125 AXA UK claims jobs at risk following operational changes

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AXA UK has put 125 jobs across six sites at risk of redundancy after further changes to its claims operations.

The insurer said it’s launching a new operating model for claims in June to focus on customer service.

Non-core activity will be removed from operational areas, allowing them to concentrate on claims handling efficiency, AXA said in a statement. “The aim is to improve claims experience and customer satisfaction.”

The new model builds on the changes that AXA announced in March, when two operational business areas covering motor and travel and property casualty claims were created, alongside four centres of excellence focusing on technical services, operations, risk, fraud and complaints, and 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 insurer said.

“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 125 roles put at risk of redundancy by the reorganisation are based across six claims sites, although AXA expects the net reduction to be smaller, at about 40 jobs.

Affected AXA employees will receive all the appropriate help and support they need throughout this period of change, the insurer added.

Waseem Malik, executive managing director of claims at AXA, said: “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.”

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Mark Dugdale is the editor of Claims Media. Mark welcomes articles, letters or feedback from readers and can be reached via mark.dugdale@barkerbrooks.co.uk