Corporate social responsibility

Treating Customers Fairly

For an insurer, respect for the client includes the quality of transparent and accurate information provided, as well as a duty to provide sound advice and always guarantee confidentiality, fair treatment for all, and honest advertising messages.

Treating customers fairly and professionally

For an insurer, respect for the client includes the quality of transparent and accurate information provided, as well as a duty to provide sound advice and guarantee confidentiality at all times, fair treatment for all, and honest advertising messages.

At AXA Mansard we adhere to the professional code of conduct in force as it relates to treating customers fairly.

As a member of the AXA group we are subjected to a professional code of ethics in addition to the national and international regulations that have been developed for all AXA subsidiaries, AXA’s Compliance and Ethics Code . The code is based on the following fundamental principles for their customer relations: quality advice, transparency, non-disclosure of confidential client information, fair competition, and fighting fraud and money laundering.

We also provide our customers with the means to express and resolve any disputes that may arise with the company, notably through dedicated complaints departments.

Listening to our clients

At AXA Mansard Insurance Plc., customers are a vital part of our business. Our focus has been to deliver excellent customer service across our touch points and remain a thought leader in the industry. Bearing this in mind, we consider customers’ feedback as valuable insights to enable us make better decisions, improve our business and the overall customer experience.

We have implemented customer experience monitoring tools to capture valuable feedback from our clients. These insights are leveraged to ensure continuous improvements in the experience we deliver to customers.

We measure customer sentiment using Net Promoter Score® (NPS). Results are benchmarked against those of local competitors to optimize our efforts to remain the preferred company of our clients.

Complaints channels

Our goal is to be accessible whenever and wherever our customers need us and also drive engagement to foster mutual relationship. In view of this, we were available via the following multi-channel platforms to engage customers and address their requests:

  1. AXA Mansard CCare and Complaint email channels:- cccare@axamansard.com
  2. AXA Mansard hotline: – 0700AXAMANSARD 
  3. Correspondence from customers,
  4. AXA Mansard social media handles – Twitter, Facebook, Instagram, LinkedIn channels and Live Chat Platform on the website

Customers can also pay a visit to any of our Welcome Centers nationwide to interact with our staff and provide feedback. The addresses for these centres can be found here

Customers’ opinion on products

To enrich our customer experience, we paid attention to customer’s opinion and included periodic keep in touch activities to evaluate their perspectives and opinions about our products and services.

The evaluation was conducted through:

  • One-on-one focus meetings with key customers
  • Interviews with select customers
  • Opinions received via our AXA Mansard CCare mailbox (insure@axamansard.com)
  • Surveys / Questionnaires administered to customers
  • Keep in Touch activities with customers

 

These various evaluations were carried out to afford our organization the opportunity to evaluate customers’ perception about us, in order to ensure that processes are continuously reviewed to improve service delivery and enhance product quality.