How can I claim Rental Insurance?

Any communication regarding claims of Rental Insurance takes place directly between you and AXA. Their support is available 24/7 to ensure all of your inquiries are resolved promptly, and each case is resolved within a maximum of 30 days. After your claim gets approved, the compensation is then always processed within 14 days.

You can contact AXA Assistance by:

• filling in an online form in the My Rentals app that can be found in the agreement detail in section Tenants, or
• contacting AXA Assistance directly by phone or email. 

If your Rental Insurance is enabled, you can find AXA's direct contact information in the "Contact" section of My Rentals.

IMPORTANT INFORMATION: In case of issuing an invoice for paid services, you need to state the exact billing information that is used on the Flatio lease signed with your tenant. If the billing information on the invoice and on the lease don't match, AXA will not be able to reimburse you for the received services.

Guide through an online form to claim Rental Insurance

To enter the online form, log into your profile in the My Rentals web app and:

1. Go to section "Tenants" (can be found on the top menu)
2. In this section, find the appropriate tenant the Rental Insurance concerns and click on their name to see the details
3. From the new menu under the tenant's name, choose "Agreements"
4. Click on the "Detail" button next to the appropriate lease agreement
5. On the right side of the screen, click on "See more" and then select the "Claim Rental Insurance" option

Afterwards, you will see a simple form that needs to be filled in. Please note that the lease number is pre-filled and cannot be changed.

The mandatory fields that need to be filled are: 

• Phone number
  • Enter your phone number where AXA Assistance can reach you.
• Email address
  • Enter your email address where AXA Assistance can reach you.
• Request type - the options are:
  • Liability insurance (during the tenant’s stay)
    • This option should be used to claim the liability insurance during the tenant’s stay.
  • Liability insurance (after the tenant’s stay or request of retrospective payment)
    • This option should be used to either claim liability insurance after the tenant already left the property, or to request a retrospective payment of a liability insurance coverage.
  • Assistance services (request of support)
    • This option should be used to request support in resolving technical issues in the rental unit, e.g. internet connection problems, appliance malfunction etc.
  • Assistance services (request of retrospective payment)
    
    • This option should be used to request a retrospective payment for assistance services received in the past.
  • Legal assistance
    • This option should be used to claim the legal assistance insurance.
• Description
  • You should describe the case in the space provided. The more details you provide, the better.

In the optional fields, you can choose:

• Reply via
  • Under this field, you can select whether you prefer to be contacted by phone or email. Please note that if AXA Assistance is unable to reach you through the preferred channel, they will contact you through other channels that you haven't indicated as preferred.
• Preferred language of reply
  • You can also select in which language you'd like to communicate. English and Czech are available at all times. Other languages may not be available or the response time may be longer if selected.
• Attachments
  • You can include supporting documents such as photos, videos, etc. It's strongly recommended that you attach these documents to support your case. In certain situations, some specific documentation is required, and the sooner you provide it, the faster your case will be resolved.

After everything is properly filled in, click the "Submit request" button and this form will be sent to AXA Assistance. They will then contact you with the next steps as soon as possible.