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Bigger and better together

PUBLISHED: 20 December 2022 | LAST UPDATED: 10 May 2024

Our intermediary partnerships continue to be vital to our successes - and we've no shortage of proud moments to share from the past year. 

Here are just a few of the ways we've supported you and your clients this year, and a sneak peek at some of the exciting new enhancements we've got planned for 2023:


Consistently personal service

Our Personal Advisors aren't your ordinary representatives. They're hand picked for their skills and compassion. 

We think they're great. And our customers do too – this year, on average, they rated our customer service at 4.7 out of 5¹.


Claims paid quickly

Over half of claims our customers submitted online were paid within 24 hours this year². 

Not only are we paying claims quickly, we're integrating new tools and technologies to enhance our claims process.


More guidance with Remi

Since launching last month, Remi, our Virtual Assistant pilot, has already had 11,000+ conversations with our customers³. She's been guiding them to tools and services designed to support their health and wellbeing. 

Remi is available 24/7, via our website and Customer Online.

Acheiving more, together

This year, we've had more opportunities to meet with you and your clients. 

Not only have we been able to listen to and learn from your feedback, we've introduced you to new services, and discussed the insights of new research.

New horizons to explore in 2023

We're finding new ways to support you and your clients, wherever life takes them next year. To do this, we're continuing to build our global teams and global insurer panel. 

New pathways to care

We're working on a new virtual health gateway, which will make it easier for customers to use their Virtual Doctor service; get a Mind Health appointment; or request a Second Medical Opinion4.

The information in this article is correct at the time of publishing.

¹Customers rated our service 4.73 out of 5 stars via the instant customer feedback tool between 1st January and 1st December 2022, based on 19,770 responses.
²51.1% of eligible claims submitted online between October 2021 and October 2022 were paid within 24 hours.
³11,000+ conversations between 9th November and 12th December 2022.
⁴The Virtual Doctor, Mind Health, and Second Medical Opinion services are provided by an independent third party, Teladoc Health.
Virtual Doctor: Access to the Virtual Doctor service is available for all new and existing individual and SME customers as part of their health plan, and any new large corporate groups from 1 April 2021. Access to the Virtual Doctor service is also available to any existing large corporate groups who have chosen the upgrade. Virtual Doctor appointments are subject to availability. Customers do not need to pay or claim for a consultation but will be charged for the cost of the initial phone call when using the call back service. Telephone appointments are available 24/7/365 and call backs are typically within 24 hours. Telephone appointments in Greek are available between 09:00 and 21:00 EET, 7 days a week. Video appointments are available between 08:00 and 00:00 (UK time), Monday to Friday. Video appointments in German are available between 08:00 and 20:00 CET, Monday to Friday.
Mind Health: If your client's scheme size is less than 75 employees, the Mind Health service may be included with their cover. Please speak to your AXA representative to confirm. If their scheme size is 75 or more employees, they'll need to purchase the Mind Health service as an optional upgrade. The Mind Health service is not designed for customers experiencing a medical emergency or personal crisis. Mind Health psychologist appointments are available between Monday and Friday, 09:00 and 17:30 (UK time). Appointments for members calling from the UAE are available between Saturday and Thursday, 09:00 and 20:00, and Friday 09:00 and 16:00 (UAE time). The Mind Health service is accessible for eligible customers, granting six sessions with a psychologist per mind health concern, per year.