AXA is deploying a "multi-million" pound investment in a drive to bring all claims handling in-house under a single system.
The insurer plans to invest £10m in improving training and technology in its claims handling division to reduce claims handling costs.
AXA chief executive Peter Hubbard told Insurance Times:
"We want to fundamentally change the claims system and have a claims settling process which is the main selling point of the company."
He added: "We are listening to the customer. Historically it has been okay to take six months to settle claims - we want to change that."
Hubbard said he planned for both commercial and personal lines claims to be handled on a single system by the end of the year. "If we want a single approach everything will have to come in-house."
Within five years the "bulk of claims" should be handled within "seven working days." Hubbard said he also aimed to substantially cut the level of outstanding claims .
AXA customer services director Andy Fairchild added: "Very soon we will have a paperless office and a new workflow and image system, with all communications on screen."
Hubbard said a shift to electronic handling of claims would drive the forward the change. AXA already processes 99.9% of all new business on a single electronic system."This will lead to a rapid speed of service, ultimately we will put everything through the same system," he added.
