AXA Partners reached yet another milestone in its long-term strategy to continually innovate customer-facing digital assets, through the upgrade of their Home Manager tool. Customers will now benefit from a fully automated, digital claims experience. This includes claim registration through to validation and deployment to their home emergency network.
Home Manager Case Opening (HMCO) was first launched last year in response to changes in customer behaviour and the demand to register claims digitally. It has now been upgraded to fully integrate with eCare, AXA Partners’ claims management system. The upgrade provides customers with an end-to-end digital journey, without the need for any human intervention.
Once a customer has registered their claim, they receive a confirmation SMS straight to their phone and then receive regular updates about their claim, with functionality to upload incident photos and track progress of their claim and appointment slot, meaning they can manage their entire home emergency claim digitally.
Beth Buckland, Operations Director at AXA Partners, commented: “Home Manager Case Opening is a big step forward in the digital transformation and innovation of AXA Partners. We recognised and responded to our customers’ need for end-to-end digitalisation, providing a tool which enhances the overall claims journey and experience.
“The tool has been upgraded to give customers peace of mind that their needs are being met during what can often be stressful situations, offering the customer the choice to register their claim online or by speaking to an agent.
“Over recent years, we have witnessed a change in how customers want to track and register their claims. HMCO enables us to deliver a smooth and enhanced customer experience. We want our customers to feel reassured that making their lives easier is our priority.”
Be the first to comment