Whether they’re working, travelling, or retiring overseas, each of your clients is on a different adventure. But the one thing they all have in common is the need to look after their health. And they need to know they have reliable, easy access to healthcare support and treatment when they have a concern.
At AXA – Global Healthcare, we’re the experts when it comes to supporting a global customer base, and our primary focus is on what’s important to them, not us. That’s why we’ve adopted a unique approach to customer care and client services.
We have an in-house team of highly trained Personal Advisors. There are Case Managers ready to give one-on-one support for complex conditions. Our teams are encouraged and empowered to perform acts of kindness to our customers. Everything we do is designed to help our customers – your clients – get the support they need when they need it.
Consistent. It’s probably not the first word that springs to mind when you think about your globally-minded clients. They’re often extraordinary people living extraordinary lives, but when it comes to healthcare, consistency is what they need. And we know it’s what you need to offer them the best possible service.
We pride ourselves on providing you and your clients a service that’s…
A business is only as good as its people, so we only hire the best to delivery our award-winning4 customer service. Each of our Personal Advisors is hand-picked based on compassion, empathy, and experience. Our ‘Discovery’ training programme doesn’t just teach them about our plans; they learn about medical conditions, common treatments, and healthcare systems around the world.
We encourage Advisors to develop new skills, and give them resources and training to broaden their knowledge. From mental health training to help our teams better support customers with psychiatric illnesses, to partnering with the Samaritans so they’re equipped to assist customers in crisis.
Our people are encoraged and empowered to go the extra mile. Our SMILE fund enables them to send small gifts to our customers, when they feel it’s appropriate. Gifts must be meaningful, so this initiative encourages our people to engage and develop personal connections. In some instances, advisors have become friends with members and have even been invited to weddings and birthday parties.
We’ve sent spa vouchers to members who’ve endured stressful periods of treatment. We’ve had flowers delivered to family members of people undergoing surgery. And we’ve even sent a teddy bear, dressed as a doctor, to help a young child overcome their fear of doctors before starting chemotherapy.
As one customer stated, these small acts of kindness ‘make such a difference during a worrying time’.
Our unique approach to customer care extends beyond our people. We’ve also consolidated our contact centre into one in-house hub: our centre of excellence. This means, no matter when your clients call or where they’re calling from, they’ll speak to the same department.
And because they’re all under one roof, different departments can liaise quickly and directly between one another, meaning we can make decision more quickly, and you and your clients experience a more seamless service.
We work hard to make your life easier and help you build secure relationships that last. We listen carefully, we work fast, and we’ll get back to you when we promise. Whatever the question, whatever the requirement, we’ll be with you all the way. We have the local knowledge and global might to support you, whenever and wherever you need us.
To find out more, download our guide.
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It's simple and seamless to switch your clients to a global health plan from AXA - both for you and your clients.
Whether it’s a corporate client or an individual, we’ll take care of the switch efficiently, and ensure your clients’ needs are met by their new plan. And to answer any questions you might have along the way, you’ll have a designated AXA representative to help.
We’ve created a step-by-step guide to switching to help you get started.
180.5% of eligible claims submitted online between January - December 2022 were paid within two days.
2Average length of service across all claims and customer contact teams is nine years and five months, as of April 2022.
3Customers can call our Personal Advisors to discuss their policy or make a claim, by calling +44 (0)1892 503 856. Lines are open 24 hours a day, seven days a week. We may record and/or monitor calls for quality assurance, training and as a record of our conversation.
4AXA – Global Healthcare awarded Customer Care Solution of the Year at Insurance Times’ Claims Excellence Awards 2021. Nominated across four categories at the 2022 UK Health and Protection Awards. Further nominated in three categories at the 2022 Cover Excellence Awards.