Vantage Claims Service Proposition Overview

Vantage Claims Service Proposition Overview

Claims Mid-Market Proposition We aim to be indisputably and consistently the best Claims team in the UK and to be viewed as one of the very best service providers in the UK. We create demand for AXA products through positive customer claims reviews whilst contributing to affordable premiums through the best claims cost control in the market. Innovation Feefo Live feedback from our customers sharing their claims experience publically online. Complete transparency around our service. Faster Payments Transfer of cash payments up to 250k will hit your customers accounts in minutes. ewitness Market-leading innovation through bespoke online video interactions. Grace An on demand dynamic app that provides quick and convenient access to information for employment, HR and health and safety enquiries. Using machine learning technology, Grace can deliver legal support, tools and templates via smart devices on the go. eserve Online Claims tracking tool, allowing the broker and/or client access to claims information at any time and on the go via smartphone or tablet. 98,251 claims viewed on eserve by brokers and customers 40% of all brokers have registered to use eserve 32,352 customers have registered to use eserve *All statistics are for January to June 2018 2

Claims (Property) Mid-Market Proposition Property Loss Adjusters Extended Loss Adjuster panel which includes a 100k DA to: Questgates McClarens Crawfords VRS. One & Done A claims process which drives down the life cycle of a claim and seeks to settle claims within 24 hours of notification, bespoke to your claims trends. Surge Response Strategy On the ground technical and relationship support during events, delivering an award-winning surge management strategy for our customers. Farming Expertise Dedicated Agricultural team specialising in Agricultural claims, using experts and partners where appropriate. Real Estate CII qualified London Market Real Estate handlers. 5m was saved by fighting fraudulent property claims 17% of property claims were settled as a One & Done 96.4% of all commercial property claims were paid out *All statistics are for January to June 2018 3

Claims (Motor and Motor Trade) Mid-Market Proposition Motor FNOL Strategy Early identification of fault claims and use of handling expertise to proactively capture the third party claim. Opponent Based Strategy (OBS) Claims handling strategies adopted against specific Solicitors, driving reduced claims settlements. Credit Hire Protocols Agreements in place to ensure that average costs and hire periods with the key players in the Credit Hire Market are controlled and significantly reduced. Fraud Strategies Late notified and low speed impact claims are robustly challenged with third party representatives, resulting in many of these types of claims being withdrawn or discontinued. Total Loss Early identification and settlement within 24 hours of total loss claims where possible, reducing cycle times and total claims cost. Intelligent Vehicle Inspection Advanced imaging technology which drives down cycle times and costs, significantly improving our customers journey. LSU and Litigation Technology which support both our in-house defendant litigation and subrogation recovery claims keeping down the costs associated to legal panel/supplier fees. Field Services Both field based & Desk Top which allow quicker and more cost effective ways to getting reports on claims that require closer/more detailed investigation. Motor Trade Dedicated Team Experienced handlers to support the Road Risks, Material damage and Personal injury aspects of this niche line of business. PADDs Notification Process Police Authorised Data Downloads (PADDs) is a process which allows us to be informed by the Police Forces of a road traffic collision(s) and Discovery of Stolen Vehicles, real time enabling a significant reduction in the claims cycle time. Credit Hire Protocols Agreements in place to ensure that average costs and hire periods with the key players in the Credit Hire Market are controlled and significantly reduced. Fraud strategies Late notified and low speed impact claims are robustly challenged with third party representatives, resulting in claims being withdrawn. 99.8% of all commercial motor and motor trade claims were paid out 25.25m was saved by fighting fraudulent motor claims 71.5% of claims were retained in the MOJ Portal *All statistics are for January to June 2018 4

Claims (Casualty) Mid-Market Proposition Casualty Opponent Based Strategy (OBS) Dedicated team understanding our opponent and using strategies that continue to minimise spend on general and special damages. Cost Containment Established strategies focusing on all areas of claims spend including market-leading legal liability repudiation rates. Fraud Strategies Dedicated team driving improved fraud results and identifying new areas of fraud such as cavity wall claims using new technology and technical expertise. A proven strategy on unwitnessed slips and trips and defending to trial. Scottish specialist Team of technical experts in Scottish Law with alignment to policyholders, supported by dedicated Scottish Panel Solicitors. Rehab Flexible and proactive use of rehabilitation for large cases, a collaborative approach tailored to policyholder needs. Claims Inspectors In-house Inspectors will investigate our claims. They have an average 22 years experience and can be aligned to our customers. Notification, Estimating & Closure We are open and transparent about our liability processes, be that our notification criteria, our estimating philosophy and our file closure rules. You can obtain a copy of these from your Claims Relationship Manager or your local branch. Our legal liability repudiations are some of the best in the market: 23.15m was saved by fighting fraudulent liability claims 56% Public Liability 37% Employers Liability *All statistics are for January to June 2018 5

