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J. M.

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Review of the Axa, Private Health Insurance:

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Poor process / website

1) the intake for taking out the insurance is by phone, this is a very error prone process, which can be better done online by the customer himself. My address was entered wrongly and I had to make multiple corrections. 2) the online doctor cannot be activated in the first weeks. 3) the website is not very clear. Most asked for is the claim number, and your policy number, which is not visible in the messages or home page. 4) the website does not know whether your active, in typing a message you can be logged out. 5) many of the customer service are Indian, I find the accent sometimes difficult to follow. 6) the healthcare provider list they provided had my hospital double in there, one in China and the US, one was a wrong entry… quality control is clearly an issue. 7) for the same claim I was asked twice for the diagnosis from the doctor, it was entered with the wrong date the first time. 8) I pointed this out to the customer service 3 times and received 3 times the answer from each time a different person that they understood and would proceed anyway with translating the same diagnosis a second time and evaluating it again. 9) upon calling them the 4th time the customer service representative said she understood and apologised. Upon further questioning it was clear that she did not understood. Taking everything together this is a healthcare company with a bad website that feels like it was designed 2 decades ago, poor quality control, and a not efficient customer service that just drones on. They are nice and apologise a lot. My advice for AXA, redevelop your process, and get rid of the focus on individual customer service. I dont like to having to evaluate the customers service and their individual hobbies. This is just an excuse to not have to look to the process you have. Reviewed on: 4th January 2024

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