Car Insurance Cover Details & FAQs

Common queries

• Does this policy cover me to drive other people’s cars?
  Generally, AIB Car insurance policies cover the policyholder to drive other cars*.  The level of cover is determined by whether you have third party cover or comprehensive cover on your policy.

   

  If you have third party insurance, this cover applies when driving other cars in respect of your legal responsibility to others.

   

  Additionally, if you have comprehensive insurance you are covered for loss of or damage to the car you are driving. The most we will pay under this extended cover is €75,000.

   

  *For cover to apply you must be over 25 and you must have the owner’s permission to drive the car. You are only covered if the car does not belong to or is not hired or leased under a hire purchase or leasing agreement, to you, your husband, wife, partner or employer.

   

  Terms and conditions apply. For full details on all of the features and benefits along with all of the limits and exclusions that apply, please visit our Document Library. For details on remunerations, please visit our insurance remunerations (PDF, 2 pages, 145KB).
• What is Accident Forgiveness & how does it work?
  With our Accident Forgiveness feature, you can keep some of your no claims discount if you have an accident, or if someone makes a claim against you.

   

  If a claim has been made or has arisen, your no claims discount may be reduced at the next renewal in accordance with the step-back scale applicable at the time of the renewal. The step-back scale can be seen in the policy booklet available in our Document Library.

   

  If you make two or more claims in the previous insurance year, we will reduce your no claims discount to 0%.

   

  We will reduce your no claims discount to 0% if you make a claim and the driver is convicted of dangerous driving or charged with drink-driving or a drug offence in connection with the same incident.

   

  For full details on this feature along with all of the limits and exclusions that apply, please read the full policy booklet available in our Document Library.
• What if I have an accident in another EU member country?
  If you have an accident in another EU member country, please report the incident to AXA, the policy’s underwriters, as soon as possible. You can report a claim:

   

  • Online by completing AXA’s online claims form; a member of the team will be in contact when it suits you; or
  • Call 0818 7 365 24; if outside the ROI +353 1858 3200 - claims helpline is open 24/7 for emergency calls.

  
  You need to report a claim whether or not your vehicle has been damaged.

   

  You can find details of AXA’s appointed claims representative for EU Member States on the Motor Insurers’ Bureau of Ireland – Assistance in Home Country page.
• How do I make a claim?
  The easiest way is to ring us on 0818 27 26 25. We will handle everything and try to make things as painless as possible.
• Can I appeal the decision made on my claim if I disagree with it?
  Yes, as the policy’s underwriters, AXA aim to handle claims as quickly and fairly as possibly. There may be times when you do not agree with them and, in these instances, you can appeal their decision by contacting your claims handler to discuss your claim. 

   

  Or you can also contact AXA’s Customer Care Department:

  • 0818 27 26 25 Monday to Friday 9:00 - 17:00, excluding bank holidays
  • axacustomercare@axa.ie; or
  • AXA Insurance, Customer Care, Freepost, Dublin 1. 

  
  AXA will send settlement decisions by post or email detailing the reason for their decision, and your appeal options where applicable.
• What’s an excess?
  If you claim for accidental damage or glass replacement, you have to pay the first portion of any claim. The amount you pay is called an excess. Please check your policy schedule to find out the amount of your excess.
• Can I cancel my policy at any time?
  You can cancel your policy at any time. If you request cancellation within 14 working days of the date upon which we inform you the policy has been incepted, we will refund the full premium. If you cancel after 14 working days, you will be refunded based on the unused days left to run on the policy, less an administration fee, provided you have not claimed or been involved in any incident likely to result in a claim during the current period of insurance.

   

  We will not refund an amount less than €15 after we charge the administration fee. To cancel the policy, just advise us by phone or in writing and return your certificate of insurance and Insurance Disc to us.

   

  If you wish have any further queries regarding cancelation please call 0818 27 26 25 Monday to Friday 8am – 8pm and Saturday 10am - 2pm.
• If I use my car to drive to or from work (or during the working day) am I breaking the social, domestic and pleasure wording on my certificate?
  Your policy will cover your journey to and from work. If you use it in connection with your work, please contact us to make sure you are protected.
• How do I make a complaint?
  If you are not happy with the service we give you, contact your branch. If you are still unhappy, contact our customer care team on 0818 27 26 25.
• How do I provide my driver number to AXA for my AIB Car Insurance policy?
  Simply click here (which will bring you to the AXA website) and follow the on-screen instructions to enter your driver number and the driver numbers of everyone else covered by your insurance policy. You will need to have your policy number and car registration number to hand. You can find these in your policy documents.

   

  A guide on how to find your driver number for licenses outside of Ireland is contained in the on-screen instructions.

   

  If you have any questions, you can call the AIB Insurance team in AXA on 0818 27 26 25 between 8:00 to 18:00 Monday to Friday, or between 10:00 to 14:00 on Saturday.
• Where can I find the complaints procedure?
  Our complaints procedure is available in the Complaints Procedure (PDF, 1 page, 40.3KB).