AXA Insurance has been voted the Insurer of Choice for its vehicle claims management at the Auto Body Professionals (ABP) Club annual ‘Night of Knights’ awards ceremony.
AXA’s vehicle claims management department has implemented a range of processes for interacting with its approved repairer network for motor damage claims to make the whole repair process much more efficient for repairers, customers and AXA.
Working in partnership with repairers, the AXA process allows them to select the most appropriate, safe and cost effective repair method to produce a quality repair and then to complete the required work without the need for inspection by a motor engineer. Repairers can then return the vehicle to the customer much faster, resulting in higher levels of customer satisfaction, a positive experience of the AXA brand, lower average repair costs and the removal of process duplication to drive out unnecessary operating expenses for both AXA and the repairer.
Repairers are rewarded against a balanced KPI scorecard covering a range of customer service and repair cost metrics which AXA proactively helps them to achieve through regular contact with and support from AXA’s regional network managers.
AXA has also been one of the insurance industry’s leading supporters of the BSI Vehicle Repair Standards Kitemark accreditation scheme and has been working with its repair network to support them in attaining this quality assurance standard.
Ian Newell, Head of Vehicle Claims Management at AXA, said: “We are absolutely delighted to have won this award. We have worked in close partnership with our repair network to develop an operating model that is efficient and effective for the repairers, AXA and our customers. It is great to get our model endorsed by industry experts such as the ABP members.”
The Auto Body Professionals Club (ABP Club) was formed in September 2004 with the primary objective to promote the repair industry sector. They currently have around 1,250 members representing all sectors of the motor vehicle repair industry, including vehicle repairers, vehicle manufacturers, motor industry suppliers and insurance companies.
