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Vantage Disclaimer AXA Marketing team to advise on cover image Your guide to mid-market Services sector AXA Vantage Services sector
Vantage
DisclaimerAXA Marketing team to advise on cover image
Your guide tomid-market
Services sector
AXA Vantage Services sector
Contents
AXA Vantage – our mid-market proposition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Services sector market insight . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Why choose AXA for mid-market Services sector? . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
What trades are we keen to write? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Our enhanced mid-market Services sector proposition . . . . . . . . . . . . . . . . . . . . . . . 7
How can our Risk Management proposition enhance the service you offer? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11
Claims Excellence and Transparency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Value Added Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Your key Services sector contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
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AXA Vantage / Your Guide to mid-market Services sector
What is AXA Vantage?
AXA Vantage our refreshed mid-market proposition
Branch Network
¡ Specialist mid-market knowledge across a variety of trade sectors.
¡ Unprecedented levels of empowerment to make decisions.
¡ Desire to support mutually beneficial tripartite relationships.
¡ A commitment to having a meaningful dialogue with you within 48 hours of receiving your mid-market enquiry.
New for Services
¡ Refreshed PI product for IT professionals.
¡ New PI policy for Business and Management Consultants.
¡ 30% PI commission for selected professions.
We understand that when you place your client’s mid-market business, you need more from your insurer than just a good product at a competitive price. AXA Vantage is our exciting sector specific proposition for mid-market commercial business between £10k and £100k. Here we outline the key components of our proposition which we believe demonstrate our significant appetite and expertise in mid-market.
Risk Management
¡ 50 in-house business resilience experts.
¡ 12 chartered liability specialist surveyors.
¡ 15 in-house specialists delivering motor fleet surveys.
Claims Excellence
¡ AXA is ranked 1st amongst its peer group of large composite insurers for mid-market Claims service quality by Gracechurch Consulting.
¡ Dedicated Claims Relationship Managers.
¡ Trusted external partnerships.
¡ Transparent approach to claims.
Value Added Services
¡ Comprehensive case level support to win and retain business.
¡ Range of technical training events for supporting brokers.
¡ Access to market leading digital tools and apps.
¡ Support from Ignition (AXA’s in-house marketing agency).
Trading Tools
Our branches are empowered to apply a number of trading tools including:
¡ Exclusives ¡ Net Rating ¡ Low Claims Rebates ¡ Tripartite Service Agreements
¡ Long Term Agreements ¡ Risk Management Fund ¡ Flexible Instalment Plans ¡ Rate Stability Agreements.
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AXA Vantage / Your Guide to mid-market Services sector
According to the CBI, rising costs are putting pressure on prices and margins across the Services sector. Business and professional services firms reported that average selling prices rose for the third consecutive quarter, with prices expected to rise in the short term at the fastest pace since February 2007. Increases in average selling prices are also expected to accelerate in consumer services, with firms expecting the sharpest increases since February 2008. Despite higher prices, profitability is expected to decline in both sub-sectors next quarter.**
Rain Newton-Smith, Director for Economics at the CBI, said: “Firms anticipate increasing pressure on margins over the next quarter, with the strongest expectations for price growth in ten years, making the business environment that bit tougher.”**
Key considerations for Services businesses
The key considerations for this sector lie in protecting reputation, protecting confidential data and information and interruption to business from an event such as a fire, theft of data or technology malfunction.
Falling short of the required standard of skill and care in the provision of advice or services is also seen as a key risk for Services business.
Professional Indemnity cover is essential
Anyone working in this sector, providing a service or advice, where the quality of their work is called into question, must have Professional Indemnity cover (PI). A negligence claim can cripple a business financially as well as cause irreparable damage to reputation.
In 2016, there were 5.5 million businesses in the UK, 64% of which were Services sector related (excluding retail).
