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Last update 06/08/2026Reading time : 2min

Shut the front door and left your keys inside? Here’s what you should do

You shut the door on your way out to work, and suddenly realise you’ve left your keys inside. But there’s no need to panic. With AXA OptiHome home insurance, you’re covered. We’ve put together a step-by-step guide of what you need to know.

Author: AXA LuxembourgCreation date : 08/11/2024

What you need to remember at a glance

Locked out?Call AXA Assistance on +352 45 30 55, available 24/7
Do I need to fill in a form?No. You don’t need to take any administrative actions, whether that’s filling in a form or sending a claims form
Who is covered?The holders of an AXA OptiHome home insurance policy, with an Active or Privilège plan
How much will it cost?You have nothing to pay up-front. The professional’s costs will be paid directly by AXA up to a maximum of €400 per call-out

Am I covered?


If you have an AXA Home policy on an OptiHome Active or Privilège plan, you’re covered by the emergency@home cover in such a situation. Being unable to gain access to your home is deemed an emergency, and AXA will send a professional out to you to get you out of this delicate situation.
 

What should you do next?
 

  1. Keep calm and check that there is no other way to gain entry to your property (an open window, a spare key left with a neighbour or a loved one, etc.).
  2. Call AXA Assistance on +352 45 30 55, available 24/7.
  3. Inform AXA of your address and the situation, and a professional locksmith will be sent out to you.
  4. That’s it – there’s no need to fill in a form or submit a claim.
     

How much will it cost?
 

You have nothing to pay up-front within the limit set out in your policy. The professional’s costs will be paid directly by AXA up to a maximum of €400 per call-out.
 

Did you know...

  • The emergency@home cover covers up to two call-outs per year.
  • It is not limited to the loss of keys: it applies to any emergency situation that renders your home uninhabitable or inaccessible, such as the heating breaking down in winter or a significant water leak. The limit of €400 per call-out applies at all times.


This information is provided for information purposes only. Always check the general terms and conditions of your policy.

Frequently asked questions

  • No. The professional is paid directly by AXA, within the limit set out in your policy.

  • This cover is only available to those on an Active or Privilège plan. Check your policy or contact your advisor to verify your level of cover.

  • Any emergency situation rendering your home uninhabitable or inaccessible, such as the heating breaking down in winter, a significant water leak and so on.

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