AXA has launched its STeP digital claims solution for motor insurance, which the insurer says will transform its online offering and provide additional choices for its customers.
Described as a “self-serve, end-to-end digital claims experience,” STeP will allow AXA’s Direct Motor and Swiftcover customers to notify and track a claim online. Certain types of claims are automatically integrated with AXA’s suppliers, which will help customers with the repair or replacement of their vehicle, depending on the type of damage.
Developed in-house, SteP integrates AXA’s Guidewire Claims System with machine learning models and augmented decision tools built by the insurer’s analytics team, working with key suppliers for various integrations and tools.
This, according to AXA, ensures its customers receive rapid action for repair or fast and accurate settlement when their vehicle is written off. AXA claims that SteP reduces the time needed from customer notification to partners arranging repair or salvage to minutes, with positive customer feedback regarding the simplicity and speed of the journey.
If the customer wishes, they can still speak to an AXA representative on the phone, but SteP gives customers more choice on how they interact with their insurer.
“Customers increasingly want faster and more tailored engagement and STeP allows AXA to deliver against these changing customer expectations,” said Waseem Malik, executive managing director – claims, AXA Insurance UK.
“We are offering our motor insurance customers greater choice in how they interact with us, with a fast, seamless journey at one of the key moments of truth in insurance – the claim. This is a significant step in our digital transformation journey and one we are incredibly proud of. Customer choice is at the heart of what AXA does, and I’m excited at the possibilities this technology also offers for customers across the wider business.”