffers an injury, then things are not that bad.

Filing a claim and claims service

No matter how careful you are, sometimes things go wrong. If you suffer a mishap and sustain an injury or a loss, please note the following 3 points. In most cases, the claim is already 99% taken care of. 

Theft warning: take photos regularly of your favorite pieces - just in case of emergencies.


1. Document the damage

Retain receipts and documentation

It is important to know the original purchase price and purchase date, especially for more valuable items. Therefore keep the original receipt or invoice for large or expensive purchases. You will need them to file a claim. If necessary, ask for confirmation from the relevant shop.

Take photos

This way, you’ll always be on the safe side and will have to provide much fewer explanations. You may even have “before and after” photos. These are not absolutely necessary, but may be useful depending on the claim.

Our recommendation: Take photos of your possessions from time to time, i.e. household contents, jewelry, watches, special furnishings or your car. Because: If a watch or piece of jewelry is stolen from you, photos are particularly helpful - for the police too. 

File an accident report if you have a car accident

If you’re involved in a traffic accident, such as a rear-end collision, the sequence of events for the accident must always be documented. The “European Accident Report” can help you with this. Call the police if anyone is injured or the person who caused the accident disputes that it was their fault. – Primarily abroad.

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2. File a claim

Complete the claims form online

You’re normally quicker if you use the online claims form . Ideally via the customer portal. Name, address and contract or policy number are then already automatically filled in. At the same time, you can also upload and send all necessary documentation and photos. 

Report claim by telephone

Make sure to call us if you have an emergency and need help as soon as possible, especially if your car has broken down. This is the only way that immediate assistance can be organized for you. The online claims form would take too long.

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3. Repair the damage or have it repaired

Arrange repairs through the insurance company

These days, insurance companies are more than just loss adjusters, they also help you with repairs. If damage has to be repaired quickly, then let your insurance company take care of the entire claims handling process. If you’re an AXA customer, then if you want us to, we’ll organize and coordinate all the repairs with our partner companies, of course with a lifelong guarantee for the work carried out. 

Use the claims service

A range of services is available depending on the claim. Examples within household contents insurance and car insurance:

  • 24-hour emergency service; locksmith or water damage drying as a result of storm damage
  • Mobile repairs or replacement, for windscreen damage to your car,  at your home or workplace

If you’re not sure whether you’re entitled to a corresponding service and which one specifically, just ask before you do anything yourself. 

Organize damage repairs yourself

If you want to organize the repairs yourself, simply submit the relevant invoice.

Our recommendation: Always get a quote for major or extensive repairs, such as renovations after fire damage. Have it checked by the insurance company before you finally place the order  – for your own protection.

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