Services sector market insight
Data security, Dishonesty and Defamation
The sector increasingly relies on technology and business owners must prioritise security risk assessment as the loss of data can have costly implications, with the estimated average cost of the single most disruptive breach from the last 12 months costing £32,300 for large businesses.***
Despite employers doing their best to verify employee details, it’s often staff who are the cause of security breaches. 65% of large firms detected a cyber security breach or attack in the past year.***
Staff may also act dishonestly while carrying out their work. However, PI will cover your clients for liability caused by dishonesty of employees while carrying out work on your client’s behalf.
It’s not only dishonest staff that can cost your business money. Human error is the cause of the worst security breaches.***
Employees need to be capable of the work they are asked to do, adequately trained and supervised, otherwise they can make mistakes.
Accidental errors are frequently the cause of claims for breach of confidentiality, libel and defamation, when staff let slip confidential information while communicating via email or social media.
A number of high profile social media cases involving defamation highlight the need for rigorous social media and communications policies.
Taking the right precautions
Planning for business interruption needs to be high on the agenda. It makes sense for a business to back up all data on a regular basis and to have plans in place should staff be unable to get to work for any reason.
Vandalism, arson and theft continue to be a threat to anyone with a business premises. Despite a fall in the number of these types of crime, claims are getting larger.
There are fewer instances of injury in this sector than in others, though business owners still need to be vigilant as accidents can happen if employees trip over trailing wires or fall while balancing on a chair to retrieve documents from a high shelf. There’s also a strong need for public liability cover if clients visit the premises or staff visit clients where they may accidentally cause damage to client’s premises or equipment.
So, while many Service industry businesses may appear to be low risk at first glance, a wise broker will take the precaution to fully assess the risks faced by clients and arrange appropriate insurance cover.
Sources: *House of Commons Library Business Statistics November 2016 **CBI Service Sector Survey, Feb 2017 ***Cyber Security Breaches Survey, May 2016
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AXA Vantage / Your Guide to mid-market Services sector
AXA, ranked the No.1 global insurance brand
by Interbrand from 2009 to 2017
Many Service-led businesses trust AXA to protect their assets and employees. They trust us because of the depth of understanding we have of the broad range of risks in this sector, as well as our significant expertise in risk management and our award-winning Claims service.
Following our entry into the Professional Indemnity market in 2010, we have invested heavily to ensure the service we deliver to you and your clients is first class. We have significant appetite to grow our PI book of business and we believe we have the people and policy wordings to help us achieve this growth.
We have proven expertise and experience in the mid-market Services sector.
¡ Winner of ‘Brokers Insurer of the Year’ 2017 at the UK Broker Awards.
¡ Services sector specific underwriting expertise and knowledge.
¡ A desire to trade, with increased local empowerment to write, trade and provide tailored customer service.
¡ Valuable broker support and tailored Services sector training available.
Why should you place mid-market Services sector business with AXA?
¡ Award-winning Claims service delivering award-winning initiatives.
¡ Ranked the largest insurer in the world by gross written premium by global ratings agency AM Best.
¡ AXA was one of the first insurers to achieve Chartered Insurer status from the Chartered Insurance Institute (CII) in 2011.
¡ Our refreshed PI product for IT professionals now includes more comprehensive cover for breaches of contract and cover for hacker damage.
¡ New PI policy for Business and Management Consultants.
¡ 30% PI commission for selected professions.
What’s new?
Why choose AXA for mid-market Service sector?
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AXA Vantage / Your Guide to mid-market Services sector
Professional Services
Property professionals (non-valuing)
Accountants
Architects
Design & Construct
Business and Management Consultants
A large number of non-traditional professions
Consulting engineers
Tax consultancy
Solicitors
Financial services
Financial institutions
We enhanced our Professional Indemnity product in 2017 and believe our wide appetite offers something unique in the market.
What risks are we keen to write?
For every profession listed on this page other than the few in the red ‘decline’ category, we can assure you we are keen for Professional Indemnity business and can offer you:
¡ Underwriting expertise, competence and sector knowledge
¡ A desire to trade, with local empowerment to write, deal, and provide excellent customer service
¡ Competitive new trading initiatives and enhanced incentives
¡ Commitment to grow a profitable partnership long term
¡ Expert Claims service.
