Embed Size (px)
Citation preview
Vantage
Your guide to mid-market
Hotels, Hospitalityand Leisure
AXA Vantage Hotels, Hospitality and Leisure
Contents
AXA Vantage – our mid-market proposition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Hotels, Hospitality and Leisure market insight . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Why choose AXA for mid-market Hotels, Hospitality and Leisure? . . . . . . . . . . . 6
What trades are we keen to write? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Our enhanced mid-market Hotels, Hospitality and Leisure proposition . . . . . . 8
How can our Risk Management proposition enhance the service you offer? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Claims Excellence and Transparency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Value Added Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Your key Hotels, Hospitality and Leisure contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
2
AXA Vantage / Your Guide to mid-market Hotels, Hospitality and Leisure
What is AXA Vantage?
AXA Vantage Our refreshed mid-market proposition
Branch Network
¡ Specialist mid-market knowledge across a variety of trade sectors.
¡ Unprecedented levels of empowerment to make decisions.
¡ Desire to support mutually beneficial tripartite relationships.
¡ A commitment to having a meaningful dialogue with you within 48 hours of receiving your mid-market enquiry.
New for Hotels, Hospitality and
Leisure ¡ 11 new covers added to our proposition. We’ve also enhanced 12 covers.
We understand that when you place your client’s mid-market business, you need more from your insurer than just a good product at a competitive price.
AXA Vantage is our exciting sector specific proposition for mid-market commercial business between £10k and £100k. Here we outline the key components of our proposition which we believe demonstrate our significant appetite and expertise in mid-market.
Risk Management
¡ 50 in-house business resilience experts.
¡ 12 chartered liability specialist surveyors.
¡ 15 in-house specialists delivering motor fleet surveys.
Claims Excellence
¡ AXA is ranked 1st amongst its peer group of large composite insurers for mid-market claims service quality by Gracechurch Consulting.
¡ Dedicated Claims Relationship Managers.
¡ Trusted external partnerships.
¡ Transparent approach to claims.
Value Added Services
¡ Comprehensive case level support to win and retain business.
¡ Range of technical training events for supporting brokers.
¡ Access to market-leading digital tools and apps.
¡ Support from Ignition (AXA’s in-house marketing agency).
Trading Tools
Our branches are empowered to apply a number of trading tools including:
¡ Exclusives ¡ Net Rating ¡ Low Claims Rebates ¡ Tripartite Service Agreements
¡ Long Term Agreements ¡ Risk Management Fund ¡ Flexible Instalment Plans ¡ Rate Stability Agreements.
3
AXA Vantage / Your Guide to mid-market Hotels, Hospitality and Leisure
The Hotels, Hospitality and Leisure sector is expected to feel the impact of Brexit harder than many other industry sectors in the UK. The British Hospitality Association (BHA) estimates that 700,000 of the 4.5 million people that make up the industry are workers from the European Union. A recent report by KPMG says that 75% of waiting staff in the UK, 37% of house-keeping staff and a quarter of all chefs are from the EU. The BHA also comments that 63% of inbound holidaymakers to Britain are from countries of the EU, and many rural and coastal assets rely on EU funding.
While the full impact of the UK vote to leave the EU will not be known for some time, economic growth is expected to slow. A weak Pound should provide a boost to inbound leisure travel, but security concerns, tight corporate travel budgets, above average supply growth (especially in London) and consumer and corporate uncertainty will create an unfavorable backdrop. The industry is also tackling ongoing disruption via the Sharing Economy.
The Hotels, Hospitality and Leisure sector is broad and crucial to the economy, both in the domestic market and in generating tourism. The sector is the fourth largest employer in the UK, employing 4.5 million people and representing 10% of GDP.
Hotels, Hospitality and Leisure Market Insight
Sources: British Hospitality Association, KPMG, PwC, ONS
The industry risksWith such a broad range of businesses within the sector, the risks vary widely.
Public LiabilityPublic Liability claims arising from slips, trips and falls are one of the key issues to be aware of. Attention to detail when managing premises and housekeeping (e.g. use of non-slip flooring) is vital in ensuring that members of the general public can move around safely, especially where there is a large footfall or a large gathering of people.
