For the 2nd consecutive year, AXA Assurance in Morocco is the only insurer to obtain the “Elu Customer Service of the Year” label.
This award is an independent international label whose purpose is to assess, on behalf of the companies that adhere to it, their quality of service on the basis of reliable and objective criteria and through real-life tests carried out by an independent third party.
For its 4th edition, this label has evaluated the insurance sector for the second time. AXA Assurance Maroc was awarded this label for the second consecutive year, thus confirming its client-centered strategy and its service orientation to develop its relationship from “paying client” to “partner client”. 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.
Carried out from September 1 to November 15, 2020, the major novelty of this edition lies in the evaluation of the Facebook channel in addition to the traditional channels. The study was thus conducted through various tests including: physical visits to branches, phone calls, e-mails or forms, internet browsing and contacts via Facebook. “We are proud to be the first insurer in Morocco to obtain this label for the second 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 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 the processes and deploying the means required to continue serving our common clients ”, said Nassim Benjelloun, Director of Sales, Distribution, Marketing and Partnerships. And to add: “The customer experience is at the heart of the AXA Group’s strategy, also declined 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 intimately involved. of the managerial culture of AXA Assurance Maroc ”.
For the year 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.
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