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Fair & Prompt Claims Resolution

Our highly experienced claims specialists ensure your clients' claims are processed efficiently—allowing them to focus on their business.

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Deep Expertise

We employ a pragmatic approach to claims handling, combined with our team of highly experienced claims professionals. Consequently, you can rely on us to make sound decisions and appoint and manage the appropriate specialists for your specific situation.

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Tailored Services

Long before a broker or insured needs to file a claim, we place an emphasis on building strong relationships, tailoring services by:

  • Class
  • Program or risk
  • And by agreeing on advocacy protocols

This way, your client has peace of mind knowing that our claims team understands their needs and how to help them move forward.

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Close collaboration between claims, underwriting and distribution partners

At AXIS, our claims specialists and underwriters aren't the only ones who work closely together to help our clients. Our experts collaborate with:

  • Policyholders
  • Brokers
  • Outside counsel
  • Third-party administrators
  • Underwriters and Program Managers
  • Actuaries
  • Programs MGAs and MGUs

See our success stories

There is no limit to compassion

Insurance

Solution Name

AXIS puts future in perspective to help family after serious highway accident

AXIS provided a distributer with an excess liability policy. This client also had an active commercial auto liability policy with another carrier.

While visiting friends during the holidays, a family was involved in an auto accident with a vehicle owned by our client. Sadly, all passengers were injured and a teenager suffered particularly serious trauma.

Understanding that this ordeal would turn the family’s world upside down and impact the young teen’s life, AXIS began working one-on-one with the family. By providing caring, personal customer service — from coordinating medical appointments with specialists so their teenager could receive the proper attention, to addressing the teen’s future medical needs — AXIS showed genuine compassion to the family.

After the accident, the family struggled to put a financial value on the impact of their teen’s trauma and was unsure how to move forward. By connecting on a more personal level, AXIS was able to engage in a conversation focusing on the young teen’s future goals and how the money from the settlement might help the teen achieve those aspirations.

By not having to litigate, the case never interfered with the client’s day-to-day operations — saving both the client and the family time and money. The empathy AXIS demonstrated helped the family move on from the accident so they could heal physically and emotionally.

In the end, the claim was resolved efficiently and fairly.

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CLAIM RESOLVED WITH COMPASSION, NOT LITIGATION

AXIS helps school avert phishing crisis

Insurance

Solution Name

Rapid response to phishing attack results in quick resolution

AXIS covered a school located in North America for cyber insurance.

A user on the school’s email system received a phishing attack email message masquerading as an advertisement. Oblivious to the email’s true intent, the user clicked to learn more about the advertisement. Without realizing it, this action allowed malicious software to infect the school’s information technology network.

Detecting these types of attacks can be tricky. The school's IT department discovered that emails were being redirected, and upon further investigation, found that the malicious software had changed certain rules permitting the hacker to both monitor and redirect emails unbeknownst to the client.

Shutting down their email system, the school called their broker, who immediately contacted AXIS. We quickly provided access to a breach response law firm experienced in phishing attacks, and a computer forensics firm with an expertise in investigating these types of security incidents.

Working closely with the school’s IT department, the forensics firm identified the infected machine, quarantined it, and removed the virus. Following the quick deployment of the breach response team, the college’s email system and network were brought back online before students and faculty returned to class. Ultimately, the timely and efficient response of the broker, AXIS, the client and the breach response team resulted in mitigating additional harm to the network and successful remediation of the breach.

Once the school could send and receive email again, AXIS was able to bring the claim to a rapid resolution.

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NO LEGAL LIABILITY EXPOSURE DUE TO RAPID RESPONSE

Complex professional liability claim settled efficiently and fairly

Insurance

Solution Name

When a construction project goes awry, AXIS negotiates a fair claims settlement

AXIS provided a firm with a design professional policy. The firm was hired to build a multi-use complex. Soil movement and other geotechnical issues began to emerge after completion of the project. The complex sued the firm for the damages.

With alleged damages in the millions, AXIS immediately began working on a defense. AXIS leveraged years of experience and an extensive network of third-party specialists for their knowledge. In this particular claim, AXIS engaged: technical design experts, civil engineering authorities and other professionals. These efforts gave us a full and clear picture of the circumstances giving rise to the lawsuit. AXIS negotiated with the complex and convinced it that engaging in an early dispute resolution process was a better choice than protracted litigation.

As a result of AXIS' efforts, the claim was settled and the firm avoided further litigation.

