Steve Molloy, director of commercial sales at AX, explains how AX’s partnership with the AA deserves to win the Claims Partner of the Year award
Why did you enter the Claims Partner of the Year award?
The Claims Partner of the Year award perfectly embodies the successful collaboration between AX and the AA.
The initiative was designed to improve the quality of the AA policyholder and member customer journey, providing a seamless transition from the AA to AX when deploying replacement vehicle and full repair services.
The goal was to deliver these services, while complementing the AA’s vision and values, and for AX to become an extension of the AA’s team to maintain high NPS and CSAT scores. This enabled the AA to reduce customer leakage, boost driver satisfaction and improve customer retention.
What do you think makes your entry stand out and why should you win the award?
Our entry stands out as a textbook example of two companies uniting to meet shared goals.
It is not often that two distinct businesses have common values and complementary practices – in this case, however, customer expectations were exceeded by a seamless transition that involved the fine-tuning of every touchpoint.
With this ethos, the partnership delivered a one-call promise – to manage the entire claim – for 65% of claims, a wait time for vehicle delivery that was within two hours on 95% of occasions, high net promoter and customer satisfaction scores and a Trust Pilot rating of 4.5 or above.
What would winning this award mean to you and your firm?
Winning the Claims Partner of the Year award would be a huge vote of confidence in our belief that the customer should be at the heart of every business or initiative.
Every aspect of a business’ operations should be geared to enhance the customer journey – our joint entry with the AA is a prime example of this mentality.
The endorsement of Insurance Times would help us entrench our customer focus even deeper and would enable to communicate our approach and tell our story to the wider sector.
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