Making claims clear

Although this commitment to greater transparency can be applied to every part of our business, the most obvious and beneficial place to start is in claims. It’s often at the point of claim that the lack of understanding of what is and isn’t covered becomes apparent. We understand when a claim is turned down it can be devastating for a customer.

That’s why we’ve developed a library of documents to help your customers better manage their risks. We want to create a greater awareness over what is and isn’t covered by a policy and give them a much clearer understanding of what they are buying.

Equally, we hope that the content of these documents will allow you to engage with your customers more. This could include broader discussions around risk management and what policies and services may be appropriate to the risks that their circumstances pose.


Making fraud prevention clear

Our commitment to transparency extends beyond claims and whilst the majority of customers buy insurance to be protected, sometimes people make mistakes which might cause the terms of their policy to be breached. That’s why it’s often a good idea to get advice about your insurance; however, sometimes we find that we also have to deal with people who are intentionally dishonest.

AXA does all it can to protect its customers and partners from fraud, because whilst no one really knows how much insurance fraud costs, it’s certainly over £1 billion a year.

We’ve produced the first in our series of guides to explain in plain English exactly what fraud is, the measures AXA takes to protect itself and customers and the actions taken when fraudulent activity is identified.


Claims signposting

We've compiled the following documents to provide a much clearer explanation of what customers can expect to happen during a claim and the important role they play.

Common reasons for repudiation

The documents below outline common reasons for claims not being paid and practical guidance to get customers back on their feet as soon as possible.

Explanation of terms and conditions

We have compiled the documents below to explain our terms and conditions in plain English. We want customers to know what they are buying and to make dealing with AXA as easy as possible.

General policy advice

The following documents highlight standard exclusions customers should be aware of when taking out a policy and what to do to ensure that policy conditions aren't breached.

 

Making fraud prevention clear

The following document outlines in plain English exactly what fraud is and how AXA deals with it.

 

 

Feefo Claims Reviews

We've teamed up with Feefo, an independent global rating and reviews provider used by the world’s most trusted brands.

We’re leading the way with our award winning Claims service, and to keep in front of our competitors and to be truly transparent, we are now providing the ability for your customers to publicly post online their rating and comments about the service and experience they received from us when making a claim.

It provides us with an opportunity to address negative and positive trends and prevent the development of longer term issues for existing and future customers.

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How we are rated

Your reviews, independently moderated and managed by feefo

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Get in touch today

We have a wealth of experience across the country and our teams are on hand to answer any questions you may have, so let us know how we can help.