IT & Communications
Software consultancy
Hardware consultancy
Web design
Developer/publisher
System installation
Large number of other technology professions
Financial transaction/payment processing
IT security
Internet service provider
Online auctions
Support Services (Facilities Management)
Property Managers
Facilities Managers
We’re interested but need more underwriting information from you
We would decline these trades/processes
We’re very keen to write more of these trades/processes
For Material Damage, Business Interruption and general Liabilities, we have appetite for most trades in the Services sector and can offer substantial capacity.
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AXA Vantage / Your Guide to mid-market Services sector
Our enhanced mid-marketServices sector proposition
Our priority is to understand your needs and the needs of your clients. We recognise that each Services sector client is different and we tailor our approach accordingly.
¡ Ability to customise our offering to incorporate rate stability agreements, profit share and risk management funds.
¡ Significant capacity available to accommodate 100% placements (no need for coinsurance support but we can write on this basis if required).
¡ Clear and stable underwriting philosophy which is aligned between Underwriters and Business Resilience Managers.
¡ Business and Management Consultants wording along with enhanced Technology wording.
¡ Wide range of ‘non-traditional’ service industries within appetite.
¡ Professional Indemnity policy wordings for each of the key traditional professions.
¡ Professional Indemnity has flexible excesses and indemnity limits up to £5m.
¡ Business Combined wording with ability to apply flexible limits to many extensions and warranty free cover.
Underwriting Approach
Policy Wording
AXA Vantage / Your Guide to mid-market Services sector
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Our mid-market Services sector proposition –product overview
Cover offered as standard
Accountancy professions
Construction professions
Property professions
Design & Build contractors
Our mid-market Services sector proposition covers IT and Communications, Professional Services and Support Services.
One of the major concerns to clients within this sector is liability for their professional risk. Our Professional Indemnity Insurance products are market-leading, both in terms of the policy coverage and their plain English approach. The information presented is not comprehensive but provides you with an understanding of what cover we offer, as standard, across all our PI policy wordings.
For further information on our Professional Indemnity or Business Combined products, please contact your local AXA representative or visit our website.
AXA offers specific wordings for the following professions:
Full civil liability wording Dishonesty of employees cover
Defence costs in addition to the sum insured Formal investigation cost cover
Innocent non-disclosure and innocent breach of claim conditions clause Disputed fees cover
Data Protection Act defence costs cover Subsidiary creation and acquisition cover
Compliance with the major professional body requirements
Cover for any applicable Ombudsman awards
Collateral warranty cover
Free warranty vetting service
Cover for awards by an Adjudicator
Estate agency and safety legislation
Cover for Ombudsman awards
Compliant with RICS policy requirements
Collateral warranty cover
Free warranty vetting service
Cover for awards by an Adjudicator
NEW: Business and Management consultants
Broad civil liability cover
Data protection Act defence costs cover
Disputed fees cover
NEW: IT professions
Cover for breach of service level claims
Cover for breach of contract claims resulting in liability for liquidated damages
Date Protection Act defence cost cover
Cover for claims arising from the activity of hackers
Misuse of information cover
Our Business Combined product covers:
Property Damage Selected All Risks on specified items
Business Interruption Computer insurance
Public and Products Liability Theft by Employee insurance
Employers’ Liability Commercial Legal Expenses
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AXA Vantage / Your Guide to mid-market Services sector
We have teamed up with law firm rradar to offer free expert legal, regulatory and risk management advice for MLP clients.
rradarlegalrradar’s experienced legal experts offer support and representation in all specialist areas, giving clients the best advice when they need it the most.
rradargraceFor legal questions ‘on the go’ or in the office, rradar’s voice activated legal support app ‘rradargrace’ can answer an ever-expanding range of legal FAQs at the click of a button.
rradarstationrradarstation: rradar’s team of sector specialists and legal resource website, provides clients with bespoke legal advice via telephone or email and access to online guidance pages, downloadable templates, ‘how to’ guides, helpful videos and podcasts, covering all major topic areas including but not limited to:
rradarreportThe rradarreport app enables businesses and their employees to record incidents and accidents in real time, wherever they are working. Real time data collection can make a huge difference to risk recording, management and evidential procedures under claims, potentially minimising claim damage.