Claims Mid-Market Proposition Relationships People Payer to Partner Claims Relationship Manager A dedicated Claims Relationship Manager to work alongside the broker and/or client. Claims Review Meetings Tailored large case quarterly or mid term claims review meetings discussing claims trends and service performance. Panel Expertise Access to trusted external partnerships including solicitors, loss adjusters, rehabilitation experts and mediation specialists. Technical Excellence Claims development framework establishing claims handling excellence through our people. University Accredited Fraud Specialist Qualified handlers across all classes of business approved by the Counter Fraud Professional Accreditation Board. CII Qualifications Majority of Claims staff hold a CII qualification. AXA is a Chartered insurer, dedicated to promoting high standards of professionalism in the industry. Aligned Handling Expertise Dedicated Claims teams in Motor Trade, Real Estate, Personal Injury, Farming, European Specialisms and Large Loss unit (Claims > 300k). Claims MI The client will be supplied with monthly Claims Analytics Reports, enabling us to analyse claims performance and trends on large cases. Training and Risk Development AXA Risk Management, Panel Solicitor and Loss Adjuster training and risk support for clients. Risk Prevention Strategy Risk Management and Claims partnerships. External Bodies/Forums We work closely with several external bodies such as IFB, IFED and ABI to share and collaborate on claims intelligence. 6

Claims Case Study Claim against jazz club goes to court, results in win for AXA and client Recently a client had a case brought against them due to allegedly poor lighting. The claim was brought under the Occupier s Liability Act 1957. It was alleged that the mood lighting in the staircase at the famous jazz club was too dark which resulted in the claimant losing her footing and falling down two flights of steps. It was accepted that the claimant sustained a significant and disabling fracture to her left wrist. During our thorough investigations we established that the lighting was adequate and there were no identifiable defects with the staircase. We also had reservations as to the claimant s physical state at the time of the fall and questioned if this was the true cause of the fall. We felt that the evidence presented by both the claimant and that of a witness was contradictory and inconsistent. In addition, the insured was able to provide detailed and comprehensive support throughout the claims process. We repudiated the claim and the case litigated and was listed for trial, despite the claimant lawyers constantly seeking an opportunity to settle the claim economically. The trial took place and it lasted a day and a half. At the beginning of the trial, at the request of AXA s counsel, the judge visited the jazz club so that she could view the stairs in question and make up her own mind in relation to the level of lighting. The judgment was handed down and the claim was dismissed. In her summing up, the judge concluded that the lighting in the staircase did not fall foul of the Occupier s Liability Act in that the reasonable test was met. Furthermore, the judge raised questions as to the actual mechanics of the fall. We re extremely happy with the result and the insured was also delighted with our decision to take the claim to court rather than settle unjustly. 7

Claims Case Study Our lightning response to a flash flood We understand how vital it is to respond quickly when a customer s business suffers a catastrophe. Any delay only serves to intensify the impact of the initial blow. For this reason, our claims teams are always ready to go beyond the expected to resolve a crisis as speedily as possible as the following dramatic example demonstrates. When severe flooding hit Lancaster in November 2017, 23 vehicles at John Taylor Cars NW Ltd were submerged in contaminated water. Our claims handlers were immediately on the case and recognised both the level of damage and the level of distress caused to the owner; his entire stock had been completely destroyed overnight. Standard practice in these circumstances would involve each vehicle being taken away for assessment and valuation but this would have left John unable to trade and without a claims payment for weeks, which would potentially have put him out of business. Displaying real empathy and compassion, our team resolved to find a different solution. They proposed that the vehicles should be assessed before being collected and based on their experience, they knew that this level of flooding usually means that the vehicles have to be written off. Our engineers were then able to place a valuation on the 23 vehicles and made an offer to John just after lunchtime the same day. When this was accepted, payment was made before 5pm. John was absolutely delighted and not to mention a little relieved, since his insurance broker had offered him a cheaper quote, but he had chosen to stay with AXA: I am over the moon at how AXA have pulled together to make this happen so quickly and when I needed them the most. This has given me the confidence that AXA is the company to be insured with. This story clearly shows that our staff have both the courage and desire to challenge regular procedures to make life better for our customers. And this approach lies at the very heart of the way we do business. 8

Your Claims Relationship Managers Our Claims Relationship Managers are available to discuss any AXA Vantage Claims queries you may have. Please contact your local branch specialist. Elaine Whittaker Manager CRM team 07974 833 414 Elaine.Whittaker@axa-insurance.co.uk Katie Walsh Leeds 07775 015 152 Katie.Walsh@axa-insurance.co.uk Bhavisha Tailor Bolton 07775 015 566 Bhavisha.Tailor@axa-insurance.co.uk Katie Walsh Manchester 07775 015 152 Katie.Walsh@axa-insurance.co.uk Bhavisha Tailor Birmingham 07775 015 566 Bhavisha.Tailor@axa-insurance.co.uk Nick Brown Bristol 07815 700 958 Nicholas.Brown@axa-insurance.co.uk Michelle Sloan Scotland 07387 252 905 Michelle.Sloan@axa-insurance.co.uk Michelle Sloan Newcastle 07387 252 905 Michelle.Sloan@axa-insurance.co.uk Amy Cannings Ipswich 07387 252 898 Amy.Cannings@axa-insurance.co.uk Amy Cannings Reading 07387 252 898 Amy.Cannings@axa-insurance.co.uk Felix Jenkins Maidstone 07775 019 005 Felix.Jenkins@axa-insurance.co.uk Nick Brown London Real Estate 07815 700 958 Nicholas.Brown@axa-insurance.co.uk Felix Jenkins London Commercial 07775 019 005 Felix.Jenkins@axa-insurance.co.uk 9

Your AXA Vantage guide to mid-market Claims 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 FinancialConduct Authority and the Prudential Regulation Authority. FCA number 202312. Telephone calls may be monitored and recorded.