Insurance Times Awards 2024: Axa Retail turns ‘traditionally lengthy’ claims process into ‘simple and quick’ automated process

1. Why did you put yourselves forward for the Excellence in Claims Technology – Insurer category?

We believe the digital journeys we provide to our customers sets us apart from our competitors.

We have developed quick and easy solutions whilst leveraging state of the art technology and advanced analytics.

This has turned a traditionally lengthy process with multiple touch points into one that is simple and quick and delivers speedier claims handling outputs.

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

Where traditional claim processes can be lengthy, we have built the next generation of claims journeys where customers and brokers can notify online using any device, at a time that suits them.

There are no ‘smoke and mirrors’, we have built true end to end automated straight through claims processing and claims tracking for our retail direct and PLI motor customers and brokers. We have also enhanced our online claims process for home to enable digital notification, policy validation and claim assignment.

We have designed the digital claims process to be quick and convenient for our customers by hiding the technical development complexities, which enable us to make accurate claims decisions and quickly instruct the appropriate suppliers.

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

We are extremely proud of the digital advancements we have made over the last few years. Our achievements are due to fantastic innovation and amazing team collaboration.

We have delivered a truly customer centric digital claims experience and this award would prove our achievements and put us a step ahead of our competitors, ultimately driving our teams further in delivering outstanding customer solutions.