Personal Lines Claims

Our claims-handling strategy & management

Our Claims section provides an update on operational performance and gives you confidence in our ability to manage Claims as usual.

Claims Service

Our Claims section provides an update on operational performance and gives you confidence in our ability to manage Claims as usual.

Claims Service

We’ve taken some key steps to maintain our service and minimise disruption:

Set up majority of our employees to work from home, with full claims system and telephone access and increased flexible working.
Our opening hours in our Household claims unit have now changed to 8am – 6pm Monday to Friday and Saturday 9am - 1pm.
Our opening hours in our Motor claims unit is 9am - 5pm Monday to Friday
Set up a motor claims form to make it quicker and easier to notify us of any motor claims. You can access it by clicking here.

Supplier Management

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: 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.
Courtesy cars: 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.
Supply: 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 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.