Employers’ Liability As staff recruitment may be seasonal, hotel and restaurant owners and managers need to ensure consistency of training. Any language barriers that exist between the management and staff should be addressed so that full training can be given. A business owner’s liability may be jeopardised if inadequate training is given.
Property Due to the wide range of businesses in this sector, a number of different insurance solutions can be required. Risks vary in terms of the size, construction, location, the contents of the property, the number of rooms, facilities and services offered. Sums insured need to be adequate to avoid the potential for underinsurance, something that’s particularly relevant for businesses operating from older or listed buildings. Where hotels are concerned, insurance requirements will be different for owner operators compared to management groups which may have the terms of insurance arrangements stipulated in a formal contractual agreement of management. The biggest cause of severe damage in the hotels and restaurants sectors is from a fire occurring in the kitchen area. Regular cleaning of ducting and the installation of fire suppression to cooking ranges are essential to prevent this major source of damage and disruption. The supply chain needs careful management and should be traceable in the event of any cases of food poisoning. The usual electrical and gas safety checks need to be carried out. Plumbing needs to be inspected and tested regularly to prevent escape of water. If a hotel has a high level of occupancy, water cascading through bedrooms would seriously impact room availability.
4
AXA Vantage / Your Guide to mid-market Hotels, Hospitality and Leisure
4
AXA Vantage / Your Guide to mid-market Hotels, Hospitality and Leisure
Hotels, Hospitality and Leisure Market Insight
Business interruptionThis is an important consideration for anyone providing services within the sector. Even a relatively small fire can create significant damage and subsequent interruption, as the kitchen is essential to generating revenue in this market. Many companies operating in this sector will take bookings for events, including conferences and weddings, many months in advance. If a fire occurs, those events may not take place and bookings for future events may not be received until the damage is repaired. It is essential that businesses select an adequate indemnity period which allows for not only the rebuild period but a return to the level of trading enjoyed before the loss. There are ways of mitigating these losses, such as the hire of temporary/portable kitchens, identification of alternative locations within the business or even discounted bookings due to a reduction in facilities as a short term measure to keep the business operating. Forward planning through the completion of business continuity plans is critical. This should include a full understanding of the customer base and how revenue is generated, whether that’s from food sales, room lettings, weddings and conferences or a combination of these sources.
Business location and design The growth in city centre hotels in old and converted buildings has posed challenges to health and safety. Building owners need to be aware of the fire risks and have a clear evacuation procedure. Changes to building design may also affect the way in which a fire is tackled. In addition, increased fire service response times mean that it can take longer for a response vehicle to be on site and extinguish a fire. Rural businesses can be particularly vulnerable to this. They may also suffer from a reduction in water pressure leading to a reduced availability of water to extinguish fires.
Managing reputation It’s essential for business owners to maintain their property adequately as well as provide high standards of service to their customers. Incidents involving accidents, poor attention to detail and lack of cleanliness must be managed correctly as consumers are increasingly using review websites to post feedback. A negative comment can seriously damage a business. Similarly, poor food safety inspection scores can negatively impact a business. This is linked to the need for strong management and control systems regarding cleanliness.
Sources: British Hospitality Association, KPMG, PwC, ONS
5
AXA Vantage / Your Guide to mid-market Hotels, Hospitality and Leisure
AXA, ranked the No.1 global insurance brand
by Interbrand from 2009 to 2017
We have proven expertise and experience in mid-market Hotels, Hospitality and Leisure.
Why choose AXA for mid-market Hotels, Hospitality and Leisure?
We have a long and successful track record, dating back to the 1930s, of identifying Hotels, Hospitality and Leisure opportunities and developing our expertise; this has played a large part in our strategy over the decades and remains the focus of our UK strategy today.
We work closely with a number of recognised organisations and third party suppliers to broaden our knowledge and provide you and your clients with access to the best services and industry experts.
Our aim is to provide support to you and your Hotels, Hospitality and Leisure clients by sharing valuable expertise and insight to achieve and maintain a successful partnership.
