Amid the coronavirus outbreak, digitalisation has arguably never been more important. With that idea in mind, AXA Partners is offering a new way of managing home emergency claims that it believes will enhance the online customer journey.
The company has developed ‘Home Manager’, which allows customers to digitally track claims and provides full transparency through the claims journey.
The idea is that once a claim is registered, the customer will receive an SMS directing them to Home Manager where they can upload photos, set appointment times and track the contractor’s arrival. A summary of the repair is also outlined.
According to sales, marketing and distribution director at AXA Partners, Kelly Ward, the move will give customers increased peace of mind.
“We recognised that insurers needed to improve the digital experience for their customers, who want to have a transparent and painless relationship with them,” Ward said. “They want to be updated every step of the way with detailed information, similarly to how we track the delivery of parcels and goods. So, we developed a solution that is already providing increased peace of mind during what can be a stressful situation, with thousands of customers now using the service.”
According to the firm, the introduction of Home Manager is part of a major digital transformation for the firm.
“Prior to launching Home Manager, we also upgraded our network portal, which was the first stage of our transformation,” added Ward. “Partnering with Joblogic, we ensured that the new communications solution provided greater functionality, and in turn greater efficiency for our contractors, whilst delivering a seamless customer experience.”