¡ UK wide coverage ¡ Full legal privilege ¡ Qualified solicitors and specialist practitioners
¡ All investigation, prosecutions and defence coverage
¡ 24/7 crisis service
¡ Human resources and employment ¡ Health, safety and environment
¡ Risk management ¡ Company, business and commercial
Our mid-market Services sector proposition –Management Liability
Our comprehensive Management Liability Policy (MLP) provides any one claim sections for D&O, EPL and CLL and includes cover for:
¡ All regulatory investigations and prosecutions
¡ Fees for intervention (FFI) charges
¡ Employment claims (unfair dismissal, harassment, discrimination etc.)
¡ Defence and pursuit of contract disputes
¡ Pollution defence costs and clean up costs
¡ Employee dishonesty claims
¡ Pension claims.
As a true Management Liability specialist, our cover offers your clients comprehensive coverage significantly beyond the market standard and exclusive access to expertise to prevent and/or mitigate claims.
For further information on our Management Liability product, visit axaconnect.co.uk/mlp or contact your AXA representative.
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AXA Vantage / Your Guide to mid-market Services sector
Our mid-market Services sector propositionrradar case study
Supporting clients throughout the criminal investigation process
The client was a local accountant. They had represented a commercial customer for several years without any suspicions. However, they were contacted by a specialist police investigator working with the National Crime Agency who asked for access to the customer’s records and to provide a statement in the form of an interview.
The client contacted rradar in a very concerned state, wanting to know what their responsibilities were with regard to confidentiality and disclosure. rradar’s advisors were able to provide guidance about the powers of the police, duties of confidentiality in a case of a fraud and money laundering rules. Following the police visit, rradar examined the evidence and satisfied both itself and the client that there was no problem with regulatory compliance rradar fully explained the criminal investigation process and procedure to the client alongside their professional conduct duties and insurance requirements giving understanding and confidence at all times to the client.
rradar’s expert legal team liaised with the police, verifying that their client was not under suspicion. rradar supported the client throughout the
investigation process and advised on the requirements for and type of statement which was completed and provided to the authorities.
The prosecution went ahead and the assets of the customer were seized. Because of rradar’s involvement in the case, the client was not implicated, nor were they called upon to give evidence at any point.
AXA Vantage / Your Guide to mid-market Services sector
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How can our market-leading Risk Management proposition enhance the service you offer?
Our in-house Business Resilience team is highly experienced in all aspects of Services sector Risk Management.We know that Services clients will want to avoid anything unexpected, so where required, we can inspect your client’s premises at quotation stage after indicative terms have been provided.
Business Continuity PlanningInterruption to business impacts this sector greatly given the speed of delivery required to the public. The sources of business interruption vary greatly from the common fire/ flood to the less common causes such as the loss of online customer booking systems.
The AXA Business Resilience team has managers holding Business Continuity Institute (BCI) qualifications that are aligned to the global standard ISO 22301 (business continuity management) that ensures the most appropriate level of advice is given, no matter what the size or complexity of the client’s business.
What we can offer you
50 Business Resilience experts located throughout the UK supporting single, multi-site or European location programmes.
You will have the same Business Resilience Manager expert for the duration of your policy which means that we can respond quickly to any process modifications or location changes your business may encounter.
Specialist People Specialist Service
Most experienced loss prevention teams of any UK insurer with more than 875 combined years of experience.
12 chartered liability specialist surveyors with Level 3 food safety qualifications, 90% of the total survey team hold formal Health & Safety qualifications.
3 fully trained and qualified sprinkler engineers that are backed up with an additional 10 team members who can also undertake annual sprinkler testing.
Bespoke specialist services to provide high quality risk solutions, such as electrical inspection, reinstatement valuations and protection of vacant buildings.
We offer advice on areas such as fire, business interruption, weather, security, motor and liability risks.
Our 15 in-house motor fleet specialists make things easy for you by delivering standalone or combined surveys.
