June 30, 2020

The new face of health insurance

Working alongside patients and health professionals, the insurer’s role has also been transformed. AXA is building on technological innovation and analyses of the needs of patients, doctors and care givers, supported by increasing volumes of data. The Group is positioned as a partner of customers’ health to become a facilitator, advisor and coach.
Protecting what matters
4 minutes
What do patients need?
Listening to our customers

Access to healthcare

When the first symptoms appear and patients feel the need to be diagnosed, treated or simply reassured, finding a good doctor becomes a matter of urgency. All over the world, they talk of their difficulties: medical deserts, the cost of private treatment, longer wait times, and so on.


Even in France, where the state reimburses a significant share of health costs, 40% of patients postpone treatment every year because they are unable to pay the costs upfront. Worldwide, 800 million people spend more than 10% of their household budget on healthcare.

Information and consideration

The first steps on a healthcare journey are a critical time in the patient experience, determining the choice of treatment and the quality of relationships with health professionals. From this moment on, patients want above all to be heard and have their symptoms and feelings properly considered.

Quality care

Receiving the right treatment is critical to a patient’s recovery. How is the quality of treatment assessed? Is an operation that heals but leaves the patient with complications a success or a failure? More and more stakeholders, notably insurers, are working to put the patient back at the heart of care pathway assessments.


Coordination with different medical professionals, appointments, administrative formalities and reimbursement... All these tasks can make managing treatment a real battle for both patients and care givers. Tools and services to help them manage these formalities can provide real relief.

A sense of normality

An accident or illness can disrupt a patient’s everyday routine. When this disruption becomes long term, possibly even lifelong, their main objective is to live life as normally as possible. In this case, medical systems, assistance and coaching can restore a sense of normality.