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A deeper understanding

We understand your clients...

When it comes to global healthcare, it’s important your clients have what they need to get the most out of their time overseas, wherever they are and however long they’ll be there.

When we say we understand your clients, we don’t just mean we speak their language. We listen to what you and your clients tell us. We put people at the heart of everything we do and understand no two people are the same. We make operational changes, tailor training programmes, and introduce new services based on the feedback we get.

...and the world they're exploring

We’ll always look out for our members, but we also look outward. We see beyond our own network of clients and customers to understand the wider picture of global healthcare. We use our experience, local connections, and technology, such as social listening tools, to gather insights from people and organisations all around the world. This helps us...

  • understand the market and adapt to any changes proactively, not reactively.
  • understand what clients want and need, which enables us to focus our attention in the right areas.
  • develop products, services, and systems that people will use and benefit from.
  • hear what real people are saying, feeling, and experiencing as they build a new life overseas. 
  • stay ahead of the curve and prepare for changes in technology, trends, or regulations.

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Experience in exceeding expectations

Being able to offer your international clients private healthcare cover represents a huge opportunity to grow your business. But every country has a different approach to healthcare and the market is constantly changing, so it’s a tricky world to navigate. 

With almost 60 years’ experience in global healthcare1, and the global footprint of the AXA brand supporting us, we’ve a deeper understanding that can help you meet each client’s needs and expectations.

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Positive changes

Based on customer feedback, we’ve been able to make positive changes to our systems and processes.

Customers now receive their renewal price by email, rather than having to log into their account. More local currencies have been loaded onto our systems to streamline conversions. And we measure staff performance on what our members care about (such as compassion and attentiveness) rather than business objectives.

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Always learning

We know things don’t always go exactly to plan. If something goes wrong, we own up to our mistakes and make it right for the client. That’s why we fully investigate any review that comes back with a score lower than four (out of five). 

First, we’ll aim to contact the customer within 24 hours so we can rectify the individual issue. Then, the wider case is reviewed so processes and training programmes can be amended accordingly. Plus, our Senior Leadership Team examine customer feedback every month to look for common themes, and consider what more we can do to support your clients.

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Looking for a global partner?

When you work with us, you'll benefit from a blend of worldwide expertise and seamless service, all delivered with a human touch. We'll get to know you and your clients; you’ll quickly get to know us.

Find out how you can exceed your clients' expectations with AXA by downloading the brochure today.

Find out more

Prepared, virtually, for anything

Long before the pandemic, expats wanted to be able to speak to a doctor in their own language or to seek guidance without having to navigate an unfamiliar healthcare system. Our Virtual Doctor service was introduced in 2017, and like all our products and services, went through several pilot phases to ensure it was something customers would use and benefit from. 

There was a good initial response, but the number of Virtual Doctor registrations increased by 457% between December 2019 and October 20212. With the framework already in place, we were able to adapt and expand the service throughout the pandemic to meet the growing demand and provide an essential service.

Virtual Doctor is now part of a suite of virtual care services available to include with all global health plans3 and, as part of our service to you, we provide resources and support to help you explain how it works and show your individual and corporate clients how it can benefit them.

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More support for customers with cancer diagnoses

According to the UK National Health Service, 1 in 2 people will develop some form of cancer during their lifetime4. Receiving that diagnosis is always daunting, but when it’s delivered in a foreign country, there’s even more factors to think about: how to navigate an unfamiliar healthcare system, how to arrange treatment in a foreign language – and in certain countries, how to find a way of funding their treatment.

We know treatment journeys can be as unique as the customers that follow them, and that’s why we offer a personal service from our Dedicated Care Team to customers who receive a cancer diagnosis. 

Our case managers offer support from diagnosis through to the end of active treatment, getting to know the customer and their case, and acting as a dedicated point of contact throughout their treatment. Whether it’s helping to find a local treatment facility, pre-approving treatments, or sorting paperwork and invoices – it all leaves the customer with one less thing to think about.

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Expect more when they're expecting

Having a baby can be a life-changing and exciting experience. But, for those who live somewhere new and unfamiliar, there can also be a lot of unknowns.

Our recent research uncovered several concerns experienced by expats throughout pregnancy – from being unsure of what to expect during their delivery, to feeling isolated with no local support network.

We believe that, with everything there is to think about when you’re pregnant, wondering what your health insurance covers shouldn’t be one of them.

We offer Dedicated Case Management for all pregnant customers who have maternity benefits included with their plan. Delivered through a dedicated phone line and email inbox, the service supports customers and their claim throughout their pregnancy, and up to six weeks beyond. 

The Case Managers can sort pre-approvals for treatment, file claims and submit invoices – taking away a lot of the claims administration from the customer. They can also help the customer to access other services, like Virtual Doctor and Mind Health, for additional support with pregnancy-related conditions – like back pain and post-partum depression. 

Customer personas

No two clients are the same. By listening to everyone we help, we’re able to create a picture of who they are, what they need and what’s important to them.

We’ve even used what we learned to create two-minute video profiles of the kinds of extraordinary people we help as they discover the world:

1AXA group of companies have been providing cross-border health insurance plans since 1963.

2415% increase in Virtual Doctor registrations measured between December 2019 – June 2022.

3Access 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. 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 -20:00 CET, Monday to Friday. This service is provided by an independent third-party, Teladoc Health.

4According to the NHS: