AXA UK transforms claims operations
New operating model will allow operational areas to focus on claims handling efficiency
Centres of Excellence will provide specialist support
Collaborative working and targeted training will increase technical capability
AXA UK will be launching a new operating model for Claims in June to focus on customer service.
After an in-depth review, the insurer has decided to remove non-core activity from operational areas, allowing them to concentrate on claims handling efficiency. The aim is to improve claims experience and customer satisfaction.
The new model builds on the changes announced in March, when two operational business areas were created (Motor & Travel Claims; and Property & Casualty Claims) alongside four Centres of Excellence (Claims Technical Services; Claims Operations; Claims Risk, Fraud & Complaints; and Claims Transformation).
Based on collaborative working and targeted training, the new operating model will give AXA employees greater opportunities for development and progression, enhancing their career pathway.
The four Centres of Excellence will provide specialist and technical support to customer-facing functions. Their shared learning and expertise will benefit the wider Claims operation, and ultimately policyholders.
The reorganisation means 125 roles are being placed at risk of redundancy across six Claims sites, although the net reduction is expected to be smaller, at about 40 jobs. Employees affected by the announcement will receive all the appropriate help and support they need throughout this period of change.
The new operating model will commence on 1st June 2019.
Waseem Malik, Executive Managing Director – Claims said, “Our new structure will enable greater accountability and clearer focus in customer-facing operational areas, supported by strong Centres of Excellence providing technical expertise in a more collaborative and consistent manner. We believe this will have a positive impact on claims experience and improve customer satisfaction.”
In July 2012 the AXA Commercial Lines and Personal Intermediary businesses came together to form a new single organisation – AXA Commercial Lines and Personal Intermediary. Led by Amanda Blanc, the business offers brokers a more integrated and consistent approach from AXA which is focussed on their needs as a business – whatever the product. AXA Commercial Lines & Personal Intermediary provides underwriting expertise, offering a range of commercial lines and personal lines products and insurance solutions to our brokers and customers. AXA Commercial & Personal Intermediary is part of AXA Group, a worldwide leader in insurance and asset management serving 101 million clients.
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