¡ 11 new covers and 12 enhanced extensions of cover.
¡ Now includes cover for loss of wedding and civil partnership licenses and full theft protection for hotels with permanent occupancy.
¡ Up to £1m for public liability clean up costs and policyholders will have an increased level of protection in respect of the impact of death or disablement to essential employees as part of the policy.
¡ Winner of ‘Brokers Insurer of the Year’ 2017 at the UK Broker Awards.
¡ Hotels, Hospitality and Leisure specific underwriting expertise and knowledge.
¡ A desire to trade, with increased local empowerment to write, trade and provide tailored customer service.
¡ Valuable broker support and tailored Hotels, Hospitality and Leisure training available.
Why should you place mid-market Hotels, Hospitality and Leisure business with AXA?
¡ Award-winning Claims service delivering award-winning initiatives.
¡ Ranked the largest insurer in the world by gross written premium by global ratings agency AM Best.
¡ AXA was one of the first insurers to achieve Chartered Insurer status from the Chartered Insurance Institute (CII) in 2011.
What’s new?
6
AXA Vantage / Your Guide to mid-market Hotels, Hospitality and Leisure
HotelsHotels (purpose built with non-combustible construction)Conference centres (purpose built with non-combustible construction)
Hotel management groups
Hotels and guest houses (non-standard construction)
Holiday villages and parks
Holiday accommodation
Camping sites and caravan parks
Youth hostels
Hotels in UK come in all shapes and sizes and include country houses, B&Bs and franchises, independent chains and modern structures in city centres. They may incorporate additional facilities such as restaurants, swimming pools or spas.
Our core mid-market product, Business Combined, accommodates larger risks with premiums of £10k and above.
What trades are we keen to write?
The Hotels, Hospitality and Leisure sector comprises a large variety of different trades, premises and locations. We, therefore, approach businesses within this sector on a selective basis.
The nature and extent of facilities provided within the Hotels, Hospitality and Leisure sector will influence risk appetite. In general, we are keen to write more businesses which:
¡ Operate from modern non-combustible premises
¡ Are based in urban locations (this applies to hotels)
¡ Have kitchen suppression fitted to their cooking ranges
¡ Demonstrate a proactive approach to risk management and risk control
¡ Have clear emergency evacuation procedures.
Hospitality
Restaurants
Coffee houses
Cafes
Pubs, social clubs and wine bars
Fast food outlets
Nightclubs
The hospitality industry includes trades such as restaurants, bars and pubs.
Leisure
Purpose built cinemas/multiplex
Outdoor soccer, rugby, cricket, horse racing and other stadiums
Art galleries and libraries
Leisure centres
Bowling alleys
Visitor/tourist attraction
Bingo halls
Modern theatres and concert halls
Trampoline parks
Theme parks
There are many different types of leisure risk. We have included some examples of the sorts of trades we regularly see and would encourage you to talk to us about. If you’d like to talk to us about anything outside this list please get in touch with your local branch representative.
We’re interested but need more underwriting information from you
We would decline these trades/processes
We’re very keen to write more of these trades/processes
7
AXA Vantage / Your Guide to mid-market Hotels, Hospitality and Leisure
Our enhanced mid-market Hotels, Hospitality and Leisure proposition
Our priority is to understand your needs and the needs of your clients. We recognise that each Hotels, Hospitality and Leisure client is different and so we tailor our approach accordingly.
That’s why we’ve shaped our mid-market Hotels, Hospitality and Leisure proposition to use our expertise to provide flexible solutions.
This means that you’ll get the right cover at a competitive price all serviced to a high standard.
¡ Ability to customise our offering to incorporate rate stability agreements, profit share and risk management funds.
¡ Significant capacity available to accommodate 100% placements (no need for coinsurance support but we can write on this basis if required).
¡ Clear and stable underwriting philosophy which is aligned between Underwriters and Business Resilience Managers.
¡ Clear and jargon-free policy wording, designed to transfer balance sheet exposure from Hotels, Hospitality and Leisure clients to AXA.
