advogroup.co.uk | an interview with Tom Wilkinson Q. Have you examples where AXA has gone ‘above and beyond’ what would normally be expected from an insurer?
HR managers to understand regulations around healthcare provision and what they need to ensure their employees are properly covered. We can also offer them and their employees access to online information around some of the administrative aspects of moving and living abroad such as visa applications and what local healthcare is available.
facing employees doing what they do best is key for us. We have a talent programme which provides opportunities for colleagues to work on These are perhaps some cross-business projects, giving examples that bring our them an opportunity to service ethos to life. We develop their skills and widen recently had a young girl who their experience whilst still needed to go into hospital retaining their core focus. This for an operation. Her case helps employees to develop manager knew she was and broaden their skills and worried about the operation empowers them to grow as so to make the experience much as possible. Therefore less daunting, we sent her a We also offer a pre-assignment we’re able to promote and toy bear dressed in a doctor’s screening service, which can reward without removing uniform. She loved this and help businesses identify ways senior employees from client took the toy to hospital with to plan and support any contact. her as it made her feel better health needs their employees about the experience. or their family members might Q. What is the most have. challenging part of managing Another example would be for an international book of a member who had cancer. Q. What is more important, clients? This member had been value for money, good designated a cancer case benefit coverage, effective The ever-changing healthcare manager who had been with claims management or good regulations around the globe him throughout his journey of administration? present challenges in ensuring diagnosis through to remission. plans are, and remain, One day, the gentleman All of these points are crucial compliant. However, this is happened to mention that, to a quality service that will where AXA’s global presence once his treatment was over delight customers and we is key – our approach and he was in remission, he work with customers to get combines our international was looking forward to a nice the right balance for them. expertise with local, in-market glass of red wine to celebrate Depending on the customer, knowledge to help us work as he had not enjoyed it so certain criteria will be more with regulators to anticipate much during treatment. Our important. For example, changes and remain case manager remembered good benefit coverage and compliant. this and, when he went into effective claims management remission, we sent him a case might be more important to Containing costs where of red wine to celebrate. consumers purchasing an IPMI claims are incurred in multiple He was touched by this plan for their family, whereas a countries is also a challenge. gesture and thanked us for multinational business covering Having a strong global it. Engaging with customers hundreds of employees might medical provider network on this scale is fantastic as place cost containment at the and an effective anti-fraud it enables us to make the top of their priority list. team are two of the ways difference to them and bring AXA actively works to ensure them closer to our brand. it offers competitive and We look to optimise our international whole offering to ensure sustainable Q. What can AXA do to assist health insurance propositions. all clients are happy with HR managers faced with our service. relocating staff overseas? As an independent employee Q. Companies typically We have been working benefits intermediary advo internationally for over 40 years promote experienced people are able to match Axa so we have lots of knowledge in to non-client facing roles. PPP International to the How do you ensure you retain we can share with clients – the experience on the ‘front be this the most common line’? types of claims experienced on an international medical Keeping talented clientinsurance policy or helping
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