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AXIS SETTLES FAIRLY, QUICKLY AND WITH TRANSPARENCY

Cost of correction claim avoids litigation

Insurance

Solution Name

AXIS settles cost of correction claim quickly, helping client avoid litigation

Our client, a global financial institution, had an investment product for which AXIS wrote an excess layer. This new fund accepted investments from all corners of the world. Our client’s currency hedge was actively monitored to ensure positions stayed positive from month-to-month.

This active monitoring is critically important for the success of any investment firm, given that their investments are subject to market volatility. There came a point in time when there was a noteworthy swing in the market and an issue arose, resulting in significant losses. This circumstance was immediately recognized by the insured, who took immediate action to seek expert assistance to rectify this situation by contacting their broker, who in turn quickly reached out to AXIS.

By virtue of our extensive experience in fiduciary claims, we quickly understood that the client’s risk exposure would only increase with time — due to the market’s ups and downs — so time was of the essence. AXIS worked proactively and aggressively to resolve the claim. Our swift actions helped the insured avoid potentially costly and lengthy litigation, institutional legal fees, and accrued interest on the loss.

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SWIFT CLAIM RESOLUTION AVOIDS LITIGATION, INSTITUTIONAL LEGAL FEES AND ACCRUED INTEREST

Defending an ERISA Class Action

Insurance

Solution Name

As an excess insurer, AXIS proactively engages in claim resolution process to achieve a pre-litigation settlement.

AXIS provided an excess fiduciary liability policy to a corporation that managed a retirement plan with thousands of participants. The corporation was served with a demand from a plaintiffs’ firm, alleging that excessive fees were being charged for certain funds in the plan. The plaintiffs initially demanded tens of millions in damages. AXIS had experience handling similar claims and was familiar with the motivations, strategies and tactics. We knew the claim lacked certain hallmarks typically associated with large settlements and believed that the claim should resolve for substantially less.

AXIS proactively engaged in a merits discussion showcasing our ERISA expertise and alleviating the corporation’s concerns about the plaintiffs’ high settlement demand. Ultimately, the case was settled pre-litigation, for far less than the plaintiffs originally sought.

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SAVED THE CLIENT MILLIONS OF DOLLARS

AXIS coached a company through business interruption

Insurance

Solution Name

AXIS gets company back in business after a ransomware attack

When you’re operating in the hospitality industry, the last thing you need leading into a weekend is for all of your data to be encrypted and held ransom, locking up your entire IT operation and making it impossible for you to do business. AXIS had issued a cyber insurance policy to the business.

The weekends were always one of the business’s most profitable periods and just before the weekend, hackers managed to break into their servers and encrypt all of their valuable data. They then received an email informing them that their data was being held ransom and threatening to destroy it if they didn’t pay thousands of dollars.

The business quickly contacted its broker who immediately contacted AXIS. Without skipping a beat, AXIS introduced several approved vendors to the business, who retained:

• A breach response law firm experienced in ransomware attacks

• A computer forensics specialist with expertise in data restoration

• A ransomware breach response negotiator with deep experience in crypto-currency demands

With a highly experienced team of experts in place, all worked around the clock for three days to resolve the issues with the hacker. The computer forensics vendor diligently restored the business’s data so that it could reopen. AXIS also provided a professional public relations firm to help mitigate business reputational problems.

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COMPANY BACK IN BUSINESS IN THREE DAYS

A business travel accident insurance claim resolved in 4 days

Insurance

Solution Name

A business travel accident insurance claim resolved in 4 days. A client and beneficiary satisfied immediately.

AXIS provided a global organization with business travel accident coverage, including an accidental death benefit. One of the company’s employees was tragically killed in a large public transporation accident while traveling for business.

Understanding the emotional toll that the accident would have on the victim’s family, as well as the financial impact, AXIS began working one-on-one with the broker the same day. We were able to get the six-figure benefit into the hands of the beneficiary’s family just four days later — all without the family members having to determine how to claim benefits or provide documentation.

“At AXIS, with every call we receive, we take a ’what if it were you’ approach in resolving claims.”

Our compassionate approach to resolving the claim included sending the benefit via express mail to ensure it arrived quickly and securely, which assisted the family greatly with immediate expenses.

Traditionally, accidents of this magnitude have a delay in substantiating loss. But AXIS was able to confirm enough points of positive information to expedite the claim payment.

See Success Stories
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4-DAY CLAIM TURNAROUND

Claims examples may be based on actual cases, composites of actual cases or hypothetical claim scenarios and are provided for illustrative purposes only. Facts have been changed to protect the confidentiality of the parties. Whether or to what extent a particular loss is covered depends on the facts and circumstances of the loss, the terms and conditions of the policy as issued and applicable law.

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