illustration of people celebrating success

A higher standard

We've raised the bar when it comes to customer service

When a client is working overseas, it’s not enough to simply offer good service. Whether they’re temporarily away from their support network, or building a new life in another country, each client’s needs are as unique as they are. A one-size-fits-all service doesn’t work, so they need more.

By making sure we get the basics right – offering reliable customer care and comprehensive healthcare services – we’re able to keep striving to improve. We’re constantly learning, training, and innovating when it comes to our service, and we hold ourselves accountable so you can hold us to a higher standard.

Supporting you and your clients

We know when we help one of your clients, we act as an extension of your business. You’ve vouched for us by selling one of our products to your client, so you need to be able to trust us to do a great job. 

Because we’re raising the bar when it comes to care, you can grow your business in the knowledge you’re offering top services to your clients: 

• Everyone in our team of Personal Advisors is trained and incentivised to go the extra mile
• Any time a customer gives us an instant feedback score lower than four out of five, we investigate.
• We’ve received awards and nominations for customer service excellence from leading industry bodies and publications1.
• We achieved a five-star service rating from Health and Protection magazine2.
• Dedicated teams providing personal, one-to-one support for some of life’s more complex challenges, including cancer and maternity. 

Colleagues celebrating with a trophy

We're not in it for the awards, but...

  • Winners of the Customer Care Solution of the Year at Insurance Times’ Claims Excellence Awards 2021.
  • Finalists in five categories at the 2023 UK Health and Protection Awards, including Best Individual International Healthcare Provider, Best Group International PMI Provider, Best Customer Service Delivery and Best Wellbeing Provider.
  • Finalists in four categories at the 2022 UK Health and Protection Awards, including Best Customer Service Delivery, Best Group International Healthcare Provider, and Best Individual International Healthcare Provider.
  • Finalists in three categories at Cover Excellence Awards 2022: Outstanding Added Value, Outstanding Group Health Insurance, Outstanding Individual Health Insurance.
  • Cover Excellence Awards 2023 finalist for Outstanding Mental Health and Wellbeing offering. 

The numbers speak for themselves

Setting the standard and striving for better isn't easy to measure. But the underlying numbers help to tell the story:

4/5

We request reviews from all members as soon as their enquiry or claim has been dealt with. Any feedback that comes back with a score below four out of five gets fully investigated.

7.8

Not only do Personal Advisors go through a five-week training programme before they start handling cases and speaking to members. They also see any feedback that relates to them and receive ongoing training. On average, UK-based employees each completed 7.8 hours of additional training in 20233.

2,533

The number of conversations Remi had in a week, demonstrating how she can empower your clients on their health journey by answering their questions 24/7, from absolutely anywhere in the world4

1AXA – Global Healthcare awarded Customer Care Solution of the Year at Insurance Times’ Claims Excellence Awards 2021. Finalist across five categories at the 2023 UK Health and Protection Awards and finalist for one category at the 2023 Cover Excellence Awards.

2Five-star rating given by Health and Protection’s International Private Medical Insurance Report, January 2022.

3In 2023, 343 staff in AXA Global Healthcare (UK) Ltd completed 7.8 hours of training, ranging from onboarding, fraud awareness to climate change and claims payment.

4The number of conversations Remi had in a week from 13.02.23 – 20.02.23 - data sourced from the Grafano Sense.ly dashboard, extracted 08.03.23.