Clients can access a multitude of online assessments and training courses as well as a legal helpline where all advice is provided under privilege.
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AXA Vantage / Your Guide to mid-market Services sector
Risk Management in actionCase study: Facilities management
We recently worked with a large facilities management client with approximately 4,000 employees. Given the scale and geographical spread of the business, AXA needed to provide a consistent level of support which could be delivered on a regional basis.
¡ We were able to fully understand business exposures and, importantly, contract/service provision conditions imposed by large retailer clients
¡ Training checks and inductions relating to the use of chemicals, lifting and standard operations and practices were reviewed and delivered by our in-house team
¡ Detailed training relating to accident incident investigation, reporting and the recording of essential information (RIDDOR requirements) was provided to Regional Managers and Directors
¡ Legal training relating to how Civil Liability attaches (English and Scottish Legal System) was arranged
¡ We reviewed existing management systems and suggested improvements to wording. Training was provided to reduce the chance of liability attaching
¡ Bespoke surveys of large high footfall retail risks were undertaken to test procedures on the ‘frontline’
¡ We provided support to the in-house safety function with a documentation review and made comments where appropriate.
The following measures were taken as part of the approach:
AXA Vantage / Your Guide to mid-market Services sector
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Services ¡ We give you 24hr/365 days a year access to claims assistance with an easy and flexible notification process.
¡ You will have access to our trusted external (local and international) partnerships including solicitors, loss adjusters and mediation specialists.
¡ By teaming up with Feefo, your customers can publicly post their rating and comments online about the service and experience they received from AXA when making a claim.
¡ Making Claims Clear is our award-winning transparency initiative. We’ve developed a library of documents to help your customers understand what is and isn’t covered by our policies.
Our award-winning Claims serviceOur dedicated Claims Relationship Management team truly understand your clients’ needs in the event of a claim. This is the service you can expect from AXA if one of your Services sector clients needs to make a claim:
Claims Excellence and Transparency
In 2016, we settled 19% of property claims within 24 hours under our ‘One & Done’ process.
Tools ¡ We’ll supply you with bespoke monthly claims MI, enabling us to analyse performance and trends around an individual client’s claims portfolio.
¡ eServe, our online Claims tracking tool, allows you to see how your customer’s claim is going, as it’s going.
¡ Faster payments pays within 2 hours when a settlement is made directly to our policyholders bank account to reduce inconvenience and enhance customer service.
People ¡ We have an award-winning Large Loss team as well as dedicated Claims Handlers who deal with specialist Services sector schemes.
¡ Your dedicated Claims Relationship Manager will ensure the smooth-running of the account.
¡ Universally accredited fraud technical experts with recognised qualifications within the insurance and anti-fraud industries.
¡ We have a nationwide network of 36 AXA Claims Inspectors handling 90% of all liability injury claims investigations.
¡ Our Inspectors have, on average, 23 years’ of insurance or legal experience.
In 2016, we dealt with 1,500 high value complex claims with a combined value of £850m.
AXA staff who are handling large loss claims have an average of 22 years’ of insurance experience.
80% of claims handling staff have a CII professional qualification.
2015 Insurance Times Times Awards – Claims Initiative of the Year
2015 National Agile Awards Best Agile Team, eServe Claims team
2015 CII Public Interest Awards Best Campaign in the Public Interest (Marketing or Advertising) category – Claims Transparency
2015 British Insurance Awards Insurer Claims Initiative of the Year
Over 130,000 payments have been processed using Faster Payments.
Over 1,200 brokers have access to our eServe portal.
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AXA Vantage / Your Guide to mid-market Services sector
Business Interruption Calculator ¡ Designed to simplify a BI sum insured/limit of indemnity periods.
¡ For use by the broker or optional completion by the client/accountant.
Broker value added services – support for the right riskExtensive support will be made available to all brokers to secure the right Services sector mid-market case:
AXA risk control/broker pre-quote on-site customer review
¡ Proven to increase conversion through better pricing ¡ Excellent client feedback on adding value to their existing risk management programme ¡ No surprises as we identify any risk prior to cover.
