Business

AXA launches new digital claims solution

The product, developed inhouse by the insurer, will allow customers to choose ‘seamless’ multi-channel journeys when making a motor claim

AXA has announced the launch of STeP, a digital claims solution which is reportedly set to “transform” the insurer’s online offering and provide more choice for its motor insurance customers.  

The new solution will expand AXA’s digital capabilities beyond electronic notification into a “self-serve, end-to-end digital claims experience”. 

The product, developed inhouse by the insurer, will allow customers to choose “seamless” multi-channel journeys when making a motor claim. 

Direct Motor and Swiftcover customers can notify and track a claim online and, for certain types of claims, the journey is also automatically integrated with AXA’s suppliers who will then help them with the repair or replacement of their vehicle depending on the type of damage. 

AXA said the claims journey has been “significantly simplified” by integrating itsGuidewire Claims System with machine learning models and augmented decision tools built by AXA’s Analytics team, and by developing integrations and tools with key suppliers. 

It added that this will ensure AXA policyholders receive rapid action for repair or fast and accurate settlement when their vehicle is written off. 

The product has reportedly reduced the time taken from customer notification to partners arranging repair or salvage down to minutes, prompting “very positive” customer feedback. 

Waseem Malik, executive managing director – Claims, AXA Insurance UK, said: “Customers increasingly want faster and more tailored engagement and STeP allows AXA to deliver against these changing customer expectations. We are offering our motor insurance customers greater choice in how they interact with us, with a fast, seamless journey at one of the key moments of truth in insurance – the claim. 

“This is a significant step in our digital transformation journey and one we are incredibly proud of. Customer choice is at the heart of what AXA does, and I’m excited at the possibilities this technology also offers for customers across the wider business.” 

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