About AXA
AXA is a leading global insurance and asset management company, operating in 50 countries with a workforce of 154,000 employees and distributors. The company serves 95 million clients worldwide, offering a comprehensive range of products and services across three primary business lines: property-casualty insurance, life, savings & health, and asset management.
AXA Greece upholds the group’s mission by delivering high-quality insurance solutions tailored to the diverse needs of its customers.
The Challenge: Modernizing the Claims Process
In alignment with its commitment to help people live better lives, AXA Greece identified the need to enhance its claims process. The traditional methods were often cumbersome and time-consuming, leading to customer dissatisfaction. The challenge was to implement a solution that would simplify and expedite claims handling, thereby improving the overall customer experience.
The Solution: Introducing MyAXAway with SightCall
To address this challenge, AXA Greece collaborated with SightCall to develop MyAXAway, a mobile application designed to transform the claims process through real-time visual engagement.
Key Features of MyAXAway:
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Immediate Communication: Policyholders can instantly connect with AXA representatives in the event of an accident or property damage.
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Visual Reporting: Utilizing their smartphone cameras, customers can provide live video feeds of the damage, allowing for accurate and immediate assessment.
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Real-Time Documentation: The app enables the completion of accident reports during the live session, reducing the need for extensive paperwork and follow-ups.
By integrating SightCall’s visual support technology, MyAXAway empowers AXA Greece to offer a more responsive and efficient claims service, aligning with modern customer expectations.
The Results: Enhanced Efficiency and Customer Satisfaction
The implementation of MyAXAway has led to significant improvements:
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Reduced Processing Time: Claims that previously took days to process can now be completed in as little as 15 minutes.
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Increased Customer Satisfaction: The streamlined process has contributed to AXA Greece achieving a Net Promoter Score (NPS) of 85%, reflecting high levels of customer approval.
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Expanded Digital Services: In addition to MyAXAway, AXA Greece has introduced MyAXA Doctor, providing 37,000 policyholders with access to digital health consultations, further demonstrating the company’s commitment to leveraging technology for enhanced service delivery.
Commitment to Innovation and Partnership
Ericos Moatsos, CEO of AXA Greece, emphasized the company’s dedication to service excellence:
“This year is special for the AXA family, as we not only present new services to our insureds and partners, but much more: We value services—services that build trust stories between AXA and its people. Now, 37,000 policyholders have access to MyAXA Doctor, and it takes just 15 minutes for an accident report with MyAXAway. At AXA, we treat our insureds as partners, and this philosophy inspires our new services.”
The collaboration between SightCall and AXA Greece exemplifies how digital innovation can transform traditional insurance processes. By adopting real-time visual engagement tools like MyAXAway, AXA Greece has enhanced operational efficiency and elevated the customer experience, reinforcing its position as a forward-thinking leader in the insurance industry.