¡ We have the ability to apply flexible limits to many extensions of cover
¡ You can choose between specified perils and all risks and have the ability to select the sections you require
¡ Flexible excesses and deductible limits. ¡ Flexibility to adapt to changing market needs (e.g. legislation and emerging risks).
Underwriting Approach
Policy Wording
8
AXA Vantage / Your Guide to mid-market Hotels, Hospitality and Leisure
Our mid-market Hotels, Hospitality and Leisure proposition– product overview
Cover type LimitCapital Additions £1,000,000 or 10% limit provided as standard
Exhibition Cover £50,000 limit provided as standard and a limit of £25,000 now provided within Europe (limited to F/A/E)
Fire Extinguishment Expenses £25,000 limit provided as standardLocks and Keys £10,000 limit provided as standardLoss Reduction Expenses £25,000 limit provided as standardTheft of Building Fabric £15,000 limit provided as standard
Chef’s Knives cover £2,500 any one claim and £5,000 during any one period of insurance
Involuntary BettermentOutside Catering Cover £5,000 any one claim
Customers and visitors motor vehicles cover £10,000 any one motor vehicle and £50,000 in any one period of insurance
Customers and Visitors Personal Effects Cover £2,500 any one person
Groundsmens Equipment Cover £1,000 any one piece of equipment and £2,500 any one loss
Restaurant Wine Stock Cover£10,000 for all losses arising out of any one claim or for any one bottle or four times the average market price listing whichever is lesser
Full Theft Cover (hotel risks with permanent occupancy)
Cups, Trophies and Memorabilia Cover £1,000 any one item and £5,000 any one claim or in any one period of insurance
Business Interruption
Public Liability
Cover type Limit
Exhibition Cover £50,000 limit provided as standard and a limit of £25,000 now provided within Europe
Essential Employees Cover £250,000 provided as standard
Transit Cover £100,000 provided as standard
Unspecified Customers Cover £250,000 limit provided as standard and £100,000 limit provided for Europe (F/A/E only)
Unspecified suppliers and storage sites Cover £250,000 limit provided as standard and £100,000 limit provided for Europe (F/A/E only)
Loss of Licence to sell alcohol £100,000 based on a 12 month indemnity period
Loss of Wedding and Civil Partnerships Licence Cover £250,000 based on a 6 month indemnity period
Cover type Limit
Environmental Clean Up Costs £1,000,000 limit provided as standard
Property Damage
Our Business Combined product is designed with your mid-market customers in mind.The tables below set out the range of new covers and limits we’ve added to our Business Combined product.For full product details, visit AXA Connect or talk to your local AXA contact.
9
AXA Vantage / Your Guide to mid-market Hotels, Hospitality and Leisure
Contract works for minor alterations
All Risks including theft
Environmental protection cover
Freezer contents cover
Seasonal stock increase of 25%
Trace and access cover
Index linking
Options
Day one average cover
Specified perils basis available
All Risks cover on business money
Death and capital benefits
Weekly total disablement
Medical benefit
All Risks including theft
Denial of access (damage)
Contract sites
Failure of public supplies cover (non-terminal ends)
Murder, suicide or disease cover
Fines and penalties (contractual)
Options
Denial of access (non-damage)
Declaration link sum insured
Terminal ends
Loss of attraction
Specified perils basis available
Guests’ personal effects
Up to £10m limit of indemnity (primary layer)
Additional capacity for Excess Layer available
Legionella automatically included (losses occurring basis)
Liability for food poisoning
Liability for goods deposited for safe keeping (Hotel Proprietors Act)
Options
Increased limits for property deposited for safe keeping
Residual EL (where overseas operations)
Financial Loss Liability cover
Employers’ Liability
Contractual cover (implied terms of contract) included
Up to £25m limit of indemnity
Wide definition of employed persons
Overseas resident employee cover (UK legal actions)
Also available:
Selected All Risks cover on specified items
Contract works cover for major projects
Theft by employee
Commercial Legal Expenses
Cover under Freedom of Services where main risk address is based in the UK
Motor Fleet Insurance - a commercial motor insurance package is available for companies operating a minimum of four vehicles. It is designed to be flexible enough to meet the demands of most fleet operators.
