• AXA puts more power in the hands of brokers with introduction of new claims tracking tool

    March 17th 2015. Posted in Corporate

    Brokers will have greater control and influence over the claims process with the introduction of a new claims tracking tool from AXA Commercial Lines and Personal Intermediary.

    Eserve is a web-based portal, accessible via desktop, tablet and mobile, that allows brokers to view all the claims they have in progress on AXA policies at their convenience, 24 hours a day, seven days a week.

    Following a successful pilot with Bluefin, eServe has now gone into a second pilot phase with members of the Brokerbility group and will be made available to the wider market in Q2 this year.

    Eserve, developed with rapid application delivery platform OutSystems, allows brokers to view key claims information in real time including liability decisions, payment and settlement details and view the contact information of the relevant parties involved in the claim such as adjusters, solicitors and surveyors.

    Brokers will be able to view their private home and motor, commercial property and motor and liability claims via the portal and although currently available only to brokers, the functionality to allow customers to track their own claim will be added in due course.

    Chris Voller, Director of Claims at AXA Insurance, said: “Our ability to deliver a fast, efficient and pain-free claims process is vital if we are to fulfil our ambitions to be the insurer of choice for brokers.

    “Our award-winning claims service is greatly valued by brokers and we want to stay ahead of the game which is why we have invested so much in creating this portal.

    “We understand that customers are more demanding than ever and brokers are under a huge amount of pressure to deliver for their clients. Eserve allows them to cut out the unnecessary processes and delays that often cause frustration for their customers and deliver a superior claims service.”

    Zahid Jiwa, VP UK and Ireland, OutSystems added: “By optimising eServe for PCs, tablets and mobiles, AXA can deliver a claims system that is user-friendly, accessible and one that fits into a broker’s trading day, not the other way around.

    “In addition, eServe allows AXA to react more quickly to any broker feedback or potential problems in the claims process.”

    Following the completion of the Brokerbility pilot, eServe will be made available to all brokers. Enhancements to the functionality of eServe will be made throughout 2015 and beyond including the ability to electronically notify new claims; the introduction of a live chat function; an MI function with the ability to export data; and enhancements to the communication function to allow sending of documents, images and videos.

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    About AXA

    The AXA Group is a worldwide leader in insurance and asset management, with 161,000 employees serving 103 million clients in 59 countries. In 2015, IFRS revenues amounted to Euro 99.0 billion and IFRS underlying earnings to Euro 5.6 billion. AXA had Euro 1,363 billion assets under management as of December 31, 2015. In 2015 Interbrand ranked AXA the 1st insurance brand worldwide for the 7th consecutive year.

    In the UK AXA operates through a number of business units including: AXA Wealth, AXA Insurance, AXA PPP healthcare, AXA Ireland and an independent distribution business Bluefin. AXA employs over 10,500 staff in the UK.

    The AXA ordinary share is listed on compartment A of Euronext Paris under the ticker symbol CS (ISN FR 0000120628 – Bloomberg: CS FP – Reuters: AXAF.PA). AXA’s American Depository Share is also quoted on the OTC QX platform under the ticker symbol AXAHY.

    The AXA Group is included in the main international SRI indexes, such as Dow Jones Sustainability Index (DJSI) and FTSE4GOOD.

    It is a founding member of the UN Environment Programme’s Finance Initiative (UNEP FI) Principles for Sustainable Insurance and a signatory of the UN Principles for Responsible Investment.