A suspicious pool of water under the tap, a damp spot on the ceiling or a loose pipe... Water leaks rarely come along at a good time. We’ve got good news for you though – with AXA Home insurance, you’ll be guided through the whole process, from what to do first to getting compensation.
We’ve put together a step-by-step guide of what you need to know.
| Got a leak? | Shut the water off at the mains stopcock, and the electricity if the leak is close to an electrical system |
| Can’t find the source of the leak? | Can’t find the source of the leak? Call a plumber, then contact a company specialising in leak detection if necessary |
| Don’t forget | Photos of the damage (one overview and close-ups) and the leak search report (if applicable) |
| How to make a claim | Use the form available on MyAXA or axa.lu, to be sent with supporting documents |
| Excess (if applicable) | You pay the excess; the remaining amount will be reimbursed |
If your plumber is unable to locate the source of the leak, a company specialising in leak detection can be engaged (contact details can be found at the end of this article).
Tip: If the leak seems to come from communal areas in your building or from a neighbour, notify them (or the property manager) without delay and ask them to contact their insurer.
Here’s what you need to have ready before submitting your file:
The claims form (available on MyAXA or axa.lu), specifying the circumstances and the nature of the damage
Photos of the damage (at least one overview and close-ups)
The leak search report (if applicable)
A list of damaged property (walls, ceilings, floor coverings, etc.)
A list of damaged goods (furniture, household appliances, etc.), with their supporting documents (invoices, receipts, warranty certificates)
A detailed quote for restoring damaged goods to their original condition
Send the file through your MyAXA customer portal or directly to your advisor.
Depending on the extent of the damage, AXA may appoint a claims assessor to assess the damage and approve the amount to restore the goods to their original condition. For more limited damage, the compensation may be based on the quotes provided.
In all cases, wait for AXA’s approval before starting any restoration works (except for urgent actions to stop the leak and prevent the damage from getting worse).
If your policy sets out an excess, this must be paid by you. You will be reimbursed for any remaining damage covered based on the approved quotes or the claims assessor’s report.
If the source of the leak cannot be found, the following specialist companies can assist you:
| ARBEX | 85 Rue de Luxembourg, L-8440 Steinfort – Tel.: +352 20 40 50 60 |
| EX & CO | 61 Route d’Arlon, L-8009 Strassen – Tel.: +352 25 48 01 1 |
| Locafuites | 64 Grand-Rue, L-6630 Wasserbillig – Tel.: +352 26 74 00 53 |
This information is provided for information purposes only. Always check the general terms and conditions of your policy.
Notify the person concerned (neighbour, landlord or property manager) without delay and ask them to contact their insurer.
For restoring damaged goods to their original condition, yes. You can, however, take action to stop the leak and limit the damage.
Submit your claim as soon as possible. The sooner you submit it, the quicker your claim will proceed. Check the general terms and conditions of your policy to see how long you have to submit it.
