AXA UK transforms claims operations

29 April 2019

Posted in People

  • New operating model will allow operational areas to focus on claims handling efficiency
  • Centres of Excellence will provide specialist support
  • Collaborative working and targeted training will increase technical capability

AXA UK will be launching a new operating model for Claims in June to focus on customer service.

After an in-depth review, the insurer has decided to remove non-core activity from operational areas, allowing them to concentrate on claims handling efficiency. The aim is to improve claims experience and customer satisfaction.

The new model builds on the changes announced in March, when two operational business areas were created (Motor & Travel Claims; and Property & Casualty Claims) alongside four Centres of Excellence (Claims Technical Services; Claims Operations; Claims Risk, Fraud & Complaints; and Claims Transformation).

Based on collaborative working and targeted training, the new operating model will give AXA employees greater opportunities for development and progression, enhancing their career pathway.

The four Centres of Excellence will provide specialist and technical support to customer-facing functions. Their shared learning and expertise will benefit the wider Claims operation, and ultimately policyholders.

The reorganisation means 125 roles are being placed at risk of redundancy across six Claims sites, although the net reduction is expected to be smaller, at about 40 jobs. Employees affected by the announcement will receive all the appropriate help and support they need throughout this period of change.

The new operating model will commence on 1 June.

“Our new structure will enable greater accountability and clearer focus in customer-facing operational areas, supported by strong Centres of Excellence providing technical expertise in a more collaborative and consistent manner. We believe this will have a positive impact on claims experience and improve customer satisfaction.”

— Waseem Malik, Executive Managing Director, Claims