Client value added services – support for the right risk
¡ Building Valuation Service – removes average and the risk of underinsurance
¡ Unoccupied buildings/VPS – specialist protection services which can widen cover available and reduce ongoing third party security costs (average security guard costs £1,500 per week). AXA has an exclusive agreement with VPS meaning clients can protect vacant buildings from as little as £89 per week. The minimum contract period is 1 week whereas standard practice is a minimum of 8 weeks
¡ LeakSafe Solutions – keeps premiums down by reducing claims frequency and severity from escape from water
¡ British Gas Electrical Inspections – for both legal compliance and protecting employee and property which can include free of charge thermographic assessment for larger and more complex risks.
¡ Riskhelp – designed to assist UK businesses to gain a better understanding of their legal responsi-bilities, common business hazards as well standard market business insurance policy wordings.
We’ve introduced a host of additional services for brokers who are actively committed to working with us to grow our mid-market Services sector book of business. It’s not just brokers who benefit; clients will also have access to a range of valuable services.
Value Added Services
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AXA Vantage / Your Guide to mid-market Services sector
Value Added Services
We’ve developed a new mobile app which offers you personalised news and knowledge at your fingertips. The AXA Vantage app is available to download via the App Store for free.
The Vantage app offers you multiple benefits, including:
¡ Rolling news from a range of UK industry sectors
¡ A ‘My news’ section to personalise your experience and only see the industry news that interests you
¡ The latest insurance trade news
¡ Keep up to date with the latest AXA Vantage developments
¡ Refreshed content every 15 minutes, so you’ll never miss the latest stories
¡ Users can share articles by email, Facebook and Twitter
¡ Favourite interesting articles to read at a time that suits you.
AXA Vantage app
Supporting mid-market brokers will have access to a range of additional benefits designed to develop your business:
¡ Subsidised access to new AXA digital tools such as the award-winning endcustomer.co.uk, which provides brokers with real time desktop access to a range of client data sets to help you profile and win customers
¡ Access to data and profiling services to help validate and enrich your local mid-market pipeline and undertake joint prospecting
¡ Marketing consultancy and execution across the complete range of marketing services, including; lead generation, training, web and social media design and build, video production, creative design services such as brand or email campaigns/print solutions and access to the Ignition CRM bulk email campaign tool
¡ AXA Services sector specific marketing campaigns.
Supporting mid-market brokers will have access to a range of additional benefits designed to develop your people:
¡ Mid-market Services sector specific technical, risk management and claims training plus regular market briefings
¡ Local team skills training on topics such as price negotiation, customer segmentation and contact planning
¡ Access to leadership training events such as our popular leadership seminars in Bordeaux, Paris and the UK
¡ Funding support for CII Regional Broker Academy workshops (with top up funding if also Chartered)
¡ Invitations to mid-market specific broker events and seminars with access to the Senior AXA Leadership team.
Grow your people (CII accredited structured learning)
Grow your business (Delivered by Ignition NBS Ltd.)
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Download the app today via the App Store. Search “AXA Vantage”
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AXA Vantage / Your Guide to mid-market Services sector
Your key Services sector contacts
Ipswich Branch Toby Points01473 337 [email protected]
London BranchMark Dawson 02032 068 437 [email protected]
Our branches want to talk to you about AXA Vantage. To discuss specific mid-market Services sector opportunities, please contact your local branch specialist.
Maidstone BranchStuart Daffin 01622 238 772 [email protected]
Scotland BranchRoss McNicol01412 454 [email protected]
Newcastle BranchSian Mullane 07387 252 [email protected]
Leeds BranchGary Jennings 01133 978 057
National Trading Centre – Bolton Andrew Chamberlain
01204 815 [email protected]
Manchester BranchDarron Aithwaite
01619 582 [email protected]
Birmingham BranchJo Walker
01216 445 [email protected]
Bristol & Cardiff BranchesChris Fabian
01173 734 585 [email protected]
Reading Branch David Harrison 01189 550 014 [email protected]
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AXA Vantage / Your Guide to mid-market Services sector
AXA Vantage Services sector
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.
