Changes to how AXA services your queries

10 August 2020

The team at AXA are changing the way in which they service queries for brokers, which, as your network, we wanted to highlight to you. Please see the message from AXA below:

As a business we’re dedicated to ensuring we offer you the best possible service for your deal.

Whilst operating in the ‘new ways’ of working post Covid-19, we’ve been looking extensively at where we can improve and have made the decision to make two changes to our service.

Temporary closure of live chat
You’ll have noticed that our availability to chat over the recent months has been minimal which is due to the bulk of interactions being driven into the business by phone and email.

In order to support the change in operational queries, as of Tuesday 4th August, we’ll no longer service live chat within Connect until further notice.

Changes to our business support hours
We’re also making you aware that as of Monday 10th August, we’ll be servicing calls between the hours of 10am and 5pm.

This allows us to provide a consistent service to you and reduce time spent on hold.

Looking ahead
Over the coming months, we’ll continue to explore how best we can switch on live chat and make enhancements to our phone offering, to make sure we add further benefit and support to how you trade.

If you have any queries relating to these changes, please don’t hesitate to contact your Digital Account Manager.

Alternatively if you have an underwriting query, you can contact the Online Trading Team on:

0800 051 8001
OnlineTradingCentre@axa-insurance.co.uk

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