ANNUAL REPORT 2011 - AXA Assistance

EUROPE
“ALBATROS”: A NEW APPROACH
TO PERSONAL INJURY RECOVERY
An innovative service introduced in close synergy with the personal injury
management insurance teams, “Albatros” provides entitlement to a broad
range of services for victims and families.
Whether completely or partially,
“Albatros” takes the place of the
payments normally made by the
insurer: adaptations to the home,
the provision of home care and
services, re-entry into the world
of work, etc. “This personalised
service is highly appreciated by
those who receive it, because it
creates the long-term conditions
required for people to regain
their confidence and delivers real
customer satisfaction,” explains
François Klitting.
International rollout
Having been tested in France since
2006, “Albatros” really took off in
2011, with nearly 1,200 people
receiving help and support in
France, 160 in Belgium and around
10 in Italy. “The way personal injury
recovery is paid for and managed
varies very considerably from
country to country, so introducing
the service into another market
takes time, but that’s what
we’re continuing to do, and we
believe that we will be helping
2,000 personal injury victims by
the end of 2012,” explains
Dionysos Antonopoulos,
Deputy Manager of the
Home, Personal Services
and Personal Injury
Business Line.
emergency and extended warranty covers that deliver
practical solutions are powering ahead. “Water and
energy suppliers, like Luminus in Belgium, are keen to
offer additional services to their customers, whilst
traditional insurers are looking to set themselves apart
from competitors by introducing more covers,” explains
Philippe Rambaud.
aNEW FAMILIES OF SERVICES
In responding to these expectations, AXA Assistance
began by creating an extended warranty for household
equipment (appliances, TVs, HiFi systems, computers,
etc.) that is distinctive from competitors’ offers, because
it covers every item of equipment in the home. Launched
in 2011, this package has proved enormously successful
in France, and will be marketed in other countries during
2012 through a very broad range of channels, including
cable TV operators in South America. This was followed
by home emergency cover delivered through a network
of tradesmen carefully screened,
selected and managed by AXA
Assistance. “The success of this product
depends on trust: customers must be
able to rely on the fact that problems will
be repaired quickly by a reliable
professional, and that they will have
nothing further to pay because
everything is covered by the policy,”
adds Philippe Rambaud. Since its
launch in 2010, this product has
attracted a number of high-profile
customers.
aFAST GROWTH
IN CONCIERGE SERVICES
Concierge services are increasingly
sought-after, and now form part of
many loyalty and reward programmes.
44_AXA ASSISTANCEq2011 ANNUAL REPORT