In addition to the great new covers and increased limits we’ve introduced, your hotels, hospitality and leisure clients can benefit from the extensive cover we already offer as standard.
Property Damage Business Interruption
Money & Personal Accident Assault
Public & Products Liability
Our mid-market Hotels, Hospitality and Leisure proposition– product overview
10
AXA Vantage / Your Guide to mid-market Hotels, Hospitality and Leisure
We have teamed up with law firm rradar to offer free expert legal, regulatory and risk management advice for MLP clients.
rradarlegalrradar’s experienced legal experts offer support and representation in all specialist areas, giving clients the best advice when they need it the most.
rradargraceFor legal questions ‘on the go’ or in the office, rradar’s voice activated legal support app ‘rradargrace’ can answer an ever-expanding range of legal FAQs at the click of a button.
rradarstationrradarstation: rradar’s team of sector specialists and legal resource website, provides clients with bespoke legal advice via telephone or email and access to online guidance pages, downloadable templates, ‘how to’ guides, helpful videos and podcasts, covering all major topic areas including but not limited to:
rradarreportThe rradarreport app enables businesses and their employees to record incidents and accidents in real time, wherever they are working. Real time data collection can make a huge difference to risk recording, management and evidential procedures under claims, potentially minimising claim damage.
¡ UK wide coverage ¡ Full legal privilege ¡ Qualified solicitors and specialist practitioners
¡ All investigation, prosecutions and defence coverage
¡ 24/7 crisis service
¡ Human resources and employment ¡ Health, safety and environment
¡ Risk management ¡ Company, business and commercial
Our mid-market Hotels, Hospitality and Leisure proposition – Management Liability
Our comprehensive Management Liability Policy (MLP) provides any one claim sections for D&O, EPL and CLL and includes cover for:
¡ All regulatory investigations and prosecutions ¡ Fees for intervention (FFI) charges ¡ Employment claims (unfair dismissal, harassment, discrimination etc.) ¡ Defence and pursuit of contract disputes ¡ Pollution defence costs and clean up costs ¡ Employee dishonesty claims ¡ Pension claims
As a true Management Liability specialist, our cover offers your clients comprehensive coverage significantly beyond the market standard and exclusive access to expertise to prevent and/or mitigate claims.
For further information on our Management Liability product, visit axaconnect.co.uk/mlp or contact your AXA representative.
11
AXA Vantage / Your Guide to mid-market Hotels, Hospitality and Leisure
How can our Risk Management proposition enhance the service you offer?
Our Risk Management team is highly experienced in all aspects of Hotels, Hospitality and Leisure Risk Management.
Health and Safety
Many clients will employ chefs, kitchen assistants and waiting staff. Preventing injuries from knives, musculoskeletal disorders from manual handling and dermatitis from contact with cleaning products, are all areas where AXA’s Risk Management team can provide valuable, practical advice.
Business Continuity PlanningInterruption to business impacts this sector greater than most given the ‘just-in-time’ delivery of service to the public. The sources of business impact vary greatly from the common fire/flood to the less common causes such as food poisoning/loss of customer booking systems. AXA Risk Control have engineers holding Business Continuity Institute (BCI) qualifications that are aligned to the global standard ISO 22301 (business continuity management) that ensures the most appropriate level of advice is given, no matter the size or complexity of the client’s business.
Ansul kitchen fire suppression
Kitchen fires can lead to an abrupt and prolonged interruption to business trading. Unfortunately, they are a more common occurrence than one may expect with more than £70m of insured loss from 2009 to 2013.The most effective way of protecting kitchens is by installing localised fire suppres-sion systems covering the cooking areas and extraction ducting. The normal kitchen will be operational again within 2 or 3 hours of activating the suppression systems. Installation costs can be expensive and range from £2k to £4.2k. AXA has a unique agreement with Ansul, the largest provider of these systems, which means clients can benefit from a 15% discount.
