AXA UK is rolling out a new claims operating model a month from now.
Starting June 01, non-core activity will be removed from operational areas as part of the insurer’s bid to improve customer satisfaction by concentrating on claims handling efficiency. The move comes following what AXA UK described as an in-depth review.
“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),” noted the insurer.
“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.”
It added that the four centres of excellence will provide specialist and technical support to customer-facing functions, with the shared learning and expertise designed to benefit the wider claims operation and, in turn, policyholders.
“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,” stated Waseem Malik, executive managing director of claims.
“We believe this will have a positive impact on claims experience and improve customer satisfaction.”
However, the reorganisation will mean people will be let go.
AXA UK stated: “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.”