AXA UK to use live video app for commercial property claims

Re/insurer AXA UK has expanded its use of live video to settle commercial property insurance claims in order to modernise the claims process and help eliminate transactional delays.

The ClaimXperience is provided by data analytics firm Verisk and is already being used by AXA for its household claims. The two companies have signed a five-year renewal for the Xactware claims handling software, which also includes a claims estimation tool Xactimate.

The app enables the claims handler to record a video or take stills of the damage. They can evaluate the damage immediately and offer a cash settlement. If the policyholder agrees to the amount, the claim can be settled within a few hours.

“These combined technologies will help AXA eliminate transactional delays in the claims process to deliver a seamless experience for employees, contractors and policyholders alike,” said Joe Pendle, managing director, Verisk Claims EU.

Lee Nicholls, supply chain manager, AXA Insurance, added: “With our building supply chain using the same tools as us, it will help remove frictional waste in our processes and improve collaboration through transparency.”

Waseem Malik, claims executive managing director, AXA Insurance, commented: “As we continue on our journey to modernise our claims function, we are deploying digital technology as a key part of our strategy to achieve that. We are developing machine-learning tools, which will build our level of insight and empower informed decision making. These digital tools will allow our claims colleagues to tangibly help our policyholders; they will make the claims process easier for our customers. Ultimately, our ambition is to be a data-driven organisation that is closer to the customer.”