Yavuz Ölken introduces a groundbreaking approach shaping the future of health insurance with innovation and customer focus.
The updated regulation on health insurance, set to take effect in 2026, signals a pivotal shift for the industry. AXA Turkey’s existing strategy has become a benchmark across the sector, driving a major transformation that empowers policyholders. AXA Turkey CEO Yavuz Ölken highlights this development through the lenses of sustainability, confidence, and empathy.
Ölken noted that the new framework introduces a more transparent and foreseeable structure for those insured, and summarized its benefits for the industry with these words: “This regulation turns health insurance from a mere document into a lifelong protection mechanism that individuals can trust. Health insurance now stands as a long-term safeguard for both the present and the future. The clarification of Lifetime Renewal Guarantee conditions represents the biggest achievement for customers. Anyone who earns this right will no longer face policy termination, reduced coverage, or extra premium charges.”
At AXA Turkey, this principle has long been a core practice. Individual policyholders who have been insured for at least two years and meet medical eligibility criteria are offered the option to obtain a Lifetime Renewal Guarantee earlier by paying an additional premium. Those who qualify maintain their coverage in future years, regardless of potential health issues, either with an additional premium or without any reduction in coverage.
Ölken emphasized that the formal adoption of such a structure with well-defined rules across the market marks a vital step for the future of health insurance. He anticipates that these new standards will strengthen customer confidence and increase health insurance participation in Turkey.
He further highlighted that with the newly implemented regulations, employees transitioning between jobs will retain their health coverage without concern. The introduction of standardized waiting periods and simplified procedures for shifting from group to individual insurance ensures uninterrupted protection for policyholders.
Underlining that AXA Turkey’s unique value lies in its “Empathy Guarantee,” Ölken explained: “We do not perceive health insurance merely as an expense coverage system, but as a bond of trust supporting customers throughout their healthcare journey. Our Empathy Guarantee arises from this view — an insurance model that values understanding alongside technology and speed.”
He further shared that the Empathy Guarantee at AXA Turkey is implemented through tangible and measurable processes: “Our operational data clearly reflect the impact of empathy in our service. Today, 90% of healthcare authorizations are granted automatically. Outpatient authorizations are completed in under 4 seconds, while inpatient approvals take less than 30 minutes. Reimbursements are finalized within two business days. This efficiency is powered by technology, yet what distinguishes us is the empathetic foundation integrated into every digital process. Our 4.54 customer feedback score illustrates this commitment vividly.”
Ölken recalled that AXA Turkey launched the first digital health insurance product in the country and introduced a hybrid model combining both complementary and private health insurance. The company also provides tailored solutions for tradespeople and SMEs through usage-based and credit-based health policies. Their AI-driven medical evaluation systems ensure accurate and fast outcomes without compromising service quality.
Concluding his remarks, Ölken described the sector-wide uplift in customer expectations, driven by the new regulation, as a highly positive development. He reaffirmed, “AXA Turkey will continue to lead the evolution of health insurance in Turkey by maintaining a balance between advanced technology and an empathy-centered service philosophy.”
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