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.
AXA's local entities adhere to the professional code of conduct in force in the country where they operate.
In order to harmonize the ethical practices governing AXA's client relationships around the world, a professional code of ethics has been drawn up at Group level. In addition to the national and international regulations that AXA subsidiaries are subject to, AXA's Compliance and Ethics Guide 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.
The code of ethics also contains a policy statement on how to handle staff complaints.
AXA entities also provides their customers with the means to express and resolve any disputes that may arise with the company, notably through dedicated complaints departments.
Improving quality of service hinges primarily on AXA's ability to continue listening to its clients and pinpoint any grounds for dissatisfaction. This is what the Customer Scope aims to achieve, with a survey carried out every six months in over 30 countries.
Thanks to the Customer Scope survey, the satisfaction of our clients is measured in a consistent way across the entire Group, with questions looking at clients' relations with their contacts, the quality of advice provided and the adaptation of the response in line with the client's actual requirements.
In 2011, the customer satisfaction rate was 79% (on the basis of feedback by 254.000 customers).
This key performance indicator is integrated in the Group's CEO's remuneration package.
Among others, this survey measures the perception of service by clients both at the time of the sale and when the service is actually being delivered. This survey therefore represents an excellent way of identifying factors that can be leveraged in order to increase the level of satisfaction. Various actions have been carried out with a view to improving the customer experience, notably in terms of claims handling, with an expansion of the network of service providers, the development of management platforms, making it possible to respond even more quickly, and even a reduction in settlement times.
As a priority, the Group is also focusing on setting up service commitments, notably in relation to distributors.