AXA UK urges quick response to BT Redcare’s closure

AXA UK has issued a warning to customers using BT’s Redcare signalling system for their intruder and fire alarms, urging them to seek alternative suppliers promptly.

The announcement of the service’s closure next year has highlighted the need for approximately 100,000 commercial and residential properties to update their alarm signalling equipment before 1 August 2025.

Redcare, a prominent provider in the UK, plays a crucial role in alerting property owners and the police when alarms are triggered.

Immediate steps required for fire alarm system continuity

Dougie Barnett, Director of Customer Risk Management at AXA Commercial, emphasized the importance of timely action: “It’s important that customers check the technical specifications of any new signalling equipment to ensure it’s a like-for-like replacement for the Redcare system.

“There are a limited number of alternative options so customers should act now rather than wait until next year when the Redcare service closes.

“If they don’t, they risk being faced with delays or even an interruption to their service if there are manufacturing or installation bottlenecks.”

Support and guidance for brokers and policyholders

AXA UK has proactively communicated with retail and commercial brokers, informing them of BT Redcare’s imminent closure and providing detailed technical guidance through the AXA Connect broker website.

Brokers are encouraged to ensure their clients are well-informed about the necessary changes to avoid potential impacts on their insurance policies.

Customers uncertain about the compatibility of new systems with their insurance requirements are advised to consult with their brokers or insurers.

Recommended replacements and certification requirements

To maintain the integrity of their alarm signalling, AXA UK advises customers to consider products like the CSL Dualcom Gradeshift Pro DP3 or any dual path alarm transmission system that matches the performance level DP3 and is certificated to BSEN50136-1:2012.

These alternatives are accepted by AXA as suitable replacements for the Redcare system, ensuring continued compliance with insurance policies.

IFSJ Comment

The closure of BT’s Redcare service will cause a significant transition for many UK property owners reliant on its alarm signalling capabilities.

AXA UK’s prompt advisement for customers to seek replacements underscores the importance of maintaining continuous alarm monitoring and communication with emergency services.

This situation highlights the need for readiness in the face of service discontinuations and the value of having robust, certificated systems in place that meet both safety standards and insurance requirements.

As the deadline approaches, the proactive engagement of customers, brokers, and insurers alike will be key to ensuring a seamless transition to new alarm signalling solutions.