Knowing How to Respond when there’s a claim is crucial for any Client

One early morning last February 2021, I got a call from a client (around 5am). Her son has inflamed tonsils & was in pain for the past 2 days. They checked with a relative doctor from abroad & they were advised to see an ENT.

The gist of her message was, “How can AXA help in this situation”? Imagine receiving an urgent call at 5am & something had to be done.

But AXA can’t address her concerns yet because what they got from AXA was an inpatient plan, Global Health Access (GHA) and what she needed was an outpatient service.

So I just described her plan first (just so she would remember) and to manage expectations then I advised her to download the AXA app called Emma.

I told her that AXA has partnered with AIDE and she can book a home service appointment with an AIDE accredited doctor. And the timing couldn’t be more appropriate since this feature was just temporary (part of a Marketing campaign).

While she did not get something from the inpatient health insurance plan, she got what she wanted and that is to have an ENT doctor treat her son as soon as possible.

I guess somehow the mother was relieved because I did not hear from her again after saying she booked AIDE already though I assured her that she can always message me anytime if she needs help.

Saved by the bell.

Glad that AXA has a partnership with AIDE. The outpatient services by AIDE came in timely for my client.

In this business, you have to be ready when there’s a claim and you have to know how to respond esp. in crucial times.

#valueadded #customerservice #emma #aide