Updates on service, our claims management approach and our network of suppliers.
For further information regarding the FCA test case and our related customer communications please visit https://www.axa.co.uk/coronavirus/fca/
We’ve taken some key steps to maintain our service and minimise disruption:
We continue to work with our people to increase the numbers working from home, but their safety and wellbeing remains paramount.
We now have majority of our people working from home, which is, understandably, impacting service. The reality of working from home, coupled with the current extreme situation, issues with childcare, and flexing working hours for some of our people is taking its toll, but please rest assured that we are doing our utmost to continue to deliver for our Customers/Partners.
We are now arranging, where possible, to close most of our offices with only key essential tasks, requiring particular equipment, being maintained. Technology in terms of systems and telephony access are both holding up very well and our teams are available to you.We have seen a reduction in the number of new claims generally, and particularly telephone calls across all areas of Commercial claims. In Commercial Motor and Casualty this has allowed us to focus on older stock and post, whilst continuing to service our customer when they do need to contact us.
There have been reductions in certain classes of business, mainly in the Motor and Casualty areas, with an expected increase in the number of Business Interruption enquiries. We are flexing our resource to the required areas to support service.
On the Personal Lines side, our travel claims team have also seen an increase in the volume of claims and enquiries, so our home and motor claims teams are supporting. With the reduction in notifications comes the opportunity to address specific tasks, so we are focusing on our stock to ensure that we are in a better position once we are through this situation.
We are adapting our approach to ensure we can deal with these as quickly and efficiently as possible. Within Commercial Property we continue to explore opportunities to settle claims as efficiently and effectively as possible despite the current challenges brought by Covid-19. These opportunities range from our award-winning One & Done process, use of in-house desktop technology, utilising cash settlement where appropriate, right through to utilising our own in-house Surveyors.
One & Done
Our One & Done process helps streamline Commercial Property Claims. By providing us with the necessary information/documentation at point of notification, we will be able to settle your claim much quicker.
For more information about One & Done please click here
Casualty Claims that require investigation will continue to be passed to our Claims Inspectors. As visits aren’t an option, use of technology, skype, facetime, fileshare and Universign are being utilised to ensure that we collate the necessary evidence to make the right assessment of legal liability, potential fraud and value.
Remote video access to properties is being used to keep claims progressing. We have also ensured our Business Resilience Surveyors are able to use this same technology to help advise on survey activity.
Whilst the Courts are taking a slightly more relaxed and pragmatic view of some deadlines due to COVID-19, most pre-litigation deadlines remain in place – particularly those which apply to EL & PL claims submitted via the MoJ Portal, so it is important that we continue to investigate those claims as soon as we possibly can.
It is preferable if you can email across images of video evidence to us rather than using USB/DVD, as we are currently restricted with the post situation and the fact that majority of our offices have only skeleton staff in them.
We’re continuing to work working closely with all our suppliers, including Loss Adjusters and our motor repair network, to understand any impact on service.
Non Motor Suppliers
All are fully equipped to work from home, and many have this as part of their existing operations. Where visits are a challenge, extended use of technology, remote monitoring and video appointments are all being used, with customer self-serve options particularly for bookings and fulfilment. Travel has been minimised, but where it is essential, to repair cars or houses, extra measures are in place to avoid cross-contamination.
Where a site or customer visit is essential we’ve worked closely with our suppliers to amend their question sets so that the wellbeing of their employees and customers is prioritised. While this may cause some delays and a degree of dissatisfaction, with clear guidance and any COVID-19 cases falling out of DA, we can work together to minimise any impact and get their lives or businesses up and running quickly.
Motor Repair Networks & Windscreen repairers
Currently our repair networks have strong coverage nationally, but with volumes declining, (currently around 20%) a small proportion of repairers are temporarily closing their businesses.
Some repair workshops are continuing to close, which presents us with challenges, but we are keeping in touch with customers regarding repairs.
With reduced volumes, courtesy car availability is not an issue. Specialist cleaning is being used for vehicles which have been in contact with someone who has Coronavirus. All repairers are operating full collection and delivery services with no customers on site where possible.
Parts & Paint supply is not of immediate concern, due to the multiple lines of supply available to vehicle repairers. Some manufacturer dealerships are closing, but this is not presenting any tangible issues at present.
AXA motor repair networks & Windscreen repairers
These are prioritising all NHS & essential service vehicles to ensure they are kept mobile.
Hire – ERAC
As an essential service these remain open as usual, with high vehicle capacity. Customers are instructed to not return vehicles to the branch, instead a full collection service is in operation.
Autoglass, Auto Windscreens and National Windscreens
Our windscreen repairers remain in operation as usual. National Windscreens particularly support large HGV fleets and brokers, so view their service as essential and have capacity for extra work.
“It’s been interesting and challenging for us all trying to adapt to our new working “norm”. We’ve all had to make some level of changes. Personally, for me it’s been working flexibly throughout the day and weekends, balancing childcare requirements, including education which isn’t as easy as you’d think! I mean what’s a subordinating conjunction…
It can be difficult at times managing customers in the 24/7 working from home environment, especially in Commercial Property where we are experiencing high claims volumes due to coronavirus.
This has also brought emotional challenges for our people who are handling claims for customers who are potentially facing losing their business. It’s provided some incredible evidence of our people’s resilience and determination in wanting to make this a success and continue to service our customers despite the working from home challenges. AXA has offered great support for our people with increased emergency days but so far, we’ve seen few people need to take up this option.
Claims Inspectors who are used to home working are now not able to go out to investigate claims on our customers sites and have had to adapt their investigation methods to find new ways of resolving claims investigations at the desk, which can be challenging.
Likewise, in the operational environment we regularly hold workshops for training and best practice reviews which are essential to keep engagement levels high amongst our people. Whilst we’re using videocall technology, it doesn’t quite replicate that true feeling of a face-to-face session, which is key in a large operation.
That being said, the current situation will allow us to truly understand our agile working opportunities post coronavirus.
We’ve previously had pockets of Claims working from home, but now we can see the art of the possible in the longer term – which will make us a more agile and adaptable workforce going forward.”
Please continue to provide our Claims Relationship Managers with feedback – their contact details are on this hub.
Correspond via email and eServe, rather than phone, to help us manage workflows. Our current eServe SLA is five days.
Register motor claims via our CONNECT site.
Call us for urgent issues, using the usual contact numbers / DDIs / escalation points.
For any COVID-19 cover enquiry, initially contact your usual UW/Branch contact.
We’ve taken some key steps to maintain service, outlined in our Service update, and are keeping the situation under constant review.
If you email your claim with the required information, we don’t need a signed claims form.
For Commercial motor claims, you can complete our claim form available on this hub.
As outlined above, we’re exploring potential technology solutions and a more detailed desktop investigation process.
Please see our supplier updates above.
Yes, as normal.
Any COVID-19 associated claims will be referred to us under the master policy, using the usual process through which non-material BI claims are automatically referred.
We’re working closely with our underwriting colleagues to communicate quickly on any policy issues, ensuring we’ve the right outcome for all parties.
We’ve communicated with all our Suppliers and Broker DA’s regarding exclusions that will apply from this situation and in line with AXA Group directive. We’ve also shared our Best Practice documents to support awareness.