What we can offer you
50 Business Resilience experts located throughout the UK supporting single, multi-site or European location programmes.
You will have the same Business Resilience Manager expert for the duration of your policy which means that we can respond quickly to any process modifications or location changes your business may encounter.
Specialist People Specialist Service
One of the most experienced loss prevention teams of any UK insurer with more than 875 combined years of experience.
12 chartered liability specialist surveyors with Level 3 food safety qualifications, 90% of the total survey team hold formal Health & Safety qualifications.
3 fully trained and qualified sprinkler engineers that are backed up with an additional 10 team members who can also undertake annual sprinkler testing.
Bespoke specialist services to provide high quality risk solutions, such as electrical inspection, reinstatement valuations and protection of vacant buildings.
We offer advice on areas such as fire, business interruption, weather, security, motor and liability risks.
Our 15 in-house motor fleet specialists make things easy for you by delivering standalone or combined surveys.
Clients can access a multitude online of assessments and training courses online as well as a legal helpline where all advice is provided under privilege.
12
AXA Vantage / Your Guide to mid-market Hotels, Hospitality and Leisure
Risk Management in action
Reduction in slips, trips and fallsOne of our clients, a national pub and restaurant chain, contacted us as they were concerned about the frequency of their claims. The business had a repeated issue with slips, trips and falls increasing in severity and frequency of occurrence.
Our Business Resilience Manager deployed a bespoke review process looking at the top three issues around slips, trips and falls. The review identified a number of geographical locations where the claims frequency was higher than average. We established that the cause of these incidents was largely down to methodology
and practices of cleaning and washing floors in the restaurant and vestibule areas. We gave the client new processes that they could implement to reduce the number of incidents that were frequently occurring.
Following our feedback, the client reviewed and amended cleaning specifications and working practices. This has resulted in a significant drop in the level of incidents and a reduction in the number of claims being reported.
Kitchen fire safety reviewedWe were contacted by a policyholder who owns a large hotel and was concerned about the frequency of flash fires in the hotel kitchen. The hotel had suffered a spate of small flash fires from grease build up over a kitchen cooking range extraction system.
Working with the hotel, our Business Resilience Manager was able to provide a solution through a negotiated supplier arrangement. This provided a guaranteed deep cleaning and inspection regime. We also identified that the frequency of cleaning the extraction duct was both ineffective and sub-standard.
The existing cooking range fire suppression system also didn’t provide sufficient extinguishment capability. We created a bespoke report with all our findings for the client.
The policyholder was very pleased with our findings and has installed new equipment and implemented new processes, which has resulted in a decrease in the number of flash fires.
13
AXA Vantage / Your Guide to mid-market Hotels, Hospitality and Leisure
13
Services ¡ We give you 24hr/365 days a year access to claims assistance with an easy and flexible notification process.
¡ You will have access to our trusted external (local and international) partnerships including solicitors, loss adjusters and mediation specialists.
¡ By teaming up with Feefo, your customers can publicly post their rating and comments online about the service and experience they received from AXA when making a claim.
¡ Making Claims Clear is our award-winning transparency initiative. We’ve developed a library of documents to help your customers understand what is and isn’t covered by our policies.
Our award-winning Claims serviceOur dedicated Claims Relationship Management team truly understand your clients’ needs in the event of a claim. This is the service you can expect from AXA if one of your Hotels, Hospitality and Leisure clients needs to make a claim:
Claims Excellence and Transparency
In 2016, we settled 19% of property claims within 24 hours under our ‘One & Done’ process.
Tools ¡ We’ll supply you with bespoke monthly claims MI, enabling us to analyse performance and trends around an individual client’s claims portfolio.
¡ eServe, our online Claims tracking tool, allows you to see how your customer’s claim is going, as it’s going.
¡ Faster payments pays within 2 hours when a settlement is made directly to our policyholders bank account to reduce inconvenience and enhance customer service.
People ¡ We have an award-winning Large Loss team as well as dedicated Claims Handlers who deal with specialist Hotels, Hospitality and Leisure schemes.
