‘Customer First’ is one of our four core values and is a key part of our culture and strategy, in service of our desire to deliver fair outcomes to all customers.
We provide quality-led products that add value to the customer experience
We regularly monitor and review our products, in conjunction with our partners, to ensure that they continue to meet the needs of your customers.
Our robust and well-established governance and oversight framework, guided by a clear policy and set of terms of reference, mandates a review of all our products at a very minimum, every 12 months, or more frequently depending on the level of risk and complexity.
We share findings and proposals from each review with our partners and work together to deliver strengthened customer outcomes, dilute complexity and enhance customer value.
AXA Partners strives to deliver clarity
For us, it is imperative that our cover is fair and explained clearly through concise policy wording and communications, directly or via our partners. This means ensuring that all documentation (policy wordings, IPIDs, letters, etc.), website content, journeys and emails are written in plain English, are compliant and designed in a clear customer-centric way; highlighting key information.
We proactively remove barriers for customers, making it easy for them to find the information they need by sign posting them to FAQs, or by providing a links to email addresses or a phone number.
As a B2B specialist, we are experts in differentiating our service by brand
We have the capability to fully white-label at point of sale and throughout the customer experience. Alternatively, we can co-brand with our partner, using the strength of both companies; providing customers with peace of mind and a feeling of trust.
Our operational teams receive extensive training on product, partner brand guidelines and tone of voice to ensure they always deliver the highest standard of service and positive customer outcomes. Our teams have access to the latest policy wordings and are able to correctly inform customers about their policy coverage.
Innovation & a commitment to continuous improvement is at the heart of our culture
Recent years have seen AXA Partners make a significant investment in the digitalisation and transformation of its business, to ensure that products and services remain relevant, continue to meet ever-changing needs and provide the best experience possible for our partners and their customers.
Continuous improvement is embedded within the entire business and is driven by MI, listening to our partners and our people, and of course, customer feedback. We regularly review customer feedback to continuously improve the service that we provide.
AXA Partners is very much committed to continuous improvement, and feels passionately about the importance of it, in order to succeed commercially and provide fair value and positive outcomes for customers.