AXA online claims reviews

in association with Feefo

What we’re doing to improve our Claims serviceDelivering an award‑winning Claims service is an integral part of our proposition and is the most important aspect of insurance for all of us.

As an insurer, it’s our responsibility to protect customers when the worst happens and get them back on their feet as soon as possible. So to improve our service and customer experience further, AXA has teamed up with Feefo, an independent global rating and reviews provider used by the world’s most trusted brands.

Claims transparencyAXA has been working hard to improve our process and approach to delivering greater transparency in claims such as our multi award‑winning initiative ‘Making Claims Clear’ which really sets us apart from the competition.

But this is part of a much wider initiative as we’ve recently launched eServe, AXA’s new claims tracking application giving you real‑time, secure access to key claims information. We have also enhanced our service capability with faster payments providing customers with claims settlements direct to their account within two hours of the claim being settled.

These initiatives are part of our ongoing strategy to continuously improve the services we provide and to enhance trust and transparency with our customers.

We are leading the way with our award‑winning Claims service and to keep in front of our competitors and to be truly transparent, we have also provided the ability for customers to publicly post online reviews about their claims experience with AXA.

What you need to knowThe claims review process provides the most effective way to determine if customer claims are being handled proactively, pragmatically and as quickly as possible.

This is an independent review facilitated by Feefo, who are inviting customers to review their experience with AXA. Our claim reviews are available for you to view on Feefo and axaconnect.co.uk.

How it benefits youThis initiative provides us with an opportunity to pro‑actively manage negative and positive trends, preventing the development of longer term issues for existing and future customers.

We also hope the content of these reviews demonstrates the high level of claims service your customers receive from AXA.

This review gives customers a voice to honestly and openly express the way their claim has been handled and to share this feedback with others. Feefo’s analysis gives an overall indicator of how we operate our service with a single aggregated service score.

How it worksWhen a claim is made, the broker and customer go through the normal claims process to reach a decision on whether a claim is paid or not. Once the claim has been settled, the customer is invited by Feefo through a secure email to share their opinions of AXA and the claims experience.

Each customer is sent a link from Feefo for optional completion. This enables them to score our claims performance against three key measures:

¡ Ease of claims processes ¡ Speed of resolution ¡ Customer experience and fairness

As well as rating their experience the customer also has the option to add their own comments. Responses are instantly published without AXA’s intervention and if any negative remarks are posted, AXA will follow up with the customer to address these issues as quickly as possible.

All completed customer responses are published online and open for all to see. When appropriate AXA has the right to respond, but we will have no control over what our customers say. Feefo aggregates, in real‑time, all customer reviews to produce an overall Feefo rating (score out of 5 stars).

Customers also have the right to stay anonymous and policy details aren’t made public on any of the reviews, this is to protect the customer and your business.

Transparency mattersReviews are made public immediately and available on our broker facing website AXA Connect. AXA will investigate and respond to any negative reviews with the aim of improving the customer’s experience.

For liability claims, customers are surveyed after initial notification due to these claims having long average cycle times. For all other claims they are surveyed at full payment/settlement of the claim.

Subject to certain exclusions (e.g. claims which have resulted in the death of the policyholder) we invite every customer for whom we hold an email address to complete this survey.

This is a secure process and data privacy regulations are implemented to protect all parties involved.

Our awards CII Public Interest Awards 2015

‘Best Campaign in the Public Interest’ Winner ‘Making Claims Clear’ transparency initiative

British Insurance Awards 2015 Insurer Claims Initiative of the Year

British Insurance Awards 2016 Commercial Lines Insurer of the Year

Insurance Times Tech & Innovation Awards 2016 Best Use of Technology to Improve Claims Experience

Need more information?For more information, please contact your Claims Relationship Manager. For details on our claims initiatives please visit: axaconnect.co.uk

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.

AXA InsuranceAXA online claims reviews

AXA Insurance is working in partnership with Feefo on making claims clear and improving our Claims service for brokers and policyholders. AC

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