• Home
  • Claims information

Need to make a claim?

Looking for answers to common questions?

Choose which type of insurance you’d like to find out more about:

 

To make a claim:

If you need to make a claim on your Kit & Home Contents policies, you can contact the Claims Service on 0344 4124262.

PAX Insurance
Direct Group Property Services
PO Box 800
Halifax
HX1 9ET
Email: propertyservices@directgroup.co.uk
Full details of how to make a claim are shown in your policy.

Kit and contents FAQs

I’d like to amend details on my policy, who do I contact? 
We understand that being in the Armed Forces, from time to time your circumstances may change. We’re happy to make any changes needed to your policy – simply contact PAX Insurance between 09:00 and 17:00 UK time, Monday to Friday on  0333 920 4920 (or +44 (0) 1737 503 153 if you’re calling from outside of the UK) and our dedicated PAX Insurance Team will be happy to make the required changes to your policy. Alternatively, you can get in touch with us via email at paxinsurance@aon.co.uk to request changes – just make sure you let us know the full details of what you need to change, and when you’d like the changes to take effect from.

I’d like to cancel my policy, how do I do this? 
If you’d like to cancel your PAX Kit & Contents policy, you can do so by providing us with 14 days’ notice. Simply contact PAX Insurance between 09:00 and 17:00 UK time, Monday to Friday on  0333 920 4920 (or +44 (0) 1737 503 153 if you’re calling from outside of the UK), email us at paxinsurance@aon.co.uk, or write to us at PAX Insurance, 2 Callaghan Square, Cardiff CF10 5BT. If you cancel within 14 days of receiving the policy (or within 14 days of the start date for a renewed policy), you will be entitled to a refund the entire premium paid. If you cancel more than 14 days after receiving the policy, you will receive a pro-rata refund taking into account the number of days cover has been provided. There will be no refund if a covered incident has occurred.

To make a claim

You must register a claim under all sections by contacting the following company -

AIG Travel Claims Department
PO Box 45
Feltham
TW13 9EH
Telephone: +44(0) 330 123 3126
Fax: +44(0) 1273 376 935
Email: uk.claims@aig.com

Please note: All claims must be notified as soon as it is reasonably practical after the event which causes you to submit a claim.

The Medical Emergency Assistance Company, AIG Travel, will provide immediate help if you are ill, injured or die outside the United Kingdom. They provide a 24-hour emergency service 365 days a year. The contact details are as follows:

Phone: +44 (0) 1273 747 602
Fax: +44 (0) 1273 376 935
E-mail: 
uk.assistance@aig.com

Please have the following information available when you (or someone on your behalf) contact the Medical Emergency Assistance Company so that your case can be dealt with swiftly and efficiently:

  • Your name and address;
  • Your contact phone number abroad;
  • Your policy number shown on your certificate of insurance; and
  • The name, address and contact phone number of your GP.

Travel FAQs

I’d like to amend details on my policy, who do I contact?
We understand that being in the Armed Forces, from time to time your circumstances may change. We’re happy to make any changes needed to your policy – simply contact PAX Insurance between 09:00 and 17:00 UK time, Monday to Friday on  0333 920 4920 (or +44 (0) 1737 503 153 if you’re calling from outside of the UK) and our dedicated PAX Insurance Team will be happy to make the required changes to your policy. Alternatively, you can get in touch with us via email at paxinsurance@aon.co.uk to request changes – just make sure you let us know the full details of what you need to change, and when you’d like the changes to take effect from.

I’m about to leave the military, does this mean my travel cover ends?
Your PAX Travel cover doesn’t automatically end when you leave the forces, and you can continue to benefit from access to PAX’s full range of insurance products as a former member of the Armed Forces. There’s no need to let us know that you’re leaving the military, but if the end of your service coincides with a change of address or contact details, be sure to get in touch with us so that we can continue to send you relevant details about your PAX Insurance policy.

