[CONTENU PARTENAIRE] Network of independent experts, IXI-Groupe places people at the center of its message and actions. While the latter has concluded an international partnership with Advanta Global Services, meeting with Yann Bocquillon, Managing Director.
The Human is at the center of your speech. But what place for the latter when technology is more and more present?
Digital represents a real contribution, both for the expert and for the back-office teams. But in this increasingly digital world, it is necessary to offer the insured (the one who declares his claim) a course complementary to that carried out by the insurer. Thus, without turning its back on digital, IXI-Groupe’s added value lies in the human and expertise calls for precisely what we can call “Human Excellence”. This is defined by 3 major qualities: Technical Excellence of the expert first of all, namely his ability to identify the cause of a claim, to ensure the application of the company’s guarantee and to seek recourse for the insurer in the chain of responsibilities. The Operational Excellence then of our teams to deliver the expected service under the best conditions. Lastly, the Relational Excellence required of our experts and collaborators, who are aware that the occurrence of a disaster is a memorable, even traumatic, experience. The human and empathic dimension constitutes the very essence of our approach to expertise, whether it is carried out remotely, such as visio-expertise for example, or in the presence of the insured. If we can rely tomorrow on artificial intelligence for the management of recurring low-stakes claims, when we are talking about increasingly complex or sensitive cases, it is the quality of the people that will prevail.
We come back to the question of customer experience. How do we constantly improve it?
This question is at the heart of our 2021-2025 strategic plan. We are at the heart of a value chain in which we find the insured upstream and the insurer downstream. Through his close relationship with the insured, the expert becomes for the insurer the custodian of his brand promise. In a world where the cult of immediacy is increasingly cultivated today, the operational dimension is essential and our customers are naturally attentive to the responsiveness of the expert and our teams.
Finally, to guarantee our clients a satisfactory customer experience, educational support is necessary at each stage of the file. It is, in fact, necessary to explain, if the case arises, why such and such aspect of the claim is covered and not another, why the contract does not apply in full (or not at all) and that everything remains the responsibility of the insured, etc. A mission that a robot could not achieve with the necessary tact. In the end, the level of satisfaction of the insured also conditions the level of satisfaction that the insurer will have with the expert.
Customer satisfaction, and this is transversal to all sectors, is also dependent on CSR requirements now present everywhere. Does it transform your profession?
These requirements are relatively new to our profession. However, this is a question that we take very seriously at IXI-Groupe. We also devoted our last client event to “Climate Risks by 2050”, the day after the publication of the 6th IPCC report. Particularly sensitive to these issues, our Group has deliberately not positioned itself in all-digital activities because such a bias has a negative environmental impact generated by an immeasurable consumption of energy for storage and data flows. Likewise, we are starting to assess our greenhouse gas emissions. At the same time, we are leading an action which, if it remains modest, also has its part in this whole. We plant, in fact, one tree per month and per employee within IXI (around 600 today). A participation in the reforestation of our planet and to ecologically responsible behavior choices.
In 2020, you entered into a partnership with Advanta Global Services, a global player in risk and industry expertise. What are your ambitions at the international level?
You cannot exist in the complexity and specialty market without an international network. In this context, we wanted to satisfy a certain number of our customers who insure French groups present internationally. In symmetry, what interested Advanta, with whom we share identical human and technical values, was also to have a very high quality response in France. Finally, we will take advantage of our common expertise in monitoring, analysis and risk prevention to soon present new advisory offers to insurance professionals and Key Accounts.
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