AXA and Biba to deliver greater transparency to claims process

8th May 2014

 AXA, with the support of the British Insurance Brokers’ Association, has launched a new claims transparency initiative designed to make the claims process much clearer for customers.
The first phase of the project, which is in pilot with AXA’s National Advisory Group of brokers and Biba’s Claims Working Group, focuses on the common reasons claims are repudiated. These have been identified as keys being left in vehicles unattended, a lack of maintenance of roofs prior to storm claims and not maintaining alarms in business premises or failing to inform insurers of changes to alarm monitoring.

AXA has produced a set of documents, to supplement the policy wording, which cut through the jargon and legalistic style to highlight in plain English, simple measures that customers can take to help them avoid breaching the policy terms and having a claim turned down.

Amanda Blanc, Chief Executive of AXA Commercial Lines and Personal Intermediary, said: “Repudiations of claims across the industry, while a statistically small percentage of all claims dealt with, have a disproportionate impact on relationships with customers and the reputation of the industry.

“What we are doing isn’t rocket science – it’s a pretty simple thing to explain the policy terms without using jargon but as an industry, we just don’t do it. This first step in a long term project has received enthusiastic support from Biba and our own broker partners, both of whom have been instrumental in forming the content of the documents.”

Phase two of the project, which will explain business interruption indemnity periods, the application of excesses and theft following forcible and violent entry, will be launched at this year’s Biba Conference.
“This is an ongoing project and we will continue to respond to the advice of brokers on areas of insurance that the customer is unclear about or simply does not understand,” added Blanc.

“Insurers have a responsibility to customers to make sure that they understand what it is they are buying and this initiative is the first step in a long term, permanent move to greater transparency in the claims process.”

Steve White, Chief Executive of Biba, which has been working with AXA on the project since inception, said: “We are delighted to be involved in this important project, along with the input from our Claims Working Group. We believe that these helpful guides will go a long way to providing clarity and increasing customer understanding.”
Brokers attending the Biba Conference will be able to see the documents at the AXA stand and discuss how they can work with AXA to introduce the guides to their customers. Once the pilot period has been completed, the guides will be made available to the wider broker market.