I’d like to cancel my policy; how do I do this?
If you’d like to cancel your PAX Travel policy, you can do so by providing us with 14 days’ notice. Simply contact PAX Insurance between 09:00 and 17:00 UK time, Monday to Friday on  0333 920 4920 (or +44 (0) 1737 503 153 if you’re calling from outside of the UK), email us at paxinsurance@aon.co.uk, or write to us at PAX Insurance, 2 Callaghan Square, Cardiff CF10 5BT. If you cancel within 14 days of receiving the policy (or within 14 days of the start date for a renewed policy), you will be entitled to a refund the entire premium paid. If you cancel more than 14 days after receiving the policy, you will receive a pro-rata refund taking into account the number of days cover has been provided. There will be no refund if you have already travelled, or if a covered incident has occurred.

To make a claim:

If you need to make a claim on your Buildings policies you can contact the Claims Service, on 0345 0770125.

PAX Insurance
Direct Group Property Services
PO Box 800
Halifax
HX1 9ET
Email: propertyservices@directgroup.co.uk
Full details of how to make a claim are shown in your policy.

Buildings FAQs

I’d like to amend details on my policy, who do I contact? 
We understand that being in the Armed Forces, from time to time your circumstances may change. We’re happy to make any changes needed to your policy – simply contact PAX Insurance between 09:00 and 17:00 UK time, Monday to Friday on  0333 920 4920 (or +44 (0) 1737 503 153 if you’re calling from outside of the UK) and our dedicated PAX Insurance Team will be happy to make the required changes to your policy. Alternatively, you can get in touch with us via email at paxinsurance@aon.co.uk to request changes – just make sure you let us know the full details of what you need to change, and when you’d like the changes to take effect from.

I’m about to leave the military, does this mean my building cover ends? 
Your PAX Buildings cover doesn’t automatically end when you leave the forces, and you can continue to benefit from access to PAX’s full range of insurance products as a former member of the Armed Forces. There’s no need to let us know that you’re leaving the military, but if the end of your service coincides with a change of address or contact details, be sure to get in touch with us so that we can continue to send you relevant details about your PAX Insurance policy.

I’d like to cancel my policy; how do I do this?
If you’d like to cancel your PAX Buildings policy, you can do so by providing us with 14 days’ notice. Simply contact PAX Insurance between 09:00 and 17:00 UK time, Monday to Friday on  0333 920 4920 (or +44 (0) 1737 503 153 if you’re calling from outside of the UK), email us at paxinsurance@aon.co.uk, or write to us at PAX Insurance, 2 Callaghan Square, Cardiff CF10 5BT. If you cancel within 14 days of receiving the policy (or within 14 days of the start date for a renewed policy), you will be entitled to a refund the entire premium paid. If you cancel more than 14 days after receiving the policy, you will receive a pro-rata refund taking into account the number of days cover has been provided. There will be no refund if a covered incident has occurred.

To make a claim:

Personal Accident
Death or injury as a result of an accident: 

Contact us as soon as possible by telephone on 0800 212 480

Optional Life and Critical Illness Insurance
Death by natural causes or diagnosis of a defined critical illness 
Advise us as soon as possible of any occurrence that may give rise to a claim by contacting: 

From UK : PAX Claims, PO Box 5362, Brighton, BN50 8EU 
From overseas:  PAX Claims, MetLife, Invicta House Trafalgar Place, Brighton, BN1 4FR
Or call: 0800 917 1222 or +44(0) 1273 877492 from overseas

Personal Liability Insurance
In the event of an incident that may result in a third party making a claim against you, you must not admit liability or offer payment as this could invalidate your cover.

Contact Customer services as soon as reasonably possible on 0800 212 480

Legal Protection Insurance
Please note that claims will not be admitted under this section unless we are notified within 12 months of the date on which you became aware of any cause, event or circumstance that may give rise to a claim or legal proceedings. 

