You come back to your parked car to find it scratched, dented or with a broken light, and there’s no sign of the person responsible. They’ve not left a note or their details, and have vanished without a trace. But there’s no need to panic. If you have OptiDrive car insurance (Privilège plan), you’re covered.
We’ve put together a step-by-step guide of what you need to know.
| You’re covered | With OptiDrive Privilège |
| Vehicle immobilised? | Call AXA Assistance on +352 45 30 55 (24/7) |
| Vehicle still drivable? | Continue your journey and make a claim later |
| Don’t forget | Photos of the damage (1 overview and 1 close-up) |
| Excess (if applicable) | You pay the excess; the remaining amount will be reimbursed |
Benefit of Pick-up & Delivery: As part of the Privilège plan, we pick up your car, lend you a replacement vehicle, and return your vehicle once it’s repaired at a date, time and location of your choosing, saving you several trips to the garage.
Here are three things to have ready before submitting your file:
Send everything to claims@axa.lu or directly to your intermediary.
This depends on the estimated cost of the repairs:
| Amount of damage | What happens next |
| Less than €750 | Reimbursement based on the garage’s quote; a claims assessor is not necessary |
| More than €750 | AXA deems seeing a claims assessor at a designated garage to be mandatory |
| Pick-up & Delivery or a partner garage | The assessment can be carried out remotely → Faster repairs |
Any excess stated in your policy must be paid by you, and the remaining amount will be refunded.
Example:
€200 excess + repairs totalling €1,000 → You’ll receive €800
You are entitled to a replacement vehicle for the entire duration of the repairs (as determined by the claims assessor), for up to 10 days.
With Pick-up & Delivery, the vehicle is provided to you for the actual duration of the repairs, without any further action required on your part.
This information is provided for information purposes only. Always check the general terms and conditions of your policy.
The cover for unidentifiable third parties depends on your OptiDrive plan. Check your policy conditions or contact your advisor to confirm the details.
While this is not always mandatory with this type of claim at AXA, it is good practice if you suspect vandalism or would like to have official proof for your records.
You should submit your claim as soon as possible. The sooner you make your claim, the quicker the file can be processed.