¡ Your dedicated Claims Relationship Manager will ensure the smooth-running of the account.
¡ Universally accredited fraud technical experts with recognised qualifications within the insurance and anti-fraud industries.
¡ We have a nationwide network of 36 AXA Claims Inspectors handling 90% of all liability injury claims investigations.
¡ Our Inspectors have, on average, 23 years’ of insurance or legal experience.
In 2016, we dealt with 1,500 high value complex claims with a combined value of £850m.
AXA staff who are handling large loss claims have an average of 22 years’ of insurance experience.
80% of claims handling staff have a CII professional qualification.
2015 Insurance Times Awards Claims Initiative of the Year
2015 National Agile Awards Best Agile Team, eServe Claims team
2015 CII Public Interest Awards Best Campaign in the Public Interest (Marketing or Advertising) category – Claims Transparency
2015 British Insurance Awards Insurer Claims Initiative of the Year
Over 130,000 payments have been processed using Faster Payments.
Over 1,200 brokers have access to our eServe portal.
14
AXA Vantage / Your Guide to mid-market Hotels, Hospitality and Leisure
Claims case study
Claim against jazz club goes to court, results in win for AXA and client
Recently a client had a case brought against them due to allegedly poor lighting.
The claim was brought under the Occupier’s Liability Act 1957. It was alleged that the ‘mood’ lighting in the staircase at the famous jazz club was too dark which resulted in the claimant losing her footing and falling down two flights of steps.
It was accepted that the claimant sustained a significant and disabling fracture to her left wrist. During our thorough investigations we established that the lighting was adequate and there were no identifiable defects with the staircase. We also had reservations as to the claimant’s physical state at the time of the fall and questioned if this was the true cause of the fall.
We felt that the evidence presented by both the claimant and that of a witness was contradictory and inconsistent. In addition, the insured was able to provide detailed and comprehensive support throughout the claims process. We repudiated the claim and the case litigated and was listed for trial, despite the claimant lawyers constantly seeking an opportunity to settle the claim economically.
The trial took place and it lasted a day and a half. At the beginning of the trial, at the request of AXA’s counsel, the judge visited the jazz club so that she could view the stairs in question and make up her own mind in relation to the level of lighting.
The judgment was handed down and the claim was dismissed. In her summing up, the judge concluded that the lighting in the staircase did not fall foul of the Occupier’s Liability Act in that the ‘reasonable’ test was met. Furthermore, the judge raised questions as to the actual mechanics of the fall.
We’re extremely happy with the result and the insured was also delighted with our decision to take the claim to court rather than settle unjustly.
15
AXA Vantage / Your Guide to mid-market Hotels, Hospitality and Leisure
Business Interruption Calculator
¡ Designed to simplify a BI sum insured/limit of indemnity periods.
¡ Can be used by the broker employee or the client/accountant.
Broker value added services – support for the right risk
Extensive support will be made available to all brokers to secure the right Hotels, Hospitality and Leisure mid-market case:
AXA risk control/broker pre-quote on-site customer review
¡ Proven to increase conversion through better pricing
¡ Excellent client feedback on adding value to their existing risk management programme
¡ No surprises as we identify any risk prior to cover.
Client value added services – support for the right risk
¡ Building Valuation Service – removes average and the risk of underinsurance
¡ Unoccupied buildings/VPS – specialist protection services which can widen cover available and reduce ongoing third party security costs (average security guard costs £1,500 per week). AXA has an exclusive agreement with VPS meaning clients can protect vacant buildings from as little as £89 per week. The minimum contract period is 1 week whereas standard practice is a minimum of 8 weeks
¡ LeakSafe Solutions – keeps premiums down by reducing claims frequency and severity from escape from water
¡ British Gas Electrical Inspections – for both legal compliance and protecting employee and property which can include free of charge thermographic assessment for larger and more complex risks.
¡ Riskhelp – designed to assist UK businesses to gain a better understanding of their legal responsibilities, common business hazards as well standard market business insurance policy wordings.
We’ve introduced a host of additional services for brokers who are actively committed to working with us to grow our mid-market Hotels, Hospitality and Leisure book of business. It’s not just brokers who benefit; clients will also have access to a range of valuable services.
