Home insurance policy changes & cancellations
0330 024 1235Getting to the right team
We don't yet know how AXA's phone menu is structured, so we're not going to guess. If you work it out, we'd like to hear from you.
Before you call
AXA sells heavily through price comparison sites and bank partnerships. That works in your favour: a fresh new-customer quote for your own property is easy to get and is a concrete, specific benchmark to put to them.
Cite Aviva or Direct Line with a specific £ figure for like-for-like buildings and contents cover. General
What you're entitled to
- Your renewal can't cost more than an equivalent new customer would pay. Under the FCA's pricing rules (PS21/5, implemented through ICOBS 6B and in force since 1 January 2022), the renewal price for the same cover through the same channel must be no higher than the equivalent new-business price. The FCA reviewed these rules in July 2025 and left them in place. Verified
- Fourteen days to change your mind. A statutory cooling-off period applies from the start of cover or from when you receive your documents, whichever is later. It applies again after each automatic renewal. Verified
- Opting out of auto-renewal is free. You can't be charged for turning it off, and you can turn it off at any time. Verified
- Cancelling after the cooling-off period costs £30. Check your own policy schedule — fees change and your product may differ. Unverified
What they'll say, and what to say back
They doRoutes policy changes to your online account to save admin fees.
You sayUse the online account for admin, but call to negotiate the premium. A price conversation needs a person.
They doOffers a small first reduction.
You sayCite your benchmark quote and refuse the first offer. Ask what else is available.
They doOffers add-ons rather than a premium cut.
You sayAsk specifically for the reduction on the premium. An add-on you wouldn't have bought isn't a saving.
General These patterns are drawn from published consumer reporting on insurer retention behaviour, not from AXA’s internal scripts.
Lines that work
"I can get the same buildings and contents cover for £X elsewhere — can you match it?"
General Specific cover type plus a specific figure. Both matter.
"What is the best price you can offer to keep me?"
General Use after declining their first offer, not before.
We publish these as effective general phrasing. They are not insider scripts, and we don't claim a specific saving from using them.
Where this comes from
| Claim | Source | Checked |
|---|---|---|
| Renewals, changes and cancellations number 0330 024 1235 | AXA’s own published home insurance contact page, listed against renewals, policy changes, policy details and cancellations | 26 July 2026 |
| Renewal price rule (PS21/5 / ICOBS 6B) | FCA Policy Statement PS21/5; FCA Evaluation Paper 25/2, 22 July 2025 | 26 July 2026 |
| AXA distribution via comparison sites and bank partners | AXA corporate and partner disclosures | 26 July 2026 |
| Home cancellation fee (£30) | Secondary sources — not confirmed against current policy wording | Unverified |
Bill Watch
One email, three weeks before your renewal or fixed deal ends, telling you it's time to shop around. Free, and that's the whole product.
No spam, no sharing your address, unsubscribe in one click. We'll email you once to confirm — the reminder only starts after you click that link.