AXA Assurance Maroc is the only insurer to have won the “Elu Customer Service of the Year” label to date, for two consecutive years, 2020 and 2021. By picking up for the 2th consecutive year this label, AXA confirms once again that the customer is at the center of its strategic thinking. This trophy rewards the efforts made by the AXA teams as well as its General Agents who work daily to serve their customers and who have demonstrated a strong capacity for adaptation and responsiveness to ensure this same level of service quality during this unprecedented period of COVID pandemic 19.
The “Elected Customer Service of the Year” award is an independent international label whose purpose is to assess, on behalf of the companies which adhere to it, their quality of service on the basis of reliable and objective criteria and through tests. in real situation carried out by an independent third party.
For his 4th edition, this label evaluated for the 2th both the insurance industry.
AXA Assurance Maroc was awarded this label, for a 2th year in a row, thus confirming its customer-centric strategy and service orientation to evolve its relationship from “Customer Paying” to “Customer Partner”.
It should be noted that a “Client partner” relationship is the only guarantee of an optimization of the cost of insurance since it allows constructive management of risk prevention upstream.
Conducted from 1is September to November 15, 2020, the major novelty of this edition is the evaluation of the Facebook channel in addition to the traditional channels.
The study was thus carried out through various tests including:
- Physical visits to branches
- Phone calls
- Emails or forms
- Navigation internet
- Contacts via Facebook
“We are proud to be the first insurer in Morocco to obtain this label for the 2th consecutive year. This recognition is the result of the AXA Group’s strategy, developed by AXA Assurance Maroc, which reflects our commitment to put the customer at the center of all our actions to anticipate and meet his needs under the best conditions. It is also the result of the first steps in our digital transformation ”explains Mrs. Meryem Chami, Managing Director of AXA Assurances Maroc and AXA CIMA (Senegal, Ivory Coast, Cameroon, Gabon).
“This distinction is all the more valuable in this unprecedented context linked to the COVID-19 pandemic. AXA’s teams and General Agents have shown great agility and responsiveness by re-adapting processes and deploying the means required to continue serving our common clients. »Comments Mr. Nassim Benjelloun, Director of Sales, Distribution, Marketing and Partnerships.
And add : « The customer experience is at the heart of the AXA Group’s strategy, also applied by AXA Assurance Maroc. To do this, we manage several indicators (processing times, number of claims processed but also customer satisfaction and the NPS (Net Promoter Score) recommendation allowing us to optimize the various customer experiences while being proactive. These indicators are closely involved. of the managerial culture of AXA Assurance Maroc. »
For 2021, AXA Assurances Maroc aims to improve the customer experience by taking advantage of what new technologies offer to better understand its customers; develop artificial intelligence to optimize damage expertise; as well as innovate with new products in the face of emerging risks.