AXA has launched STeP, a digital claims solution that delivers straight-through processing for motor insurance customers.

The insurer hopes that the new solutions will transform its online offering and provide more choices for its motor insurance customers.

STeP has been developed in-house by AXA, which enables customers to choose multi-channel journeys when they are making a motor claim.

The solution allows AXA’s Direct Motor and Swiftcover customers to notify and track a claim online.

AXA said for certain types of claims, the journey is automatically integrated with its suppliers who help customers with the repair or replacement of their vehicle depending on the type of damage.

To simplify the claims journey, AXA’s Guidewire Claims System is integrated with machine learning models and augmented decision tools built by its analytics team.

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The French insurer claimed that the time between customer notification and partners arranging repair or salvage is now down to minutes.

It noted that customers will still be able to call customer care and talk to a representative if they wish.

AXA is also exploring ways to use its new solution across other lines of business.

AXA UK executive managing director of claims Waseem Malik said: “Customers increasingly want faster and more tailored engagement and STeP allows AXA to deliver against these changing customer expectations.

“We are offering our motor insurance customers greater choice in how they interact with us, with a fast, seamless journey at one of the key moments of truth in insurance – the claim. This is a significant step in our digital transformation journey and one we are incredibly proud of.”