AXA launches claims transparency project

AXA has published three guides to common reasons for claims repudiation as the first phase of a new claims transparency initiative.

The initiative is supported by Biba and is designed to make the claims process clearer for customers and brokers.

The three guides cover keys being left in unattended vehicles, lack of roof maintenance prior to storm claims and not maintaining alarms on business premises.

In the pilot phase of the initiative, the guides will be available through AXA’s national advisory group of brokers and Biba’s claims working group.

Chief executive of AXA commercial lines and personal intermediary Amanda Blanc said: “Repudiations of claims across the industry, while a statistically small percentage of all claims dealt with, have a disproportionate impact on relationships with customers and the reputation of the industry.

“What we are doing isn’t rocket science – it’s a pretty simple thing to explain the policy terms without using jargon but as an industry, we just don’t do it. This first step in a long term project has received enthusiastic support from Biba and our own broker partners, both of whom have been instrumental in forming the content of the documents.”

The second phase of the transparency project, which will explain business interruption indemnity periods, the application of excesses and theft following forcible and violent entry, will be launched at the Biba conference next week.

Blanc said: “This is an ongoing project and we will continue to respond to the advice of brokers on areas of insurance that the customer is unclear about or simply does not understand.

“Insurers have a responsibility to customers to make sure that they understand what it is they are buying and this initiative is the first step in a long term, permanent move to greater transparency in the claims process.”

Biba chief executive Steve White added: “We are delighted to be involved in this important project, along with the input from our Claims Working Group. We believe that these helpful guides will go a long way to providing clarity and increasing customer understanding.”