Liability claims Customer proposition standards
Our proposition AXA Liability is a team of experienced confident people with a high degree of technical knowledge and expertise. Our team is undoubtedly one of the best in the market and it s not just us who are saying that, our customers are saying that as well. Our promise We promise to put our customers first, treating their claims as individual projects and managing them with one dedicated Case Manager. We communicate with our customers through their medium of choice and keep them updated at each key stage of the claim. Through the execution of our internal technical development programme, we ensure that our people remain technically competent. As a Chartered Insurer we actively support our people through the CII development programme. Submit a claim Visit AXA Connect for your local Branch and contact details. 2
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. Our 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 3
Payments Faster 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 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 Faster 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 Faster Payment system? Faster Payments is used when settlement is being made directly to our policyholder on claims handled on the AXA System (ACS). We use Faster Payments on third party claims to make their experience with AXA a more positive one; with the added benefit of helping control our costs. 4
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 5
We offer flexible first response options for claims notification. We can respond to telephone, email, paper or fax claims reporting. Our First Response team will provide support and guidance at the early stages of your customer s claim. Early pro-active focused intervention can be vital to ensure that the claim is set on the correct and cost path. North West East Anglia First response Dedicated, trained and competent people are ready to take notification of your claims whether that notification is by telephone, email, paper or fax. They will provide you with guidance and support following notification and provide you with details of the claims plan. Personal injury claims Following of your claim by one of our in-house Inspectors or a partner Loss Adjusting firm, your claim will be allocated to a specialist team depending on the claim s complexity and nature. This could be a team dedicated to fighting third party fraud, a team dealing with high valued claims, or even a team set up to work closely with specific third party law firms to ensure that costs are kept to a minimum. Non-injury claims We have a team with Case Managers trained and competent specialising in a variety of property and financial loss claims including public liability property damage, management liability and professional indemnity matters. Industrial disease claims The claims are managed by our partner, AXA Liabilities Managers (ALM). They have a strong reputation in the market and specialise in disease claims matters. The partner firm have representatives on various industry working groups to ensure that ALM help shape the future disease claims market and claims protocols. 6
Experts working with you Our in-house Investigation team has an average of 28 years claims experience per Inspector. They provide mainland UK coverage for all third party personal injury claims. Typically more than 98% of claims are investigated by our in-house Inspectors. Depending on your individual requirements as a policy holder, agent or broker, our Inspector will: Liaise with you to arrange a suitable time/date/location for a field or telephone Give you an option to attend the Discuss their recommendation on defending or paying the claim Provide Risk advice and support to your policy holder Inspectors are accredited against British Standard, BS102000:2013 for the The Provision of Investigatory Services. 7
We strive to negate claims inflation through the constant refinement of our cost programme. We promise to: Be pragmatic about the cases which should be settled early but we will robustly challenge claims where our policy holder has not been negligent or breached their duties Apply bespoke opponent (third party lawyer) strategies Protect our customers against the growing threat of fraudulent third party claims Effectively manage claims submitted via the new MOJ portal and experience the benefits of the lower fixed fee costs regime. We have partnered with industry experts to support our claims proposition. These partners include: A UK panel of specialist law firms who can provide the clients with legal expert advice and support A panel of leading rehabilitation providers who will help reduce the cost and cycle time of claims Forensic accountants each specialising in a different area of financial loss claims Draftsman to support us with contentious fixed costs issues and to adjust hourly rate legal costs claims A panel of private investigators who can provide claimant intelligence for suspected fraudulent claims Mediation support for claims which require a little bit of help to get them settled A panel of major loss adjusting firms to support our Public Liability Property Damages team. 8
Ensuring our service is evolving to meet customer needs We Treat Customers Fairly, through constant review of our claims processes. Our quality assurance process underpins our drive to have the best people. Carry out customer surveys to ensure we actively seek feedback and listen to customer needs. Root cause analysis of complaints to capture information on areas of dissatisfaction. Working closely with our underwriting colleagues to ensure our products are fit for purpose. 9
Dedicated Managers Leading the way in customer relationship management, our team truly understands yours and your customer s needs. Our team continues to help us shape our future customer proposition: Dedicated Managers Support with renewal and quarterly claims 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 10
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 Our team was awarded Best Agile Team 2015 British Insurance Awards 2012 Major Loss 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. ACLD0982C-B 11