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Innovative claims payment services from solution partner AXA

AXA Sigorta continues to take innovative steps with the per- Firuzan İşcan, Chief Sales
spective of becoming a “solution partner” for every aspect and Marketing Officer and
of their customers’ lives. Focusing on new applications and Member of the Executive
practices to accelerate their loss adjustment and payment Committee at AXA Sig-
processes for all their products ranging from motor own orta, states that “speed”
damage to house insurance and ensuring that their custom- is getting more and more
ers receive the best services along this process; the company important while develop-
benefits from technologies such as artificial intelligence and ing products and services:
data analytics, as well as their extensive service network and “Life flows very swiftly,
long years of experience. and our customers expect
the services they receive
Swift and advantageous services in motor own damage to keep up with the pace
and house insurance claims of their lives. As AXA, we
are a solution partner that
Working towards offering the fastest solutions to their cus- our customers can trust
tomers and simplifying their lives within the scope of mo- anytime, we always stand
tor own damage policies, AXA Sigorta offers a service that by our customers and re-
picks up cars from their spots, ensures that they are rapidly spond to their require-
fixed in AXA Guaranteed repair shops that provide 2 years ments rapidly, with the aim of ‘ensuring that people lead bet-
of repair guarantee and protect the no-claim discount of the ter lives’.
policy, and gets them cleaned up before delivering it back
to the policyholder. The company also provides replacement We believe that it is important to reflect this perspective on
cars during the repair time, and covers for small-sized dam- our innovative products and services. Our recent projects that
ages with their mini-repair services. Thanks to business rules aim to accelerate our claims processes are some of the most
defined in the system, AXA Sigorta can swiftly approve 48.6 important examples of this approach. These steps also make
percent of the motor own damage claims received at con- significant contribution to customer satisfaction, which is of
tracted services. The company has automated its entire pro- critical value for competitive advantage today. For instance,
cess for windshield claims, and handles 83 percent of claims we have seen that our Camera Assisted Loss Adjustment ap-
files opened by contracted windshield services rapidly using plication for our motor own damage products has increased
artificial intelligence technologies. This way, the compa- customer satisfaction up to 90 percent.
ny can finalize the file control and payment transactions of
policyholders who have issued windshield claims in seconds. Thanks to swift payment processes of our house insurance
Within the scope of “Mobile Windshield Changing Service”, products, we have increased our customer satisfaction from
which has recently been piloted in 4 cities, AXA Sigorta en- 80 percent in 2018 up to 90 percent this year. With our Mo-
sures that a technician arrives at the spot of the incident and bile Windshield Changing Service, which has won the appre-
changes the damaged windshield in half an hour. Thanks to ciation of our customers in a very short timeframe, we go
e-towing service in the AXAFit mobile app, policyholders can to the locations of our customers and solve their problems
easily call a tow-truck to their location, and monitor its arriv- without interrupting the flow of their daily lives. We will con-
al in real-time. Policyholders of house insurance can get their tinue imprinting our company in the minds of our customers
claims payments in two days after the completion of expertise and strengthening our brand by being a solution partner and
process for their claims up to 10 thousand TL. improving our services to make a difference.”