Service delivery

When you choose AXA Assistance you can be confident that the services we deliver to your customers will enhance your brand and your customers' loyalty. Your customers are just as important to us as they are to you.

World class service delivery, worldwide

When you need help, size matters

When you deal with AXA Assistance, you have access to the global experience of one of the world's largest assistance organisation.

We have a comprehensive network of professionals, on the ground and ready to help, in key locations throughout the world. The strength of our national and international networks provides the key to consistently satisfying our clients and helping people all over the world. Our networks of agents are carefully selected to support all our product areas. All of our agents are thoroughly vetted, and their performance is regularly evaluated, to ensure the high standards that we demand are consistently met.

The breadth and flexibility of our networks allows us to respond to every challenge, confident of a successful outcome. From within our global network we can quickly develop specialised micro-networks, focused on the specific requirements our individual clients may have.

Let's work together

Our measure of AXA Assistance's success is the quality and length of our business partnerships. We have worked with many key partners for multiple years.

A team of account managers, each with a background in our operational areas, supports our service delivery. This ensures a close working relationship between operations, key supporting areas and clients, with the focus being, the needs of the client and its customers. 

We place great importance in proactively managing all our client relationships. Nominated contact points within AXA Assistance key areas, and regular process meetings, ensure we offer our clients the highest level of service at all times.

AXA Assistance recognises the need for senior-level involvement with all clients. We regard the relationship as strategically important both for them, and ourselves.

Information is strength

AXA Assistance understands that it's clients need both detailed and concise management information, periodically and on an ad-hoc basis.

AXA Assistance has a dedicated team, whose sole objective is to provide management information, the majority of which is generated from our data warehouse using sophisticated reporting tools such as Business Objects.

We place great emphasis on setting up the right kind of reporting systems. Systems are tailored to our clients’ needs. We generate reports that demonstrate performance quality from both a service delivery and agent perspective.

Playing by the rules

AXA Assistance is committed to complying with all relevant regulatory and legal obligations.

AXA Assistance UK is committed to complying with all relevant regulatory and legal obligations. We are authorised and regulated by the Financial Conduct Authority (FCA) to carry out insurance mediation. We fully support their Treating Customers Fairly (TCF) initiative, a policy that complements our own core values. 

Inter Partner Assistance, also part of the AXA Group, is authorised by the National Bank of Belgium, and subject to limited regulation by the Financial Conduct Authority. Details about the extent of our regulation by the Financial Conduct Authority are available from us on request.   

Business continuity plan (BCP)

AXA Assistance UK has an effective business continuity strategy that embodies industry best practice from within the AXA group, the Business Continuity Institute, Direct-gov, British Standards and regulatory requirements as defined under the Financial Services and Marketing Act. 

Our policy for dealing with unforeseen interruptions to business is to maintain an effective response and recovery plan and ensure the day-to-day preparedness of key personnel. The main objective of our BCP is to ensure that the company is prepared to recover rapidly and effectively from any major interruption.