Immediately you are aware of any circumstance that may give rise to a claim or legal proceedings you must notify Irwin Mitchell in writing by first class post, or by telephone to:

Irwin Mitchell, Tagus House, 9 Ocean Way, Ocean Village, Southampton, SO14 3TJ
Telephone: 02380 930 730

 

Personal Accident FAQs

I’d like to purchase PAX Personal Accident insurance, how do I fill out the enrolment form?
Information Packs that include all the documentation you need, including the Enrolment Certificate, are available from your Unit HR.

For PAX Personal Accident only:

Fill in Parts A and B

  • Choose either the Individual or Family Plan
  • Select the number of units of cover you would like
  • Read, sign and date the General Declaration in Part B

To include PAX Optional Life and Critical Illness Insurance:
Fill in part C

Read, sign and date the additional optional Life and Critical Illness insurance declaration (If you answer yes to any of the questions in the declaration, please contact the PAX Customer Service Helpline as above before you hand in your form) 

When your form is complete, please take this to your Unit HR. As soon as this is countersigned and dated, your cover will begin.

If you are applying for the optional Life and Critical Illness insurance and have answered yes to any of the questions, acceptance under this section of the PAX plan may be delayed or declined. If this happens, you can still have the Personal Accident section as this cover is guaranteed. 

A copy of the countersigned and dated form should be handed back to you, which you should keep together with the rest of the Information Pack as your evidence of cover. Premium payments will then be taken each month from your pay, starting from the next available pay period. This will appear as a line on your payslip.

I’d like to amend the details on my policy, who do I contact?
You do not need to tell us about a change in address, change of information for covered family members or if you are being posted or involved with any hazardous activities or duties including active service.

The only changes where action is required are if you wish to change your cover up or down, add/remove Family cover, add/remove the Optional Life and Critical Illness cover or cancel your policy. 

For PAX policyholders, administration is carried out by your Unit HR and they will have the necessary forms to complete and then process the change onto JPA for you. To change you will need form JPA PAX1.

For XPAX & RPAX policyholders, please contact PAX Customer Services on 0208 662 8102 (from UK), +44 20 8662 8102 (from overseas). If you have an XPAX or RPAX policy, you will also need to let us know of any changes to your bank details.  

I’m a Reservist looking to take out an RPAX policy, is there a restriction on what other occupation I have?
We can confirm there are no restrictions on civilian occupations for RPAX policyholders. Please contact PAX Customer Services on 0208 662 8102 (from UK), +44 20 8662 8102 (from overseas) for more information.

I am about to leave the military, am I able to continue my PAX insurance cover?
Yes, PAX is available to all ex-personnel via the XPAX plan. The cover is exactly the same as PAX however payments will be taken by Direct Debit, you must be a resident in the European Economic Area (EEA) and cover for aviation, other than as a passenger, is excluded. Please contact PAX Customer Services on 0208 662 8102 (from UK), +44 20 8662 8102 (from overseas) for more information.

I’d like to cancel my policy, how do I do this?
You can cancel your policy at any time by obtaining a cancellation form JPA PAX2 from your Unit HR office. Once this is completed and handed back to them, they will remove PAX from your JPA record and the cover/premium will stop.

To make a claim

If you need to claim on a PAX Life policy, please call our Customer Services Team on 0345 266 0565. Our team will talk through the whole process.

Term Life FAQs

I’d like to amend details on my policy, who do I contact?
We understand that being in the Armed Forces, from time to time your circumstances may change. We’re happy to make any changes needed to your PAX Life policy – simply call our Customer Services Team on 0345 266 0565 who are happy to assist.

I’m about to leave the military, does this mean my PAX Life cover ends?
Your cover for yourself and your partner will continue until the end of your chosen term at the same premium. If you are currently paying by salary deduction you will need to call our Customer Services Team on 0345 266 0565 to change your payment method to Direct Debit.

I’d like to cancel my policy; how do I do this?
Should you need to cancel your PAX Life policy please call our Customer Services Team on 0345 266 0565.