Insurance Times Awards 2024: Axa Commercial’s ‘The Claim Game’ training programme meets with great success

1. Why did you put yourselves forward for the Excellence in Professional Development – Broker/Insurer/MGA category?

We put ourselves forward for the Excellence in Professional Development award because of the huge success of our ‘The Claim Game’ training programme.

The audience for this included Gen Z employees, who were struggling to engage with traditional learning methods. Instead of online and classroom-based training, we brought the neuroscience of learning into play, creating dopamine hits to make learning fun.

The treasure hunt-style game cost only £20 to develop and has received 100% positive feedback from participants. The training has led to a 75% or more reduction in quality assurance error trends and a 10% drop in complaints about claims delays.

2. What do you think makes your entry stand out and why should you win the award?

‘The Claim Game’ completely reinvents training for our property claims handlers.

These include Gen Z employees, or those born since 1997, who make up the newest additions to our workforce, tailoring learning to the way they most readily process information. Research of employee profiles showed that immersive gaming experiences were a common theme.

We came up with an addictive online treasure hunt that recreates real life scenarios with mocked-up invoices, estimates and call recordings, using Axa employees to play the roles of brokers and vulnerable customers on Teams voice calls.

Initially voluntary, the game has been so successful that it’s now being rolled out as mandatory training other areas of the business.

3. What would winning this award mean to you and your firm?

Winning this award would be a celebration of our innovative approach to training, recognising the needs of our employees and tailoring the learning to the way they best receive and retain information.

Axa prides itself on fostering an inclusive and stimulating working environment for everyone and the way we adapt our training is crucial to this.

The award would recognise the exceptional result of this project, with something that started as elective training for our property claims handlers now extended to everyone in the property, motor and casualty claims teams as well as our internal audit team.