Frequently asked questions

Windows, Locks, Roof and Pest Cover

What does Windows, Locks, Roof and Pest cover me for?

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. 

Who is AXA Partners and what can it do for me?

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.

Can I claim on the policy immediately after purchasing the Windows, Locks, Roof and Pest Cover?

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

Does my policy have a limit?

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. 

Some of my ridge tiles have blown off my roof and I have rain water entering my home. Is this covered under my Windows, Locks, Roof & Pest Cover policy?

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. 

How fast will you normally be able to respond if I have an accepted claim under this 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. 

My window won’t shut so I cannot secure the house. Is this covered under my Windows, Locks, Roof & Pest Cover policy?

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. 

I have lost my house keys and cannot get into my home. Will you send a locksmith under my Windows, Locks, Roof & Pest Cover policy?

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

My flat roof has perished and the felt requires replacing. Will this be covered?

No, flat roofs are not covered under this policy. 

I have mice in my garage. Does my Windows, Locks, Roof & Pest Cover policy cover the removal of these pests?

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.  

I’ve just been into the loft to get Christmas decorations down and have noticed an old wasp nest. Is this covered?

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. 

My chimney pot/stack has blown off my roof, smashing several tiles. Is this covered?

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. 

I forced entry into my home because I was locked out and caused damage to the lock. Will I be covered for a repair to my lock under my 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. 

My double glazed kitchen window is smashed as a result of a stone flying from the lawnmower. Is this covered?

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. 

I have purchased Windows, Locks, Roof & Pest cover but decided I no longer want this cover. Can I cancel?

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. 

How do I update my contact details or name?

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. 

I can’t find my documentation, can this be resent?

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. 

How do I renew my policy?

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

I don’t want my policy to renew, how do I opt out?

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. 

How do I make a claim?

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

I require information in an alternative format, is this possible?

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*). 

My question is still unanswered, where can I find more information?

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.