AXA merges claims functions to improve service through greater customer alignment

AXA has completed the management structure of its claims operation following the merger of the direct and intermediated claims functions, creating four distinct service channels in the process.

21 November 2014

Posted in Product

by Martin Friel (see media contact)

The merger, first announced in September, will bring together over 1600 claims professionals under one management structure, led by Chris Voller, Director of Claims for AXA Commercial Lines and Personal Intermediary (CLPI).

The new structure combines the expertise and award-winning claims service that exists across AXA’s insurance business, whilst creating dedicated service channels to better meet the needs of distinct customer groups.

The new service channels and relevant heads are as follows:

  • Property and Lifestyle – Martin Ashfield (previously Head of Commercial Property Claims, CLPI)
  • Motor – Christine Matthews (previously Operational Claims Director at AXA Direct & Partnerships)
  • Liability – John Dacey (previously Head of Liability Claims, CLPI)
  • Large Loss – Martin Steward (previously Head of Large Loss, CLPI)

In addition, three senior support roles will be created as follows:

  • Supply Chain – Sarah Kenworthy (previously Head of Supply Chain Management, Direct & Partnerships)
  • Strategy and Transformation – Ian Newell (previously Head of Claims Strategy and Controls, CLPI)
  • Risk, Compliance and Controls – internal appointment pending

Commenting on the merger, Chris Voller said:

“It is testament to the quality of the individuals we have at AXA, at all levels, that by January 1 we will have managed to bring our direct and intermediated claims organisations together without any disruption to service levels.

“Bringing all claims under one roof gives AXA the structure and the means to work more effectively and efficiently with our suppliers to ensure there is a much more joined up approach when managing our customers’ claims.”

Amanda Blanc , CEO of AXA Commercial Lines and Personal Intermediary, added:

“AXA quite rightly has an excellent reputation for its claims service and that is something we fully intend to protect and build upon. Bringing all our claims together under Chris’ leadership will break down the organisational structures that can get in the way of delivering the slick, professional and efficient service that customers, brokers and partners expect from us.

“The speed and efficiency with which this has all been brought together gives me great confidence that not only is the new organisation in the right hands, we have the right people to replicate that speed and efficiency in our claims service.”

The changes will take effect January 1. In the interim, each divisional head will work on implementing the operational changes necessary to deliver the customer channel service proposition.