Claims Management

At AXA ART, we believe that every policy holder is entitled to the highest standards of claim resolution. Our claims professionals are recognized leaders in the field of adjusting art and collectibles losses. They work with our insureds to resolve claims expeditiously and fairly. In addition to utilizing our in-house art expertise, our Claims Department collaborates with leading appraisers and conservators to provide creative solutions to difficult and unusual losses.

Hopefully you’ll never have a claim – but should the worst happen, you will be in the best possible hands. Our expert loss adjustors and claims professionals will work with you and your insurance broker every step of the way through a claims process that is as straightforward as it can be.

In the event of a claim:

You should notify your insurance broker of a loss as soon as possible. This will help expedite the claims process. After the broker submits the loss to our Claims Department, you will be called by a claims adjuster who will begin to gather all relevant documentation. Once this has been received and reviewed, the adjuster will work with you to settle the claim on mutually agreeable terms.

How to submit a claim

In the event that you need to make a claim we will provide you with advice and professional assistance to make the process as painless as possible.

In the event of fire, burglary, flood or damage to a high value object, please call your insurance advisor or AXA ART as soon as possible to ensure that the most appropriate action is taken to minimize your loss.

For all other losses you should complete the standard claim form and return it to us with documentation to support the values claimed. The claim form will be acknowledged within 24 hours of receipt.

Upon learning of any circumstances likely to give rise to a claim you must:-

  • Immediately tell the police should you suspect that there has been a crime and obtain a crime reference number.
  • Immediately notify any third party in writing should you hold them accountable for the loss. Copies of all paperwork should be retained.
  • Photographs of the damage should be taken as soon as possible to evidence your loss.

For all Fine Art and Household claims
Please contact your broker, or AXA ART via:
Tel: +852 2161 0081

Common causes of damages


Whether in the form of floods, burst pipes or overflowing gutters, water is one of the most frequent causes of damages and loss.

  • Clear all gutters annually (or more regularly if your property is close to trees).
  • Regularly check and maintain plumbing and heating systems.
  • Turn water off and drain tanks if the property is unoccupied during winter periods.
  • Inspect water tanks regularly for corrosion and aging. A leak located in the roof can cause catastrophic damage to art and furnishings on every floor.
  • During heavy rain, overloaded sewage mains and water systems can back up, resulting in the flow of waste materials into your home.
  • You can prevent this by fitting non-return valves to your drains.
  • Do not dispose of cooking oil down your sink. This can clog drains and result in water backing up into your home.


Fire and smoke can have devastating effects on people, buildings, contents and collections.

  • Keep important documents and photographs in a fire-safe box.
  • Never leave candles or open fires unattended. Check fireplaces before each winter season, to ensure that chimneys are clear.
  • Equip kitchens (especially those with gas range cookers) with fire extinguishers and blankets for smothering fires.
  • Consider fitting fire doors to isolate higher-risk areas.
  • Because electrical installations deteriorate, equipment and circuitry should be inspected periodically for signs of overload, risk of shock or fire, and inadequate earthing or bonding.
  • In the event of any fire, always put your own safety first and evacuate the property to avoid danger. Close but do not lock doors as you leave. Smoke can significantly damage your collection.


If you suspect a break-in, never act on your own. Alert the police at once.

  • Put your own safety first and evacuate the property if possible to avoid any danger.
  • Burglars are less likely to target your property if it appears to be occupied, even if only by pets such as dogs.
  • If a property is left empty, use timers to switch lights on and off.
  • Fit all accessible windows with key-operated window locks. Consider fitting internal bars and grilles to basement windows.
  • Keep good records, including photographs, of your artworks. Should any be lost or stolen, these records will be essential for their recovery.

Accidental damage

Whilst most accidental damage cannot be foreseen, simple housekeeping can often help mitigate loss.

  • Advise cleaners or household staff if any artworks are fragile, require specialist cleaning or shouldn’t be touched. (Spraying glass cleaner onto an unglazed picture can be disastrous, as can dusting photographic prints.)
  • Think carefully about where you place fragile artworks. Try to avoid placing ceramics near stairwells or where they might be knocked over.
  • Don’t over-water plants located on furniture.
  • If employing workmen, move any fragile or vulnerable artworks away from the area of work and access routes. A dropped drill can easily pierce or tear a painting.

This announcement is advisory in nature and is provided for informational purposes only. It is offered as a resource to be used by insurance advisors and insureds in maintaining an appropriate loss prevention program. No liability of any kind is assumed by AXA ART by reason of the information contained in this announcement.

The Global Risk Assessment Platform (GRASP)

The Global Risk Assessment Platform (GRASP) is a risk assessment system for evaluating warehouse and museum facilities. It has been developed as a response to the lack of a recognized standard by which these facilities, their operations and their policies should be assessed to assure the optimal safety of its contents.

The objective of GRASP is to provide the individual facility with a single summary page which assesses specific risk/safety factors against standard criteria. To do this, answers from over 2000 questions used by an on-site independent, professional security risk surveyor are distilled into matrices which profile the processes and functions of the facility. To ensure objectivity the questioning process is binary – Yes or No. The system is designed to weigh risk significance thus emphasizing priorities in respect of security improvements.

Each survey provides a report indicating critical areas and generating an overall score, as well as a checklist of professional recommendations in order to improve or mitigate critical risk areas and processes efficiently.

Areas covered by GRASP include:

  • Physical security including design and construction
  • Manned security
  • Electronic security
  • Fire detection and suppression
  • Environmental controls
  • Inventory and asset controls including hanging and installation of art
  • Institutional policies and procedures
  • Management oversights and controls
  • Contingency and emergency planning

For an up-to-date list of all GRASP-approved locations, please visit

The objective of GRASP and the AXA ART Group's artprotect™ program is to assist owners of art in their loss control efforts. The recognition of these art storage companies and specific locations is purely advisory and based upon conditions observed and information made available to our agents at the time of the risk assessment survey. While our agents have endeavored to discover those unsafe acts or conditions which could contribute to an accident or loss, it cannot be assumed that they have detected every loss potential or hazard, and nor does this assure compliance with any federal, state, or local code or law. We recommend that you undertake your own due diligence. We assume no responsibility for updating any information contained on this web page to reflect changing conditions. In no event will AXA ART Group or our agents have any liability for any special, indirect, incidental or consequential damages arising in any way as a result of your reliance of this information.