AXA launches new digital claims solution
AXA has announced the launch of STeP, a digital claims solution for motor insurance customers.
AXA’s 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.
The claims journey has been simplified by integrating AXA’s Guidewire 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. This ensures AXA policyholders receive rapid action for repair or fast and accurate settlement when their vehicle is written off.
According to the company, the time taken from customer notification to partners arranging repair or salvage is now down to minutes, and customer feedback has been ‘very positive’ about the simplicity and speed of the journey . AXA is also looking at ways to use the STeP technology to further develop the digital journey across other business lines.
“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.” – Waseem Malik, Executive Managing Director of Claims at AXA UK.