AXA has implemented a next steps approach. When magaging their claims, customers can find out exactly what the stages of the process are, the status of their application and the next three steps in the process, either online, on a smartphone or by calling their adviser.

Waiting for an insurance claim to be processed or waiting for reimbursement can be stressful. With claim status, we give our customers step-by-step details of progress in their claim and the action taken.

Customers can now rate products and services on the basis of criteria such as the adviser’s ability to listen, processing time and transparency of information, and share their opinion online. Transparent instant customer feedback is due to be rolled out in all AXA entities by the end of 2017.

AXA has developed a multi-purpose app to manage all policies, store key documents and make claims. Also offering a number of useful services, MyAXA is already operational in 17 countries and soon will be available to all customers.

Digital technology has considerably reduced the amount of paper we have to handle. So we can concentrate on the more complex cases, which is fascinating for us.

I have developed the broad skillset and open mind you need in this job. You have to be quick off the mark to keep up with social media practices!

It was an internal data science training course that opened my eyes to the truly amazing array of possibilities that new technologies can offer.