Claims becomes part of customer experience team
AXA has moved its claims operation into its customer experience team headed by Paul Meehan, claiming it will help focus on customer experience.
Philippe Maso, CEO of AXA said: “This change enables us to build on the excellent work of our claims team, where great results have been delivered in the last few years. Recently customer satisfaction has improved considerably, and given that claims is the true test of customer experience this change will further enable us to build on the significant improvements we have made.”
David Williams, managing director of claims at AXA said: “Claims contributes greatly to the customer experience, so bringing the two teams together makes perfect sense and will add extra momentum to the changes we know we need to make.”
Williams will now report to customer experience director Paul Meehan and remain a member of the AXA Insurance executive committee.
