Commercial motor Customer proposition. standards

Transcription

1 Commercial motor proposition standards

2 promise promise to you & your customers We are absolutely confident in our award-winning service More and more of our broker partners and customers are telling us that we are getting it right, and this is reflected in the recognition we are receiving at industry level. We continuously put our customers at the heart of everything we do, and really understand what it is you and they need from us. Fast Track repair Fast Track Total Loss/Theft and out of office hours suppliers relationship management. Submit a claim Visit AXA Connect for your local Branch and contact details. 2

3 promise AXA has launched a new market-leading and award-winning initiative. It is designed to give you and your customers clarity on how our claims processes work, what is and is not covered in a policy and explanations of complex insurance jargon. By making our claims service more transparent, customers will have a better understanding of what they are buying and be better prepared in the event of a claim. commitment to transparency ensures that customers have the best possible experience in the event of a claim. Making Fraud Prevention Clear uses the successful approach adopted for the award-winning Making Clear initiative. This delivers concise, easy to understand information to customers via their broker to encourage a broader discussion of the topic and the related risks. For further information on our award-winning initiative, visit 3

4 promise Flexible first notification process , fax, telephone or post your claim form. Proactive third party claims handling We will take all necessary steps to proactively handle the third party claim ensuring claims costs are controlled from day one. Plain and clear expert advice We will clearly explain what happens next and provide necessary advice when required. Proactive decision making Repairs, liability, estimating team have the expertise to make proactive decisions when you notify your claim to us. Approved repairer and courtesy vehicle An approved repairer can be appointed and instructed at new claim notification. A courtesy vehicle (medium sized car or a small van) is available from our approved repairer regardless of liability. Excess Where liability is accepted on non-fault third party claims we will recover the customer s policy excess directly from the responsible party. 4

5 promise made by our award-winning AXA teams will be in the customer s bank account within two hours of being authorised. What you need to know When the worst happens, we want to get our customers back on their feet as soon as possible. Getting funds quickly to those who have had the misfortune to have to make a claim is guaranteed to make a difference to their experience. Most claims payments go via the traditional BACS process which may take a few days for the money to reach the customer s account. With AXA s new Payment functionality this will be reduced to just two hours. As soon as their claim has been validated, the value agreed and the payment authorised; the payment is made. All we need is the policyholder s bank details. When will we use the Payment system? is used when settlement is being made directly to our policyholder on claims handled on the AXA System (ACS). We use on third party claims to make their experience with AXA a more positive one; with the added benefit of helping control our costs. 5

6 promise Making it easier to do business with AXA Track and view your claims online It s easy to access, simple to use and available 24/7 with real time information including: Summary of claim made The estimate held by AXA Summary of payments made against the claim Accident/Incident circumstances Update on the legal liability position Contact information for AXA partners supporting the claim Supplier updates (where applicable) Information regarding all recorded parties Payment information for settled claims. Broker users can view the progress of claims and the next steps online when they login to Policyholders who ring AXA to log a claim are granted access to so that they can view their claim progress We continue to review the functionality of with additional enhancements taking place in 2015 and beyond. For further information on and to register, visit axaconnect.co.uk/eserve 6

7 promise Fast Track Bespoke AXA Commercial Approved Repair Network Cars/LGV/HGV. Medium size courtesy cars and small courtesy vans available to keep the customer mobile (subject to comprehensive cover excluding total loss or claims). Nationwide is the UK s largest vehicle repair company Nationwide Network Services provide AXA Commercial with a high quality repair network delivering national coverage Free collection and delivery of vehicle. Repair Excess & V.A.T solution (subject to prior agreement & credit checks). Vehicle downtime management. Lifetime guarantee on with over 90% of our repairers PASS125 accredited. Mobile repair option offering on site, reducing interruption to the customer s business. Industry leading online real time tracking for»» Visit Cycle time management to ensure there is as little impact on the customers business as possible. Fast and effective windscreen process through one of our windscreen suppliers. Catalytic converter mobile replacement service. *48hrs SLA subject to no other areas of damage 7

8 promise Fast Track Specialist Total loss and Theft teams Working collaboratively with approved repairers and salvage agents to Fast Track total loss claims. Total loss Collection of vehicle within 48 hours. Online portal capabilities for immediate access to the information required by our office based motor engineers for a speedy assessment and settlement of the claim. Specialist Total Loss and Theft teams. Fast Track document/vehicle validation process to minimise settlement cycle times prior to processing payments electronically, directly into the customers bank account. Direct telephone contact with customers to discuss and agree vehicle values. 8

9 promise and out of office hours Because we know many of our customers operate 24/7, we have ensured there is a solution available whenever they need it 24/7 Access to emergency suppliers and expert advice For roadside recovery and European assistance AXA Assistance, simply call our normal office number. 24/7 Access to Windscreen suppliers For replacement or repair simply call our normal office number. 9

10 promise Flexible methods of communication Phone call, post, fax or . Allocated Case Manager to every claim Ownership throughout your claim. Regularly updated scheme database Providing relevant information of client specific requirements. Centre of Excellence Expert claims handlers ensuring the customer is given the best possible service and advice. Multi language skills to assist customers following an accident abroad. 10

11 promise suppliers approved suppliers Preferred partnerships that are integral to our proposition Industry accredited suppliers. Trusted external partnerships with service level agreements in place. Electronic links to our supplier network and automated processing. Supplier performance and relationship management. Supplier MI. 11

12 promise Expert and multi-skilled claims handlers Proactive management of liability, costs and claims cycle times. Industry accredited motor engineers/assessors. Internal dedicated Training team supporting technical and professional development. Credit hire management proactive management of third party hire claims. Fraud screening process managed by our dedicated Fraud team. Dedicated Counter Fraud specialists. 12

13 promise Dedicated Managers Leading the way in customer relationship management, our team truly understands yours and your customer s needs. team continues to help us shape our future customer proposition: Dedicated Managers Support with renewal and quarterly claims review New Business NORTH Glasgow Leeds Manchester Newcastle Bolton Actively drives the Voice of the back into operations to ultimately enhance our proposition Give continued support to updated contacts and initiatives when relevant. CENTRAL Birmingham Bristol SOUTH London City Reading Ipswich Maidstone 13

14 promise Insurance Times Awards 2015 Initiative of the Year Commercial Insurer of the Year CEOs CEO of the Year. CII Public Interest Awards 2015 Best Campaign in the Public Interest Winner Making Clear transparency initiative ATA Vehicle Damage Assessor of the Year 2014 Karen Ashton, VCM Bodyshop Magazine Awards National Agile Awards 2015 team was awarded Best Agile Team 2015 British Insurance Awards 2012 Major Loss Award Riot Response British Insurance Awards 2015 Insurer Initiative of the Year The Awards 2012 Commercial Lines Team of the Year Ranked No.1 in Brokerbility s insurer performance survey for the 12th consecutive time in 2015 AXA Insurance UK plc Registered in England and Wales No Registered Office: 5 Old Broad Street, London EC2N 1AD. A member of the AXA Group of companies. AXA Insurance UK plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Telephone calls may be monitored and recorded. ACLD0980C-B 14