Value Added Services
16
AXA Vantage / Your Guide to mid-market Hotels, Hospitality and Leisure
AXA Vantage / Your Guide to mid-market Hotels, Hospitality and Leisure
Value Added Services
Apple and the Apple logo are trademarks of Apple Inc., registered in the U.S. and other countries.
App Store is a service mark of Apple Inc., registered in the U.S. and other countries.
We’ve developed a new mobile app which offers you personalised news and knowledge at your fingertips. The AXA Vantage app is available to download via the App Store for free.
The Vantage app offers you multiple benefits, including:
¡ Rolling news from a range of UK industry sectors including Hotels, Hospitality and Leisure
¡ A ‘My news’ section to personalise your experience and only see the industry news that interests you
¡ The latest insurance trade news
¡ Keep up to date with the latest AXA Vantage developments
¡ Refreshed content every 15 minutes, so you’ll never miss the latest stories
¡ Users can share articles by email, Facebook and Twitter
¡ Favourite interesting articles to read at a time that suits you.
AXA Vantage app
Supporting mid-market brokers will have access to a range of additional benefits designed to develop your business:
¡ Subsidised access to new AXA digital tools such as the award-winning endcustomer.co.uk, which provides brokers with real time desktop access to a range of client data sets to help you profile and win customers
¡ Access to data and profiling services to help validate and enrich your local mid-market pipeline and undertake joint prospecting
¡ Marketing consultancy and execution across the complete range of marketing services, including; lead generation, training, web and social media design and build, video production, creative design services such as brand or email campaigns/print solutions and access to the Ignition CRM bulk email campaign tool
¡ AXA Hotels, Hospitality and Leisure specific marketing campaigns.
Supporting mid-market brokers will have access to a range of additional benefits designed to develop your people:
¡ Mid-market Hotels, Hospitality and Leisure specific technical, risk management and claims training plus regular market briefings
¡ Local team skills training on topics such as price negotiation, customer segmentation and contact planning
¡ Access to leadership training events such as our popular leadership seminars in Bordeaux, Paris and the UK
¡ Funding support for CII Regional Broker Academy workshops (with top up funding if also Chartered)
¡ Invitations to mid-market specific broker events and seminars with access to the Senior AXA Leadership team.
Grow your people (CII accredited structured learning)
Grow your business (Delivered by Ignition NBS Ltd.)
Download the app today via the App Store. Search “AXA Vantage”
17
AXA Vantage / Your Guide to mid-market Hotels, Hospitality and Leisure
Your key Hotels, Hospitality and Leisure contacts
Ipswich Branch Toby Points01473 337 [email protected]
London BranchColin Rooney02032 068 367 [email protected]
Our branches want to talk to you about AXA Vantage. To discuss specific mid-market Hotels, Hospitality and Leisure opportunities, please contact your local branch specialist.
Maidstone BranchStuart Daffin 01622 238 772 [email protected]
Scotland BranchRoss McNicol01412 454 [email protected]
Newcastle BranchSian Mullane 07387 252 [email protected]
Leeds BranchAndy Kitching01133 978 119
National Trading Centre – Bolton Andrew Chamberlain
01204 815 [email protected]
Manchester BranchDarron Aithwaite
01619 582 [email protected]
Birmingham BranchJo Walker
01216 445 [email protected]
Bristol & Cardiff BranchesNick Smith
01173 734 [email protected]
Reading Branch David Harrison 01189 550 014 [email protected]
18
AXA Vantage / Your Guide to mid-market Hotels, Hospitality and Leisure
AXA Vantage Hotels, Hospitality and Leisure
AXA Insurance UK plc Registered in England and Wales No 78950. Registered Office: 5 Old Broad Street, London EC2N 1AD. A member of the AXA Group of companies. AXA Insurance UK plc is authorised by the Prudential Regulation Authority and regulated by the FinancialConduct Authority and the Prudential Regulation Authority. FCA number 202312. Telephone calls may be monitored and recorded.
