Motor Trade Customer proposition standards
cost Working Working We are determined to continuously drive down cycle times and speed up the settlement process for the customer. The key initiatives behind this are: Proactive Proactive Supplier Customer Interaction I have a good relationship with AXA and they are very helpful and swift at dealing with our. Martin Brown, Handler, Wilby Major loss. proposition The Motor Trade team is uniquely bespoke and has over 190 years combined experience, making us well equipped to deal with any type of claim. We pride ourselves on the excellent service we provide to our customers and in exceeding our customer needs. All our handlers are based in one location, dealing with road risk, material damage and personal injury. 2
cost to you 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: Submit a claim Visit AXA Connect for your local Branch and contact details. A dedicated handler and team that truly understands yours and your customers business needs 24hr/365 days a year access for assistance An easy and flexible process for notifying your including: email, fax, PO Box or telephone Industry accredited and trusted suppliers An IT system built by experts with direct access through to our supplier network Dedicated Managers that can personally work and your customers We will offer regular face-to-face meetings as required Information suite which caters for yours and your client s requirements University accredited fraud technical experts with recognised qualifications within the insurance industry. Access to trusted external partnerships including solicitors, rehabilitation experts and mediation specialists 3
cost Cost Control cost Expert and multi-skilled handlers Proactive management of liability, costs and 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. Dedicated Counter Fraud specialists. 4
cost AXA has launched a new market-leading and award-winning initiative. It is designed to give you and your customers clarity on how our processes work, what is and is not covered in a policy and explanations of complex insurance jargon. By making our 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 www.axaconnect.co.uk/transparency 5
cost One & Done Winning the Insurance Times Customer Service Initiative of the Year Award 2011, our One & Done initiative is leading the way in the market with regards to proactive settlement. With the relevant information at notification to validate the policy and costs of the claim, we will settle with 24 hours. Electronic Fund Transfer (EFT)/BACS is our preferred method of payment. Proactive third party handling We will take all necessary steps to proactively handle the third party claim ensuring costs are led from day one. Excess Where liability is accepted on non-fault third party we will recover the customer s policy excess directly from the responsible party. 6
cost payments payments 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 to those who have had the misfortune to have to make a claim is guaranteed to make a difference to their experience. Most 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 handled on the AXA System (ACS). We use on third party to make their experience with AXA a more positive one; with the added benefit of helping our costs. 7
cost Making it easier to do business with AXA Track and view your 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. Broker users can view the progress of 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 8
cost Bespoke AXA Commercial Repair Network Cars/LGV/HGV repairs. Free courtesy cars and vans available to keep the customer mobile (subject to comprehensive cover, excluding total loss or ). Free collection and delivery of vehicle. Vehicle downtime management. Industry leading online real time tracking for repairs»» Visit https://vtrack.narsplc.com 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. Nationwide is the UK s largest vehicle repair company Nationwide Network Services provide AXA Commercial with a high quality repair network delivering national coverage Lifetime guarantee on repairs with over 90% of our repairers PASS125 accredited. Catalytic converter mobile replacement service. *48hrs SLA subject to no other areas of damage Mobile repair option offering on site repairs, reducing interruption to the customer s business. 9
cost Specialist Total Loss and Theft teams Working collaboratively with approved repairers and salvage agents to fast track total loss. 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. 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. 10
cost approved 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
cost highly skilled technicians have on average over 20 years handling experience and have been recognised at industry level. One case handler throughout the life of the claim. Prompt decisions on policy liability and early interim payments. Face-to-face meetings to progress and agree settlement. We are actively engaged in Government consultations and market influencing in respect of civil justice reform and other market issues which have a direct impact on you and your customers. A network of highly skilled and experienced specialists in major loss. We have the markets best practitioners dealing r. We actively pursue recoveries throughout the life cycle of the claim. 12
cost 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 review NORTH Glasgow Leeds Manchester Newcastle Bolton New Business Actively drives the Voice of the Customer 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
cost 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 Award - 2011 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 78950. 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. ACLD0981C-B 14