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Last update 07/08/2026Reading time : 3min

Has your home been flooded? Here’s a step-by-step guide of what to do

The water levels have risen and your home has been damaged. Once the initial sense of dread has passed, there are a number of key things to do for your safety and your compensation. We’ve put together a step-by-step guide of what you need to know.

Author: AXA LuxembourgCreation date : 05/11/2024

What you need to remember at a glance

Do you still have electricity?Disconnect the power supply before approaching flooded areas
Can I turn the power back on?No. You can only turn the power back on once an electrician has checked the system (the same goes for the gas)
Don’t forgetPhotos and a detailed list of the damage, before touching or restoring anything
How to make a claimContact your agent or send a “bad weather” claim to claims@axa.lu
Who else do I need to contact?The fire brigade to evacuate water if necessary, your local council, and an electrician if your system may have been affected

Step 1: Assess the situation if your home has been flooded

  1. If the electricity is still working, turn off the power before approaching flooded areas.
  2. Check the situation and whether any instructions are in place: your local council or the State may have imposed measures that must be observed.
  3. Before touching anything, take as many photos as you can and draw up a list of the damage suffered.
  4. Protect yourself during cleaning by wearing strong rubber boots, goggles, a helmet and gloves – the building may present unusual risks (slippery floors, weakened furniture and walls, harmful products spilled on the floor, the spread of germs and microbes).
  5. Remember to disinfect: damp promotes the spread of microbes.
  6. Only turn the power back on after checking the electrical and gas systems. Once the systems have been inspected, put the heating on to combat damp.
  7. Before drinking tap water, check with your local council to find out if it is safe to drink.
     

Step 2: Who should you contact?
 

  • Call the fire brigade to evacuate the water from your home if needed.
  • Get in touch with your insurer to make your claim: contact your agent or send a “bad weather” claim to claims@axa.lu.
  • Contact your local council to find out what measures have been put in place for those affected.
  • Call in an electrician to check your circuits before turning the power back on, if you think your system may have been affected.
     

Step 3: Am I properly insured against flooding?
 

If you are an AXA customer, please refer to your policy or contact your advisor to check the extent of your cover against flooding.
 

You are covered in the event of a flood if you have added the Sérénité Max option to your OptiHome home insurance. If your home is no longer habitable, AXA will bear the costs for alternative accommodation. 
 

You’re also covered if you have OptiDrive car insurance on an Active + Mini Casco or Privilège plan, as AXA will lend you a replacement vehicle for the duration of the repairs. 


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

Frequently asked questions

  • Take photos and draw up a list of the damage first. These elements will make processing your claim and compensation easier.

  • You can only turn the power back on once an electrician has checked your system. The same applies to your gas system, too.

  • Check with your local council. They will tell you if the water is safe to drink.

Make a home claim