FAQ2

Windows, Locks, Roof and Pest Cover

Windows, Locks, Roof and Pest cover supplements your home insurance with repairs and replacements to your windows, locks and roof, plus removal or treatment of pest infestation.

Wholly-owned by the AXA Group, AXA Partners is among the world leaders in providing assistance services, one of the largest insurance companies in the world who have been helping customers for over 200 years, protecting their homes against the unexpected.

When you first take out a new policy you cannot make claim within the first 14 days.

Each claim you make during the twelve month period of cover is limited to £500 per claim including parts, labour and VAT and the total policy limit is £2,000 including parts, labour and VAT for the period of insurance. In addition, you and your family are entitled to overnight accommodation for three nights, up to a value of £250 per night, if your home becomes uninhabitable as a result of an event that is covered under your Windows, Locks, Roof and Pest Cover policy. This is available when a repairer has been to your home and deemed it uninhabitable.

Yes, this is covered up to a limit of £500 per claim including parts, labour and VAT and the total policy limit is £2,000 including parts, labour and VAT for the period of insurance. If damage looks to exceed the amount covered, you should check your household insurance policy.

We normally get to 90% of claims within 24h from the point that the claim has been accepted. However this is not always possible due to circumstances out of our control such as extreme weather conditions. In some cases, particularly where parts are required, subsequent visits may be required.

Yes, if the security of your home is compromised because the window will not close properly then you would be able to claim on this policy. If the problem is due to the locking mechanism, we will repair or replace it. If a replacement window is required, this would not be covered but we would offer to make it safe, for example, by boarding it up.

Yes, we will notify our repairer to gain access to your property and take the appropriate action based on your circumstances.

No, flat roofs are not covered under this policy.

If the garage is attached to your home, the removal of these pests may be covered under your policy. The removal of pests in your garden or outbuildings is not covered. Refer to the Home definition within the terms and conditions.

If there is no wasp activity at the nest, this isn’t considered an infestation and would therefore not be covered. Wasps tend not to reuse an old nest and empty nests are not removed.

Repairing the damaged roof tiles would be covered, however any repairs to the chimney pot or stack would not be covered and you should check your household insurance policy.

No, the damage to the lock has been caused by you and is therefore not covered. You would have been covered for a locksmith to come and gain entry for you, often a skilled tradesperson can achieve this without causing damage. Next time call us immediately to confirm if you are covered before you attempt entry.

The double glazed window glass would be covered for replacement, using the nearest equivalent standard replacement glazing. In the initial stages we would look to board up and once the double glazed unit has been made to measure, we would then complete a permanent repair.

Yes, you can cancel. If you cancel within the first 14 days you will receive a full refund of your yearly payment or first monthly payment, depending on your payment frequency.If you cancel after 14 days you will receive a refund for the full months remaining on the policy if you pay annually, or your monthly payments will cease from cancellation point. Please note we need 3 working days to cancel payments, so if you cancel the day before your monthly payment date we may not be able to cancel immediately and the payment will still be taken. If you have made a claim and subsequently cancel your policy we may seek to reclaim costs incurred by us.

Please email home.admin@axa-assistance.co.uk with your policy number, current name and address and any changes you wish to make. Please allow 3 business days for these changes to take effect; you will receive an email when your request has been completed.

Please email home.admin@axa-assistance.co.uk with your policy number, name and address and we can resend these. Please allow 3 business days for these to be sent.

Your policy will be set to auto-renew and we will send you a renewal reminder not less than 21 days before renewal.

Please email home.admin@axa-assistance.co.uk including your policy number and renewal opt-out request or call 0800 0778367 with your policy number to hand (telephone lines are open Monday to Friday 9am – 5pm excluding Public Holidays*). Please allow 3 business days for these changes to take effect; you will receive an email when your request has been completed.

Please call 0800 0778367 with your policy number to hand. Telephone lines are open 24 hours per day, 7 days per week.

Yes, we are able to accommodate alternative formats, please email home.admin@axa-assistance.co.uk including your policy number and requirements or call 0800 0778367 with your policy number to hand (telephone lines are open Monday to Friday 9am – 5pm excluding Public Holidays*).

Please refer to the Policy Terms and Conditions for further information (found in Useful Documents) at the footer of this page. Alternatively please email home.admin@axa-assistance.co.uk including your policy number and requirements or call 0800 0778367 with your policy number to hand (telephone lines are open Monday to Friday 9am – 5pm excluding Public Holidays*).

*We may record calls for training and monitoring purposes.

Windows, Locks, Roof and Pest Cover