Insurance Times Awards 2022: Axa is ‘creating fast, seamless, end-to-end digital journeys for claims’

Briefly explain your entry in the Insurer Innovation of the Year category.

We are passionate about the transformation we’ve seen to our online claims journey and how much it has helped customers when they need us most.

We have kept our customers’ interests at the heart of our innovations and we have brought about significant improvements to improve speed and clarity in our digital claim process.

We are creating fast, seamless, end-to-end digital journeys at the key moment of truth in insurance – the claim.  

Now customers can notify and track a claim online, with instructions and next actions fully automated and customers automatically directed to Axa UK’s suppliers.

What do you think makes your entry stand out or different from your competition?

Our digital journey provides a fast, simple and clear process for our customers.

From electronically notifying their claim, customers can upload pictures or video and, in the background, our internal artificial intelligence (AI) and technology integrations with our suppliers means that liability decisions, fraud reviews and decisions around repair or total loss are made rapidly. Feedback has been outstanding.

It’s also beneficial to our suppliers, providing them with quick, accurate information each time. 

What would winning this award mean to you and your firm?

Our team have worked so hard to deliver innovation in the market and significant improvements in the claims experience for our customers.