Frequently asked questions

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

How to make a claim:

If you need to make a claim on your Kit & Home Contents policy, please contact the claims service via:

PAX Insurance
Davies Group Property Services
PO Box 800
Halifax
HX1 9ET
Telephone: 0344 4124262
Email: propertyservices@davies-group.com

If you need to make a Legal Expense claim, please contact the claims service via:

Arc Legal Assistance Ltd
PO Box 8921
Colchester
CO4 5YD
Telephone: 0330 1006481
Email: claims@arclegal.co.uk

I’d like to amend details on my policy, who do I contact?

Contact PAX Insurance between 09:00 and 17:00 UK time, Monday to Friday on 0800 2124 800 (or +441737 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.

I’m about to leave the military, does this mean my Kit & Contents cover ends?

Your PAX Kit & Contents 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, unless you intend to permanently reside overseas. If you are moving overseas, please contact PAX Insurance at the earliest opportunity to discuss your policy.

I’d like to cancel my policy, how do I do this? 

You have a statutory right to cancel your policy within 14 days from the day of purchase or renewal of the contract, or the day on which you receive your policy documentation, whichever is later.

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 0800 2124 800 (or +44 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.

How to make a claim:

If you need to make a claim on your Buildings policy, please contact the claims service via:

PAX Insurance
Davies Group Property Services
PO Box 800
Halifax
HX1 9ET
Telephone: 0344 4124262
Email: propertyservices@davies-group.com

If you need to make a Legal Expenses claim, please contact the claims service via:

Arc Legal Assistance Ltd
PO Box 8921
Colchester
CO4 5YD
Telephone: 0330 1006481
Email: claims@arclegal.co.uk

I’d like to amend details on my policy, who do I contact?

Contact PAX Insurance between 09:00 and 17:00 UK time, Monday to Friday on 0800 2124 800 (or +44 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.

I’m about to leave the military, does this mean my Buildings 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, unless you intend to permanently reside overseas. If you are moving overseas, please contact PAX Insurance at the earliest opportunity to discuss your policy

I’d like to cancel my policy, how do I do this? 

You have a statutory right to cancel your policy within 14 days from the day of purchase or renewal of the contract, or the day on which you receive your policy documentation, whichever is later.

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 0800 2124 800 (or +44 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.

How to make a claim:

AIG Travel Claims Department
PO Box 45
Feltham
TW13 9EH
Phone: +44 (0) 330 123 3126
Fax: +44 (0) 1273 376 935
Email: uk.claims@aig.com
Phone lines are open Monday-Friday, 9am – 5pm.
Please note: all claims must be notified as soon as it is reasonably practical after the event which causes you to submit a claim.

Medical Emergency Assistance

Phone: +44 (0) 1273 747 602
Fax: +44 (0) 1273 376 935
Email: uk.assistance@aig.com
Phone lines are open 24 hours a day, 7 days a week.

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

AIG Travel will provide immediate help if you are ill, injured or die outside the United Kingdom; and provide 24-hour emergency service 365 days a year.

I’d like to amend details on my policy, who do I contact?

Contact PAX Insurance between 09:00 and 17:00 UK time, Monday to Friday on 0800 2124 800 (or +44 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.

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, unless you intend to permanently reside overseas. If you are moving overseas, please contact PAX Insurance at the earliest opportunity to discuss your policy

I’d like to cancel my policy, how do I do this? 

You have the right to cancel if cover is not suitable for you, or you change your mind within 14 days from the day of purchase or renewal of the contract, or the day on which you receive your policy documentation, whichever is later.

The policy holder must contact PAX Insurance on 0800 212 4800 (or +44(0)1737 503 153 if phoning from outside the United Kingdom), or via email at paxinsurance@aon.co.uk. We will not refund the premium if you have travelled or made a claim before you asked to cancel the policy within the 14 day cooling-off period. After the 14 day cooling-off period, the policy holder must contact PAX Insurance whereby a proportion of the premium will be refunded. If you have not travelled or made a claim before you asked to cancel the policy, you will be entitled to a full refund of the premium paid.

How 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 (from the UK) or +44 20 8662 8126 (from overseas) or by writing to The Manager, PAX Customer Service Centre, The AIG Building, 2-8 Altyre Road, Croydon CR9 2LG.

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 872492 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 when 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


I’d like to purchase PAX Personal Accident Insurance, how do I fill out the enrolment form?

To take out PAX PA cover, please visit your unit HR office to obtain a copy of the PAX joining pack. You will need to complete the Enrolment Certificate JPA PAX1 and submit this to your unit HR office.

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 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 and 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 the insurer AIG’s Customer Services on 0208 662 8102 (from UK), +4420 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 the insurer AIG’s Customer Services on 0208 662 8102 (from UK), +4420 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.

How to make a claim:

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

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 as needed to your PAX Life policy – simply call AIG Life 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 PAX policy, how do I do this?

Should you need to cancel your PAX Life policy please call AIG Life Customer Services Team on 0345 266 0565.