A new online customer journey has been launched by AXA Partners to manage home emergency claims.
‘Home Manager’ has been developed in response to customer feedback, at a time when digitalisation has never been more important. As a result of significant investment in the build of new customer-facing digital assets, it allows customers to digitally track their claim, giving them increased peace of mind and full transparency throughout the claim journey.
Research by AXAPartners1 shows that, whilst customers prefer to log their claim over the phone, speed of response, ongoing updates and the ability to track their claim digitally is essential.
Once a claim is registered, customers receive a SMS that directs them to Home Manager, where photos of the emergency can be uploaded, appointment times can be accepted or rearranged, and the contractor’s arrival tracked. A summary of the repair is sent once complete, or a new appointment is provided, in instances when parts may be needed.
Kelly Ward, Sales, Marketing & Distribution Director at AXA Partners, commented: “These are exciting, transformational times for AXA Partners. Making lives easier through innovation is integral to business success, and providing services that are digitally accessible has never been more important, especially during this pandemic.
“We recognised that insurers needed to improve the digital experience for their customers, who want to have a transparent and painless relationship with them. 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.
“Prior to launching Home Manager, we also upgraded our network portal, which was the first stage of our transformation. Partnering with Job logic, we ensured that the new communications solution provided greater functionality, and in turn greater efficiency for our contractors, whilst delivering a seamless customer experience.”
Home Manager and the new contractor portal are part of a major digital transformation at AXA Partners, enabling the company to continue to provide customer centric products and services that address needs, make lives easier and provide digital engagement.