AXA UK transforms claims operations

New operating model will allow operational areas to focus on claims handling efficiency
Centres of Excellence will provide specialist support
Collaborative working and targeted training will increase technical capability

AXA UK will be launching a new operating model for Claims in June to focus on customer service.

After an in-depth review, the insurer has decided to remove non-core activity from operational areas, allowing them to concentrate on claims handling efficiency. The aim is to improve claims experience and customer satisfaction.

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).

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.

The four Centres of Excellence will provide specialist and technical support to customer-facing functions. Their shared learning and expertise will benefit the wider Claims operation, and ultimately policyholders.

The reorganisation means 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.

The new operating model will commence on 1 June.

“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. We believe this will have a positive impact on claims experience and improve customer satisfaction.”

— Waseem Malik, Executive Managing Director, Claims

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About AXA UK

AXA Insurance UK plc registered in England and Wales under registered number 078950 and authorised by the Prudential Regulation Authority and regulated by the Prudential Regulation Authority and the Financial Conduct Authority under Financial Conduct Authority registration number 202312. Registered office is 20 Gracechurch Street, London, EC3V 0BG.

AXA UK is part of the AXA Group, a worldwide leader in insurance and asset management, with 147,000 employees serving 94 million clients in 50 countries. In 2023, IFRS revenues amounted to Euro 102.7 billion and underlying earnings to Euro 7.6 billion. AXA had Euro 844 billion in assets under management as of December 31, 2023.

In the UK & Ireland, AXA operates through a number of business units including: AXA Insurance, AXA Health and AXA Ireland. AXA UK & Ireland employs around 10,000 staff.

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