Innovative Steps in Customer-Centric Health Solutions
AXA Turkey made a significant impact at the “2025 Agency Meetings,” showcasing advancements that elevate its customer-oriented service approach and enhance the operational processes of its agencies. The conference highlighted strategic health sector developments, initiatives to boost the insured’s experience, and sustainable service models.
During the meetings, AXA Turkey introduced groundbreaking changes in health insurance to its agents, focusing on increasing customer satisfaction. A key change was the alteration in the Lifetime Renewal Guarantee period. Now, policyholders with uninterrupted coverage for two years who meet medical criteria can access the Lifetime Renewal Guarantee by paying an additional premium. This allows customers earlier and more accessible access to health insurance. Furthermore, those with this guarantee can maintain their insurance protection without extra charges or coverage limitations against future health risks. This policy applies to individual private health and complementary health renewals starting April 27, 2025.
Another initiative to enhance the customer experience in health insurance is the adjustment of the waiting period for the Individual AXA Complementary Private Health Insurance (Network 3) product. For policies issued on or after April 7, 2025, the waiting period for inpatient treatment coverage has been reduced from 12 months to 3 months. Thus, policyholders gain quicker access to inpatient treatment for certain conditions and complications.
AXA Turkey also introduced a policy change that lowers the age limit for insuring children independently in Individual Private Health Policies from 18 to 6 years old. Now, children aged 6-18 can be insured on their own under an Individual Private Health Policy, while those aged 0-5 can be included in a family policy with at least one parent. Parents with a group health policy can create an individual policy for their children aged 0-5. This change applies to new, renewal, and transfer policies. In addition, enhanced Private Health Insurance and AXA Digital Health Insurance individual check-up packages are available to policyholders through partnerships with over 2,000 contracted health institutions.
Fostering Loyalty with Premium Advantages
To further boost customer satisfaction during health policy renewals, AXA Turkey implemented measures that exclude certain inpatient treatment costs, maternity coverage expenses, use of health assistance packages, minor interventions, and specific imaging procedures. This loyalty-focused initiative resulted in a premium advantage exceeding 30 million TL across more than 10,000 policies.
Streamlined Quotation Process for Agents
In its push for digital transformation, AXA Turkey introduced features that simplify agency operations. The agency-friendly digital platform allows for quick and practical health insurance quotes without needing an application form. Additionally, with E-Nabız integration, potential policyholders’ health data is securely and swiftly shared, significantly reducing agency processing times and enabling faster customer service.
Efficiency in Automatic Provision Approvals
AXA Turkey is accelerating healthcare processes with its digital investments. Over the past year, 90% of more than 2.7 million authorization requests were automatically approved. Verbal requests received responses in around 40 seconds on average, while written requests were addressed in under 40 minutes.
AXA Turkey continues to set new industry standards with its focus on digitalization and customer-centered strategies.
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